Packet loss and phone issues
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Packet loss and phone issues
10-01-2019 4:23 PM - edited 10-01-2019 4:37 PM
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Since my service started recently and increasingly so since I have been having large spikes of packet loss which happen all day, although usually seems to happen in clusters. The phone also suddenly had no dial tone 3 days a go, which just came back on now. Previously to this the line had a lot of crackling/ noise. I did the auto fault checker three days a go which gave the following:
Fault location: CE
Diagnosis code: T108
Description: FAULT - Dis In Network
I did not receive an update so I went onto live chat support today. The advisor told me a fault agent will call my mobile with an update today, however has not yet.
The drop wire from the pole to the house seems to be sagging a lot, more than I previously remember and is going through some dense trees of a neighbour.
Re: Packet loss and phone issues
10-01-2019 5:58 PM
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Hi there.
Sorry to hear you're having issues and haven't had a call yet.
I've tested your line today and the tests aren't showing any issues with your service following the line fault being rectified.
Are you seeing the packet loss when using a wired or wireless connection?
Having said that I've rejected the clear our suppliers have given us based on the sagging drop wire you've mentioned though this may not actually be affecting your service and it's likely our suppliers will come back asking us to book an engineer visit with you, but we'll let you know when we know more regarding that.
Re: Packet loss and phone issues
10-01-2019 7:40 PM
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Thank you for your reply and for looking into it.
I am using a wired connection.
I have attached an image from PingPlotter showing a recent packet loss spike.
Re: Packet loss and phone issues
10-01-2019 8:04 PM
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Thanks for that.
Could you try tracing pingbox1.thinkbroadband.com instead? Google rate limit ICMP which means they'd reject a lot of pings as they'll be prioritising traffic instead of replying back to you. This can give a false reading.
Re: Packet loss and phone issues
10-01-2019 8:34 PM
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Sure thing.
Attached is an image when tracing pingbox1.thinkbroadband.com showing packet loss soon after starting the trace. These large spikes happen randomly, then take around 10-15 minutes for the packet loss to slowly return to 0, before another spike occuring.
Re: Packet loss and phone issues
10-01-2019 10:50 PM
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Thanks for that.
Could you try the steps here letting us know how it goes?
Re: Packet loss and phone issues
11-01-2019 1:36 PM
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I have followed the steps on the link you posted and am now using the test socket. However packet loss spikes are still occuring. I have attached an image from pingplotter which shows a spike and until around 10 minutes later where it has slowly dropped to 0.4 PL. The phone is working now, however has noise on the line which comes and goes.
Re: Packet loss and phone issues
11-01-2019 2:07 PM
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Thanks for the detail.
I think we ought to arrange another engineer to take a look at the phone line as the crackling sounds like it may be the underlying issue. I've updated your fault ticket: https://www.plus.net/wizard/?p=view_question&id=186199320
If you can reply to that with your availability, nudging us here when you've done so we'll be happy to book the visit in.
Re: Packet loss and phone issues
11-01-2019 2:49 PM - edited 11-01-2019 2:50 PM
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Thanks for your reply.
I have now updated the ticket with my availability.
Re: Packet loss and phone issues
11-01-2019 2:58 PM
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Re: Packet loss and phone issues
16-01-2019 1:37 AM
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The engineer visted today, however I am still getting packet loss spikes. I have updated the support ticket with more information.
Re: Packet loss and phone issues
16-01-2019 11:47 AM
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Hi @BertieWooster,
I'm sorry to hear that you're still experiencing issues with the service. I've reviewed your fault this morning and raised a response via the ticket on your account, which can be viewed here.
Re: Packet loss and phone issues
20-01-2019 11:12 AM
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I left it a few days to see if the packet loss stopped, which it seemed to be doing. Until yesterday when it was quite bad nearly all day. I have responded to the ticket and also included a pingplotter image here.
Re: Packet loss and phone issues
21-01-2019 10:41 AM
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Hi there,
I've just dealt with this for you and have added an update to the account: https://www.plus.net/wizard/?p=view_question&id=186199320
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