Packet Loss

[#1]

For months my connection has been stable and without issue however since around 1 week ago I've been experiencing packet loss mainly during peak times but at other times also. Any help with this issue would be greatly appreciated.

[#2]

Morning @Welpz,

Thanks for getting in touch with us.

So that we can help to narrow down where the problem lies, please can you confirm whether or not the same issue occurs across all of your devices? Please can you also confirm if the same issue occurs via Ethernet cable connected devices?

I've not been able to access your account from the information on your profile, please could you PM me your account username so I can run some tests on your service.

Thank you.

[#3]

After providing the necessary information i haven't received any followup and the issue still persists. 

[#4]

Hi @Welpz

Thanks for providing your username - my apologies for the delay in coming back to you.

I've tested your connection and everything is looking good from this side. Your connection is stable and you're in sync at 33mb/s which is actually above the estimates for your line.

How are you seeing this packet loss? Does it occur against a wired and wifi connection? Does it occur on all devices? When the issue occurs, if you ping and trace route www.bbc.co.uk what are the results? (post them here).

Let us know

Best wishes

Dave

[#5]

Results below, issue seems to be more prevalent during the evening but exists at other times also.

Pinging bbc.co.uk [151.101.0.81] with 32 bytes of data:
Reply from 151.101.0.81: bytes=32 time=16ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=15ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57
Reply from 151.101.0.81: bytes=32 time=23ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=13ms TTL=57
Reply from 151.101.0.81: bytes=32 time=14ms TTL=57

Ping statistics for 151.101.0.81:
Packets: Sent = 30, Received = 28, Lost = 2 (6% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 23ms, Average = 13ms

Tracing route to bbc.co.uk [151.101.64.81]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 14 ms 14 ms 14 ms 136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
5 14 ms 15 ms 14 ms 195.99.125.134
6 15 ms 15 ms 15 ms peer7-et-3-1-5.telehouse.ukcore.bt.net [109.159.252.236]
7 15 ms 14 ms 14 ms peer5-te0-9-0-32.telehouse.ukcore.bt.net [195.99.126.81]
8 17 ms 14 ms 15 ms 151.101.64.81

Trace complete.

[#6]

Hi @Welpz, thanks for providing that,

The trace route and ping looks all good - the latency looks low and trace route completed.

Can you advise where you are seeing this packet loss and if possible provide a screenshot? As Dave's mentioned could you advise if this occurs across all devices and if you are seeing this over both wired and wireless connections?

[#7]

The ping test provided demonstrates the packet loss does it not?

The issue occurs across all devices whether wired or wireless, screenshots demonstrating the loss is included. 

[#8]

The ping test provided demonstrates the packet loss does it not?

To my eye there's no packet loss showing and the latency is low. You'll always see some hops timing out as they'll be prioritising network traffic rather than simply responding back to your ping request.

The issue occurs across all devices whether wired or wireless, screenshots demonstrating the loss is included. 

We'll need more diagnostic information in order to further investigate this I'm afraid.

Can you setup a ThinkBroadband Quality Monitor via the instructions found Here please?

Once you've done this post up the graph and we'll be happy to take a look.

I've also checked your usage and I can see quite a lot of data being transferred. This would inevitably cause you to see higher latency and some packet loss as your connection is being used.

Do you see the problems with no other devices using the broadband and no background tasks open on the device you're using? Also, is there any noise on your phone line? If so that would need to be reported to your phone provider.