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Packet loss - line fault. Having no luck with support...

orangesoda687
Newbie
Posts: 2
Registered: 11-05-2015

Packet loss - line fault. Having no luck with support...

Hi
Maybe someone here can help me. I've had a fault logged, ongoing for 3 weeks now. ID 103020189 , username orangesoda687 . A week ago I had a BT engineer come out to check my internal wiring, everything checked out fine but the problem still exists. Let me be clear what my issue is here. I'm getting high amounts of packet loss, to a point where basic ping tests timeout massively. Skype, Youtube. Any basic application will lag and drop out. My issue is not always that my DSL drops out, but that i get a very degraded service, packet loss.
After waiting a week for someone to get back to me, being told the same story someone will get back to me in 72 hours.. 72 hours passes, another 72... Then today someone closed my fault and said it's resolved, obviously not reading all of my previous comments including screenshots of the issue. And an update from a service desk technician when i phoned. I phoned back after this was closed and was told I have to wait another 72 hours for a response. I wonder if i will be waiting a week again.
Oh and when they contacted me, they apparently left a message on my home phone. I don't have any home phone plugged in, no voicemail. And my main contact on the account is my mobile number. So i didn't get any oppurtunity to speak to anyone at all.
PLEASE CAN I TALK TO SOMEONE ABOUT THIS. I'm really sorry to go on, but I'm feeling completely ignored here and nobody is actually willing to talk to me about the issue. I have no idea what to do, short of cancelling my service and going with Zen or something which I'm getting very tempted to do now
Chris
1 REPLY
orangesoda687
Newbie
Posts: 2
Registered: 11-05-2015

Re: Packet loss - line fault. Having no luck with support...

I have taken a the adsl stats that my router has recorded, maybe it might help? FEC errors seem high?
> adsl info --stats
adsl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 8000
Max:    Upstream rate = 864 Kbps, Downstream rate = 17128 Kbps
Path:  0, Upstream rate = 864 Kbps, Downstream rate = 15270 Kbps
Link Power State:      L0
Mode:                  ADSL2+
TPS-TC:                ATM Mode
Trellis:                U:ON /D:ON
Line Status:            No Defect
Training Status:        Showtime
                Down            Up
SNR (dB):        4.1            14.7
Attn(dB):        32.0            19.2
Pwr(dBm):        0.0            12.8
                        ADSL2 framing
MSGc:          59              64
B:              236            13
M:              1              8
T:              2              2
R:              16              16
S:              0.4955          4.0000
L:              4084            256
D:              64              8
                        Counters
SF:            4030056        833150
SFErr:          148459          8
RS:            523907326              487270
RSCorr:        18692585                826
RSUnCorr:      9094412        0
HEC:            142405          2
OCD:            6229            0
LCD:            18              0
Total Cells:    2318908253              131960693
Data Cells:    92127694                4640016
Drop Cells:    0
Bit Errors:    0              679
ES:            37594          7
SES:            28661          0
UAS:            237            237
AS:            64912
INP:            1.00            2.00
PER:            16.10          17.50
delay:          7.92            8.00
OR:            32.28          32.00
Bitswap:        1977            10
Total time = 1 days 15 hours 34 min 0 sec
FEC:            161274567              900
CRC:            1647370        8
ES:            37594          7
SES:            28661          0
UAS:            237            237
LOS:            2              0
LOF:            17              0
Latest 15 minutes time = 4 min 0 sec
FEC:            92057          0
CRC:            718            0
ES:            20              0
SES:            12              0
UAS:            0              0
LOS:            0              0
LOF:            0              0
Previous 15 minutes time = 15 min 0 sec
FEC:            270983          0
CRC:            3225            0
ES:            58              0
SES:            52              0
UAS:            0              0
LOS:            0              0
LOF:            0              0
Latest 1 day time = 15 hours 34 min 0 sec
FEC:            15159225                0
CRC:            123856          0
ES:            3338            0
SES:            2212            0
UAS:            0              0
LOS:            0              0
LOF:            0              0
Previous 1 day time = 24 hours 0 sec
FEC:            18969540                834
CRC:            139354          8
ES:            4681            7
SES:            2560            0
UAS:            83              83
LOS:            1              0
LOF:            9              0
Since Link time = 18 hours 1 min 51 sec
FEC:            18692585                826
CRC:            148459          8
ES:            4132            7
SES:            2654            0
UAS:            0              0
LOS:            0              0
LOF:            0              0