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High latency and terribly upstream speed.

markszita
Dabbler
Posts: 15
Registered: 21-04-2014

High latency and terribly upstream speed.

Hi. I'm a fairly new customer and since i joined plusnet i have had spikes of high latency in game (world of warcraft).
The game becomes quite unplayable. This happens various times during the day, not just peak.
Also, i note my upstream seems to be no more than 0.3Mb. Is that for real? i was paying around the same for talk talk
and got around 1Mb. Kind of feeling like i've made a terrible mistake here.
Any help or guidance would be greatly appreciated. thank you.
20 REPLIES
Superuser
Superuser
Posts: 12,211
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: High latency and terribly upstream speed.

Hi Mark,
Welcome to the forums.  You raise several questions in a short post, for which there could be numerous answers.  To help more information is required.  I am going to presume (from the quoted figure) that you are on an adsl service: can you please provide the information asked for in the slow speed thread at the top of this forum.
Can you also post the details of your exchange as reported here - http://www.kitz.co.uk/adsl/adslchecker.php - specifically does your exchange support 21CN WBC?
If it does, then it should be possible to get your line uncapped.  If not, your only route to obtaining a faster upload speed is to pay for Max Premium.
Before that though the quality of your line needs checking out - if you have high error rates, the issue could be resolved just by fixing the sorce f errors, which is why we need to see the router stas.
Moving from Talk Talk (possibly a LLU service) to BT wires could now be delivering a significantly different service, especially if there is no 21CN service available from BT, the infrastructure provider.
markszita
Dabbler
Posts: 15
Registered: 21-04-2014

Re: High latency and terribly upstream speed.

DSL Connection:

Uptime: 7 days, 11:04:05
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 15,948
Data Transferred (Sent/Received) [GB/GB]: 7.89 / 45.06
Output Power (Up/Down) [dBm]: 12.3 / 0.0
Line Attenuation (Up/Down) [dB]: 12.5 / 26.0
SN Margin (Up/Down) [dB]: 29.6 / 4.9
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 84 / 0
Loss of Signal (Local/Remote): 10 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 33,364 / 13
FEC Errors (Up/Down): 0 / 17,057,891
CRC Errors (Up/Down): 857 / 308,348
HEC Errors (Up/Down): 626 / 17,245,320

Current line Speed:

Postcode:
Phone exchange:
REDRUTH
Estimated line speed:
11Mb (This may vary between 6.5Mb and 15Mb) - Checked on 2014-03-21 15:02:10
Current line speed:
14 Mb

Wholesale Speed Test:

Download speedachieved during the test was - 12.34 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.07 Mbps
Upload speed achieved during the test was - 0.32Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

Exchange information:

Exchange: Redruth BT Code: WWREDR
Location: Trewirgie Road, TR15 2SX
Distance:- Direct: 716 metres
(appx)* By Road: 0.9 km
Status
ADSL enabled: March 31, 2002
DSL Max enabled: March 31, 2006
21CN WBC (Broadband) Enabled
21CN due : (PSTN) info N/A
FTTC Available in some areas
SDSL enabled : Not Enabled
Broadband Access Market Broadband Access† Market 3
BT price band BTw Pricing Band Band C

the Download speed i am more than happy with, even during peak times when a speed
drop is to be expected, there is still plenty to work with.
Thank you for your quick response.
Superuser
Superuser
Posts: 12,211
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: High latency and terribly upstream speed.

Hi Mark,
Thank you for the stats.
You are on 21CN using ADSL2+ modulation with a capped up stream synch rate.  You can request that the US be uncapped which will help you somewhat.
As for the DS the synch is a bit slower that the line's attenuate should deliver, that might be down to the high error counts.  Is the phone line noisy?  Are you plugged into the master socket?

Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: High latency and terribly upstream speed.

I've just placed an order for your upload speeds to be uncapped for you, you should notice this change in the early hours of tomorrow morning.
I'm aware of a number of different people who have recently had a few issues with WoW. An issue we've seen recently is where the pings just randomly sky rocket. It could be related to http://www.wired.co.uk/news/archive/2014-04/01/blizzard-ddos
Chris Pettitt
Cloud Environments Engineer
markszita
Dabbler
Posts: 15
Registered: 21-04-2014

Re: High latency and terribly upstream speed.

Just as my plusnet service began I had a visit from an openreach engineer that did tests.
He found no problems. there is no noise on the phone and it's all plugged into the master socket
that the engineer had put a new faceplate on.
Thank you for putting the order in to uncap the upload.
markszita
Dabbler
Posts: 15
Registered: 21-04-2014

Re: High latency and terribly upstream speed.

My net has disconnected several times today.
A problem i was having when i was with TalkTalk was constant disconnections during the last
6 months. As previously mentioned, an engineer came and found no faults. the DC problem was
not occurring at the exact time he was here so that's not much use to anyone.
Any thoughts on what might be happening?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: High latency and terribly upstream speed.

An intermittent Dial Tone generally means that there's a voicemail present, if you dial 1571 you may have a voicemail.
<img src="http://community.plus.net/visualradius/generated/image13982637239931.png"/>
Your connection is looking pretty intermittent. Are you connected into your Test Socket?
Chris Pettitt
Cloud Environments Engineer
markszita
Dabbler
Posts: 15
Registered: 21-04-2014

Re: High latency and terribly upstream speed.

Yeh I got the voice mail already but thanks Smiley
No I am not connected to the test socket. I have been in the past to test for when i was having the same
problems before. It made no difference.
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: High latency and terribly upstream speed.

Have you tried this with a different micro filter?
Superuser
Superuser
Posts: 12,211
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: High latency and terribly upstream speed.

Quote from: Chris
An intermittent Dial Tone generally means that there's a voicemail present, if you dial 1571 you may have a voicemail.

Chris,
Have you posted on the wrong thread or are you referencing new information from another source?
Cheers,
Kevin
Superuser
Superuser
Posts: 12,211
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: High latency and terribly upstream speed.

Mark,
Can you please post updated router stats?
Thanks,
Kevin
markszita
Dabbler
Posts: 15
Registered: 21-04-2014

Re: High latency and terribly upstream speed.

He was replying to me, i edited my post when i found out what the dial tone was.
yes i've tried different filters.
Quote
Uptime: 0 days, 0:43:18
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1,231 / 16,363
Data Transferred (Sent/Received) [GB/GB]: 8.64 / 48.73
Output Power (Up/Down) [dBm]: 12.8 / 0.0
Line Attenuation (Up/Down) [dB]: 12.5 / 25.5
SN Margin (Up/Down) [dB]: 5.9 / 4.4
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 484 / 0
Loss of Signal (Local/Remote): 55 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 37,420 / 81
FEC Errors (Up/Down): 4 / 2,196
CRC Errors (Up/Down): 2 / 10
HEC Errors (Up/Down): 1 / 179
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: High latency and terribly upstream speed.

In that case I would suggest raising a fault here: http://faults.plus.net
Our Faults team can then carry out an investigation and they'll get back in touch with you as soon as possible.
Superuser
Superuser
Posts: 12,211
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: High latency and terribly upstream speed.

Mark,
Thank you for the new stats.  They show a marked improvement in the US synch rate and a small increase in the DS synch rate.  The US error counts look a little high, however I cannot be sure that those counts reflect the current connection time (duration).
I think it might be useful to set up RouterStats to monitor the router's performance, especially to see if there are bursts of errors just before the disconnects.  If you need help. please ask.

@DCT,
Is there any information on the cause of the many disconnects in the BT logs which might be helpful here?  The stats posted above (aside from US error counts) do not look overly bad... unless you see more into these figures than I'm looking for?

Cheers,
Kevin