cancel
Showing results for 
Search instead for 
Did you mean: 

Intermittent drop in connection and massive latency including packet loss

Jamesandrach
Dabbler
Posts: 11
Registered: 04-11-2014

Intermittent drop in connection and massive latency including packet loss

Hi,
I'm having some bizarre issues with my internet especially when it comes to my xbox one.... I normally have 6.5mbps down .38  up 50 latency 0% packet loss, which if it stayed like that all the time would be great, however.... Weather it's every 10 mins an hour or several hours between and can last for 10mins to a couple of hours my speeds drop to 0.17 to 3 Mbps down .38 up 2000ms + latency and 80% packet loss... I've tried everything in my power to stop this from happening ie
My xbox is hard wired, I've bought a new router changed the filter, removed the test plate from my bt socket and tried pluging it straight in, I've gone into my router tried loads of settings ie firewall off, place my xbox outside the dmz zone, port forwarded all of the correct ports my xbox needs to run and turned upnp off, still no change wether I play fifa 15, battlefield 4 and forza 5 I get this horrible lag which sometimes throws me out of the servers completely
There is no regularity to it wether it's morning afternoon night i experience it every day every hour, my ipad I have connected also struggles to load any pages while this is going on so it's not my xbox or the servers ( the games listed all use different servers)
Again this is where it gets better..... I've resorted to hardwiring my laptop to my router, keeping my xbox hard wired and my ipad on wireless, when I run speed tests on all 3 ( laptop I run bt speedtest, xbox it's own diagnostics and I pad on ookla) the laptop can b fine ie 6.5 up .38 down 50 latency and at the same time my xbox and ipad can be saying .17 up .38 down 1200 latency)
I've just about had enough and would appreciate any help that any one could offer before I resort to my trusty sledgehammer
I've included some pics I've started taking to prove my case, I haven't caught any bad ones on speedtest wired yet but I will be uploading some to back up what I'm saying on here,
Thanks again !
26 REPLIES
Superuser
Superuser
Posts: 11,893
Thanks: 3,259
Fixes: 22
Registered: 22-08-2007

Intermittent drop in connection and massive latency including packet loss

Hi James,
Welcome to the forums.
Seems like you have synch stability issues.  Can you please post the information requested in the SPEED ISSUES thread at the top of this forum.
You don't need to photograph the screen, you can copy and paste most reported from the web browser into the thread text box.
Is your phone line quiet - dial 17070 option 2 using a corded phone.
Is the router plugged into the master socket?
Are there any extension sockets?

Kevin
Jamesandrach
Dabbler
Posts: 11
Registered: 04-11-2014

Connection speed issues

Router: Tp link archer d5 ac 1200 dual band gigabit adsl2+ modem router,
Current rate (Kbps)448 up 8096 down
Max rate      (Kbps)1356 up 11588 down
Snr margin     (Db) 31 up 12.8 down
Line attenuation     5 up 10.5 down
Errors pkts    0 up 0 down
Router plugged into main socket, I've tried the test socket ( removing the faceplate and plugging my router directly)  no joy

Hi,
I'm having some bizarre issues with my internet especially when it comes to my xbox one.... I normally have 6.5mbps down .38  up 50 latency 0% packet loss, which if it stayed like that all the time would be great, however.... Weather it's every 10 mins an hour or several hours between and can last for 10mins to a couple of hours my speeds drop to 0.17 to 3 Mbps down .38 up 2000ms + latency and 80% packet loss... I've tried everything in my power to stop this from happening ie
My xbox is hard wired, I've bought a new router changed the filter, removed the test plate from my bt socket and tried pluging it straight in, I've gone into my router tried loads of settings ie firewall off, place my xbox outside the dmz zone, port forwarded all of the correct ports my xbox needs to run and turned upnp off, still no change wether I play fifa 15, battlefield 4 and forza 5 I get this horrible lag which sometimes throws me out of the servers completely
There is no regularity to it wether it's morning afternoon night i experience it every day every hour, my ipad I have connected also struggles to load any pages while this is going on so it's not my xbox or the servers ( the games listed all use different servers)
Again this is where it gets better..... I've resorted to hardwiring my laptop to my router, keeping my xbox hard wired and my ipad on wireless, when I run speed tests on all 3 ( laptop I run bt speedtest, xbox it's own diagnostics and I pad on ookla) the laptop can b fine ie 6.5 up .38 down 50 latency and at the same time my xbox and ipad can be saying .17 up .38 down 1200 latency)
I've just about had enough and would appreciate any help that any one could offer before I resort to my trusty sledgehammer
I've included some pics I've started taking to prove my case, I haven't caught any bad ones on speedtest wired yet but I will be uploading some to back up what I'm saying on here,
Ps. I can't run a further diagnostics test on btspeedtest, it tells me to notify my ISP which I have,
Thanks again !
Superuser
Superuser
Posts: 11,893
Thanks: 3,259
Fixes: 22
Registered: 22-08-2007

Re: Connection speed issues

There is already a thread running from this user which has been responded to.  Also once again a thread has been (incorrectly) opened as a poll.
Can the mods please address?
Thanks,
Kevin
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Connection speed issues

@Jamesandrach
I'm not clear on what you think the purpose of a poll at the start of your post(s) is, it certainly won't achieve anything. Providing you have clearly explained you problem in your post, you will get help to try and resolve it.
It's not a good idea to start two threads on the same or directly connected issues either, it means information may get missed and things can get confused with efforts being unnecessarily diluted between threads as well. I've asked the mods to merge the two threads.
Perhaps it might be an idea to have quick read of The Forum Rules which you may find helpful.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Connection speed issues

So Jamesandrach, there's nothing that implies this has to do with loss of sync or even PPP Internet session, perhaps one of the Plusnet CRT members can post your Visual Radius log to see if there is an underlying problem with that.
The BT Speedtester has been having problems running the Diagnostic Test, so that problem is not special to you, but one thing you could do is check your Current Line speed (Login required). Copy and paste the info here (but not your phone number).
Your stats show you are that close to your exchange, I wouldn't think loss of sync was likely to be a problem, so plugging into the test socket etc isn't likely to make any difference. Apart from the Master socket, do you have any other sockets and are they used for anything?
The problem you seem to be having is loss of download speed and significant increases in ping time, but what is also a real concern is the 80% packet loss. When/How long ago did these problems seem to start - how long have they been going on for?
That last image that's showing the packet loss, where did that come from, what was the test being carried out?
You aren't explaining your self very well, and we don't need pics "to prove your case" as you put it, just copy and paste of data from a test result or a screen grab image attached to a post is all that's needed. You are posting as if someone doesn't believe you!
Before looking at test results any further, it would be helpful if you clearly explain how you are experiencing "this problem". The impression I get is that you are playing a game on your Xbox and you get kicked off for what it seems as though is a sudden increase in lag. You are then running some tests to try and discover why, and you are getting a wide variety of results depending on which test you run and on which device you run it. Now does that sum up the problem well enough as you see it?
To help narrow down the cause, checks have to be carried out in a very methodical manner and with very controlled conditions, but first lets try and get a clearer picture of what may be going on when you experience the problem.
You've mentioned your Xbox, a Laptop and an iPad. When you get the problem on your Xbox, are your Laptop and iPad switched on and is anybody using them? If they are on, what are they doing at the time you get the Xbox problem? For example is video being streamed?
If you haven't already, what you need to do first is only have the Xbox on - I note you already have it hard wired. Do you get the problem at all then?
I hope you've turned your modem/router (TP-Link) Firewall back on and got the correct settings for your Xbox. Having the Firewall off is a very bad idea.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Connection speed issues

Morning all,
I thought it best to post in this thread as we have a little information from the router which we don't have in the alternate post.
As requested, here is a RADIUS graph spanning back a few weeks, it appears there are a few drops but on the whole the connection seems relatively stable. Are you able to confirm any of these disconnections as you rebooting the router Jamesandrach?
<img src="http://community.plus.net/visualradius/generated/image14151785265415.png"/>
Just checking the speed profile on the account, this hasn't shifted since the provision of the broadband and is sat happily at 7150, this matches everything on the supplier side as well so the profiles all seem to be present and correct here.
If you're able to provide the answer to some of the questions that both Anotherone and Townman have raised, it should help us get a clearer picture of the issue you're seeing and we can then start to look for possible causes and work towards finding a fix.
Moderator
Moderator
Posts: 26,532
Thanks: 1,534
Fixes: 100
Registered: 14-04-2007

Re: Intermittent drop in connection and massive latency including packet loss

[Moderator's note by Dick (Strat) Fixed with apologies to all concerned Embarrassed

Customer and Forum Moderator.

Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Intermittent drop in connection and massive latency including packet loss

Thanks Dick, that's great, looks much better. Let's hope that Jamesandrach respond with some clear information.
Jamesandrach
Dabbler
Posts: 11
Registered: 04-11-2014

Re: Intermittent drop in connection and massive latency including packet loss

Hi everyone,
Firstly sorry for causing a stir on here, I never meant to, neither did I mean to post another thread - wasn't sure what I was doing....
Also I'm no internet genie so I apologise for any incorrect terminology.. Bear with me and il get all the info you need you need to help me out which i appreciate !
@ Anotherone
Current line speed is
Phone exchange:
HELLIFIELD
Estimated line speed:
8Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-09-24 13:06:24
Current line speed:
7.15 Mb
There is two sockets but second is not used at all, router and phone plugged into master socket via filter
The packet loss shown is on the diagnostics test on my xbox one, it happens intermittently when I'm experiencing "lag",
It's been happening since week one of me going live with plusnet 9 October 2014
Correct I'm playing a game on the box all good and then experience lag for a random length of time and that's when I've got the pictures shown,
While I'm on the box the I pad , mob phone and laptop are completely disconnected from the net (I can't run two at the same time ever even just loading pages on the I pad while I'm on the box causes lag)
The problem persists weather the box is hard wired or wireless it makes no odds
Firewall back up and running and all the correct settings applied for my xbox, I've tried all sorts of settings on the router but nothing stops it from happening
@Townsman
Hi Kevin
Thanks for your reply, I had a look to repost under speed issues but failed miserably, I thought my thread had been removed and that's how I ended up posting twice, again my apologies
On the second post I included answers to your questions
I did a quiet test and it seemed fine?
@Adam C
Hi,
The disconnections on the graph do correspond to me switching the router on/off
Thank you

Superuser
Superuser
Posts: 11,893
Thanks: 3,259
Fixes: 22
Registered: 22-08-2007

Re: Intermittent drop in connection and massive latency including packet loss

Hi James,
Worry not, you will get into the swing of things.  For clarity, I did not mean post your speed results on the speed issues thread.  That is just an information thread to explain what we need.
So just to confirm what I've understood.  You have the master socket where the phone and router are plugged in and there is just one extension which is not used.  Does the master socket have a removable lower face plate?  If yes, can you please remove it and plug the filter / phone / router in to the exposed (test) socket.  This will remove the extension wiring from the line / problem solving equation.
The line stats report a strange scenario!  You are clearly on a 21CN service, but are on ADSL(1) modulation.
The SNRM is higher than one would expect which might indicate the DLM has been "managing" the line for some reason.
The synch speed is far lower than that which would be expected on a 10.5dB attenuated line.  That attenuation implies you are 0.7km from the exchange - is that correct?  It could be the router is mis-reporting this figure.
I think this needs CRT to crawl all over the DLM history, see if there are any indicators of why the line is being "managed" (REIN ?) and we can then think about what next.
If it is REIN, it will require a deal of self help, but there are a few of us around here who will help you through that.
For the moment, you only need to focus on modem stats, BT wholesale speed test FURTHER DIAGNOSTICS (click the blue button at the bottom of the screen you posted) and the PlusNet portal "current speed".  Note when gathering that data it helps to have two (or more) browser windows open - one on the forum where you are preparing your post and the other on whatever information source.  You can them highlight the required information COPY and then paste into the thread window...
Download speedachieved during the test was - 4.34 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 4.56 Mbps
Upload speed achieved during the test was - 0.7Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Cheers,
Kevin
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Intermittent drop in connection and massive latency including packet loss

Kevin you are REIN mad. Where on earth do you think there is information above that says it's a 21CN connection. It's not - it's 20CN and it's running at max. speed - yes close to the exchange - but it's also seems Interleaved and no doubt because of the exchange line card that why it's 8096 and not 8128.
That said, as I mentioned above, sync loss is unlikely to be an issue also confirmed by Adam C's comment, and the Vis Radius shows that there's no PPP loss issue. So this is all down to what's causing the sudden lag and huge packet loss.
What we really could do with seeing are some error figures, which may give us a feel for what's happening. I'm not familiar with this modem/router so if you could have a look for the Statistics page James which will hopefully show things like RS errors, CRC, ES, Severe ES (Error Seconds) etc  It may well have all the speed, attenuation, SNRM figures on it as well.
Did you have a broadband service before at this address before joining Plusnet?
Does your Microfilter look like this?
I take it from the fact that you have bought another modem/router that you saw this issue with your other one.  What make/model was the other one?
Jamesandrach
Dabbler
Posts: 11
Registered: 04-11-2014

Re: Intermittent drop in connection and massive latency including packet loss

hi Kevin,
correct  , i have removed the faceplate and plugged router directly into socket
i think 0.7km is about right for the distance of exhange
i have tried further diagnostics on btspeedtest@wholesale but always get an error message:
Test error
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.
thanks again
James
Superuser
Superuser
Posts: 11,893
Thanks: 3,259
Fixes: 22
Registered: 22-08-2007

Re: Intermittent drop in connection and massive latency including packet loss

Oooops - I've read the MAX speed as the current speed - just goes to show that none of us are perfect!  Embarrassed

Though it is odd that the reported max speed is greater than the configured service.
Jamesandrach
Dabbler
Posts: 11
Registered: 04-11-2014

Re: Intermittent drop in connection and massive latency including packet loss

Hi Anotherone,
I've had internet at this address for 4 yrs with little to no problems,
the previous router is a techniclor tg582n supplied by plusnet, which i could easily switch back if it is familiar?
i currently have the filter plugged in that came with my router, but i could switch it back to the one that came with the technicolor router
please note that the new router has slightly improved things (when experiencing lag instead of being thrown out of the servers it lags massively) but still no where near good enough
i have looked at my stats on my router but cant see any errors
thank you