cancel
Showing results for 
Search instead for 
Did you mean: 

100% Packet Loss and drops in connection

Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

100% Packet Loss and drops in connection

Hi,

As stated in title

 

 a4eaa386abdc5a9c7d780ad1528b95626e141fd2-30-03-2019.png

 

Please can you check for any issue please? 

Firewalls are off 

Would be grateful for any help solving

Cheers

BF

 

15 REPLIES 15
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: 100% Packet Loss and drops in connection

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

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 

 

c38f61ead62d95004cb53569d01658e625aa1826-03-04-2019.png

obviously still not fixed with occasional dropouts 

please advise

 

thank you

 

JJ

 

Mustrum
Community Veteran
Posts: 3,554
Thanks: 1,055
Fixes: 76
Registered: ‎13-08-2015

Re: 100% Packet Loss and drops in connection

Is your phone line working?

What is your router saying/status?

Are you on a static IP?

Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

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

Mustrum
Community Veteran
Posts: 3,554
Thanks: 1,055
Fixes: 76
Registered: ‎13-08-2015

Re: 100% Packet Loss and drops in connection

@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.

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,869
Thanks: 4,950
Fixes: 315
Registered: ‎04-04-2007

Re: 100% Packet Loss and drops in connection

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 ⤵

Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

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

 

Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: 100% Packet Loss and drops in connection

@Bloodfish 

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?

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

Ok thanks for clarification

Apologies for the slight rant, correlation not causation at work Smiley

I will mark as fixed - thanks to all

 

BF

 

OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: 100% Packet Loss and drops in connection

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.

Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

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

 

 

 

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: 100% Packet Loss and drops in connection

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Bloodfish
Dabbler
Posts: 17
Thanks: 1
Registered: ‎16-03-2014

Re: 100% Packet Loss and drops in connection

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?

 

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: 100% Packet Loss and drops in connection

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team