Fibre packet loss

[#1]

Hi Plusnet, signed up to say you have a problem with your network as you may have noticed that a bunch of people are complaining about it. I too am also having this problem and I am unable to use the internet as I choose; depending on how quickly this is resolved and the support given will decide if I stay a customer.

I have checked my own equipment and can assure you its fine, as an network infrastructure engineer I know what I am doing! I've thrown in some trace routes for you; yes as you might be able to tell I am wired and not wireless.

C:\Users\Sybernetix>tracert -d bbc.co.uk

Tracing route to bbc.co.uk [212.58.244.22]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms X.X.X.X
2 * * * Request timed out.
3 * 8 ms 7 ms 195.166.143.137
4 8 ms 8 ms 8 ms 195.166.143.136
5 8 ms 8 ms 8 ms 195.99.125.134
6 8 ms 8 ms 8 ms 195.99.127.7
7 8 ms 8 ms 8 ms 194.74.65.42
8 * * * Request timed out.
9 * * * Request timed out.
10 8 ms 8 ms 8 ms 132.185.254.105
11 10 ms 10 ms 9 ms 132.185.255.148
12 8 ms 8 ms 8 ms 212.58.244.22

Trace complete.

Tracing route to bbc.co.uk [212.58.244.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms X.X.X.X
2 * * * Request timed out.
3 * * * Request timed out.
4 9 ms 9 ms 9 ms 195.166.143.136
5 9 ms * 8 ms 195.99.125.134
6 * 8 ms 9 ms 195.99.127.7
7 8 ms 8 ms 9 ms 194.74.65.42
8 * * * Request timed out.
9 * * * Request timed out.
10 9 ms 9 ms 8 ms 132.185.254.105
11 * * 10 ms 132.185.255.148
12 10 ms 10 ms 10 ms 212.58.244.23

Trace complete.

Tracing route to bbc.co.uk [212.58.244.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms X.X.X.X
2 * * * Request timed out.
3 * * * Request timed out.
4 9 ms 9 ms 9 ms 195.166.143.136
5 8 ms 8 ms 8 ms 195.99.125.134
6 8 ms 8 ms 8 ms 195.99.127.7
7 * 8 ms 8 ms 194.74.65.42
8 * * * Request timed out.
9 * * * Request timed out.
10 9 ms 8 ms 8 ms 132.185.254.105
11 10 ms 11 ms 11 ms 132.185.255.148
12 10 ms 9 ms 10 ms 212.58.244.23

Trace complete.

Ping statistics for 212.58.244.22:
Packets: Sent = 632, Received = 559, Lost = 73 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 87ms, Average = 8ms

[#2]

Here is another 5 min ping test 

Ping statistics for 212.58.244.22:
Packets: Sent = 583, Received = 483, Lost = 100 (17% loss),
Approximate round trip times in milli-seconds:
Minimum = 8ms, Maximum = 230ms, Average = 12ms

Just in case you where going to ask if I had rebooted by router and modem, yes I have and please don't embarrass yourself by asking me to check my firewall or antivirus!

[#3]

Been having exactly the same intermittently over the last week and been using the 'thinkbroadband' Ping monitor to track the issue. Don't want to post the graphs from the monitor, as shows my IP address, but this has shown regular packet loss during the periods where I am experiencing sudden performance issues. I use an Asus DSL-AC68U router and have found that when I am seeing these packet losses, if I login to the router and 'disable WAN' in the PVC settings and 'apply', then wait 30 secs and re-enable it and 'apply', it clears the packet loss (on Ping monitor) when the connection comes back up. I don't reset anything else in the router. I have tried this successfully 3 or 4 times now and each time it has worked, but interestingly each time I do this I have checked what PN Gateway I am connected to (using http://usertools.plus.net/@gateway/) and it has changed each time. Of course, after a period of time (usually a few hours or a day at most), I notice performance issues again, check the Ping monitor and see that lost packets are occurring again.......but also that I am once again connected to a different Gateway. Not sure exactly what conclusion to draw, but can only assume that PN have a network issue that once you hit from a particular gateway you are tied to until you change gateways. The network issue really needs sorting, but until then, this does offer a short term workaround......at least it has done for me 🙂

[#4]

Sounds like you having the exact same problem I am having which I have had for a week now

Here is my ongoing pingplotter graph to google:

Also @168bill. When you share your thinkbroadband graph, it will not show your ip address, so you would be safe to post it. I don't have one to share because I have a dynamic IP.

I really do hope this gets fixed sooner rather than later.

[#5]

Connection fine all day, then suddenly I'm getting 55-60% packet loss out of nowhere... This has been ongoing for about 2 months now, I'm telling you, I'm moving provider the second my contract drops because this is beyond ridiculous...

Heck, I'm going to see if there's grounds to break my contract prior to that because I'm not getting the service I've been paying for! If they can't keep their end of the contract, why should I be obligated to mine? Beyond a joke now...

[#6]

I am having the same problem  currently connected to gateway pcn-ir01 and using the plusnet hub one.

If i am still having same problem tomorrow i will probably give plusnet a call and see what they say.

[#7]

@colorpilot If history is anything to go by when you call you will be told there is no issue, the last time this happened(a few months ago) it took nearly 8 weeks for Plusnet to acknowledge the problem. and they never said what was done to solve it, but whatever they did clearly hasn't worked.

[#8]

Same gateway for me, same problem. Here we go again...

[#9]

If they take 8 weeks to fix this issue I will just leave, Zen Internet have always been an excellent choice and never had an issue like this in the 2 years I was with them. 

[#10]

Well,

This is my thinkbroadband graph from today and you can clearly see the major packet loss before I closed and reopened my WAN connection to connect through a different gateway just before 4pm. The difference after I forced a switch to a different gateway is glaring!!

I am now connected through gateway ptw-bng01 located in Telehouse West. I can't remember which it was before I changed it, but it was definitely a different gateway.

As you can see, with the exception of a couple of short duration (yet significant) package losses since 4pm, everything has been reasonably stable.

Cheers,

--

Bill.

[#11]

15%~20% outbound packetloss on a weekend. this is ridiculous.

[#12]

Same thing here - unuseable for gaming. Been unhappy with this provider for a while so time to go.

[#13]

Here we go again.......was out yesterday afternoon and evening so didn't notice till this morning!

Back to gateway pcn-bng01 located in Colindale Point of Presence and the packet loss is back with a vengeance!

Colindale always seems the worst for this.

Time to force a gateway change again.......

[#14]

Couldn't get off Colindale this morning, kept getting routed back there every time I reset WAN, so went out for the day about 9am.

Just got home at 6pm and checked Ping monitor, close to 20% packet loss all day .......have tried WAN reset again and am now connected to gateway pcl-bng01 located in City Lifeline House (not Colindale ), so will see how the monitor looks in half an hour or so, but can already see that there is a massive improvement with pretty much 0% packet loss!

This is so poor........what is going on PN?

[#15]

Bit of an update on the packet loss situation here.

@JamesDaGames, your problem looks to be a little closer to home.