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Constant packet loss issue

FIXED
cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Constant packet loss issue

Hello,

 

I've been experiencing pretty constant packet drops and general sluggishness over the last week or so, and my suspicion is that my router (plusnet hubone which is now somewhat old and has done a great deal of work over the years!) is starting to flag.

 

For example pinging google:

 

 

Request timed out.
Reply from 142.250.187.195: bytes=32 time=21ms TTL=117
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Reply from 142.250.187.195: bytes=32 time=21ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=24ms TTL=117
Reply from 142.250.187.195: bytes=32 time=24ms TTL=117
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=21ms TTL=117
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Reply from 142.250.187.195: bytes=32 time=25ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=21ms TTL=117
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Reply from 142.250.187.195: bytes=32 time=20ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Reply from 142.250.187.195: bytes=32 time=21ms TTL=117
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Reply from 142.250.187.195: bytes=32 time=24ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=20ms TTL=117
Reply from 142.250.187.195: bytes=32 time=18ms TTL=117
Reply from 142.250.187.195: bytes=32 time=19ms TTL=117
Request timed out.
Reply from 142.250.187.195: bytes=32 time=30ms TTL=117
Reply from 142.250.187.195: bytes=32 time=23ms TTL=117

 

 

Is there any hope of getting a replacement router to fix this issue, or is there anything else that could be causing this?

 

Thanks a lot

10 REPLIES 10
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Constant packet loss issue

Good morning @cerzi

 

thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your service. The tests which I've run on the line this morning have picked up on a potential issue with the network, which I've now raised with Openreach. We're hoping to have this matter resolved by 23/06/2021, however our Technical Support Team will keep you updated.

 

You can view the open fault ticket on your account by clicking here: https://www.plus.net/wizard/?p=view_question&id=215355997

 

Note that you may already need to be logged into your member centre for this to work.

 

I've also popped a visual chart showing the disconnections that I've seen on my end this morning below for your reference.

 
 Adam
 Plusnet Help Team - Leeds
cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Re: Constant packet loss issue

Hi there, thanks for the quick reply!  Glad it's being looked in to.

 

However I am still concerned that the router is causing problems, even if network issues have also been identified.  I've been monitoring the ping from my main PC to the router and there are extremely regular lag-spikes with occasional periods of really bad packet loss like such:

Request timed out.
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1703ms TTL=64
Reply from 192.168.1.254: bytes=32 time=20ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1942ms TTL=64
Reply from 192.168.1.254: bytes=32 time=24ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1637ms TTL=64
Reply from 192.168.1.254: bytes=32 time=23ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1167ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1629ms TTL=64
Reply from 192.168.1.254: bytes=32 time=35ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=1224ms TTL=64
Reply from 192.168.1.254: bytes=32 time=16ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1848ms TTL=64
Reply from 192.168.1.254: bytes=32 time=25ms TTL=64
Reply from 192.168.1.254: bytes=32 time=6ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=7ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=1173ms TTL=64
Reply from 192.168.1.254: bytes=32 time=19ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=6ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1031ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1235ms TTL=64

This is having a major effect on general internet usage, with websites sometimes taking seconds to load or timing out, as well as video calls being extremely choppy.  Is there anything that can be done to investigate this issue specifically?  Many thanks

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Constant packet loss issue

Thanks a lot for your response @cerzi

 

Please accept my apologies for overlooking the ping replies from the router, which appear to be fluctuating quite a bit. Looking into the account, you have had the router for a really long time, so I've now processed a new one to be sent out to you, and have waived the P&P charge associated with it.

 

This should be with you within the next 3-5 working days, and in the meantime, Openreach will be working on resolving the external issue on your line. Let us know how you get on in a week or two and we'll be happy to follow up.

 Adam
 Plusnet Help Team - Leeds
cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Re: Constant packet loss issue

Perfect - thanks so much for such a quick response and resolution!

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Constant packet loss issue

No problem at all @cerzi

 

Feel free to give us a shout if you need anything else in the meantime Smiley

 Adam
 Plusnet Help Team - Leeds
cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Re: Constant packet loss issue

Hi again, just wondering if there's any tracking info available on the router that was sent? It was dispatched on Monday but no sign of it still.

Also is there any update on the line fault? The ticket is still showing awaing update and the lag spikes / packet loss issue is still present (and occurs even when the router isn't choking itself).

Thanks again!
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,140
Thanks: 304
Fixes: 111
Registered: ‎26-03-2018

Re: Constant packet loss issue

Hi @cerzi,

I'm sorry to hear that the router hasn't arrived just yet. It can take up to 3-5 working days to arrive from the date that it was ordered and so there is still time for it to be delivered. If you haven't received it by the end of the day on Monday, please drop us another message and we'll be happy to pick this up for further review.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Re: Constant packet loss issue

Hi once again. Just to confirm the new router seems to have fixed the issue, thank you!

Just one note, my latest bill has 7 pounds added to it for p&p although I was under the impression it would be waived?
BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Constant packet loss issue

Fix

Hi @cerzi, thanks for getting back in touch and I'm sorry to hear it doesn't sound like the P+P costs were waived. I've looked into this for you and although I can't confirm the actions I've taken on here I've raised a ticket on your account with further information that can be seen here:
https://www.plus.net/wizard/?p=view_question&id=215774974

This should have also sent you an email notification.

I hope this helps and if there's anything further we can help you with then please don't hesitate getting back in touch.

cerzi
Dabbler
Posts: 12
Registered: ‎27-03-2016

Re: Constant packet loss issue

No worries, looks like it's all sorted out now.  Appreciate the quick response across the board here!  Thanks again.