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Packet Loss, Poor Online Gaming, Poor Video Steaming

Rugazi
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 30-12-2017

Packet Loss, Poor Online Gaming, Poor Video Steaming

I’ve just moved to PlusNet on the 29th of December and I’m unable to play games online or watch video streams as they keep stopping, I’ve notice that I’m getting a lot of packet loss, I never had any issues over the last year+ with BT. Any ideas what could be causing this?

 

Line Stats

====================================================================================
VDSL Training Status: Showtime
Mode: VDSL2 Annex B
VDSL Profile: Profile 17a
G.Vector: Enable
Traffic Type: PTM Mode
Link Uptime: 1 day: 19 hours: 2 minutes
====================================================================================
VDSL Port Details Upstream Downstream
Line Rate: 6.450 Mbps 32.035 Mbps
Actual Net Data Rate: 6.424 Mbps 31.983 Mbps
Trellis Coding: ON ON
SNR Margin: 5.9 dB 5.8 dB
Actual Delay: 0 ms 0 ms
Transmit Power: 7.1 dBm 13.0 dBm
Receive Power: -10.6 dBm -13.2 dBm
Actual INP: 0.0 symbols 0.0 symbols
Total Attenuation: 0.0 dB 26.9 dB
Attainable Net Data Rate: 6.424 Mbps 32.074 Mbps

10 REPLIES
Rugazi
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 30-12-2017

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

Hello, I’d just like to thank all the staff members that responded to this thread, you’ve all made me feel so welcome, and I know that I can come here at anytime and you’ll be happy to help me out.

I’ve been read other threads and it seem to be you have to be rude or say horrible things to get help, I don’t even care that I didn’t get help with the issue, but it would have been nice to hear from a member off staff even if it was just to welcome me to the community and say, sorry we can’t help or hey go do this and get a support ticket setup or something.

Sorry if I sound like a butt, and I’m going to put it down to my posting being so close to Christmas and new year.

I managed to sort the issue myself, but I’m sure if someone had been able to communicate with me it’d have been resolved much faster.

Thanks.

ibby1989
Hooked
Posts: 7
Thanks: 2
Registered: 06-01-2018

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

Hi Rugazi,

I think I am having a similar issue that you had although I signed up in July. I've been monitoring my connection using the router logs for a number of months now (I didn't really have the time to do anything about it so far due to work pressures, but now that I've found the forum...).

Might I ask how you solved this issue please? I'm having about 5-10 connection drops a day over RJ45 due to rejected TCP packets. It looks like the router thinks I'm under some sort of spam attack! Each drop lasts anywhere between a minute to more than 10 minutes though the average drop time is about 2-3 minutes. It's driving me nuts.

My brief search on the forum seemed to evidence that others solved this by purchasing a third-party VDSL router and replacing the Plusnet One Hub. I'm hoping I won't have to do that as the good quality routers are £100+.

Any help would be greatly appreciated.

Community Gaffer
Community Gaffer
Posts: 13,421
Thanks: 1,182
Fixes: 92
Registered: 04-04-2007

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

@Rugazi, apologies for the silence. If the dates match up, then you may have been subject to the issue I referenced here. Whatever the weather, glad it's sorted.

@ibby1989, I don't think Rugazi's connection was actually dropping, so you're likely affected by something else. Having said that, your connection has been up and uninterrupted for over a month now. There is a fair bit of data being transferred over the line though. If the drop is affecting a device connected via ethernet like you say, then you could do worse than to swap the cable out. Would also be interesting to see those router logs that you suspect to be part of the issue.

Edit: The problem I think you're referring to where customers swapped their routers out, was related to an older firmware revision of the Hub One. You're already on the latest firmware iteration so shouldn't be affected by this.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

ibby1989
Hooked
Posts: 7
Thanks: 2
Registered: 06-01-2018

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

@bobpullen Many thanks for your reply, very grateful that there's someone to talk to about this. I've not been on the PC much today and so haven't noticed it (older logs are mostly gone now as I don't think the router stores all of it).

However, spooling through the log, I noticed it did happen sometime around noon:

13:04:05, 06 Jan. (3372381.250000) Lease requested
13:04:05, 06 Jan. ath10: STA xx:xx:xx:xx:xx:xx IEEE 802.11: Client associated
13:01:23, 06 Jan. IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.86]:80 <-​-​> [xx.xx.xx.91]:9091 -​ -​ -​ [xx.xx.xx.223]:13339 TIME_WAIT/CLOSED ppp3 NAPT)
13:01:05, 06 Jan. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.86]:43738-​>[xx.xx.xx.140]:443 on ppp3)
13:01:05, 06 Jan. IN: ACCEPT [54] Connection opened (Port Forwarding: TCP [192.168.1.86]:80 <-​-​> [xx.xx.xx.xx]:9091 -​ -​ -​ [xx.xx.xx.xx]:13339 CLOSED/SYN_SENT ppp3 NAPT)

 

Would the helpdesk info also be useful? Though it seems like you have all of this info already?

Community Gaffer
Community Gaffer
Posts: 13,421
Thanks: 1,182
Fixes: 92
Registered: 04-04-2007

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

The in packets look to be matching a port forwarding rule that's pointing to a web server hosted on a device on your network with the IP 192.168.1.86. (using ports 9091/80).

The out packet is an HTTPS request originating from the same machine. I wouldn't expect either of these events to cause you any connectivity issues.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

ibby1989
Hooked
Posts: 7
Thanks: 2
Registered: 06-01-2018

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

I can't confirm that the bit of the log I pasted was an actual point at which internet connectivity was lost as it only looked similar to what was happening when I was watching it. I do know that the IP address 192.168.1.86 points to my Western Digital MyCloud.

I'll keep an eye on it and document the times when it goes down and the corresponding log entry at those times and then I'll post it here.

Rugazi
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 30-12-2017

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

Hi @ibby1989,

The problem turned out to be a router issue, since I moved to PlusNet the router started logging massive amounts of errors to do with incoming attacks and I'm guessing that it couldn't deal with logging all that data, I turned off the logging and cleared the log file. Maybe a restart of the router would have fixed this problem but I didn't want to upset the sync as the connection only just went live, and the connection is solid, it's been up since the day it was activated. The connection from the outside world looked fine I had a friend monitor my IP with PingPlotter and it had almost zero packet loss and Broadband Quality Monitor looked very clean.

My opinion of that BT Home Hub/PlusNet One Hub is that it's a pile of [-Censored-], I use to use the BT Home Hub and had nothing but problems, it was unstable and connected at much lower speeds.

Also Hi @bobpullen Smiley

ibby1989
Hooked
Posts: 7
Thanks: 2
Registered: 06-01-2018

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

@Rugazi That's very interesting; was it the same error code that I received "TCP Reset Attack Suspected"?

I suspect that this is also a router issue as my line has been stellar otherwise. I'm getting great speeds and I have not changed my network infrastructure from my previous ISP where I did not see any of this behaviour.

Might be worth investing in a third-party VDSL router at some point I guess...

Rugazi
Dabbler
Posts: 12
Thanks: 1
Fixes: 1
Registered: 30-12-2017

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

@ibby1989 I don't remember what the error code was as I cleared the log after turning off logging, but I was getting hundreds of them a second.

ibby1989
Hooked
Posts: 7
Thanks: 2
Registered: 06-01-2018

Re: Packet Loss, Poor Online Gaming, Poor Video Steaming

@Rugazi Thanks for the info, I think yours was a little different in that case.

So I've had two drop outs today while watching a movie with my family (on the Nvidia Shield this time rather than my PC). The first was at around 4:50PM and then again around 5PM. Logs pasted below:

17:03:06, 07 Jan. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 xx.xx.xx.xx-​>xx.xx.xx.xx on ppp3)
17:03:04, 07 Jan. BLOCKED 3 more packets (because of ICMP replay)
17:03:03, 07 Jan. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 xx.xx.xx.xx-​>xx.xx.xx.xx on ppp3)
17:02:15, 07 Jan. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 xx.xx.xx.xx-​>xx.xx.xx.xx on ppp3)
17:02:13, 07 Jan. BLOCKED 3 more packets (because of ICMP replay)
17:02:12, 07 Jan. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 xx.xx.xx.xx-​>xx.xx.xx.xx on ppp3)
16:54:38, 07 Jan. IN: BLOCK [16] Remote administration (TCP [xx.xx.xx.xx]:37786-​>[xx.xx.xx.xx]:22 on ppp3)
16:48:13, 07 Jan. (3472227.060000) Device disconnected: Hostname: iPhone IP: 192.168.1.75 MAC: xx:xx:xx:xx:xx:xx
16:48:11, 07 Jan. ath10: STA xx:xx:xx:xx:xx:xxIEEE 802.11: WiFi registration failed
16:47:13, 07 Jan. (3472167.060000) Host iPhone (MAC xx:xx:xx:xx:xx:xx) using IP 192.168.1.75 detected on interface ath00, port -​1
16:47:12, 07 Jan. ath00: STA xx:xx:xx:xx:xx:xxIEEE 802.11: Client associated
16:44:29, 07 Jan. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.75]:55696-​>[xx.xx.xx.xx]:443 on ppp3)
16:41:59, 07 Jan. BLOCKED 6 more packets (because of Packet invalid in connection)
16:41:59, 07 Jan. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.75]:55672-​>[xx.xx.xx.xx]:443 on ppp3)
16:41:58, 07 Jan. IN: BLOCK [16] Remote administration (TCP [xx.xx.xx.xx]:57023-​>[xx.xx.xx.xx]:443 on ppp3)
16:40:24, 07 Jan. IN: BLOCK [16] Remote administration (TCP [xx.xx.xx.xx]:11910-​>[xx.xx.xx.xx]:22 on ppp3)