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Month(ish) old Fibre installation - what should I expect?

YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Month(ish) old Fibre installation - what should I expect?

Hi all
Business customer here with a new PN fibre installation at work and PN ADSL 2+ at home (about a mile down the road).
We've noticed that real world performance of PN fibre to be drastically slower than our old BT ADSL connection.  Whereas my home BB can easily stream HD content with multiple devices also browsing, at work it struggles to stream music without buffering repeatedly, this with usually only one machine on the network.  I've run speed tests with Ookla, BTW and myspeedchecker which all show between 14-16Mb connection at work, 6-8 at home I think.  However running a CA-CT quality test at ISP geeks (which says it aims to replicate real-world performance) we're getting 2Mb.  Upload is consistently around 0.20-0.40Mb.
We're seeing a ping latency average of 500+ m/sec for BBC or Google.
Having phoned PN they ran a speed test and said everything was fine but it borders on being unusable a lot of the time.  We've just added the prioritised traffic option (the £7/month one) but that hasn't yet had any effect - although it only switched on today I believe.
Am I going mad or are we just expecting too much from our connection (I don't really see how we can be).
34 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Month(ish) old Fibre installation - what should I expect?

Sorry to hear your seeing issues.
I've run a few tests and they aren't showing any issues with your connection.
The only thing I've noticed is that our profile for your line is higher then the one BT have. This can make traffic management not work properly as it will think you'll have a faster speed then what you actually do.
I've changed this now so if you could log into the router and disconnect then reconnect it should be better.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

Hi Matthew
Thanks for your reply.  I switched everything off at the wall and back on, obviously no appreciable difference as yet but hopefully we'll see things improve next week.  I did however, run the ping test with Google again and it has dropped from 500+ to an average of 100+ so that's a definite change, hopefully for the better.
Although having read other posts on here people seem to get their knickers in a twist with a latency doubling to 20+, a speed we can only dream of!
EDIT: Matthew should I expect to see any change at all?  If anything we're a bot slower now.  Some examples are Facebook, BBC homepage, Royal Mail or Plusnet websites taking 15-20 seconds to load...?
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Month(ish) old Fibre installation - what should I expect?

I'm glad to hear the latency has improved although 100ms is still a bit high.
Is this over a wired connection with nothing running in the background?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

It is a wired connection and I'm the only machine on the network.  No other processes running but I'm using my computer as normal whilst the ping test runs - so: emailing, using the web, streaming music and using our two remote access databases.
I'll stop everything and re-run to see if that makes any difference, but I need to get a couple of things done before I can do that.
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

So, I closed everything down.  I'm the only live PC on the network:
Ping statistics for 8.8.8.8:
    Packets: Sent = 98, Received = 98, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 19ms, Maximum = 772ms, Average = 270ms
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

And for the BBC:
Ping statistics for 212.58.244.20:
    Packets: Sent = 476, Received = 472, Lost = 4 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 19ms, Maximum = 1004ms, Average = 453ms
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

Quote from: Matthew
I'm glad to hear the latency has improved although 100ms is still a bit high.

VERY slow again thius morning and our pinging is all over the place.
Google:
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=19ms TTL=56
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=122ms TTL=56
Reply from 8.8.8.8: bytes=32 time=121ms TTL=56
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=28ms TTL=56
Reply from 8.8.8.8: bytes=32 time=19ms TTL=56
Reply from 8.8.8.8: bytes=32 time=29ms TTL=56
Reply from 8.8.8.8: bytes=32 time=20ms TTL=56
Reply from 8.8.8.8: bytes=32 time=19ms TTL=56
Reply from 8.8.8.8: bytes=32 time=19ms TTL=56
Reply from 8.8.8.8: bytes=32 time=408ms TTL=56
Reply from 8.8.8.8: bytes=32 time=545ms TTL=56
Reply from 8.8.8.8: bytes=32 time=339ms TTL=56
Reply from 8.8.8.8: bytes=32 time=433ms TTL=56
Reply from 8.8.8.8: bytes=32 time=397ms TTL=56
Reply from 8.8.8.8: bytes=32 time=441ms TTL=56
Reply from 8.8.8.8: bytes=32 time=478ms TTL=56
Reply from 8.8.8.8: bytes=32 time=242ms TTL=56
Reply from 8.8.8.8: bytes=32 time=374ms TTL=56
Ping statistics for 8.8.8.8:
    Packets: Sent = 21, Received = 21, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 19ms, Maximum = 545ms, Average = 195ms
BBC:
Reply from 212.58.246.103: bytes=32 time=69ms TTL=56
Reply from 212.58.246.103: bytes=32 time=195ms TTL=56
Reply from 212.58.246.103: bytes=32 time=148ms TTL=56
Reply from 212.58.246.103: bytes=32 time=19ms TTL=56
Reply from 212.58.246.103: bytes=32 time=218ms TTL=56
Reply from 212.58.246.103: bytes=32 time=129ms TTL=56
Reply from 212.58.246.103: bytes=32 time=110ms TTL=56
Reply from 212.58.246.103: bytes=32 time=352ms TTL=56
Reply from 212.58.246.103: bytes=32 time=20ms TTL=56
Reply from 212.58.246.103: bytes=32 time=205ms TTL=56
Reply from 212.58.246.103: bytes=32 time=356ms TTL=56
Reply from 212.58.246.103: bytes=32 time=19ms TTL=56
Reply from 212.58.246.103: bytes=32 time=645ms TTL=56
Reply from 212.58.246.103: bytes=32 time=385ms TTL=56
Reply from 212.58.246.103: bytes=32 time=20ms TTL=56
Reply from 212.58.246.103: bytes=32 time=326ms TTL=56
Reply from 212.58.246.103: bytes=32 time=19ms TTL=56
Reply from 212.58.246.103: bytes=32 time=222ms TTL=56
Reply from 212.58.246.103: bytes=32 time=20ms TTL=56
Reply from 212.58.246.103: bytes=32 time=295ms TTL=56
Reply from 212.58.246.103: bytes=32 time=367ms TTL=56
Reply from 212.58.246.103: bytes=32 time=52ms TTL=56
Reply from 212.58.246.103: bytes=32 time=168ms TTL=56
Reply from 212.58.246.103: bytes=32 time=200ms TTL=56
Reply from 212.58.246.103: bytes=32 time=23ms TTL=56
Reply from 212.58.246.103: bytes=32 time=66ms TTL=56
Ping statistics for 212.58.246.103:
    Packets: Sent = 26, Received = 26, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 19ms, Maximum = 645ms, Average = 178ms
As you can see, inconsistent and pretty poor.
Worth pointing out that our line runs through a large tree and it is quite windy today...the Openreach engineer that came out to us last week (we also have an intermittent phone line fault with calls randomly cutting out, on our BT line) said "The line is testing a-OK, techincally no problems here - basically we'll never find your problem because it's intermittent"
Anything further from PN with regards to why we're stuck down on <3Mbps down/~100kbps up would be *really* appreciated.
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: Month(ish) old Fibre installation - what should I expect?

Hi YellowBarley,
I've had a look at your connection and can see nothing obvious that might be causing this issue, there is no congestion being recorded at your exchange and no obvious line fault.  Would you mind raising a fault through to our faults team so they can run further testing on your connection?

Thanks
jafreer
Rising Star
Posts: 832
Thanks: 49
Registered: 13-10-2012

Re: Month(ish) old Fibre installation - what should I expect?

@YellowBarley
Firstly, I am not an expert on these matters, but with that said, I would be tempted to try and do some diagnostics on the connection. One way to do this is to be able to look at linestats. Linestats can tell you a bunch of information about your connection, that might give more insight as to what is going on here.
By way of an example, I recently accessed stats for my line, and realised that my home networking powerline adapters were injecting lots of errors on the line. Without stats, I would never have known. My line performance has improved as a result of removing the offending hardware.
Stats may or may no shed more light on your problem, but they certainly let you see things like signal to noise ratios for your line, current line speed, error rates, whether interleaving is applied to your line and at what levels etc.
If you think this is something that is worthwhile, then post back, as there are lots of resources for how to do it.
In the first instance, you should check your BT IP profile for the line here...
http://speedtest.btwholesale.com/
Once it runs, click on 'Further Diagnostics', put in your phone number, and get the IP profile.
Then compare that with the Profile Plusnet currently have for you...
https://portal.plus.net/my.html?action=stable_rate


YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

Results of the BTW/further diagnostic test attached.
All seems fine but we're in a position where - having 'upgraded' to fibre and, as an experiment, paying for prioritised traffic (advised by PN call centre this might help) we're seeing performance lower than our old BT ADSL connection and certainly worse than my PN ADSL 2+ connection at home.
I've raised a fault but frankly I'm very disappointed so far by PN's "legendary" customer service.  VERY MUCH not doing me proud.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Month(ish) old Fibre installation - what should I expect?

Out of curiosity if you try to ping the router constantly do you see the same variation in pings?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

It seems to be consistently inconsistent if that's what you mean.
However, we do see periods where it is anecdotally better than others but these generally do not last more than (at the very most) a few hours.
FWIW I think it's related that our cable runs through a large tree and gets pushed all over the place in the wind.  We seem to have had this problem worst since the gales a few weeks back and when the Openreach chap was here investigating there was no wind.  He found no line fault and agreed with me.
Having said that at other times it seems worse, like now for instance (the last 10-15 minutes....):
Ping statistics for 212.58.244.18:
    Packets: Sent = 445, Received = 445, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 35ms, Maximum = 812ms, Average = 486ms
jafreer
Rising Star
Posts: 832
Thanks: 49
Registered: 13-10-2012

Re: Month(ish) old Fibre installation - what should I expect?

Do you know how far you are from the fibre cabinet?
YellowBarley
Grafter
Posts: 37
Registered: 08-04-2015

Re: Month(ish) old Fibre installation - what should I expect?

Not a clue, any idea how to find out?  As we're rated at 16Mb I guess it's quite a long way. . .