Just installed although had to be ring to be activated.

[#1]

Look's like the SVLAN change has happened. Just need to wait now for the ping to drop from 25 to 15 again like it did the first time.

Our tests tally up with that too.

Can you confirm that this is some sort of low level error correction/interleaving that is being applied on activation of new lines? (It would account for there being 8ms added delay on ping).

When a new FTTC connection is provisioned, the line is put on an open DLM profile and is adjusted automatically within the first 48 hours.

Profile Name

0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off

From the above it looks like you're not banded and interleaving is switched off, but retransmission is low which is another form of error correction.

What DLM profile do Plusnet ask Wholesale to apply by default?

Standard profile, which I believe is equivalent of Speed on the Openreach side.

[#2]

Gandalf,

Could you please perform a remote DLM reset now that the SVLAN issue has been resolved as i expect this error correction is somehow staying this time causing the latency to be 25ms instead of 15ms.

Many thanks in advance

[#3]

Hi @digzlol7,

We're not able to perform remote DLM resets on fibre connections, I'm afraid. I've tested your line and it's all looking good from this side. For reference, today's test result is as follows:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXXXX

Test 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	79.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	339.1
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 06:00 to 06:15
Interference Location	Unknown
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, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-06-04T11:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	79.9 Mbps	80.0 Mbps	79.9 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	211.0 Sec	900.0 Sec	887.5 Sec
Retrains	0.0	5.0	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	2018-06-17T09:41:01Z	2018-06-17T09:56:01Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Are you still experiencing any problems with your connection?

[#4]

Latency is extremely poor.

Tracing route to multiplay.co.uk [85.236.96.26]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  bthub [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       23 ms  129.hiper04.sheff.dial.plus.net.uk [195.166.143.129]
  4    23 ms    23 ms    23 ms  be3-3100.pcn-ir01.plus.net [195.166.143.128]
  5    25 ms    25 ms    24 ms  195.99.125.136
  6    23 ms    23 ms    23 ms  peer8-et-0-0-4.telehouse.ukcore.bt.net [109.159.252.158]
  7     *        *        *     Request timed out.
  8    25 ms    24 ms    24 ms  185.97.60.3
  9    24 ms    24 ms    24 ms  ha01.multiplay.co.uk [85.236.96.26]

Trace complete.

Compared to the other provider.

Tracing route to multiplay.co.uk [85.236.96.26]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    16 ms    16 ms    16 ms  62.72.148.128
  3    17 ms    17 ms    17 ms  62.72.133.89
  4    17 ms    16 ms    17 ms  62.72.133.89
  5    17 ms    17 ms    17 ms  be51.cr05.ts1.bb.daisyplc.net [62.72.137.174]
  6    16 ms    16 ms    16 ms  195.66.236.224
  7    17 ms    16 ms    16 ms  185.97.60.3
  8    17 ms    17 ms    17 ms  ha01.multiplay.co.uk [85.236.96.26]

You do offer Remote DLM resets as part of a trial with BT so please have the DLM reset on the line so i can have a latency to UK and EU servers which is in the range it should be.

[#5]

Sorry to see that latency is a problem again. 

A DLM reset won't help as that's for when the line has been banded by DLM and your's hasn't been, that's demonstrated by the "profile name" section of the GEA test results Emily provided you with yesterday. 

I assume those results were both recorded over Ethernet? 

Adam 

[#6]

Yes. all recorded over ethernet. You are the only ISP i've ever had increased latency with on this line. After the first day the latency dropped to 15ms then you changed the SVLAN and it is now back at 25-30ms and is now staying at that. That is why I am asking for the line to be reset to that it can drop to 15 again. If this can't be done i'd rather migrate to another provider who can provide this.

[#7]

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=25ms TTL=58
Reply from 8.8.8.8: bytes=32 time=25ms TTL=58
Reply from 8.8.8.8: bytes=32 time=25ms TTL=58
Reply from 8.8.8.8: bytes=32 time=25ms TTL=58

Ping statistics for 8.8.8.8:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 25ms, Maximum = 25ms, Average = 25ms

As you can see latency even to UK servers is much higher than it should be considering on the previous VLAN it was 15 now for the user who doesn't use latency intensive games and applications that would be fine but i am using servers in the and allover europe and the noridic region where having +10/15 added to the latency takes it to unacceptable levels.

My point being what harm can a DLM reset to if it proves the fix the problem? Now the fact is you are enrolled in a trial to do this remotely without an engineer visit and you have done this for customers and from the fact that the Latency was 15ms before the vlan change I would expect you would be atleast be willing to atleast try this as a option.

If you aren't willing to do this please release me from my minimum term so i can migrate to an ISP who takes customer service and latency more serious than you at PlusNet seem to do.

[#8]

@jdigzlol7 If you look at your GEA test above :

"0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off"

shows that a DLM reset will make no difference.

Your ping results are nothing to do with DLM - they may however depend on the gateway you are connected to.

There is a gateway tool in the member centre which might help. But rather than pinging stuff, maybe you would get more useful information using other diagnostic tools.

Can you really notice a 10msec difference in pings? 

[#9]

Sorry, the tool failed to identify your gateway; this does not mean that anything is wrong with your connection.

Other tools show the some latency so I don't see how that helps. 10ms Added to UK. EU has 20ms added . Nordic > further EU 20ms

It is most certainly noticeable.

[#10]

@jdigzlol7 As your line isn't banded, we can't ask our suppliers to submit a DLM reset remotely as it'll simply get rejected. 

With regards to the gateway checker this generally doesn't work anymore due to the way connections are now routed across our network.

These drops in your connection won't be helping your latency:

Our tests aren't completing as we'd expect so I've reported this through to our suppliers for further investigation.

[#11]

The drops aren't due to the line they are manual. What is the reason there is added latency ? 26ms to london just isn't acceptable.

[#12]

In that case I'd recommend against dropping the connection frequently as DLM will likely start making negative changes to your line.

I've made a change to how your service routes across our network in an attempt to try to identify the problem. Can you let us know if you are still having issues from now? Please also let us know if this resolves the issue as ideally this change can't be permanent but it should allow us to investigate further.

[#13]

Tracing route to multiplay.co.uk [85.236.96.26]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  bthub [192.168.1.254]
  2    26 ms    26 ms    26 ms  410.xe-2-2-0.central10.psb-bng02.plus.net [84.93.253.104]
  3    26 ms    27 ms    26 ms  411.be6.psb-ir01.plus.net [84.93.253.107]
  4    27 ms    27 ms    26 ms  core1-BE1.southbank.ukcore.bt.net [195.99.125.130]
  5    28 ms    33 ms    43 ms  peer8-et-7-0-2.telehouse.ukcore.bt.net [109.159.252.100]
  6     *        *        *     Request timed out.
  7    27 ms    27 ms    27 ms  185.97.60.3
  8    27 ms    27 ms    27 ms  ha01.multiplay.co.uk [85.236.96.26]

Seems like it's been a negative impact.

[#14]

Looks like that rules out my theory/assumption, so I've changed your connection routing back to the way it was.

Honestly you shouldn't really be having issues with that latency. Figures aside, do you experience any real world problems whilst gaming?

It may also be worth running a trace route to pingbox1.thinkbroadband.com to rule the higher latency being caused by multiplay.co.uk

[#15]

The reason I'm posting is because i'm having issues 27ms to london means that all outward points will be hugely higher than normal.

One example Uno Broadband line Ping time to Riot Games EUW server 28ms. Plusnet pingtime on this line 50ms visible action input lag on a fast paced game.

As requested

Tracing route to pingbox1.thinkbroadband.com [80.249.99.164]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  bthub [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       26 ms  129.hiper04.sheff.dial.plus.net.uk [195.166.143.129]
  4    27 ms    26 ms    26 ms  be3-3100.pcn-ir01.plus.net [195.166.143.128]
  5    25 ms    24 ms    24 ms  195.99.125.136
  6    24 ms    24 ms    25 ms  peer8-et-0-0-4.telehouse.ukcore.bt.net [109.159.252.158]
  7     *        *        *     Request timed out.
  8    25 ms    25 ms    27 ms  po4-31.core-rs2.thdo.ncuk.net [80.249.97.85]
  9    26 ms    26 ms    26 ms  pingbox1.thinkbroadband.com [80.249.99.164]

It's 26ms at all stages so there is latency being added from the first hop and again over 4 years in this property you are the only ISP i've had issues such as this on.

 If august wasnt so far away i would say move it back to the previous SVLAN and atleast ill have low latency but the fix time just isnt good enough and i fear that even switching back it would be stuck with this added latency and that would be even more issues.

I don't wanna spend time constantly contacting you to have this dealt with so i've placed a migration order to another ISP to go thorugh on the 5th of July if you can fix it before then i'll gladly cancel the order.

This is 2018 not 2003 these are issues which just simply shouldn't be happening.