Lots of packet lost and latency
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Lots of packet lost and latency
02-08-2019 6:51 PM
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Hi,
My line is getting packet loss and high latency, its making gaming and streaming video a nightmare. I'm on a wired connection.
I noticed that on this thread you were able to update some network settings to fix a similar issue for another customer.
https://community.plus.net/t5/Fibre-Broadband/Lots-of-packet-lost-and-latency/m-p/1555116#M79056
Would you be able to look into the issues i'm having please.
Thanks
Re: Lots of packet lost and latency
02-08-2019 8:56 PM
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Looking into this, we are unable to perform the same action as on the thread you linked.
I've tested your circuit and can't see any issues nor faults.
Are you trying to game and stream at the same time as other devices are using the connection for anything at all?
Thanks,
MoR
Re: Lots of packet lost and latency
02-08-2019 9:13 PM
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Re: Lots of packet lost and latency
03-08-2019 10:29 AM
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Hi there @grahamroberts11
Since we aren't seeing any issues on our side, would you be able to provide some screenshots of the pings/trace routes you've performed?
Re: Lots of packet lost and latency
08-08-2019 5:06 PM
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The issue is happening again now. I have attached some screenshots of pinging google.com
Would you be able to check my line again now to see if you are able to identify any issues please? @Optimatts
Re: Lots of packet lost and latency
08-08-2019 5:11 PM
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Re: Lots of packet lost and latency
08-08-2019 8:33 PM
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Hi @grahamroberts11,
I've retested your line today and I can see that the connection seems to have gone a little downhill since we'd last tested it. I can see there have been a few drops in connection today and I can see the speeds are running below the estimated range. As this is the case, I'd strongly recommend setting the router up within the test socket in the property, which we have a guide on here. I would also recommend running through our troubleshooting guide if you haven't already, which can also be found here.
If there's no improvement after carrying these steps out then we may need to arrange an engineer visit to investigate further, so please let us know how this goes and we'll pick this back up for review as soon as possible.
- Alex
Re: Lots of packet lost and latency
09-08-2019 9:20 AM
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Thanks for getting back to me. I've already been through the troubleshooting and an engineer came out a couple of months ago. He fitted a new master socket and couldn't find any other faults at the time of testing.
My neighbours are having similar issues with their internet connections and they are using other ISPs.
Re: Lots of packet lost and latency
09-08-2019 11:24 AM - edited 09-08-2019 11:28 AM
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Hi @grahamroberts11,
Thank you for confirming that you've already been through the troubleshooting checks and that the previous engineer was unable to determine the cause of this problem. I'm sorry to hear that your neighbours are also experiencing connection problems.
I've tested your line and the test hasn't picked up the cause of the connection issues, though I can see that the current sync speed of 57.4mbps is below your line's estimates of 65.2 - 80mbps. It's been unable to test the voice line side, please can you confirm whether the landline was in use at this time?
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
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 | 57.4 Mbps | ||||
Upstream Speed | 16.1 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Not Run - Unable to run | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Detected | ||||
Cross Talk | Detected | ||||
Estimated Line Length In Metres | 393.2 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Regular Interference Observed on Week Days | ||||
Service Impact | No Impact Observed | ||||
Interference Duration Longest Occurrence | From18:30to19:45 | ||||
Interference Location | Other | ||||
Interference Observed In Days | 2 | ||||
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-67M Downstream, Retransmission High - 0.128M-17M Upstream, Retransmission High | ||||
Time Stamp | 2019-07-27T11:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 59.9 Mbps | 66.9 Mbps | 61.8 Mbps |
Up Stream Line Rate | 11.9 Mbps | 20.0 Mbps | 14.8 Mbps |
Up Time | 863.0 Sec | 900.0 Sec | 899.8 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 | 2019-08-09T10:02:09Z | 2019-08-09T10:17:09Z |
Ingress Code Violation | 0 | 1 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: Lots of packet lost and latency
09-08-2019 12:11 PM
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Thank you @EmilyD for looking into this and carrying out these tests. I can confirm that I do not a landline phone connected. For the past few months I never seen speed tests results be within the 65.2 - 80 mbps estimate.
Are there any actions that can be made to improve my line speed to be consistently within the estimates? Also, what do you think could be causing the intermittent connection drops and packet loss/latency?
Re: Lots of packet lost and latency
09-08-2019 1:16 PM
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Hi there @grahamroberts11
I'm afraid there's nothing we are able to do remotely to boost your speed closer to estimates.
Your current sync speed is below the estimates for what your line is expected to be hitting. This means the line is under-performing due to some circumstance. But we can't see what that circumstance is via testing.
Outside of doing standard troubleshooting and getting connected to your test socket the next step really would be to look towards an engineer visit.
Should this be the case, I can see your previous fault has timed out and we would need you to raise a new fault here and let us know when you've done so. We'll then get the ball rolling.
Re: Lots of packet lost and latency
09-08-2019 1:26 PM
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Thank you I have raised the fault with question ID 192979852
Re: Lots of packet lost and latency
09-08-2019 2:21 PM
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Thanks for reporting the fault @grahamroberts11
I've just progressed that for you and added a reply Here
Feel free to nudge us over here once you've responded with the requested information
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