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Slow data transfer for over a month

N/A

Slow data transfer for over a month

Hi,

I've been getting slow download speeds from your service for about the past month.

It started when you have some load balancing issues with BT's core infrastructure. The last post I saw was that you were addressing the issue and hoped to have it resolved in no more than 2 weeks.

From that point on it simply got worse and continues to do so on a daily basis.

I've tried to log onto BT's ADSL speedtest that you've pointed me to but my broadband modem won't accept a blank password. I also tried "test" as the pwd but that failed.

Therefore you've pointed me to this page to post my results from the CGI page. So here it is.

I'm really fed up with this so expect to get a quick response and quick resolution.

Thanks
Ben

Traceroute Results: http://cgi.support.plus.com/faultreporting/tracert.php?tracertid=6105199
Traceroute Time (24 Hour): 15:25 to 15:25
Traceroute Duration: 0 minutes
Traceroute Packet Size: 32 bytes
Packetloss in Traceroute?: Yes
Exchange: Dulwich
Problem: Permanently Slow Data Transfer (Everything is slow)
Duration of Problem: Please Select...
Minimum Speed Achieved On PlusNet Speedtest: 278.10 kbps
Maximum Speed Achieved On PlusNet Speedtest: 278.10 kbps
Average Speed Achieved On PlusNet Speedtest: 278.1 kbps
Account: Please Select... ()
IP Block Size: Single (default)
Ticket Number: None
Additional Information: I downloaded a 10.8MB file from download.microsoft.com at an average rate of 23KB/s. This shoudl be around 60KB/sec

Tracing route to www.microsoft.com.nsatc.net [207.46.250.252]
over a maximum of 30 hops:

1 5 ms 1 ms 1 ms 192.168.1.2
2 * * 20 ms lo0.plusnet.pth-ag1.plus.net [195.166.128.11]
3 18 ms 19 ms * gi1-2.vlan3.pth-gw3.plus.net [212.159.1.2]
4 * 18 ms 15 ms ge-4-1.metro1-londencyh00.London1.Level3.net [21
2.113.11.33]
5 * * 17 ms so-1-3-0.gar2.London1.Level3.net [212.113.3.29]

6 * * 19 ms ge-0-3-0-0.bbr2.London1.Level3.net [4.68.128.125
]
7 112 ms 168 ms 84 ms as-0-0.bbr1.NewYork1.Level3.net [4.68.128.106]
8 * * 153 ms so-1-0-0.mp2.Seattle1.Level3.net [209.247.10.133
]
9 151 ms 152 ms 153 ms ge-10-1.hsa1.Seattle1.Level3.net [209.247.9.70]

10 164 ms 164 ms * unknown.Level3.net [63.211.220.82]
11 164 ms * * 207.46.40.129
12 164 ms * * pos1-0.iusnixcpxc1201.ntwk.msn.net [207.46.36.21
0]
13 * 169 ms 162 ms pos1-0.iustixcpdc1201.ntwk.msn.net [207.46.155.1
0]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Tracing route to www.bbc.net.uk [212.58.224.125]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.2
2 15 ms 16 ms * lo0.plusnet.pth-ag1.plus.net [195.166.128.11]
3 * * 18 ms gi1-2.vlan3.pth-gw3.plus.net [212.159.1.2]
4 16 ms * * ge0-1-0-22.ptn-gw1.plus.net [195.166.129.214]
5 20 ms * 19 ms rt-linx-b.thdo.bbc.co.uk [195.66.226.103]
6 18 ms 15 ms 16 ms 212.58.238.129
7 20 ms 20 ms 20 ms www25.thdo.bbc.co.uk [212.58.224.125]

Trace complete.

Tracing route to www.tvnz.co.nz [203.98.58.120]
over a maximum of 30 hops:

1 5 ms 1 ms 1 ms 192.168.1.2
2 16 ms 16 ms 14 ms lo0.plusnet.pth-ag1.plus.net [195.166.128.11]
3 17 ms 18 ms * gi1-2.vlan3.pth-gw3.plus.net [212.159.1.2]
4 * 17 ms 21 ms ge-4-1.metro1-londencyh00.London1.Level3.net [21
2.113.11.33]
5 19 ms 18 ms 17 ms so-1-3-0.gar2.London1.Level3.net [212.113.3.29]

6 19 ms 18 ms 16 ms ge-0-3-0-0.bbr2.London1.Level3.net [4.68.128.125
]
7 84 ms 85 ms 81 ms as-0-0.bbr1.NewYork1.Level3.net [4.68.128.106]
8 85 ms 83 ms 83 ms ge-6-0-0-53.gar4.NewYork1.Level3.net [4.68.97.69
]
9 * 81 ms 82 ms uunet-level3-oc48.NewYork1.Level3.net [209.244.1
60.182]
10 92 ms 94 ms 91 ms 0.so-6-0-0.XL2.NYC4.ALTER.NET [152.63.21.82]
11 90 ms 97 ms 89 ms 0.so-4-0-0.TL2.NYC9.ALTER.NET [152.63.23.129]
12 160 ms 159 ms 158 ms 0.so-0-1-0.TL2.LAX9.ALTER.NET [152.63.0.18]
13 * * 159 ms 0.so-4-0-0.CL2.LAX4.ALTER.NET [152.63.57.38]
14 159 ms 162 ms 159 ms 192.ATM4-0.GW6.LAX4.ALTER.NET [152.63.113.149]
15 158 ms 158 ms 160 ms telstraclear-2-gw.customer.alter.net [208.222.9.
174]
16 286 ms 287 ms 285 ms xcore1.acld.telstraclear.net [203.98.42.65]
17 286 ms 286 ms * ge-0-2-0-910.icore2.acld.telstraclear.net [203.9
8.50.6]
18 287 ms 287 ms 288 ms link-tvnz-g0-1-0.1033.icore2.pnr.telstraclear.ne
t [203.98.54.242]
19 291 ms 286 ms 287 ms 203.98.58.120

Trace complete.
5 REPLIES
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Slow data transfer for over a month

Can you post a WinMTR test for at least 5 minutes to www.linx.net so we can see where the packet loss is occuring as what you have posted does not show this.

For the BT speedtest you can put anything in the password field as it is not checked so I don't know why it did not work for you. I suggest you try again using the following tutorial: ADSL: Using BT’s Speed tester service if you had not seen this before. The speedtest is not always running so keep rying until you get a result becase what it produces is important and teh test would need to be run before plusnet pass it to BT.

You have also not stated what ADSL account you have?
N/A

Slow data transfer for over a month

Hi,

I've performed the requested tests and attach the results below. Please advise when I can expect this issue to be resolved.

<html><head><title>WinMTR Statistics</title></head><body bgcolor="white">
<center><h2>WinMTR statistics</h2></center>
<p align="center"> <table border="1" align="center">
<tr><td>Host</td> <td>%</td> <td>Sent</td> <td>Recv</td> <td>Best</td> <td>Avrg</td> <td>Wrst</td> <td>Last</td></tr>
<tr><td>192.168.1.2</td> <td> 0</td> <td> 739</td> <td> 739</td> <td> 0</td> <td> 0</td> <td> 10</td> <td> 0</td></tr>
<tr><td>lo0.plusnet.pth-ag1.plus.net</td> <td> 7</td> <td> 738</td> <td> 687</td> <td> 10</td> <td> 14</td> <td> 30</td> <td> 10</td></tr>
<tr><td>gi1-2.vlan3.pth-gw3.plus.net</td> <td> 8</td> <td> 738</td> <td> 686</td> <td> 10</td> <td> 15</td> <td> 31</td> <td> 20</td></tr>
<tr><td>ge1-1-0-23.ptn-gw1.plus.net</td> <td> 9</td> <td> 738</td> <td> 675</td> <td> 10</td> <td> 15</td> <td> 70</td> <td> 10</td></tr>
<tr><td>pr2.tcm.linx.net</td> <td> 11</td> <td> 738</td> <td> 663</td> <td> 10</td> <td> 18</td> <td> 211</td> <td> 10</td></tr>
<tr><td>g0-0.tr3.tcm.linx.net</td> <td> 11</td> <td> 738</td> <td> 657</td> <td> 10</td> <td> 23</td> <td> 230</td> <td> 10</td></tr>
<tr><td>fa0-0.transit1.thn.linx.net</td> <td> 10</td> <td> 738</td> <td> 666</td> <td> 10</td> <td> 24</td> <td> 290</td> <td> 10</td></tr>
<tr><td>green.linx.net</td> <td> 9</td> <td> 738</td> <td> 673</td> <td> 10</td> <td> 16</td> <td> 40</td> <td> 20</td></tr>
</table></body></html>

BT Speedtest results:

The speed test has completed on test server speedtester1.nat.bt.com for user 02086131322 and you have downloaded a 1.7Mb file at a speed of

165 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

Your IP address is 217.47.200.61, your browser is reported as being Microsoft Internet Explorer 6.0 and is running on Windows XP.

BT would regard the speed ranges shown below as normal service:

For 250kbps End Users speeds between 50 - 250kbps.
For 500kbps End Users speeds between 100 - 500kbps.
For 1000kbps End Users speeds between 200 - 1000kbps.
For 2000kbps End Users speeds between 400 - 2000kbps.


You may now disconnect from the speed test account (click 'disconnect' in your internet connection window) and if you wish to regain normal access to the internet please re-connect to your ISP using your usual username and password.

Please note that test results may vary according to varying traffic in the network. If you continue to experience slower throughput when logged in to your ISP, this may be due to a slow internet site or high traffic levels beyond the BT Wholesale Network. Please report this situation to your ISP's helpdesk.
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Slow data transfer for over a month

Please post WinMTR as text, html is not supported on this message board.

Have you raised a ticket about this problem? Nothing will get resolved without one.

You have also not stated the ADSL speed you connect at? If it's 512K then the BT speedtest suggests there is a BT problem so a ticket is needed for plusnet to report the problem to BT. Include the results of the BT speedtest in the ticket.
N/A

Slow data transfer for over a month

I have Broadband EasyStart 512Kbps.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| GBKENTFW - 0 | 363 | 363 | 0 | 2 | 330 | 0 |
| lo0.plusnet.pth-ag1.plus.net - 31 | 363 | 254 | 10 | 21 | 390 | 20 |
| gi1-2.vlan3.pth-gw3.plus.net - 26 | 363 | 270 | 10 | 18 | 260 | 20 |
| ge1-1-0-23.ptn-gw1.plus.net - 34 | 363 | 242 | 10 | 19 | 150 | 10 |
| pr2.tcm.linx.net - 36 | 362 | 232 | 10 | 21 | 200 | 40 |
| g0-0.tr3.tcm.linx.net - 33 | 362 | 245 | 10 | 25 | 310 | 21 |
| fa0-0.transit1.thn.linx.net - 33 | 362 | 243 | 10 | 35 | 591 | 20 |
| www.linx.net - 32 | 362 | 248 | 10 | 20 | 481 | 20 |
|________________________________________________|______|______|______|______|______|______|

BT Speedtest results as follows:

The speed test has completed on test server speedtester1.nat.bt.com for user 02086131322 and you have downloaded a 1.7Mb file at a speed of

165 kilo bits per second (Kbps), your service bandwidth will have been quoted to you in kilo bits per second.

Your IP address is 217.47.200.61, your browser is reported as being Microsoft Internet Explorer 6.0 and is running on Windows XP.

BT would regard the speed ranges shown below as normal service:

For 250kbps End Users speeds between 50 - 250kbps.
For 500kbps End Users speeds between 100 - 500kbps.
For 1000kbps End Users speeds between 200 - 1000kbps.
For 2000kbps End Users speeds between 400 - 2000kbps.

My Connectivity is so bad that I can't access your support web page to log a support call. (It takes me about 2 or 3 tries to get to this page alone!). Can you please log the call for me?

Thanks
Ben
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Slow data transfer for over a month

I don't work for Plusnet.

Have you tried disconnecting your ADSL line for 30 minutes then reconnecting to see if it changes.

With this kind of problem you do need to raise a ticket because you need o include what you have posted so far. So keep trying to raise a ticket so they can investigate. There appears to be both a BT problem (low speed in the speedtester) and a plusnet problem (high packet loss) so a ticket is necessary to show this and get the investigation going.