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Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

shenzhuxi
Newbie
Posts: 3
Registered: ‎21-06-2019

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

I'm having the same problem, and I don't have a home phone either. 

I had contacted the customer service online, but I was told that there's nothing wrong and I shouldn't expect any improvement, even I pointed out the request time outs and showed him this issue. 

Since the "High Resistance" fault is a known issue here, please do something to fix the connection. 

8 REPLIES 8
dvorak
Moderator
Moderator
Posts: 29,610
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Registered: ‎11-01-2008

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone


Moderators Note


This topic has been split from another thread for better visibility.

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

@shenzhuxi,

 

I've run some tests on your connection, and while the other customer (from the thread your post has been split from) had a high resistance fault on their connection your does not. I've provided the broadband test below:

 

 

 

On an ADSL connection a high resistance fault wouldn't actually show on the above test, but would on a copper line test. I've run this separately and this is also clear.

 

There are some errors on the connection and the mean time between errors is much lower than it should be which could potentially cause some of the issues you're experiencing and the line quality doesn't look too good either. 

 

Unfortunately there's nothing too obvious to really point to the requirement of an engineer visit without you performing the required internal checks. Also it would be useful to provide us some testing to show how bad the problem is, and when and how it's happening. Traceroutes would be useful, pings, some more indepth explanation of exactly what is happening on your connection from your perspective (other than it's the same as the other thread).

 

 

 

 

 

 

shenzhuxi
Newbie
Posts: 3
Registered: ‎21-06-2019

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

@JOLO Please have a look at my traceroute results. 

traceroute google.com without any uploading
traceroute to google.com (216.58.213.14), 64 hops max, 52 byte packets
1 dsldevice.lan (192.168.1.254) 2.897 ms 1.649 ms 1.830 ms
2 * * *
3 * 129.hiper04.sheff.dial.plus.net.uk (195.166.143.129) 13.269 ms 12.856 ms
4 128.hiper04.sheff.dial.plus.net.uk (195.166.143.128) 15.368 ms 12.902 ms 12.540 ms
5 core1-be1.colindale.ukcore.bt.net (195.99.125.132) 15.289 ms 14.855 ms
195.99.125.136 (195.99.125.136) 16.265 ms
6 peer2-et-3-0-4.slough.ukcore.bt.net (109.159.252.122) 16.241 ms
peer8-et-3-1-6.telehouse.ukcore.bt.net (109.159.252.174) 13.856 ms
peer7-et-0-0-4.telehouse.ukcore.bt.net (109.159.252.156) 14.940 ms
7 109.159.253.3 (109.159.253.3) 14.388 ms 15.159 ms
109.159.253.69 (109.159.253.69) 17.229 ms
8 * * 108.170.246.161 (108.170.246.161) 17.463 ms
9 108.170.238.120 (108.170.238.120) 14.230 ms
172.253.66.98 (172.253.66.98) 34.852 ms
216.239.56.194 (216.239.56.194) 69.325 ms
10 172.253.65.209 (172.253.65.209) 74.320 ms
172.253.65.211 (172.253.65.211) 73.623 ms
74.125.242.114 (74.125.242.114) 31.562 ms
11 216.239.58.131 (216.239.58.131) 16.499 ms
lhr25s25-in-f14.1e100.net (216.58.213.14) 15.777 ms 13.517 ms

traceroute google.com while uploading a 2.2 MB pdf file to Google Drive
traceroute to google.com (216.58.213.14), 64 hops max, 52 byte packets
1 dsldevice.lan (192.168.1.254) 2.425 ms 1.727 ms 1.872 ms
2 * * *
3 129.hiper04.sheff.dial.plus.net.uk (195.166.143.129) 1837.154 ms * *
4 128.hiper04.sheff.dial.plus.net.uk (195.166.143.128) 13.281 ms 12.997 ms 17.337 ms
5 195.99.125.136 (195.99.125.136) 16.619 ms 14.953 ms
core1-be1.colindale.ukcore.bt.net (195.99.125.132) 14.445 ms
6 62.172.103.226 (62.172.103.226) 13.858 ms
194.72.16.80 (194.72.16.80) 17.043 ms
peer8-et-0-1-6.telehouse.ukcore.bt.net (194.72.16.144) 14.541 ms
7 109.159.253.219 (109.159.253.219) 17.128 ms
109.159.253.189 (109.159.253.189) 15.902 ms
109.159.253.235 (109.159.253.235) 15.867 ms
8 * * *
9 216.239.58.222 (216.239.58.222) 43.477 ms
172.253.66.86 (172.253.66.86) 43.212 ms
lhr25s25-in-f14.1e100.net (216.58.213.14) 39.220 ms

 

Here is the pings I got when I upload a file. 

ping community.plus.net
PING d14xs8zr41zt1m.cloudfront.net (143.204.192.62): 56 data bytes

64 bytes from 143.204.192.62: icmp_seq=29 ttl=244 time=85.883 ms
64 bytes from 143.204.192.62: icmp_seq=30 ttl=244 time=54.284 ms
64 bytes from 143.204.192.62: icmp_seq=31 ttl=244 time=84.702 ms
64 bytes from 143.204.192.62: icmp_seq=32 ttl=244 time=89.976 ms
64 bytes from 143.204.192.62: icmp_seq=33 ttl=244 time=19.926 ms
64 bytes from 143.204.192.62: icmp_seq=34 ttl=244 time=681.711 ms

Request timeout for icmp_seq 35
64 bytes from 143.204.192.62: icmp_seq=35 ttl=244 time=1665.479 ms
64 bytes from 143.204.192.62: icmp_seq=36 ttl=244 time=957.361 ms
64 bytes from 143.204.192.62: icmp_seq=37 ttl=244 time=35.371 ms
64 bytes from 143.204.192.62: icmp_seq=38 ttl=244 time=438.088 ms

Request timeout for icmp_seq 35
64 bytes from 143.204.192.62: icmp_seq=39 ttl=244 time=1048.675 ms
64 bytes from 143.204.192.62: icmp_seq=40 ttl=244 time=126.499 ms
64 bytes from 143.204.192.62: icmp_seq=41 ttl=244 time=621.375 ms

Request timeout for icmp_seq 35
64 bytes from 143.204.192.62: icmp_seq=42 ttl=244 time=873.447 ms
64 bytes from 143.204.192.62: icmp_seq=43 ttl=244 time=1106.661 ms
64 bytes from 143.204.192.62: icmp_seq=44 ttl=244 time=257.885 ms
64 bytes from 143.204.192.62: icmp_seq=45 ttl=244 time=617.377 ms
64 bytes from 143.204.192.62: icmp_seq=46 ttl=244 time=111.275 ms
64 bytes from 143.204.192.62: icmp_seq=47 ttl=244 time=430.872 ms
64 bytes from 143.204.192.62: icmp_seq=48 ttl=244 time=928.462 ms
64 bytes from 143.204.192.62: icmp_seq=49 ttl=244 time=163.838 ms
64 bytes from 143.204.192.62: icmp_seq=50 ttl=244 time=28.375 ms
64 bytes from 143.204.192.62: icmp_seq=51 ttl=244 time=38.195 ms
64 bytes from 143.204.192.62: icmp_seq=52 ttl=244 time=22.350 ms

 

BTW, I don't have a home phone and I'm using the master socket.

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

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

If you're using the Plusnet Hub Zero (2704n) router, your issue may be what's known as bufferbloat, and unless Plusnet are going to fix the router firmware, the solution will be to get a different router.

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

Hi @shenzhuxi 

 

When you say you are using the master socket, can you confirm if you have removed the faceplate and connected to the Test Socket as per the info here ? 

 

Thanks, 

MoR 

shenzhuxi
Newbie
Posts: 3
Registered: ‎21-06-2019

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

@MasterOfReality I think what you mean is like the photo. 

IMG_20190623_112101
@ejs Yes, I'm using 2704n. It looks like the buffer bloat problem.
Thanks.

Optimatts
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 442
Fixes: 19
Registered: ‎25-09-2018

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

Hi @shenzhuxi

Sorry if I'm asking an obvious question, but are you experiencing these problems on a wired or wireless connection?

 

 

Townman
Superuser
Superuser
Posts: 23,261
Thanks: 9,766
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Registered: ‎22-08-2007

Re: Connection intermittently drops. Uploads eventually kill the connection. No home phone

A telephone hand set is an essential diagnostic tool. Have you checked the line for a clear dial tone and no line noise? Line noise can be intermittent and should be checked for from time to time, especially when broadband is thought to be slow.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.