Poor connectivity since package upgrade

[#1]

Hi Plusnet,

As an IPv6 trialist I've already raised this issue here but as Harry hasn't been online in a while (last logged in nearly a week ago) I thought I'd better raise the problem in this forum, not least as I do not believe it is an IPv6-related issue anyway.

The full details are in the linked thread but to summarise: I was on the 40/20 package and getting around 38/18 speeds consistently without issue. On 8th July I was upgraded to the 80/20 package and have had occasional connectivity issues since. The problem manifests itself as virtually zero upload speeds which, in turn, also has a knock-on effect to the download. When everything is running fine I get around 65/18 but when it's not working I get a variable download of 25-55 and upload pretty much zero.

Can you assist with working out what the problem is? I can provide speedtest results, SamKnows logs etc as required (I have included some on the linked thread).

I am very keen to get to the bottom of this as I rely on my Internet connectivity 24/7. Moreover, I have not had any problems whatsoever since moving to fibre 18 months ago and so to have several days of virtually non-existent connectivity since the package upgrade last week has left me rather aggrieved as I'm sure you can appreciate!

Many thanks,

Mathew

[#2]

I can't go the whole weekend like this so in case it helps you work out what the problem is I have just disconnected and reconnected the PPP session and speeds are now back to normal (67/18 ) and, for what it's worth (maybe nothing?), I am still connected to the same gateway (ptw-bng01).

[#3]

@MJN

Every gateway has multiple machines each with a unique IP address. To see the IP address of the machine in the gateway that you are connected through, run the gateway checker with the debug option as this URL does http://users.plus.net/@gateway_custom?debug-ip=yes

Performance can vary on the same gateway by being routed through a different IP address.

[#4]

Would that be useful to PN staff? I can keep a log of which address I am connecting through if this would help.

[#5]

Just restarted the router and we're back to no upload capacity at all (and consequently reduced download too):

$ Apps/speedtest-cli
Retrieving speedtest.net configuration...
Retrieving speedtest.net server list...
Testing from PlusNet (81.174.168.158)...
Selecting best server based on latency...
Hosted by Vodafone UK (Newbury) [57.52 km]: 21.37 ms
Testing download speed........................................
Download: 25.32 Mbit/s
Testing upload speed..................................................
Upload: 0.00 Mbit/s

In case it matters, here is the gateway info:

Custom diagnostic check on IP 81.174.168.158

Array
(
    [1] =>  7  195.99.126.139 (195.99.126.139)  14.630 ms
    [2] =>  8  irb.10.central10.ptw-bng01.plus.net (84.93.249.3)  5.404 ms
    [3] =>  9  ipv6test15.plus.com (81.174.168.158)  16.269 ms
)

You are currently connected to gateway ptw-bng01.

This is located in Telehouse West.

[#6]

---

@MJN wrote:

Would that be useful to PN staff? I can keep a log of which address I am connecting through if this would help.

---

Hi @MJN

Yes it would be helpful to log the gateway IP address with the gateway details. I track mine for those occasions when I have issues for just that purpose. Better to give more detail and it is easy to get that info up front.

You may want to remove your IP address from the gateway debug output though. 

[#7]

I run various publicly-accessible services on this address (hence the desire to actually keep it working!) and so don't mind the exposure.

[#8]

Could someone from Plusnet help me out with this issue?

[#9]

It is disappointing that Plusnet never did respond to my plea for help however I am pleased to report that I have had well over a month now of consistently high speeds (~70Mbps down, ~18Mbps up) being measured every 30 mins and so whatever the issue appears to have gone.