Lost Packets within PlusNet Backbone
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- Re: Lost Packets within PlusNet Backbone
Lost Packets within PlusNet Backbone
13-08-2014 6:31 PM
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I have tried the normal approach of attempting to engage the business support people, but they informed me packet loss was normal and I'd have to capture the event with the BT speed checker. I can't seem to find anywhere to open a ticket with evidential files and dumps. An' there is no e-mail address...
I'm finding my bandwidth has dropped significantly over the last few months, when I started out I was getting at least 4-6M download. Last night this dropped to below 2. This is a problem as I'm also suffering lost VOIP connections for my business.
I have set a ping monitor going and captured the situation, dump shown below. the big red blocks are when the server turns off over night. All the little red lines are lost data in the ping process. these pings are firstly going to the immediate plusnet machine the OTHERSIDE of my broadband connection, and then the plusnet server. So inside plus net the majority of these outages are occurring.
Following on from this I did a pathping a few minutes ago and collected the following:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\Rob>pathping
Usage: pathping [-g host-list] [-h maximum_hops] [-i address] [-n]
[-p period] [-q num_queries] [-w timeout]
[-4] [-6] target_name
Options:
-g host-list Loose source route along host-list.
-h maximum_hops Maximum number of hops to search for target.
-i address Use the specified source address.
-n Do not resolve addresses to hostnames.
-p period Wait period milliseconds between pings.
-q num_queries Number of queries per hop.
-w timeout Wait timeout milliseconds for each reply.
-4 Force using IPv4.
-6 Force using IPv6.
C:\Users\Rob>pathping plusnet.co.uk
Tracing route to plusnet.co.uk [212.159.8.2]
over a maximum of 30 hops:
0 Freyr.---------------.lan [10.13.0.18]
1 VIGOR.router [10.13.0.1]
2 lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
3 irb.10.pcl-cr01.plus.net [84.93.249.81]
4 ae1.ptw-cr01.plus.net [195.166.129.0]
5 te9-4.ptn-gw01.plus.net [195.166.129.33]
6 gi5-1.peh-cr02.plus.net [84.93.232.61]
7 po5.peh-cr01.plus.net [84.93.232.16]
8 vlan2658.peh-elb02.plus.net [84.93.232.53]
9 plusnet.co.uk [212.159.8.2]
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Freyr.---------------.lan [10.13.0.18]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% VIGOR.router [10.13.0.1]
1/ 100 = 1% |
2 643ms 1/ 100 = 1% 0/ 100 = 0% lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
0/ 100 = 0% |
3 --- 100/ 100 =100% 99/ 100 = 99% irb.10.pcl-cr01.plus.net [84.93.249.81]
0/ 100 = 0% |
4 669ms 1/ 100 = 1% 0/ 100 = 0% ae1.ptw-cr01.plus.net [195.166.129.0]
0/ 100 = 0% |
5 653ms 1/ 100 = 1% 0/ 100 = 0% te9-4.ptn-gw01.plus.net [195.166.129.33]
1/ 100 = 1% |
6 679ms 2/ 100 = 2% 0/ 100 = 0% gi5-1.peh-cr02.plus.net [84.93.232.61]
1/ 100 = 1% |
7 627ms 3/ 100 = 3% 0/ 100 = 0% po5.peh-cr01.plus.net [84.93.232.16]
0/ 100 = 0% |
8 627ms 3/ 100 = 3% 0/ 100 = 0% vlan2658.peh-elb02.plus.net [84.93.232.53]
2/ 100 = 2% |
9 695ms 5/ 100 = 5% 0/ 100 = 0% plusnet.co.uk [212.159.8.2]
Trace complete.
C:\Users\Rob>
As you can see the data loss is noticeable. Does anyone have any suggestions:
a) how I can fix this from my side.
b) how to do a triggered speed test on a transitory fault.
c) how to get plus net business support to pay attention?
Many thanks, I don't expect miracles.
Re: Lost Packets within PlusNet Backbone
13-08-2014 6:40 PM
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Welcome to the forums.
If you are loosing bandwidth, then the best place to start is with the basic ADSL stats - an you please collect the data requested here - http://community.plus.net/forum/index.php/topic,96155.0.html
Is there noise on the phone line?
If you are loosing packets between your premises and PlusNet then the issue is more likely to be down to your link with the exchange and / or REIN, but lets leave that until later. You might want to consider setting up a Think Broad Band quality monitor configured to ping the router which would eliminate your internal network- see here http://community.plus.net/forum/index.php/topic,106312.0.html
This is going to be akin to peeling an onion!
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Lost Packets within PlusNet Backbone
13-08-2014 6:53 PM
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As explained in my post, the data is not being lost in the broadband connection to the house. I can see that is mostly clear in comparison to the backbone, this is quite obviously a systems issue in the backbone. As the data connection through the router is ok, it's not an ADSL issue. This seems to be their stock reply. I'm an ex-Telco developer, software engineer, data comms and IP literate. I used to write the stuff they are using to diagnose some of these problems, and I can tell the problem is in their network. Noise on the phone line would indicate a local issue, and I again have confirmed there is negligible data loss between here and the exchange. I think the SNR threshold may be a bit high, they increased it last week to attempt to stop lost data and that may have dowsed my data rate a bit, but that's not the cause of the lost packets downstream.
ADSL Information ( ADSL Firmware Version: 232201_A)
ATM Statistics
TX CellsTX 19603363
RX Cells 385696528
CRC errs 0
RX CRC errs 241
Mode ADSL2(G.992.3)
State SHOWTIME
Up Speed 864000
Down Speed 6976000
SNR Margin 6
Loop Att. 36
Rob
Re: Lost Packets within PlusNet Backbone
13-08-2014 6:56 PM
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0 Freyr.---------------.lan [10.13.0.18]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% VIGOR.router [10.13.0.1]
1/ 100 = 1% |
2 643ms 1/ 100 = 1% 0/ 100 = 0% lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
This shows packet loss between your router and our gateway, which means it's likely between your router, the exchange or further up in the BTW network .
Ex-Broadband Service Manager
Re: Lost Packets within PlusNet Backbone
13-08-2014 7:01 PM
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That does show some loss in the subscriber connection yeas, but:
3 --- 100/ 100 =100% 99/ 100 = 99% irb.10.pcl-cr01.plus.net [84.93.249.81]
0/ 100 = 0% |
4 669ms 1/ 100 = 1% 0/ 100 = 0% ae1.ptw-cr01.plus.net [195.166.129.0]
0/ 100 = 0% |
5 653ms 1/ 100 = 1% 0/ 100 = 0% te9-4.ptn-gw01.plus.net [195.166.129.33]
1/ 100 = 1% |
6 679ms 2/ 100 = 2% 0/ 100 = 0% gi5-1.peh-cr02.plus.net [84.93.232.61]
1/ 100 = 1% |
7 627ms 3/ 100 = 3% 0/ 100 = 0% po5.peh-cr01.plus.net [84.93.232.16]
0/ 100 = 0% |
8 627ms 3/ 100 = 3% 0/ 100 = 0% vlan2658.peh-elb02.plus.net [84.93.232.53]
2/ 100 = 2% |
9 695ms 5/ 100 = 5% 0/ 100 = 0% plusnet.co.uk [212.159.8.2]
Shows loss in every other connection too, and as Townman suggested I check.... The router error rates are quite low on the router.
I captured this only a minute ago:
C:\Users\Rob>pathping plusnet.co.uk
Tracing route to plusnet.co.uk [212.159.8.2]
over a maximum of 30 hops:
0 Freyr.creativeimpulse.lan [10.13.0.18]
1 VIGOR.router [10.13.0.1]
2 lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
3 irb.10.pcl-cr01.plus.net [84.93.249.81]
4 ae1.ptw-cr01.plus.net [195.166.129.0]
5 te9-4.ptn-gw01.plus.net [195.166.129.33]
6 gi5-1.peh-cr02.plus.net [84.93.232.61]
7 po5.peh-cr01.plus.net [84.93.232.16]
8 vlan2658.peh-elb02.plus.net [84.93.232.53]
9 plusnet.co.uk [212.159.8.2]
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Freyr.creativeimpulse.lan [10.13.0.18]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% VIGOR.router [10.13.0.1]
0/ 100 = 0% |
2 482ms 0/ 100 = 0% 0/ 100 = 0% lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
0/ 100 = 0% |
3 --- 100/ 100 =100% 100/ 100 =100% irb.10.pcl-cr01.plus.net [84.93.249.81]
0/ 100 = 0% |
4 490ms 1/ 100 = 1% 1/ 100 = 1% ae1.ptw-cr01.plus.net [195.166.129.0]
0/ 100 = 0% |
5 483ms 1/ 100 = 1% 1/ 100 = 1% te9-4.ptn-gw01.plus.net [195.166.129.33]
0/ 100 = 0% |
6 487ms 1/ 100 = 1% 1/ 100 = 1% gi5-1.peh-cr02.plus.net [84.93.232.61]
0/ 100 = 0% |
7 486ms 2/ 100 = 2% 2/ 100 = 2% po5.peh-cr01.plus.net [84.93.232.16]
0/ 100 = 0% |
8 513ms 0/ 100 = 0% 0/ 100 = 0% vlan2658.peh-elb02.plus.net [84.93.232.53]
0/ 100 = 0% |
9 526ms 0/ 100 = 0% 0/ 100 = 0% plusnet.co.uk [212.159.8.2]
Trace complete.
This shows loss, but none in the section you refer to.
Cheers
Rob
Re: Lost Packets within PlusNet Backbone
13-08-2014 7:07 PM
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Ex-Broadband Service Manager
Re: Lost Packets within PlusNet Backbone
13-08-2014 7:11 PM
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Re: Lost Packets within PlusNet Backbone
13-08-2014 7:15 PM
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I'd be delighted to have this conversation via e-mail or on the phone if you want. I've been unable to make contact with support AND submit the monitoring evidence I have to hand. The only option seemed to be submit the BT speed checker... I just want my data rate and reliability back up. If the VOIP is dropping due to poorly profiled traffic on the downlink, fine.. fix it and we'll all be happy. If it's lost data in the network, fine fix it.
I called the business support guys, as I couldn't find anywhere to e-mail or submit a ticket online. They immediately assumed it was an ADSL permanent condition and wanted me to do a speed checker. Now the speed did drop very low last night, and it may be related... However, the evidence I have relates to lost data persistently but intermittently throughout the day, and not just today according to my ping monitor. They simply pointed me at the BT speed checker and said do it next time it plays up... I run my own business, I'm not going to sit on the net and hover over the speed checker button for the next 3 hours. I have evidence that it's loosing data, I have a ping response capable router.
As I say, happy to chat. Happy to help, not going to dedicate my business to fixing your network. I simply want reliable data links. As ejs says... the latency is rather telling....
Cheers
Rob
Re: Lost Packets within PlusNet Backbone
13-08-2014 7:30 PM
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Re: Lost Packets within PlusNet Backbone
13-08-2014 7:37 PM
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Re: Lost Packets within PlusNet Backbone
14-08-2014 10:56 AM
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Larbert Exchange in Falkirk. I have included the latest Ping capture, the red lines are the lost packet episodes. You'll not it got massively worse at about 14:00 two days in a row, with a bad hit yesterday at 16:30.
The latest pingpath was quite good this morning, but note there has been interruption at 10:00 already, it'll be interesting to see what chaos breaks out at 14:00.
Cheers
Rob
Re: Lost Packets within PlusNet Backbone
14-08-2014 11:11 AM
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Re: Lost Packets within PlusNet Backbone
14-08-2014 11:16 AM
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Re: Lost Packets within PlusNet Backbone
14-08-2014 11:33 AM
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I imagine there's an issue in the BTW network somewhere, particularly if you're not seeing any errors on your line.
Out of interest, I wonder why you've not been upgraded to ADSL2+ (it looks like it's available on your exchange)? Your downstream speed should nearly double.
Re: Lost Packets within PlusNet Backbone
14-08-2014 11:33 AM
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I've just had a quick chat with a couple of the guys here and they've asked if you'd be able to set up a ThinkBroadband quality monitor alongside the other monitoring you've been providing?
Thanks.
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