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[Issue] Variable latency in evenings, recent problem

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

[Issue] Variable latency in evenings, recent problem

Hi there,

I've been an FTTC user since Plusnet originally trialled. I've switched providers in the meantime, but have since been back with Plusnet in the last year. I'm saying this as I know the quality of my internal network and wiring, and know the issues are not to do with my hardware.

Since Wednesday 27th I've been getting intermittent periods of high, consistent latency spikes, affecting online gaming (CS:GO official and community servers, Apex Legends) to the point of being unplayable. I'll be pinging bbc.co.uk for a steady 14ms, and then every 5th-10th ping will spike to 200ms+. This then goes away on it's own again at a random time. I can power down my router for 15 mins and reconnect and I'll be using some differing hops, which remove the problem for a 10-15 minutes, but will reliably come back up. Sometimes my hops between google.co.uk and bbc.co.uk can vary between 8 and 15 hops (!).

I know that some of the hops on the way may not be prioritizing ping traffic, but the tracerts accurately reveal when I'm having issues with the service.

It looks to be a problem with the *.hiper*.sheff.dial.plus.net.uk hops, ranging from 128-132 from what I've seen so far.

 

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *       12 ms    12 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4   258 ms   129 ms    44 ms  132.hiper04.sheff.dial.plus.net.uk [195.166.143.132]
  5    13 ms    13 ms    13 ms  195.99.125.140
  6    19 ms    13 ms    13 ms  peer8-et-3-0-1.telehouse.ukcore.bt.net [109.159.252.154]
  7    13 ms    13 ms    13 ms  195.99.126.83
  8   242 ms   247 ms    57 ms  151.101.0.81

racing route to google.co.uk [216.58.204.3]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *       13 ms    12 ms  133.hiper04.sheff.dial.plus.net.uk [195.166.143.133]
  4   109 ms    13 ms    13 ms  132.hiper04.sheff.dial.plus.net.uk [195.166.143.132]
  5    13 ms    13 ms    14 ms  195.99.125.144
  6    14 ms    13 ms    13 ms  peer2-et3-1-4.slough.ukcore.bt.net [62.172.103.220]
  7   138 ms    86 ms    14 ms  109.159.253.69
  8     *        *        *     Request timed out.
  9   265 ms   264 ms   127 ms  216.239.46.38
 10    14 ms    14 ms    13 ms  108.170.246.176
 11    15 ms    15 ms    15 ms  209.85.143.67
 12    14 ms    19 ms    26 ms  216.239.57.206
 13   142 ms    67 ms    78 ms  74.125.242.97
 14   240 ms   209 ms    88 ms  209.85.249.219
 15   273 ms   280 ms   147 ms  lhr35s07-in-f3.1e100.net [216.58.204.3]

How do I get this looked at? I'm currently playing online using 4G as it's providing a much more reliable (!) connection. I've not had issues like this since my Blueyonder cable days in the early 2000s.

Thanks,

 

33 REPLIES 33
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: [Issue] Variable latency in evenings, recent problem

Not a gamer myself, but my son was* an avid gamer

*kicked from sessions, lagging but also work shift patterns have dropped it to nigh on 0 hours.

But I too have been having issues and recently posted a stack of tracerts - here

Ours seems to be 141.hiper04.sheff.dial.plus.net.uk [195.166.143.141] and 137.hiper04.sheff.dial.plus.net.uk [195.166.143.137]

If you were using a PNH1, which from your tracert you're not, my initial gut feeling was the hub, the network or the infrastructure. So one could come to the conclusion it's one or both of the latter ones....

The other day, posted further up on the above link and we had 2 users on facetime - it dropped and they went to 4G data without a single issue.

 

So, what's the common factor.....?

 

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

Re: [Issue] Variable latency in evenings, recent problem

Correct, not using the Plusnet hub. I'm using a Draytek Vigor 2860, hardwired to my PC (direct or through a switch, both tested). I've ensured I've removed all other devices from my network, and even directly replacing the the Draytek on my network with a Hauwei 4G router means I can have a stable connection.

 

Plusnet cannot deny there is an issue here, the problem is so pronounced.

These threads seem to show the same issue recently.

 

AvengerUK01
Rising Star
Posts: 59
Thanks: 13
Registered: ‎06-09-2016

Re: [Issue] Variable latency in evenings, recent problem

Here we go again...

 

Unfortunately in my 4 years with plusnet this re-occurs now and again, and it usually takes a rediculously long time for them to admit theres a problem.

 

I am also seeing the below - I strongly suggest you sign up for thinkbroadbands monitoring - this was VERY useful in getting plusnet to take the problem seriously last time around... ( https://www.thinkbroadband.com/broadband/monitoring/quality )

Below is my live graph:

f84e5c011135238462c7274e50ecf42ca5c2cc5c

I will be flagging this up to plusnet daily - unfortunately it took people on these forums and not the usual support channels for the last time latency was an issue to get noticed

DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: [Issue] Variable latency in evenings, recent problem

I've ensured I've removed all other devices from my network

Kinda did that too earlier myself. Some devices were off, others sleeping.

Currently using ethernet. Even simple forum pages were taking forever to fully load.

Being disabled (not going to throw 'that card' in), I do normally go on this laptop over wifi - yes I know, not ideal but it serves a purpose. atm I'm testing with the shortest ethernet I've got (2 mtrs), but means the laptop has to be at arms length - makes it difficult to use, though also use a wifi mouse which makes most stuff easier. Typing is the main difficulty.

As an aside, I appear to have BB connections issues, OR came out the other day and reset my SNR to 6dB - it's bouncing quite a bit though Sad

The tracerts lead me to believe something ain't quite right......

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

Re: [Issue] Variable latency in evenings, recent problem

Thanks for letting me know, I've added the TBB monitor:

My Broadband Ping - PlusNet Monitor

 

Plusnet Help Team
Plusnet Help Team
Posts: 501
Thanks: 100
Fixes: 30
Registered: ‎24-04-2017

Re: [Issue] Variable latency in evenings, recent problem

Hi @MattClay, I'm sorry to hear you're having connections issues.

Checking your connection from this side everything is looking spot on to the router with no signs of a single error and 2 drops in the last 7 days (one of which I believe when you were adjusting the set-up of the network your side).
Looking at your initial trace routes ran and the majority of spikes being observed after the 8th hop it hints that the problem isn't network related and more so a overall issue effecting your connection intermittently.
I'd advise if you haven't already, to set up your network with solely a router, Ethernet cable and  plugging this directly into your PC, then to monitor to see if the issue persist. If you can do this for a few hours with the TBB monitor ongoing and get back to us with the results this will highlight if it's something outside of your home network as the cause of the ping spikes. Have you also tried another PC/device at all to see if the problem persists there also?

 Ben Devine
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 501
Thanks: 100
Fixes: 30
Registered: ‎24-04-2017

Re: [Issue] Variable latency in evenings, recent problem

Hi @AvengerUK01, sorry to hear you're having connection issues also. Checking your connection from this side there are a bunch of Ingress code violations which have caught my eye which although not many do hint at something out of place somewhere.

est Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 60.2 Mbps
Upstream Speed 16.2 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 520.5
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Good
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence From 12:00 to 10:45
Interference Location Customer Premise
Interference Observed In Days 14
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-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-02-19T13:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 63.5 Mbps 64.0 Mbps 63.6 Mbps
Up Stream Line Rate 16.1 Mbps 16.6 Mbps 16.3 Mbps
Up Time 845.0 Sec 900.0 Sec 899.7 Sec
Retrains 0.0 1.0 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 2019-03-04T12:37:45Z 2019-03-04T12:52:45Z
Ingress Code Violation 10 4
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0


Can I ask, the ping spikes issue you've been monitoring the last few days. Was this over a wired or wireless connection?
Also, have you rule out internal network factors that could be behind this?
Have your tried an alternative router (if one available)? 
Removed any power line adapters/switches from the home network and monitored to see if the issue persist?
Have you seen this issue occur on more than the 1 device?

 

 Ben Devine
 Plusnet Help Team
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: [Issue] Variable latency in evenings, recent problem

it hints that the problem isn't network related and more so a overall issue effecting your connection intermittently

Not wanting to step/stamp on toes, but it is, isn't it - eg, plus Jono's response directly below

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

Re: [Issue] Variable latency in evenings, recent problem

Hi @BD , thanks for getting back to me.

I've already carried out the troubleshooting steps you've described, but setup the TBB around 10pm last night so that should give things a good indication. It was experienced separately on a desktop and laptop, both connected by Ethernet. Switching to a 4G router eliminated the issue.

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

Re: [Issue] Variable latency in evenings, recent problem

Ah didn't see this reply before replying above. Good stuff, thanks @DS 

AvengerUK01
Rising Star
Posts: 59
Thanks: 13
Registered: ‎06-09-2016

Re: [Issue] Variable latency in evenings, recent problem

Thanks @DS, let's hope its resolved Smiley
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: [Issue] Variable latency in evenings, recent problem

let's hope its resolved

Due to recent conflicting statements on that thread, I simply have no idea!!

My head has now gone to mush!

 

MattClay
Dabbler
Posts: 12
Thanks: 7
Registered: ‎03-03-2019

Re: [Issue] Variable latency in evenings, recent problem

Reading the thread with JonoH replies it seems that there was a range of IP addresses that were affected, they've removed that affected pool and a reconnect to get a new dynamic IP address (if on dynamic) should resolve. Are you on dynamic or static @DS?

I'll be testing when I'm home tonight and we'll see. Thanks for taking an interest in my issue, I'll be keeping an eye on things to see if yours is similar and it's resolved or not.

DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: [Issue] Variable latency in evenings, recent problem

Always been dynamic.

I do/did have reasons for this - more so down to 'scare' reports. I used to be a maoosive gamer myself, my then teenage son followed in my footsteps. It was those idiots that would try and win by any means (by DDOSing) and having a dynamic we could then simply switch the router off for a while, reconnect and be given a new address.

I thought the issue only affected dynamic, as stated on that thread, and those on static were not having these issues - due to how static ip's get routed. I then find it's only a certain (whilst tying this reply, not sure what range) IP's affected.

As I'm now not one of those, it now also means I'm no closer to finding out just what's going on (or off) with my connection difficulties.