Packet Loss - Finding the cause

[#1]

Hi @markos,

Thank you for keeping us posted.

Please continue to monitor the issue over the next few days and let us know if anything changes.

[#2]

I think the ten days are more than over now, and I now have a very solid connection so a big thank you - much appreciated.

But... (isn't there always?!) the stability has come at a cost in performance, which is probably to be expected. I really hate to sound negative on this, and this may well be due to the local uptake in fibre, the condition of the local infrastructure, etc. However, I'd like to hear your thoughts.

This is before and after the most recent works:

Before/After

The one on the left is of "typical" speeds that I had been used to for many months. I would often refer to our speeds as 60/20'ish. I know others nearer the cabinet get closer to 70 down.

The one on the right is where we are now.

And going further back in time we were often in this ball park:-

The Ookla speedtest's might not be regarded as super accurate, but I get fairly consistent results and therefore it's my tool of choice for a stick-in-the-ground guide.

Thoughts?

[#3]

Can I add that when I moved to Fibre from ADSL this was in the email I received:-

67 to 80Mbps

[#4]

HI @markos

I think its probably worth us taking another look at this as, as you've highlighted the speed has dropped below your estimates.

We'll be able to progress this for you once you've had the chance to raise a new fault here

Best wishes,

Dave

[#5]

Thank you @RandallFlagg

I clicked that link and without needing to enter anything at all it went straight to this:-

Is that all I had to do, just click the link to it?!

[#6]

Hi, the account isn't showing that you've raised a fault so I think that's a cached page you're seeing there. Could you try deleting your browser's cookies and temporary internet files and give that another try please? - Adam 

[#7]

Thanks @adamwalker

I've just tried it in an incognito window, same result.

Then I tried it in browsers I don't use (Firefox and Edge) and I still get the same result!

[#8]

Try opening that link - https://portal.plus.net/apps/kbdfaults in a new window - it should ask you to sign-in to your Plusnet account.

[#9]

Thanks @VileReynard

It was a new incognito window (hence entirely separate window from normal browser,  as it doesn't keep browsing history, cookies or site data). It did ask me to log in - as it did in the other two browsers (they're not used for general surfing, they are just used for unit testing client's websites).

But in all cases, it goes straight to the screen grab!

[#10]

It works for me... FireFox 60.1, although in a non-incognito mode.

[#11]

Dusted off my iPad, and that goes straight to the screen grab too 

I don't think I'm allowed any new tickets   

[#12]

When I say "straight" I mean it asks me to log in first.

[#13]

I'm just wondering if you're logging into a different account than hte one we have linked to your Community account. can you PM me your username please? 

[#14]

me too.

[#15]

@adamwalker sent!