100% Packet Loss and drops in connection
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- Re: 100% Packet Loss and drops in connection
100% Packet Loss and drops in connection
30-03-2019 4:06 PM
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Hi,
As stated in title
Please can you check for any issue please?
Firewalls are off
Would be grateful for any help solving
Cheers
BF
Re: 100% Packet Loss and drops in connection
30-03-2019 4:36 PM
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Hi @Bloodfish, I'm really sorry that you're experiencing some issues.
I've tested the line and an external phone fault has been detected. I've raised this to our suppliers for you so that they can carry out a fault investigation and created a fault ticket here where you can monitor for updates.
If there is anything further we can assist with in the meantime, please get back to us.
Re: 100% Packet Loss and drops in connection
03-04-2019 9:44 PM
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Update:
Had the engineer ring me saying the issue had already been fixed at the exchange - I said that i cant tell yet while the packet loss was still showing 100% loss
obviously still not fixed with occasional dropouts
please advise
thank you
JJ
Re: 100% Packet Loss and drops in connection
03-04-2019 10:31 PM
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Is your phone line working?
What is your router saying/status?
Are you on a static IP?
Re: 100% Packet Loss and drops in connection
03-04-2019 11:29 PM
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hey Munstrum,
phone line not used as such fibre only / don't have a test phone
the router (Hub One) is static blue and correctly connected up and down
the IP is server assigned by all accounts (is that the issue I wonder?)
thanks for jumping in
Re: 100% Packet Loss and drops in connection
04-04-2019 12:00 AM
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@Bloodfish the first thing you need to sort is if the phone line works and is quiet - without that your broadband will always be compromised.
As for the other stuff, not sure I understand your answers, but if the router is online, but your TBB report is red, then you need a new TBB report - every time you reconnect you will get a new IP address, and so need a new TBB report.
Re: 100% Packet Loss and drops in connection
04-04-2019 1:15 AM
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The Hub One does not respond to ICMP traffic so the latency monitor will always show 100% packet loss, unless you've placed a device in the DMZ to do the responding?
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: 100% Packet Loss and drops in connection
04-04-2019 8:58 AM
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bobpullen,
Why on earth would my issue have been escalated to an engineer if this was true?
Can you please provide a source proving this so others don't end up on a wide goose chase?
thanks
Re: 100% Packet Loss and drops in connection
04-04-2019 9:10 AM
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When your line was tested a phone fault was detected, this is why it was sent through for further investigation.
As @bobpullen mentions, Hub One routers don't respond to ping such at the TBB meter (it's something that's been discussed in depth across these forums several times previously), so using that to detect packet loss is not feasible I'm afraid.
If your line is dropping out still, then this will need investigating as a broadband fault, however we haven't seen any drops since around 5:45pm yesterday afternoon. Have you noticed any since this?
Re: 100% Packet Loss and drops in connection
04-04-2019 12:11 PM
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Ok thanks for clarification
Apologies for the slight rant, correlation not causation at work
I will mark as fixed - thanks to all
BF
Re: 100% Packet Loss and drops in connection
04-04-2019 1:47 PM
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That's not a problem @Bloodfish, we're always happy to help.
I suppose the real test will be to see what happens between 16:00 and 18:00, where the previous drops in connection have been noticed.
Please let us all know how you get on.
Re: 100% Packet Loss and drops in connection
06-04-2019 5:45 PM
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Hi again,
Things have gotten worse in the last few days with lost connections every 10 minutes (approx)
multiple CWMP: session closed due to error: Could not resolve host
Could you please check again for any errors
I have reset the Hub One to no avail
thank you
BF
Re: 100% Packet Loss and drops in connection
07-04-2019 1:32 PM - edited 07-04-2019 1:33 PM
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Hi @Bloodfish,
I'm sorry that you're experiencing further connection drops and for the inconvenience caused.
Testing your line has picked up a broadband fault but has been unable to determine whether this is internal or external to your property:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Fail | ||||
Test Outcome Code | GTC_FTTC_SERVICE_1624 | ||||
Description | Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report. | ||||
Main Fault Location | CA | ||||
Sync Status | In Sync | ||||
Downstream Speed | 31.3 Mbps | ||||
Upstream Speed | 7.2 Mbps | ||||
Appointment Required | Y | ||||
Fault Report Advised | Y | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 807.1 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Low | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2019-03-25T13:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 16.6 Mbps | 38.0 Mbps | 35.6 Mbps |
Up Stream Line Rate | 2.2 Mbps | 7.9 Mbps | 6.9 Mbps |
Up Time | 591.0 Sec | 900.0 Sec | 896.9 Sec |
Retrains | 0.0 | 14.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-04-07T13:04:56.380+01:00 | 2019-04-07T13:19:56.380+01:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Please can you connect your router to the test socket as per the guide here - this will rule out any internal wiring issues. If the connection continues to drop once you're connected to the test socket, please report it here. Please get back in touch on here once you've done this so that we can investigate this further for you.
Re: 100% Packet Loss and drops in connection
10-04-2019 6:00 PM - edited 10-04-2019 6:03 PM
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Hi again folks,
Still having drops which are causing me a real headache. I work as a web dev so uploading files to my servers is causing havok at times. Hard to pin down times but logs show no real pattern as I can see (not looked diligently coz im busy!!)
Have instigated a fault report
Phone tone - good
drops - router flashes orange
thanks so far for input
BF
p.s. VDSL isnt fibre is it?
Re: 100% Packet Loss and drops in connection
10-04-2019 6:40 PM - edited 10-04-2019 6:41 PM
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Hi @Bloodfish,
I'm sorry that your connection is still dropping and for the inconvenience caused. I've tested your line today and the test has now been able to determine that the fault is external and lies on the voice line:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Fail | ||||
Test Outcome Code | GTC_FTTC_SERVICE_1624 | ||||
Description | Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report. | ||||
Main Fault Location | CA | ||||
Sync Status | In Sync | ||||
Downstream Speed | 31.3 Mbps | ||||
Upstream Speed | 7.1 Mbps | ||||
Appointment Required | Y | ||||
Fault Report Advised | Y | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Voice fault suspected - contact Voice CP to progress copper issue | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 807.1 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Low | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2019-03-28T18:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 13.5 Mbps | 37.9 Mbps | 34.0 Mbps |
Up Stream Line Rate | 2.3 Mbps | 7.7 Mbps | 6.7 Mbps |
Up Time | 597.0 Sec | 900.0 Sec | 897.0 Sec |
Retrains | 0.0 | 14.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-04-10T18:05:00.838+01:00 | 2019-04-10T18:20:00.838+01:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
I've raised this fault to our suppliers for further investigation and they've advised an estimated response time of 12/04/19. As it's an external fault, this is only an estimate and the fault may be resolved this time. Our faults team will keep an eye on this from here and will be in touch once we've received an update.
The product that you're on is fibre to the cabinet (FTTC) which is also know as VDSL (Very-high-bitrate digital subscriber line.) This means that the connection is fibre between the exchange and the cabinet and copper between the cabinet and your property.
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