Poor internet service: packet loss and variable latency

[#1]

Hi All!

I've had 3.5% packet loss and an average latency of 350ms over the last 4 hours. This sort of degraded service is not an uncommon occurrence we moved into our house and setup a new service with plusnet in September 2019.

I would like help achieving a usable internet service soon or to end the service and move to another provider.

Graph of packet loss and average latency measured by the router pinging google.com.

Diagnostic test by bt openreach.

DSL Stats

DSL Graphs

Ping plotter from a client on the wireless network. Red blocks are packet loss.

The network equipment is plugged into a master socket 5C with a MK4 faceplate.

The modem is a Huawei EchoLife HG612 3B with the latest firmware version.

The router is a PC Engines APU2 E4 with the lastest version of pfsense.

The wireless, though not directly relevant as the poor service is seen by the router, which is upstream of the wireless ap, is a unifi ap ac lite.

Can anyone help improve my connection?

MERRY CHRISTMAS 😋

Alex

[#2]

Hey @tippol,

Thanks for reaching out to us here.

Sorry you're not getting the service expected from us and I apologise for the inconvenience this causes you.

I've ran a couple of tests from this side, everything looks spot on in regards to speed and stability. I have made a change to some settings from this side, it can take up to an hour for it to complete. Can you also clarify what devices you are seeing this packet loss & if they are connected via the test socket?

Let us know how you get on,

Thanks.

[#3]

Hi Maddy

Thanks very much for looking into this.

Your questions

1. The modem is plugged into the normal socket of the master socket, not the test socket (see photo in the first post).

2. I experience the poor internet connection (packet loss and poor latency) directly from the router (see traffic graph first post) and a laptop connected by wifi (see ping plotter first post).

My internet service has been down for the last half an hour or so.

The DSL link is up on the modem. I tried restarting the modem

The Router is not able to make a PPOE connection. I tried restarting the router.

Here are the router logs for PPPOE. I am trying to understand if there's something I need to do from the logs now.

Do you know if there is anything I should check in response to the settings you changed? I confirm I have not changed any settings from when I made my original post.

Thanks

Alex

[#4]

has the MRU/MTU been changed?

Please note that before 1000 today PPPOE auth was working. I tried a lower about 30 mins ago MRU and then reverted to its original setting of 1492.

[wan_link0] MRU 1492

[wan_link0] MAGICNUM 0x476239f8

[wan_link0] LCP: state change Ack-Sent --> Opened

[wan_link0] LCP: auth: peer wants CHAP, I want nothing

[wan_link0] LCP: LayerUp

[wan_link0] CHAP: rec'd CHALLENGE #1 len: 74

[wan_link0] Name: "acc-aln1.fv"

[wan_link0] CHAP: Using authname "redacted@plusdsl.net"

[wan_link0] CHAP: sending RESPONSE #1 len: 45

[wan_link0] CHAP: rec'd FAILURE #1 len: 31

[wan_link0] MESG: CHAP authentication failure

[wan_link0] LCP: authorization failed

[wan_link0] LCP: parameter negotiation failed

[wan_link0] LCP: state change Opened --> Stopping

[wan_link0] LCP: SendTerminateReq #95

[wan_link0] LCP: LayerDown

[#5]

Internet still down after the settings were changed at plusnet's end. Please can someone take a look!

[#6]

@tippol  from your log it seems either your username of password does not match up:

Have you recently changed your account password?

[wan_link0] CHAP: sending RESPONSE #1 len: 45

[wan_link0] CHAP: rec'd FAILURE #1 len: 31

[wan_link0] MESG: CHAP authentication failure

[wan_link0] LCP: authorization failed

[wan_link0] LCP: parameter negotiation failed

[#7]

@Mustrum Thanks!

I changed the password a few days ago and the PPP connection didn't break at the time, so I forgot about it. I guess it doesn't notice until the connection breaks and is re authorised.

Perhaps after maddy's settings were changed it forces a reconnect.

I'll keep and eye on things thanks again to the both of you.

[#8]

No worries, @tippol.

Let us know if you need anything further.

Thanks - LF