Significant packet loss

[#1]

Been having issues with a stable Battle.net connection all day. Decided to run their trace route and found this:

http://eu-looking-glass.battle.net/

TRACEROUTE:
traceroute to 195.99.44.59 (195.99.44.59), 15 hops max, 60 byte packets
 1  Blizzard (Blizzard)  0.545 ms  0.629 ms  0.746 ms
 2  * * *
 3  37.244.9.102 (37.244.9.102)  0.729 ms  0.777 ms  0.817 ms
 4  24.105.31.19 (24.105.31.19)  8.705 ms  8.760 ms  8.849 ms
 5  37.244.11.32 (37.244.11.32)  8.629 ms  8.749 ms  8.828 ms
 6  LINX1.ukcore.BT.net (195.66.224.11)  9.102 ms  9.119 ms  9.117 ms
 7  core3-te0-8-0-1.faraday.ukcore.bt.net (62.6.201.192)  10.041 ms  10.085 ms  10.099 ms
 8  core1-hu0-0-0-0.colindale.ukcore.bt.net (195.99.127.65)  9.603 ms  9.556 ms  9.529 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


27/06/2017 13:20:47 UTC
--------------------

PING:
PING 195.99.44.59 (195.99.44.59) 56(84) bytes of data.

--- 195.99.44.59 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 4999ms



27/06/2017 13:20:47 UTC
--------------------

MTR:
HOST: Blizzard              Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. Blizzard                           0.0%    10    0.5   0.7   0.5   0.9   0.1
  2. ???                                     100.0    10    0.0   0.0   0.0   0.0   0.0
  3. 37.244.9.102                             0.0%    10    0.8   0.8   0.7   0.9   0.1
  4. 24.105.31.19                             0.0%    10    8.6   8.6   8.5   8.7   0.1
  5. 37.244.11.32                             0.0%    10    8.4   8.5   8.4   8.7   0.1
  6. LINX1.ukcore.BT.net                      0.0%    10    9.1   9.0   8.5   9.2   0.3
  7. core3-te0-8-0-1.faraday.ukcore.bt.net    0.0%    10   10.0   9.8   9.2  10.0   0.3
  8. core1-hu0-0-0-0.colindale.ukcore.bt.net  0.0%    10    9.5  11.0   9.5  18.3   2.6
  9. core1-hu0-0-0-0.colindale.ukcore.bt.net 90.0%    10    9.7   9.7   9.7   9.7   0.0
 10. ???                                     100.0    10    0.0   0.0   0.0   0.0   0.0


27/06/2017 13:20:47 UTC
--------------------

Repeating that test several times consistently shows the jump at core1-hu0-0-0-0.colindale.ukcore.bt.net as being the culprit for high packet loss (60-90%)

According to plusnet gateway:

You are currently connected to gateway pcn-ir01.

This is located in Colindale Point of Presence.

[#2]

What about if you try to tracert to them rather than them to you?

[#3]

Ran tracert twice just now

tracert -h 15 185.60.112.157

Tracing route to 185.60.112.157 over a maximum of 15 hops

  1     6 ms     3 ms     3 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *       25 ms    25 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5    29 ms    26 ms    26 ms  195.99.125.144
  6    30 ms    28 ms    31 ms  peer1-hu0-1-0-6.slough.ukcore.bt.net [62.172.103.147]
  7     *        *        *     Request timed out.
  8    36 ms    33 ms    36 ms  37.244.11.33
  9     *        *        *     Request timed out.
 10    35 ms    35 ms    34 ms  37.244.10.103
 11    34 ms    34 ms    33 ms  185.60.112.157

Trace complete.

tracert -h 15 185.60.112.157

Tracing route to 185.60.112.157 over a maximum of 15 hops

  1     4 ms     4 ms     3 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3    25 ms    26 ms    25 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4    25 ms    26 ms    27 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5    70 ms    26 ms    26 ms  195.99.125.144
  6    27 ms    26 ms    28 ms  peer1-hu0-1-0-6.slough.ukcore.bt.net [62.172.103.147]
  7     *        *        *     Request timed out.
  8    34 ms    34 ms    34 ms  37.244.11.33
  9     *        *        *     Request timed out.
 10    33 ms    35 ms    35 ms  37.244.10.103
 11    34 ms    48 ms    36 ms  185.60.112.157

Trace complete.

tracert -h 15 185.60.112.157

Tracing route to 185.60.112.157 over a maximum of 15 hops

  1     4 ms     4 ms     3 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       26 ms    25 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4    26 ms    25 ms    26 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5    27 ms    27 ms    26 ms  195.99.125.144
  6    28 ms    28 ms    27 ms  peer1-hu0-1-0-6.slough.ukcore.bt.net [62.172.103.147]
  7     *        *        *     Request timed out.
  8    35 ms    34 ms    34 ms  37.244.11.33
  9     *        *        *     Request timed out.
 10    35 ms    35 ms    33 ms  37.244.10.103
 11    33 ms    34 ms    33 ms  185.60.112.157

Trace complete.

Suggests issues at steps 3 and 4?

[#4]

No issues at all on those outbound tracerts. Intermediate hops can generally be disregard as the devices the traffic passes through are not there to respond to ping requests, they are prioritising routing the traffic. It's the final hop and the latency to this that's important, and as this comes back under 35ms generally it doesn't suggest any issues from our side.

[#5]

Hi Chris,

Thanks for your reply.

Having done some more pondering, I note that very randomly when I get those disconnects I also note that my web speed slows to a crawl in general. Noticed this via Steam as well as just web browsing.

During those periods I find the following - unfortunately the tracert got a tad delayed and thus shows mostly normal on this occassion (note however the few high pings)

ping google.co.uk -t

Pinging google.co.uk [216.58.198.227] with 32 bytes of data:
Reply from 216.58.198.227: bytes=32 time=1089ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1037ms TTL=54
Reply from 216.58.198.227: bytes=32 time=946ms TTL=54
Reply from 216.58.198.227: bytes=32 time=135ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1009ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1066ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1091ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1095ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1162ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1258ms TTL=54
Reply from 216.58.198.227: bytes=32 time=1049ms TTL=54
Reply from 216.58.198.227: bytes=32 time=266ms TTL=54
Reply from 216.58.198.227: bytes=32 time=436ms TTL=54
Reply from 216.58.198.227: bytes=32 time=596ms TTL=54
Reply from 216.58.198.227: bytes=32 time=461ms TTL=54
Reply from 216.58.198.227: bytes=32 time=468ms TTL=54
Reply from 216.58.198.227: bytes=32 time=529ms TTL=54
Reply from 216.58.198.227: bytes=32 time=554ms TTL=54
Reply from 216.58.198.227: bytes=32 time=495ms TTL=54
Reply from 216.58.198.227: bytes=32 time=552ms TTL=54
Reply from 216.58.198.227: bytes=32 time=526ms TTL=54

Ping statistics for 216.58.198.227:
    Packets: Sent = 21, Received = 21, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 135ms, Maximum = 1258ms, Average = 753ms
Control-C
^C
tracert google.co.uk

Tracing route to google.co.uk [216.58.198.227]
over a maximum of 30 hops:

  1     3 ms     3 ms     4 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       81 ms    25 ms  129.hiper04.sheff.dial.plus.net.uk [195.166.143.129]
  4    26 ms    24 ms    25 ms  be3-3100.pcn-ir01.plus.net [195.166.143.128]
  5    26 ms    27 ms    28 ms  core1-BE1.colindale.ukcore.bt.net [195.99.125.132]
  6    29 ms    26 ms    25 ms  peer5-hu0-6-0-0.telehouse.ukcore.bt.net [195.99.127.19]
  7    27 ms    24 ms    25 ms  109.159.253.67
  8    90 ms    30 ms    26 ms  108.170.246.225
  9    26 ms    26 ms    26 ms  209.85.241.167
 10    31 ms    28 ms    26 ms  lhr26s04-in-f227.1e100.net [216.58.198.227]

Trace complete.

[#6]

Google's servers rate limit ping traffic so we wouldn't recommend measuring the problem that way.

[#7]

Thanks Matt, how do you recommend measuring and providing evidence to you in order to address this issue I am experiencing?

[#8]

We normally recommend doing it to the server you're having issues with if possible.

[#9]

Hi Matt,

I have run tests on steampowered.com where I was having some issues just now (21:14) and found this inititally:

ping steampowered.com

Pinging steampowered.com [104.82.83.38] with 32 bytes of data:
Reply from 104.82.83.38: bytes=32 time=26ms TTL=57
Reply from 104.82.83.38: bytes=32 time=898ms TTL=57
Reply from 104.82.83.38: bytes=32 time=899ms TTL=57
Reply from 104.82.83.38: bytes=32 time=897ms TTL=57

Ping statistics for 104.82.83.38:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 26ms, Maximum = 899ms, Average = 680ms

ping steampowered.com -t

Pinging steampowered.com [104.82.83.38] with 32 bytes of data:
Reply from 104.82.83.38: bytes=32 time=905ms TTL=57
Reply from 104.82.83.38: bytes=32 time=82ms TTL=57
Reply from 104.82.83.38: bytes=32 time=899ms TTL=57

Ping statistics for 104.82.83.38:
    Packets: Sent = 3, Received = 3, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 82ms, Maximum = 905ms, Average = 628ms
Control-C
^C
tracert steampowered.com

Tracing route to steampowered.com [104.82.83.38]
over a maximum of 30 hops:

  1     3 ms     2 ms     2 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4   906 ms   919 ms   646 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5   973 ms  1077 ms  1047 ms  195.99.125.144
  6   364 ms    26 ms    25 ms  peer2-et-1-3-0.telehouse.ukcore.bt.net [195.99.127.23]
  7     *        *        *     Request timed out.
  8    27 ms    28 ms    26 ms  a104-82-83-38.deploy.static.akamaitechnologies.com [104.82.83.38]

Trace complete.

When things started settling again (although not completely), I re-ran it:

tracert steampowered.com

Tracing route to steampowered.com [104.82.83.38]
over a maximum of 30 hops:

  1     4 ms     2 ms     2 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3    79 ms    33 ms    42 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4    62 ms    34 ms    26 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5    27 ms    26 ms    25 ms  195.99.125.144
  6   110 ms    55 ms    53 ms  peer2-et-1-3-0.telehouse.ukcore.bt.net [195.99.127.23]
  7     *        *        *     Request timed out.
  8    50 ms    54 ms    56 ms  a104-82-83-38.deploy.static.akamaitechnologies.com [104.82.83.38]

Trace complete.

ping steampowered.com -t

Pinging steampowered.com [104.82.83.38] with 32 bytes of data:
Reply from 104.82.83.38: bytes=32 time=34ms TTL=57
Reply from 104.82.83.38: bytes=32 time=91ms TTL=57
Reply from 104.82.83.38: bytes=32 time=29ms TTL=57
Reply from 104.82.83.38: bytes=32 time=26ms TTL=57
Reply from 104.82.83.38: bytes=32 time=26ms TTL=57
Reply from 104.82.83.38: bytes=32 time=27ms TTL=57
Reply from 104.82.83.38: bytes=32 time=27ms TTL=57
Reply from 104.82.83.38: bytes=32 time=27ms TTL=57

Ping statistics for 104.82.83.38:
    Packets: Sent = 8, Received = 8, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 26ms, Maximum = 91ms, Average = 35ms
Control-C
^C

These are congruent with my tests on google yesterday and should suggest that something is not quite right?

Note the time out in the first trace for

133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]

 And very high ping times for the other plusnet affiliated hops

-------------

Just had the issue again at 00:47. Repeat trace:

ping steampowered.com

Pinging steampowered.com [104.82.83.38] with 32 bytes of data:
Reply from 104.82.83.38: bytes=32 time=1007ms TTL=57
Reply from 104.82.83.38: bytes=32 time=947ms TTL=57
Reply from 104.82.83.38: bytes=32 time=800ms TTL=57
Reply from 104.82.83.38: bytes=32 time=1085ms TTL=57

Ping statistics for 104.82.83.38:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 800ms, Maximum = 1085ms, Average = 959ms

tracert steampowered.com

Tracing route to steampowered.com [104.82.83.38]
over a maximum of 30 hops:

  1     3 ms     4 ms     5 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4  1018 ms  1045 ms   992 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5   980 ms   971 ms   425 ms  195.99.125.144
  6   957 ms   945 ms   960 ms  peer2-et-1-3-0.telehouse.ukcore.bt.net [195.99.127.23]
  7     *        *        *     Request timed out.
  8   903 ms   907 ms   908 ms  a104-82-83-38.deploy.static.akamaitechnologies.com [104.82.83.38]

Trace complete.

tracert steampowered.com

Tracing route to steampowered.com [104.82.83.38]
over a maximum of 30 hops:

  1     4 ms     3 ms     3 ms  dsldevice.lan [192.168.1.254]
  2     *        *        *     Request timed out.
  3    25 ms    25 ms    27 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4    26 ms    25 ms    27 ms  be3-3102.pcn-ir02.plus.net [195.166.143.132]
  5    24 ms    49 ms    30 ms  195.99.125.144
  6    26 ms    25 ms    26 ms  peer2-et-1-3-0.telehouse.ukcore.bt.net [195.99.127.23]
  7     *        *        *     Request timed out.
  8    26 ms    27 ms    27 ms  a104-82-83-38.deploy.static.akamaitechnologies.com [104.82.83.38]

Trace complete.  

[#10]

I think it's most likely that there's something within your own LAN maxing out the upload and causing the high ping times for everything else trying to use the connection while it's uploading.

[#11]

I think that's unlikely as the only connected device is my laptop and I have verified this on the plusnet router interface too that there are no other (unauthorised) devices.

I also run netbalancer (without shaping features) to keep track of usage and there are no spikes noted or applications listed that seem to use outsize amounts of data.

[#12]

Are you using a wireless or wired connection?