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Packet loss

digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Packet loss

I've seen a couple of other threads where people have had dropped connections but mine is now looking silly.
It started a couple of days back and I see my line speed is now shown as 61Mbps when it was 74Mbps previously. I'm currently away from home but will be back today or tomorrow.
When it started

Current

18 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,674
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: Packet loss

Have you been disconnecting/reconnecting a lot recently?
If you continue to have issues I'd suggest going through the faults checker at https://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

I've not even been at home for the last 3 weeks or so although there is stuff that runs 24x7 and I have remotely accessed a PC a few times over that period. Looking at TBB monitor the packet loss started a few days ago.
I'm back home now and just raised a ticket as there had been no response here when I looked.
I don't normally have any phone plugged in but I dug one out and there is some low level electronic noise present after killing the dial tone by dialling a 0 but it is pretty quiet.
Everything was clean on 15th then it started going downhill until it reached the stupid level show in the graph in my initial post.
15th...

Anyhow there shuld be an open ticket now. I'll be at home for the next week


Community Veteran
Posts: 1,622
Thanks: 24
Registered: ‎29-06-2010

Re: Packet loss

Instead of dialling 0 to suppress the DT, dial 17070 and choose Option 2 - Quiet Line Test. It may give you a better indication if there is a line issue.
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

Thanks. I was aware of the test number but thought the OR blokes got the hump with every tom dick and harry using it. IME there is always some degree of noise but it's a judgement call on how much would be considered acceptable. As I never use this line for a phone it's the first time I've listened on it. What noise there is wouldn't impact conversation IMO. Regardless of voive the level of packet loss evident in the TBB graphs is unacceptable as is the 10Mbps drop in line speed since it started. I'm only at home intermittently over the summer and speed isn't much of an issue but dropping entirely as it does for short periods is poor.
The good news is I have the option of cable. The bad news is that was poor enough for me to ditch it in favour of FTTC.
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

No response as yet to ticket.
Power cycled everything this afternoon on the off-chance it may clear this up. It didn't.
Router log showing multiple session drops...
Jan  1 00:00:51 PPPoE: Connected to ISP
May 20 14:56:34 PPPoE: Disconnected
May 20 14:57:01 PPPoE: Connected to ISP
May 20 16:17:35 PPPoE: Disconnected
May 20 16:17:52 PPPoE: Connected to ISP
May 20 17:45:56 PPPoE: Disconnected
May 20 17:46:13 PPPoE: Connected to ISP
May 20 18:24:54 PPPoE: Disconnected
May 20 18:25:11 PPPoE: Connected to ISP
In fact it's far worse than that as the packet loss is causing umpteen time-outs. My phone is VOIP and that dropped 5 times in the course of a half hour period during a call that would have been done and dusted in half that time without the problem.
catelliott
Grafter
Posts: 242
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Registered: ‎05-02-2015

Re: Packet loss

Hello there digitalham Smiley
I can see that you raised a fault to us yesterday, but it can take up to 72 hours for the Faults team to complete their testing. Someone from the team should be in touch by Friday with further information.
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

There isn't a lot to test. It's as plain as the nose on your face that there must be a line fault. Do you mean it takes them 3 days to get around to looking at the ticket?
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

As I suspected nothing has been done. The response I just got suggests I'm reporting a phone fault as I'm required to disconnecrt everything apart from a phone to see if the fault is fixed. I hardly think disconnecting the BT modem is going to help my internet.
I've responded to the ticket asking if I'll need to be at home for the engineer as I probably will be away again by the time a visit can be arranged as your procedure has wasted 3 days already.
I am very disappointed with this. I looks like I'll either have to put up with shoddy internet until I'm back home on a more permanent basis or bite the bullet and bin your service early and return to cable.
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

DLM has now reduced line speed to 52Mbps. Quite a drop from the 74Mbps it was last week.
If that or further reductions stop the packet loss and drop outs I can live with that and will just cancel and go back to cable once my minimum term is up.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Packet loss

If it's a phone line fault, that needs to be reported/fixed first before your broadband issue is resolved.
Is your phone service with Plusnet?
Community Gaffer
Community Gaffer
Posts: 17,674
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Registered: ‎05-04-2007

Re: Packet loss

Quote from: digitalham
As I suspected nothing has been done. The response I just got suggests I'm reporting a phone fault as I'm required to disconnecrt everything apart from a phone to see if the fault is fixed. I hardly think disconnecting the BT modem is going to help my internet.

That's because the testing on your line identified a potential issue with the phone line. Is there any noise at all on the line? I can see you've updated the faults ticket and our team will get back on to that asap.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

There is nothing I'd call especially unusual or loud but it isn't 100% silent. I haven't used a landline phone for many years now so I don't know what sort of standard to expect or indeed how quiet the handset I've plugged in is as it's an amplified speakerphone, My main phone setup is DECT which also isn't 100% silent so there's little point testing with that either.
The latest line management activity dropping the speed to 52Mbps now from the original 74Mbps before the fault appeared seems to have brought the reconnects and packet loss down unless it's just a coincidence...

The problem I have is that during the summer I'm only home about one week in four and the time taken for Plusnet to accept that there is a line fault has eaten my current stay at home away to the point I doubt there can be an Openreach appointment in the time remaining before I go away again.
I have a number of things running 24x7 at home meaning I still need the internet and when I'm home I need the phone which is VOIP and obviously that doesn't work well with all that packet loss.
The SamKnows speedtests are all over the place so it's hard to be sure just when that latest profile change was applied...


Date                                   speed  min      max
16th May, 2015  00:00   72.55   72.55   72.55   1
16th May, 2015  06:00   72.55   72.55   72.55   1
16th May, 2015  12:00   70.29   70.29   70.29   1
16th May, 2015  18:00   56.49   56.49   56.49   1
16th May, 2015  20:00   64.76   64.76   64.76   1
16th May, 2015  22:00   45.42   45.42   45.42   1
17th May, 2015  00:00   64.44   64.44   64.44   1
17th May, 2015  06:00   68.26   68.26   68.26   1
17th May, 2015  12:00   68.11   68.11   68.11   1
17th May, 2015  18:00   63.93   63.93   63.93   1
17th May, 2015  20:00   65.69   65.69   65.69   1
17th May, 2015  22:00   64.96   64.96   64.96   1
18th May, 2015  00:00   67.09   67.09   67.09   1
18th May, 2015  06:00   67.22   67.22   67.22   1
18th May, 2015  12:00   59.70   59.70   59.70   1
18th May, 2015  18:00   60.46   60.46   60.46   1
18th May, 2015  20:00   49.47   49.47   49.47   1
18th May, 2015  22:00   64.48   64.48   64.48   1
19th May, 2015  00:00   46.36   46.36   46.36   1
19th May, 2015  06:00   56.66   56.66   56.66   1
19th May, 2015  12:00   57.37   57.37   57.37   1
19th May, 2015  18:00   57.14   57.14   57.14   1
19th May, 2015  22:00   52.96   52.96   52.96   1
20th May, 2015  00:00   54.47   54.47   54.47   1
20th May, 2015  06:00   54.47   54.47   54.47   1
20th May, 2015  12:00   55.67   55.67   55.67   1
20th May, 2015  18:00   54.47   54.47   54.47   1
20th May, 2015  20:00   54.47   54.47   54.47   1
20th May, 2015  22:00   54.40   54.40   54.40   1
21st May, 2015  00:00   55.73   55.73   55.73   1
21st May, 2015  06:00   50.11   50.11   50.11   1
21st May, 2015  12:00   50.16   50.16   50.16   1
21st May, 2015  18:00   48.03   48.03   48.03   1
21st May, 2015  20:00   50.16   50.16   50.16   1
21st May, 2015  22:00   50.16   50.16   50.16   1
22nd May, 2015  00:00   50.16   50.16   50.16   1
22nd May, 2015  06:00   50.10   50.10   50.10   1    

digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

Still no response from faults team.
Profile now down to 42Mbps according to the BT tester and it recommends raising a fault. I have added this info to the ticket.

FAQ
Results Image not loaded


1. Best Effort Test:  -provides background information.

Download Speed
39.93 Mbps
 
0 Mbps 42.59 Mbps
Max Achievable Speed

Download speedachieved during the test was - 39.93 Mbps
For your connection, the acceptable range of speedsis  40 Mbps-42.59 Mbps .
Additional Information:
IP Profile for your line is - 42.59 Mbps
2. Upstream Test:  -provides background information.

Upload Speed
2.52 Mbps
 
0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 2.52Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
The failure to respond with anything useful since I first reported this on 19th is very poor. Perhaps Plusnet should be spending less on TV adverts and more on support staff?


digitalham
Rising Star
Posts: 97
Fixes: 1
Registered: ‎04-12-2013

Re: Packet loss

Call from faults team.  Bad joint suspected. They have passed fault on to OR. Caller doesn't think I'll need to be here for them to get it fixed which is just as well.
It seems more stable on the new lower profile suggesting the technology is quite resilient if it can deliver 40Mbps despite a line fault.