Intermittent/Regular Fault & Loss of service
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- Re: Intermittent/Regular Fault & Loss of service
Intermittent/Regular Fault & Loss of service
on 17-07-2017 9:27 AM - last edited on 17-07-2017 10:18 AM by Mav
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Hi All
I'm having regular dropouts/ connection problems with my FTTC Fibre Extra connection - where the connection drops to a complete crawl and I'm unable to load the BTW speedtester page (or any other) for upto a couple of hours at random intervals sometimes hours or days apart - normally when I'm trying to work from home!
Steps taken so far:
- I've called up plusnet during an outage and worked through the troubleshooting, plugging into the test socket and having a single, wired connection to the main router to isolate any internal problems
- The line stats/tests that plusnet were able to conduct don't indicate a problem on the line
- Openreach visited at a time the fault wasn't occurring and didn't find any issues at the time
- I was previously using an openreach VDSL modem connected to a Cisco/Linksys router, I swapped the router to a TP Link router with no improvement
- I've now installed a Plusnet Hub one modem/router and still have the same problem.
- I've set up a connection quality monitor with Thinkbroadband and the outages coincide with increased packet loss on the graphs, as indicated below on today's graph below, the packet loss doesn't look big, but my connection at these points is unusable. I can't load webpages, skype doesn't work, I'm unable to run the BTW speed tester to measure the problem.
I've not raised another support request since installing the Hub One router... I'm not sure how best to present evidence of whats happening in a way that plusnet or openreach can find the fault and fix it? It's also easier to share graphs/details of the problem here...
I'd really appreciate any help or suggestions of things I might be overlooking?
thanks in advance
Moz
Moderator's note by Mike (Mav): Post released from Spam Filter
Re: Intermittent/Regular Fault & Loss of service
17-07-2017 1:36 PM
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Hi Moz,
The connection from the exchange to your router seems stable.
Line tests aren't identifying any issues either.
Sync Status | In Sync |
Downstream Speed | 55.8 Mbps |
Upstream Speed | 13.6 Mbps |
Voice Line Test Result | Pass |
Mind running a traceroute to for example bbc.co.uk when the problem is occurring?
Anoush
Re: Intermittent/Regular Fault & Loss of service
17-07-2017 1:36 PM
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Sorry to tell you this Mozster but I've had this problem for a couple of years now. IT savvy friends tell me it's my Plusnet router (now some ten years old and never replaced); Plusnet just refer me to BT (who happen to own them). The slow and unreliable connections waste enormous amounts of my time and there's nobody out there to talk to unless I then waste another 30 minutes waiting to get through on the 'award winning' customer service line. After all these years, I'm thinking of just switching providers; Plusnet is far from what it was when it won all those awards. Look at online consumer feedback and you'll see that your experience (and mine) is horribly familiar.
Re: Intermittent/Regular Fault & Loss of service
17-07-2017 3:40 PM
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Hi there,
I'm sorry you're unhappy. If you'd like to advise of what issues you're having we're more than happy to help. I've checked the posts you've made and they all seem to be on other customers threads, with no explanation of the problems you're experiencing yourself.
Re: Intermittent/Regular Fault & Loss of service
17-07-2017 4:29 PM
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Thanks for the reply, I've run a traceroute previously and not noticed any problems in the output, I will share when the problem next occurs.
I'm a bit concerned with a weird fault like this, it's hard to isolate - also that you're having similar issues for a long time... mine has been doing it on & off for a couple of months now, but appears to be getting worse or more noticeable. I've been a customer since 2013 and have valued the dependable connection - I'm hoping we can figure out what's wrong, and fix it - perhaps helping others with a similar problem.
Re: Intermittent/Regular Fault & Loss of service
17-07-2017 4:38 PM
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the big red band at 4pm on the graph in the original post is my raspberry Pi getting unplugged and not responding to ping requests
Re: Intermittent/Regular Fault & Loss of service
27-07-2017 11:15 PM
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It's taken a few days to catch the issue while home, here's today's graph:
I took the following traceroute when the problem was occurring just now - around 10.30pm:
traceroute bbc.co.uk traceroute to bbc.co.uk (212.58.244.22), 30 hops max, 60 byte packets 1 dsldevice.lan (192.168.1.254) 5.119 ms 5.169 ms 5.162 ms 2 lo0.central10.psb-bng02.plus.net (195.166.130.253) 14.901 ms 14.959 ms 15.714 ms 3 411.be6.psb-ir02.plus.net (84.93.253.111) 16.847 ms 411.be6.psb-ir01.plus.net (84.93.253.107) 19.613 ms 19.874 ms 4 * 195.99.125.134 (195.99.125.134) 21.347 ms 195.99.125.138 (195.99.125.138) 22.508 ms 5 peer2-et-3-1-0.redbus.ukcore.bt.net (62.172.103.193) 22.848 ms peer2-et-2-1-0.telehouse.ukcore.bt.net (195.99.127.5) 23.659 ms peer2-et-3-1-0.redbus.ukcore.bt.net (62.172.103.193) 23.742 ms 6 * * * 7 * * * 8 * * * 9 * * * 10 * * * 11 * * * 12 * * * 13 * * * 14 * * * 15 * * * 16 * * * 17 * * * 18 * * * 19 * * * 20 * * * 21 * * * 22 * * * 23 * * * 24 * * * 25 * * * 26 * * * 27 * * * 28 * * * 29 * * * 30 * * *
The attached txt file also includes examples trying to connect to plus.net, guardian.co.uk, speedtest.btwholesale.com, google.com and facebook.com all while the issue was occuring, only the google homepage managed to load in a browser window
Re: Intermittent/Regular Fault & Loss of service
30-07-2017 7:07 AM
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This is happening to me as well. It's been happening for a couple of months now. Every so often the connection just drops and then reconnects about 30 seconds later. It's incredibly annoying, it just occurred this morning around 6.57am.
Seriously thinking of moving to another provider is this carries on. My connection has been super reliable up to this point.
Re: Intermittent/Regular Fault & Loss of service
30-07-2017 10:36 AM - edited 30-07-2017 2:12 PM
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Re: Intermittent/Regular Fault & Loss of service
31-07-2017 1:02 PM
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Re: Intermittent/Regular Fault & Loss of service
31-07-2017 2:38 PM
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@MatthewWheeler thanks for the update, that sounds promising
Re: Intermittent/Regular Fault & Loss of service
01-08-2017 3:54 PM
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Re: Intermittent/Regular Fault & Loss of service
01-08-2017 6:44 PM
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thanks, I'll keep an eye on it and report back if it's still occuring
Re: Intermittent/Regular Fault & Loss of service
02-08-2017 10:47 AM
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Re: Intermittent/Regular Fault & Loss of service
02-08-2017 3:34 PM
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Hi there, I've just responded to the fault ticket.
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