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Slow and intermittent broadband again

darren221980
Hooked
Posts: 5
Registered: 31-10-2015

Slow and intermittent broadband again

Evening all,

 

Last week, my internet was really flaky and i was getting an extremely slow connection with pings all over the place. Plusnet did tests on my line but couldn't find anything, but it conveniently starting working as normal again when the day they said there was no fault.

This evening around 21:30 i've encountered the same problem again. Tried rebooting the router an hour back, and this made no difference.

C:\Users\Darren>ping www.google.co.uk

Pinging www.google.co.uk [216.58.212.99] with 32 bytes of data:
Reply from 216.58.212.99: bytes=32 time=2750ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2950ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2735ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1274ms TTL=55

Ping statistics for 216.58.212.99:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1274ms, Maximum = 2950ms, Average = 2427ms

 

C:\Users\Darren>ping www.google.co.uk -t

Pinging www.google.co.uk [216.58.212.99] with 32 bytes of data:
Reply from 216.58.212.99: bytes=32 time=1624ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1729ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1765ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1807ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1953ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2303ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2880ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2859ms TTL=55
Reply from 216.58.212.99: bytes=32 time=1276ms TTL=55
Reply from 216.58.212.99: bytes=32 time=202ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2211ms TTL=55
Reply from 216.58.212.99: bytes=32 time=2945ms TTL=55

Ping statistics for 216.58.212.99:
    Packets: Sent = 12, Received = 12, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 202ms, Maximum = 2945ms, Average = 1962ms
Control-C
^C
C:\Users\Darren>tracert www.google.co.uk

Tracing route to www.google.co.uk [216.58.212.99]
over a maximum of 30 hops:

  1     3 ms     3 ms     3 ms  192.168.1.1
  2  2656 ms  1999 ms  2129 ms  lo0.central10.pcn-bng04.plus.net [195.166.130.251]
  3   168 ms   265 ms  1444 ms  411.be8.pcn-ir02.plus.net [84.93.253.95]
  4  1982 ms  2142 ms  3025 ms  411.be8.pcn-ir02.plus.net [84.93.253.95]
  5  1930 ms  1721 ms  2288 ms  peer1-hu0-9-0-4.slough.ukcore.bt.net [62.172.103.143]
  6  2832 ms  2971 ms  2967 ms  peer5-te0-0-0-32.telehouse.ukcore.bt.net [195.99.126.77]
  7  1754 ms  2550 ms  2877 ms  108.170.246.193
  8  2434 ms  2592 ms  2696 ms  108.170.238.151
  9  2498 ms  2751 ms  1550 ms  lhr35s06-in-f3.1e100.net [216.58.212.99]

Trace complete.

 Can someone at Plusnet please check my line again? Does my profile need changing?

 

Thanks,

Darren

9 REPLIES
pvmb
Rising Star
Posts: 263
Thanks: 17
Fixes: 1
Registered: 12-02-2014

Re: Slow and intermittent broadband again

Are you running something like RouterStats of DLstats on your computer to monitor the line so you can see what is going on, at least wrt line speed, noise margin etc?

darren221980
Hooked
Posts: 5
Registered: 31-10-2015

Re: Slow and intermittent broadband again

Unfortunately the Routerstats doesn't work with the Plusnet router i have (Sagencom 2704N). Any other software i can use for this?

 

 

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Slow and intermittent broadband again

I'm just testing your line and I'll post back again shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Slow and intermittent broadband again

Sorry that you've been having problems with your connection. I've checked and we can see some disconnections on the line over the last few days.

 

 
The connection stats for your line seem good though, the error rates aren't too bad either.
 
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 6.6 7.6
SNR Margin: 6.0 6.1
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 18596 4312
Speed: 1223 17942
 
Maximum Stable Rate (KBPS): 20416 Fault Threshold Rate (KBPS): 16333
Mean Time Between Retrains (Seconds): 7160 Mean Time Between Errors Upstream (Seconds): 28640
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 4091

Looking at the time of this post and comparing it to your usage, you were using the upload heavily during the period of those tracerts/pings which would cause an impact on the download if you're completely maxing out the upload speed of your line. Next time you see these issues can you try pausing anything uploading and seeing if the problems persist.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 10,014
Thanks: 1,547
Fixes: 19
Registered: 22-08-2007

Re: Slow and intermittent broadband again

@darren221980,

Is there any noise on the line?  For the attenuation reported in @Chris's test, one might have hoped for a better synch speed.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.

 

Try to avoid rebooting the router - at best it is unlikely to help, at worse it could make the exchange DLM more aggressive and reduce your synch rate.  Just keep an eye on the CURRENT SNRM from the router stats - see links below.

@Chris - does the CLT come up clean?  What's the line balance look like please?

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Slow and intermittent broadband again

No issues showing on a copper test at all.

Copper Test Details
  A to E B to E
Capacitance: 26NanoFarad 26 NanoFarad
DP Line Length Estimate: 197 Metres DN Line Length Estimate: 237 Metres
Celerity: 20 dB Line Loss:  
Line Stability: Stable
Fault Report Advised: N
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 10,014
Thanks: 1,547
Fixes: 19
Registered: 22-08-2007

Re: Slow and intermittent broadband again

@Chris,

Do you think the 20dB Celerity is comparable with the reported line attenuation (7.6dB) ... which IS comparable with the reported line length?
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Slow and intermittent broadband again

It's worth noting that in an earlier test from our faults team the sync was over 21000.

 

@darren221980

Have you changed router or similar during the fault investigation?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
darren221980
Hooked
Posts: 5
Registered: 31-10-2015

Re: Slow and intermittent broadband again

Hi Chris,

 

I swapped my Sagencom router over on Sunday evening back to the D-Link DSL3780 to test and see if this makes any difference, haven't seen much difference as yet but will keep checking on this.

 

Thanks,