cancel
Showing results for 
Search instead for 
Did you mean: 

Packet Loss - Ready to Leave

Downtheloo
Dabbler
Posts: 11
Registered: ‎05-11-2016

Re: Packet Loss - Ready to Leave

Your post from wednesday seems to show a traceroute to google.com. Below is a text output of my traceroute to google.com. Notice the time values, your traceroute is taking for ever before it even gets to the plusnet access point. I'd say this is a BT and not a plusnet issue. Just for fun could you try switching to google dns? Use 8.8.8.8 as the primary and 8.8.4.4 as the secondary and see if there is any improvment.

 

 

traceroute to www.google.com (216.58.212.100), 30 hops max, 60 byte packets
1 dsldevice.lan (192.168.1.254) 3.210 ms 3.881 ms 5.044 ms
2 172.17.0.154 (172.17.0.154) 9.939 ms 10.520 ms 11.165 ms
3 172.17.4.94 (172.17.4.94) 11.696 ms 12.586 ms 12.652 ms
4 172.17.10.198 (172.17.10.198) 20.327 ms 20.759 ms 21.154 ms
5 be2.psb-ir02.plus.net (195.166.129.182) 21.734 ms 22.316 ms 23.065 ms
6 195.99.125.142 (195.99.125.142) 24.361 ms 195.99.125.138 (195.99.125.138) 18.441 ms 18.565 ms
7 peer6-hu0-11-0-1.telehouse.ukcore.bt.net (195.99.127.13) 19.078 ms 62.172.103.193 (62.172.103.193) 14.692 ms 213.121.193.207 (213.121.193.207) 15.050 ms
8 109.159.253.67 (109.159.253.67) 16.042 ms 195.99.126.185 (195.99.126.185) 16.486 ms 109.159.253.67 (109.159.253.67) 18.717 ms
9 216.239.48.143 (216.239.48.143) 18.221 ms 216.239.54.215 (216.239.54.215) 19.650 ms 216.239.48.113 (216.239.48.113) 20.015 ms
10 108.170.238.151 (108.170.238.151) 20.839 ms 21.339 ms 22.218 ms
11 lhr35s06-in-f4.1e100.net (216.58.212.100) 22.778 ms 23.047 ms 23.508 ms
bill@bill-Aspire-5733:~$

thedonut
Dabbler
Posts: 16
Thanks: 4
Registered: ‎25-05-2016

Re: Packet Loss - Ready to Leave

UPDATE: This has managed to get worse, not better - despite Plusnet trying to increase my SNR and turn interleaving on (both things they have tried before, so we're going around in circles).

 

Below is an image of today - as you can see, it's very festive in red.

Untitled-1.jpg

Subsequently and due only down to the very little attention and help I have received from Plusnet, I am moving providers to Andrew & Arnold. 

I have waited over 6 months to achieve a stable connection and it's wittled down to 2MB down and 32kbps (yes, that's right) upload because of the frequent disconnections that are occuring. 

Plusnet continue to try things they have tried before and claim it will fix the problem, but it never does and then I am forced to wait another 5 days to get a reply, usually automated, to my ticket(s).

Plusnet, you absolutely did nobody proud during my time with you as a customer. 

ejs
Aspiring Hero
Posts: 5,442
Thanks: 631
Fixes: 25
Registered: ‎10-06-2010

Re: Packet Loss - Ready to Leave

The upstream speed cannot be banded, so the 32kbps upload speed cannot be due to DLM action triggered by lots of disconnections. So I think the 32kbps upload has not been caused by all the disconnections, the 32kbps upload is a sign your line is seriously faulty (since you've already tried replacing all the equipment at your end).

It's not really a packet loss problem itself, the packet loss is merely a symptom of some sort of line fault.

A line fault will still be there whichever ISP you are with, but A&A should be better at getting it fixed.

It might be useful to monitor your ADSL stats with a program like RouterStats or DSLstats, which requires a modem/router compatible with those programs. Then you might be able to see it's a seriously faulty line or some sort of REIN issue, rather than just seeing the symptoms of packet loss.

thedonut
Dabbler
Posts: 16
Thanks: 4
Registered: ‎25-05-2016

Re: Packet Loss - Ready to Leave

EJS,

 

Thank you for your reply. I completely agree it's a fault somewhere on Plusnet/BT side - but unfortunately I keep getting the same standard responses to 'troubleshoot'. I've had engineers out who tell me the line is fine and leave - it's all been very frustrating.

 

The only saving grace really is that A&A seem to be far more on the ball and little less lenient when it comes to dealin with BT's answers to problems.

 

ejs
Aspiring Hero
Posts: 5,442
Thanks: 631
Fixes: 25
Registered: ‎10-06-2010

Re: Packet Loss - Ready to Leave

If the physical line itself really is fine, that would suggest some sort of REIN issue, which can be difficult to get an engineer specifically to investigate, and even then, there's not necessarily anything that can be done about it - but of course that doesn't mean someone shouldn't try. I think it's fairly unusual for the upstream speed to be affected so badly, so I wouldn't want to definitely say it's a REIN issue without seeing a lot more ADSL stats or graphs from stats monitoring programs.

It's also very unfortunate that your thread may have been overlooked by a lot of people (forum members rather than Plusnet staff), because there are a lot of threads about packet loss at the moment, many of which may be due to some issue(s) with Plusnet's "new network", but I think your issue is more likely to be a line fault or REIN issue.

thedonut
Dabbler
Posts: 16
Thanks: 4
Registered: ‎25-05-2016

Re: Packet Loss - Ready to Leave

EJS,

 

Not sure if any of this is useful information? It's reconnected again and upstream has improved a little -- for now.

Capture.JPG

ejs
Aspiring Hero
Posts: 5,442
Thanks: 631
Fixes: 25
Registered: ‎10-06-2010

Re: Packet Loss - Ready to Leave

Yes, it's the right information, but the upstream speed is still in the "something is very wrong" range. It's so bad it's not really necessary to look further, you've already found a big problem! If it's like that at the time an engineer is present, I'd be astonished if they couldn't at least see that it's a problem. Even the longest lines still normally get 400k or more upstream.

To say whether the error counts are good or bad, you need to know what length of time the stats cover, and which ones get reset to zero when it re-connects, and which ones don't.

thedonut
Dabbler
Posts: 16
Thanks: 4
Registered: ‎25-05-2016

Re: Packet Loss - Ready to Leave

Morning all


I have an update. On Nov 17th I moved to Andrews & Arnold and despite still being in the learning period the connection is immediately better. If you check my previous screenshots you can see disconnections for minutes at a time, at least 10 times a day.

Since my move, this has been my connection on a daily basis:

image.JPG

I have experienced the occasionally 1% packet loss, but nothing close to what I was experiencing on Plusnet, who never did get to the bottom of the problem 6 months into it.

 

CodeBusters
Grafter
Posts: 57
Thanks: 5
Registered: ‎17-10-2016

Re: Packet Loss - Ready to Leave

Good to know that I am not the only one.

Plusnet have problems on their infrastructure that needs sorting.

They admitted they have a fault this morning (10:27) affecting packet loss & performance issues, although everybody on the forum has been telling them this for weeks, engineers need to look to the forum to see whats really happening on Plusnets networks.

Good luck with your new ISP.