Very poor and erratic ping times

[#1]

I would take up the option of a lift and shift.

[#2]

Could a plusnet rep please respond on the open ticket please (#91499260) ? If a lift and shift is the next best option then that needs to be arranged as soon as possible.

[#3]

Hi dompedro,
I notice that the lift and shift request has been picked up on the fault ticket so I'll leave this for the faults team to pick up for you.

[#4]

Can a plusnet rep (faults team) again please update the ticket (#91499260) ?
If I add something to the ticket to request an update, does it push it to the back of the queue or something?  There appears to be absolutely no effort to resolve this long running issue ... is there a way the issue can be escalated to get it worked on?

[#5]

Hi dompedro,
I have sent a request for the faults team to pick your ticket up and get back to you.

[#6]

Quote from: dompedro

If I add something to the ticket to request an update, does it push it to the back of the queue or something?

Lets just say that its current position in the queue can be altered unfavourably if you touch a ticket sat with support!

[#7]

Unfortunately the lift and shift didn't resolve the problem (it was carried out on the 7th).  There were more "intrusive" BT tests yesterday evening and a reset of some kind appeared to help for all of 30 minutes or so but the BQM from overnight is as "blue" as usual with lots of red too.
This is a tracert in that good 30mins last night
09/10/2014 - 19:44:05.80
Tracing route to uwsp-webdev1.warwicknet.com [94.125.132.15] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms home.gateway.home.gateway [192.168.1.254]
2 14 ms 14 ms 15 ms 165.core.plus.net [195.166.130.165]
3 16 ms 14 ms 17 ms irb.11.pcl-cr01.plus.net [84.93.249.97]
4 15 ms 16 ms 18 ms ae1.ptw-cr01.plus.net [195.166.129.0]
5 15 ms 14 ms 28 ms gi3-5.the-scr1.warwick.net.uk [195.66.224.113]
6 17 ms 17 ms 18 ms gi2-1-252.uwsp-scr1.warwick.net.uk [94.125.133.209]
7 18 ms 18 ms 17 ms uwsp-webdev1.warwicknet.com [94.125.132.15]
and this shows what we're dealing with again this morning:
10/10/2014 - 8:10:28.34
Tracing route to uwsp-webdev1.warwicknet.com [94.125.132.15] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms home.gateway.home.gateway [192.168.1.254]
2 323 ms 204 ms 21 ms 165.core.plus.net [195.166.130.165]
3 201 ms 22 ms 283 ms irb.11.pcl-cr01.plus.net [84.93.249.97]
4 286 ms 89 ms 319 ms ae1.ptw-cr01.plus.net [195.166.129.0]
5 219 ms 204 ms 204 ms gi3-5.the-scr1.warwick.net.uk [195.66.224.113]
6 226 ms 51 ms 17 ms gi2-1-252.uwsp-scr1.warwick.net.uk [94.125.133.209]
7 143 ms 101 ms 17 ms uwsp-webdev1.warwicknet.com [94.125.132.15]
I haven't really had many broadband "problems" before but is the investigation for this problem normal for an issue like this?  No-one at plusnet or BT seem to be trying to find a cause for the issue and instead just try different "fixes" (move the master socket, replace the router, replace wiring, change the SNRM target, lift and shift the connection).  Would another ISP fair any better with trying to resolve this issue I wonder? 

[#8]

Martyn,
I rather think that you fair worse with most ISPs other than A&A but you pay much more with them.
The cause of this problem is not obvious.  With the majority of broadband faults, the issue is somewhere between the router and the exchange, generally related to wires.  That is why you needed to go through the basic stuff.
This is not a typical problem.  Lift n Shift is not done very often, neither is a TPM.  BTw claim there is no VLAN congestion, though I believe there have been some circumstances where such perceptions have been found to be flawed.
One thing I would consider (just to be certain) is one night just before retiring, unplug all of the Ethernet cables from the router and switch off wifi.  That will ensure that nothing in the household is using the link, then review the TBB BQM.

@CRT,
Has anyone looked at the hour by hour bandwidth usage to confirm there is no 24x7 rouge use on this connection which is not apparent to the user?
I really do not like to suggest this, but might this issue be reviewed with one of the ex-DCT guys?  ;). All if the obvious stuff has been covered, so the answer must be obscure / in need of BT escalation?
Kevin

[#9]

Quote from: Townman

One thing I would consider (just to be certain) is one night just before retiring, unplug all of the Ethernet cables from the router and switch off wifi.  That will ensure that nothing in the household is using the link, then review the TBB BQM.

I have tested that theory on a number of occasions but most recently overnight on the 1st/2nd October from just before midnight until 7am and below is the snapshot from that test-

I've since also stopped using DHCP within my own network and all MAC addresses are wired to static IPs to make sure that there isn't still something rogue connecting on my wifi.

[#10]

Hi Martyn,
I did wonder if that had been done.  The results clearly eliminates the possibility of rouge software on any of your devices.
I understand your thinking about not using DHCP.  The other way of skinning that cat would have been to set wifi to identified (by MAC address) stations only.

[#11]

Have you checked the PPP login is using username@plusdsl.net and not @plus.net?

[#12]

Good one ejs!
I'd forgotten that little obscure gem - though I had it on good authority that 'back door' had been closed down - the @plus.net domain should not be working now if I understood correctly! 

[#13]

It's not the PPP username unfortunately - worth a shot though as I'll double/triple check anything right now.

[#14]

Can a plusnet rep (faults team) again please update the ticket (#91499260) ?

[#15]

Since I cannot update the fault ticket without risking it dropping down the queue, can a plusnet faults team rep please investigate the ticket and provide a plan for the next steps to try to resolve this issue?  It's been waiting on plusnet since first thing on Friday morning.