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Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

JonoClouds
Newbie
Posts: 4
Registered: ‎27-07-2016

Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

Please help! My support ticket #130267641 is being ignored now.

Three days for almost all the time, packet loss between 20 and 50%, http unusable. Router syncs fine. Noise margin 6dB. Plusnet changed my profile a bit, it made no difference and now the ticket is simply languishing.

Traceroute looks like this:

traceroute to www.google.co.uk (216.58.198.163), 30 hops max, 60 byte packets
1 192.168.0.1 (192.168.0.1) 1.017 ms 1.381 ms 1.733 ms
2 * * *     [at this point there are several seconds delay]
3 * * *
4 172.17.7.141 (172.17.7.141) 13.242 ms 13.606 ms 14.248 ms
5 172.17.11.194 (172.17.11.194) 19.447 ms 19.830 ms 20.181 ms
6 be2.pcn-ir01.plus.net (195.166.129.164) 20.861 ms * 11.612 ms
7 core1-BE1.colindale.ukcore.bt.net (195.99.125.132) 12.400 ms 195.99.125.136 (195.99.125.136) 14.124 ms 14.410 ms
8 * * peer1-et-1-3-0.telehouse.ukcore.bt.net (195.99.127.19) 16.520 ms
9 * 109.159.253.67 (109.159.253.67) 17.967 ms *
10 * 72.14.234.65 (72.14.234.65) 11.302 ms *
11 * 108.170.232.99 (108.170.232.99) 11.287 ms 11.989 ms
12 lhr25s10-in-f3.1e100.net (216.58.198.163) 11.276 ms * 11.227 ms

Ping looks like:

PING www.google.co.uk (216.58.198.227) 56(84) bytes of data.
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=2 ttl=52 time=12.0 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=5 ttl=52 time=11.8 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=6 ttl=52 time=11.9 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=7 ttl=52 time=11.8 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=8 ttl=52 time=11.7 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=9 ttl=52 time=12.1 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=10 ttl=52 time=11.6 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=11 ttl=52 time=11.4 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=12 ttl=52 time=11.9 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=13 ttl=52 time=11.7 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=14 ttl=52 time=11.4 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=17 ttl=52 time=11.8 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=18 ttl=52 time=11.6 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=20 ttl=52 time=11.8 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=21 ttl=52 time=12.0 ms
64 bytes from lhr26s04-in-f3.1e100.net (216.58.198.227): icmp_seq=22 ttl=52 time=11.9 ms

--- www.google.co.uk ping statistics ---
22 packets transmitted, 16 received, 27% packet loss, time 21064ms
rtt min/avg/max/mdev = 11.405/11.817/12.112/0.248 ms

 

I've used Live Chat, the agent added another note to the support ticket but nothing has been done to help since then.

Please, if anyone can advise then I'd be most grateful.

Thanks - Jonathan

6 REPLIES
JonoClouds
Newbie
Posts: 4
Registered: ‎27-07-2016

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

Sorry, I didn't include router stats. Here they are:

 

ADSL Link     Downstream    Upstream
Connection Speed 14659 kbps 1095 kbps
Line Attenuation 30.5 db 14.4 db
Noise Margin 6.7 db 7.1 db

 

Connection is wired LAN, not WiFi.

warleyhill
Newbie
Posts: 2
Registered: ‎28-07-2016

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

Having the exact same issues.

 

Logged around a 25% packet loss night before last during peak hours, last night this reached 42%. I can't do my work from home and I cant' play games without extreme latency.

 

 

Please could we get some kind of update.

JonoClouds
Newbie
Posts: 4
Registered: ‎27-07-2016

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

@warleyhill

After 4 days of useless connection I rang PN and told them I wanted to cease the contract as they are in breach of it.

A very rude agent brushed this aside and insisted I must speak to tech support to resolve the issue. Whilst I was on hold waiting for the tech guy to answer, guess what? My connection was restored, it shot from about 50% packet loss to 0% instantly and remained there.

The tech guy insisted that this must be a coincidence. Odd, though, isn't it? 4 days of 50% packet loss becomes zero a minute after I threaten to leave.

The tech guy tried and failed to increase my noise margin from 6 to 9dB (with a small speed penalty) for better resilience. Having failed to do this, a 24h delay is imposed and a note has been added to the fault ticket to try again tomorrow. In the meantime, my connection is absolutely perfect (still at 6dB margin).

warleyhill
Newbie
Posts: 2
Registered: ‎28-07-2016

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

Well, mixed feelings there - at least yours is now resolved!

I'll definitely be sure to give them a call tonight with all my details, fingers crossed!

Community Veteran
Posts: 489
Thanks: 39
Fixes: 2
Registered: ‎26-09-2015

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

Hi, just a couple of points to make sure you're not distracted by irrelevant results or misleading tests.

(1) I would never recommend using traceroute to test timings along a path.  As you've seen there are often devices that don't sent the TTL expired messages, resulting in gaps or timeouts mid path.   Also I have many times seen traceroutes where the reported times from intermediate hops are longer than that from the final destination.  You can see both these (non) issues in the first post.

(2) Please note that Google as a matter of policy polices the rate at which ping traffic is processed within their network.   That means that at times you will stop getting replies from Google, simply because of conditions within their own network.  Un

JonoClouds
Newbie
Posts: 4
Registered: ‎27-07-2016

Re: Please Help! Massive packet loss for 3 days, router sync etc fine, support ticket languishing

@aesmith

Thanks for the good advice. I am sure you are correct on both points. I would only add that I pinged a good variety of destination IPs and all gave the same results - lots of packet loss. It has ceased now as if by magic.