cancel
Showing results for 
Search instead for 
Did you mean: 

Ping spikes and connection drops

Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Ping spikes and connection drops

About a month ago or so I started having an issue where my internet would consistently drop out and even when it was up was unusable due to speed. After calling support we finally got some of the issues sorted but I continued to have problems which we worked on over a period of about 2 weeks.
While I am still having disconnections a couple of times a day it isn't as bad as it was but I have noticed major ping issues since having this problem.
Whenever I watch videos on sites like youtube my ping goes through the roof and everything lags (Games / Ventrilo) and every now and then my ping will just spike to over 4k for no reason.
Is anyone else having similar issues or knows a way to fix this problem?
<a href="http://www.speedtest.net/my-result/3492377746"><img src="http://www.speedtest.net/result/3492377746.png" /></a>
22 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ping spikes and connection drops

Hi Tayl0r,
I'm really sorry to hear that you're having problems with your connection.
I've taken a look at your connection and it looks relatively stable:
<img src="http://community.plus.net/visualradius/generated/image13998967077850.png"/>
However, having look at the DLM Data, we can see the sporadic disconnects your connection has suffered between your router and your Local Exchange.
So we can rule out any internal wiring/equipment; would you be able to connect your router into your Test Socket with an alternative microfilter?
Chris Pettitt
Cloud Environments Engineer
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

I recently had a technician round (after my recent major disconnecting issue) and he said all internal wiring was fine. He also installed a new face unit (I believe its called?) on our phone line as ours was outdated, the new unit doesn't need a micro filter apparently as it has one built in. I can connect to router to the test socket tonight if thats ok?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Ping spikes and connection drops

Let us know when you've connected to your test socket and we'll check over your line again.
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

Its now connected to the test socket with a filter on it.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Ping spikes and connection drops

Great, your line appears to be error free at the minute. It would be good to leave you router connected to your test socket for the next 24-48 hours so we can see if there's any disconnections or errors.
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

The issues im having are that it disconnects me atleast twice a day and also that whenever I, or anyone on the network, watches any kind of streamed video (youtube, etc...) it causes latency issues on other programs (Games, Ventrilo...).
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Ping spikes and connection drops

Your connection is around the 2.7Mb/s mark, so streaming and gaming will be taking up all of your bandwidth.
I've adjusted your speed profile to match your sync rate as it was slightly out of line, so lets this if this helps solve it.
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

Its always been around 3mb though and its never happened before.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Ping spikes and connection drops

Your speed profile was not set correct which we use to prioritise traffic on your line, this is now again set correctly so hopefully this will stop you seeing the issues you've experienced recently.
MichaelBendikas
Grafter
Posts: 44
Registered: ‎25-05-2012

Re: Ping spikes and connection drops

A month ago i have started to have the exact same problems as you are describing i have been in a month long ticket with plusnet and they have replaced everything possible apart from my drop wire and i am still having this same issue.
5mb to 6mb download and 0.8mb upload
http://www.speedtest.net/my-result/3502354104
Upload speed is a bit off atm
Ping while doing that speed test
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

Quote from: Michael
A month ago i have started to have the exact same problems as you are describing i have been in a month long ticket with plusnet and they have replaced everything possible apart from my drop wire and i am still having this same issue.
5mb to 6mb download and 0.8mb upload
http://www.speedtest.net/my-result/3502354104

Mine started around a month ago aswell... Lets see how it is now theyve changed something.
MichaelBendikas
Grafter
Posts: 44
Registered: ‎25-05-2012

Re: Ping spikes and connection drops

Quote from: Chris
Your speed profile was not set correct which we use to prioritise traffic on your line, this is now again set correctly so hopefully this will stop you seeing the issues you've experienced recently.

Any chance i can have this done on my line as well? and maybe check if my upload is capped?, Thanks Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Ping spikes and connection drops

I've just updated your Speed Profile for you and your upload speeds are already uncapped Smiley
Chris Pettitt
Cloud Environments Engineer
Tayl0r
Newbie
Posts: 9
Registered: ‎09-05-2014

Re: Ping spikes and connection drops

Update:
Still getting the exact same issue where my ping in Ventrilo and Games spikes when watching any videos; It shouldn't have anything to do with my low speed as I have had the exact same speed since I moved into this house 7 years ago and its only just started to happen.
I had no issues with plusnet for the first month or two since signing up but then it started disconnecting me and all these issues started to appear.