Intermittent slowdown / drop out of broadband - can someone check my line?
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Intermittent slowdown / drop out of broadband - can someone check my line?
24-03-2018 4:56 PM
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Hi all,
I've had issues with our broadband slowing to a crawl and occasionally dropping entirely. I managed to speak with someone from PN using the online chat service recently and things have only become worse. I was told my line was "fine", but I'd like a second opinion...
I've run tracerts to www.bbc.co.uk during these periods:
C:\Windows\System32>tracert www.bbc.co.uk Tracing route to www.bbc.net.uk [212.58.244.26] over a maximum of 30 hops: 1 2 ms 2 ms 2 ms dsldevice.lan [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 1182 ms 1188 ms 1256 ms be3-3104.psb-ir01.plus.net [195.166.143.136] 5 1444 ms 1449 ms 1383 ms core1-BE1.southbank.ukcore.bt.net [195.99.125.130] 6 1619 ms 1642 ms 1740 ms peer2-et-3-1-0.redbus.ukcore.bt.net [62.172.103.193] 7 1435 ms 1473 ms 1562 ms 195.99.126.73 8 * * * Request timed out. 9 * * * Request timed out. 10 1691 ms 795 ms 255 ms 132.185.254.109 11 1026 ms 1365 ms 1258 ms 132.185.255.148 12 1492 ms 1534 ms 1455 ms bbc-vip145.telhc.bbc.co.uk [212.58.244.26] Trace complete.
This is actually a fairly "good" example, typically the ping are 2-3s.
Normally, the same tracert looks like this:
C:\Windows\System32>tracert www.bbc.co.uk Tracing route to www.bbc.net.uk [212.58.244.67] over a maximum of 30 hops: 1 2 ms 2 ms 2 ms dsldevice.lan [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 28 ms 28 ms 27 ms be3-3104.psb-ir01.plus.net [195.166.143.136] 5 28 ms 28 ms 27 ms 195.99.125.134 6 28 ms 29 ms 29 ms 62.172.103.199 7 28 ms 29 ms 28 ms 195.99.126.73 8 * * * Request timed out. 9 * * * Request timed out. 10 28 ms 28 ms 29 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109] 11 28 ms 28 ms 30 ms 132.185.255.148 12 35 ms 37 ms 31 ms bbc-vip112.telhc.bbc.co.uk [212.58.244.67] Trace complete.
Any help with this would be great! Cheers
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
25-03-2018 1:10 PM - edited 25-03-2018 3:10 PM
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Edit - fixed this issue by changing my password. The original issue still hasn't been addressed though.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
26-03-2018 11:46 AM
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Sorry to hear that.
It looks like the connection is now down alltogether.
I'd recommend raising a fault here so we can investigate further.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
26-03-2018 1:09 PM
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Hi Matthew,
Thanks for your response. It's very likely you've tried to look at the connection whilst I was cycling the router which is why it was down. I'll raise the fault through the link you've provided.
Cheers
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
01-04-2018 3:43 PM
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Re: Intermittent slowdown / drop out of broadband - can someone check my line?
03-04-2018 9:17 PM
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Hi Gandalf - the line is considerably better now, haven't had any slow downs or drops that I'm aware of. Should I leave the router plugged into the test socket for now, or am I okay to switch back over?
Cheers
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
04-04-2018 1:02 PM
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Glad to hear that.
You can move your router back to where it was, but if the problem returns I'd recommend using the test socket moving forward as the problem may then appear to lie with the internal wiring of the property.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
21-08-2018 7:50 PM
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Hi Gandalf - we're experiencing the same issues as before, with intermittent slowdowns. As far as I can tell, the connection isn't dropping completely, but pings are 2-3s when carrying out the usual tracerts. Could you check the line for me please? Cheers
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
22-08-2018 9:18 AM
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Line tests aren't finding a definitive cause of the problem, but something does seem out of place somewhere as the SNR (signal to noise ratio) margin is fluctuating quite a bit while maintaining a 3dB target. Is your router still plugged into the test socket?
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
22-08-2018 6:16 PM
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Hi Gandalf, thanks for the quick reply. We're connected to the test socket at the moment.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
23-08-2018 9:38 AM - edited 23-08-2018 9:39 AM
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Hi @dkferguson,
Thanks for confirming that you're connected to the test socket at the moment. I've tested your line again today and the test is showing errors on the downstream and is indicating that the SNR margin is currently set too low for the level of interference on the line.
xDSL Status Check | |||
Circuit ID: | CBUK96530518 | Service ID: | BBEUXXXXXXXX |
Telephone NO.: | NA | Test Executed On: | 23-08-2018 09:27:30 |
xDSL Status Test Summary | |||||
Sync Status: | Circuit In Sync | ||||
General Information | |||||
NTE Status: | NTE Power Status: | PowerOn | Bypass Status: |
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 15.8 | 28.5 |
SNR Margin: | 16.0 | 3.1 |
Errored Seconds: | 0 | 1 |
HEC Errors: | 0 | |
Cell Count: | 697745 | 44096318 |
Speed: | 888 | 19661 |
Maximum Stable Rate (KBPS): | 13632 | Fault Threshold Rate (KBPS): | 10906 | ||
Mean Time Between Retrains (Seconds): | 43051 | Mean Time Between Errors Upstream (Seconds): | 7827 | ||
Indicative Line Quality: | A | Mean Time Between Errors Downstream (Seconds): | 227 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
I've adjusted the SNR margin now to try and stabilise your connection and resolve the performance issues. Please monitor your connection over the next few days and let us know if you continue to experience these issues.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
26-08-2018 1:24 PM
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Hi Emily, thanks for adjusting the SNR. Unfortunately we haven't noticed any improvements so far. Is there anything else that can be tried?
Cheers,
Daniel
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
27-08-2018 9:26 AM
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Hi @dkferguson
I've just been taking a look over your original trace routes you sent. Please can you provide me a new one of your current speed, and please run a speed test on your line as well.
Make sure you are doing these with an Ethernet cable instead of wireless, so that we can rule out any wireless issues.
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
05-09-2018 11:41 AM
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Hi Dean,
Apologies for the late reply - I'd misplaced my ethernet cable and it's taken a while to find.
The connection has been a lot more stable over the last week, although we're still getting some issues.
"Good" tracert:
C:\Windows\System32>tracert www.bbc.co.uk Tracing route to www.bbc.net.uk [212.58.249.215] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254] 2 * * * Request timed out. 3 * * 43 ms 137.hiper04.sheff.dial.plus.net.uk [195.166.143.137] 4 59 ms 49 ms 56 ms be3-3104.psb-ir01.plus.net [195.166.143.136] 5 27 ms 27 ms 26 ms core1-BE1.southbank.ukcore.bt.net [195.99.125.130] 6 27 ms 27 ms 28 ms 194.72.16.100 7 28 ms 29 ms 34 ms 195.99.126.73 8 * * * Request timed out. 9 63 ms 56 ms 59 ms ae1.er01.lbh.bbc.co.uk [132.185.254.138] 10 77 ms 140 ms 52 ms 132.185.252.126 11 * 28 ms 28 ms bbc-vip153.lbh.bbc.co.uk [212.58.249.215] Trace complete.
"Bad" tracert:
C:\Windows\System32>tracert www.bbc.co.uk Tracing route to www.bbc.net.uk [212.58.249.209] over a maximum of 30 hops: 1 <1 ms 1 ms 1 ms dsldevice.lan [192.168.1.254] 2 * * * Request timed out. 3 * * * Request timed out. 4 2982 ms 1683 ms 1947 ms be3-3106.psb-ir02.plus.net [195.166.143.140] 5 1067 ms 1083 ms 1155 ms 195.99.125.142 6 1820 ms 2020 ms 1256 ms 194.72.16.106 7 2475 ms 773 ms 530 ms 195.99.126.73 8 * * * Request timed out. 9 886 ms 900 ms 1312 ms ae1.er02.lbh.bbc.co.uk [132.185.254.142] 10 2160 ms 2306 ms 2423 ms 132.185.252.130 11 2245 ms 777 ms 250 ms bbc-vip147.lbh.bbc.co.uk [212.58.249.209] Trace complete.
I ran a speedtest using Ookla whilst the connection was "good": http://www.speedtest.net/result/7609830041
I couldn't even load the webpage to run a speedtest when the connection was "bad"...make of that what you will!
Thanks for your help,
Daniel
Re: Intermittent slowdown / drop out of broadband - can someone check my line?
05-09-2018 2:15 PM
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Hi @dkferguson,
I've taken a look into this today and when running tests on your line and viewing your connection everything appears to be up and running at a stable rate. As the issue is intermittent and is affecting performance, the issue may be an internal one and I was wondering if you have been able to notice any correlation or pattern behind the issues when they do occur and if you have noticed any sort of pattern, does it line up with anything else in the property being turned on or off or being connected to the network?
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