Slow and intermittent broadband again
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Slow and intermittent broadband again
30-03-2017 10:21 PM
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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
Re: Slow and intermittent broadband again
02-04-2017 4:14 PM
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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?
Re: Slow and intermittent broadband again
02-04-2017 6:04 PM
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Unfortunately the Routerstats doesn't work with the Plusnet router i have (Sagencom 2704N). Any other software i can use for this?
Re: Slow and intermittent broadband again
04-04-2017 11:41 AM
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I'm just testing your line and I'll post back again shortly.
Re: Slow and intermittent broadband again
04-04-2017 11:49 AM
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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.
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.
Re: Slow and intermittent broadband again
04-04-2017 12:36 PM
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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?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Slow and intermittent broadband again
04-04-2017 1:43 PM
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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 |
Re: Slow and intermittent broadband again
04-04-2017 2:21 PM
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Do you think the 20dB Celerity is comparable with the reported line attenuation (7.6dB) ... which IS comparable with the reported line length?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Slow and intermittent broadband again
04-04-2017 2:23 PM
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It's worth noting that in an earlier test from our faults team the sync was over 21000.
Have you changed router or similar during the fault investigation?
Re: Slow and intermittent broadband again
04-04-2017 3:02 PM
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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,
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