Slow browsing and packet loss

[#1]

Over the weekend my Plusnet connection seems to have deteriorated.

Whilst the sync speed remains stable at 39998Kbps, I'm experiencing sporadic slow web browsing to sites such as ebay.co.uk, Amazon and Sky.

I'm also unable to download any programs to my Sky box.

Thinking that it was a DNS related issue with Cloudflare, I tried switching to Google (8.8.8.8) and OpenDNS (208.67.222.222), but I got the same results.

I have rebooted the router, but the problem persists.

I now believe that this could be some kind of routing issue with Plusnet.

Is anyone else experiencing similar problems, can Plusnet support comment on my issue please.

[Sample traceroute]

Tracing route to ebay.co.uk [66.135.195.175]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     9 ms     9 ms     9 ms  136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
  5     9 ms     9 ms     9 ms  195.99.125.134
  6    18 ms     9 ms    12 ms  peer7-et-0-0-5.telehouse.ukcore.bt.net [109.159.252.184]
  7    41 ms    25 ms    26 ms  166-49-128-32.eu.bt.net [166.49.128.32]
  8     *        *        *     Request timed out.
  9   134 ms   138 ms   157 ms  xe-2-2-1-slc1-bcr1.bb.ebay.com [216.113.190.145]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.

[#2]

Hi @TCP443,

I have checked your connection and everything seems to be fine apart from yesterday's 3 disconnections that we can see from this end. Were these disconnections a result of you disconnecting the router?

Could you also please run a traceroute to pingbox1.thinkbroadband.com via a device that's connected to the router with an Ethernet cable and paste the results here?

[#3]

Hello

Yes that was me disconnecting so I could be assigned a different IP address.

I phoned your support twice today and they reset my line but they were puzzled because the IP address always remains the same. I'm not on static.

[Trace Route from PC]

Tracing route to pingbox1.thinkbroadband.com [80.249.99.164]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     9 ms     9 ms     9 ms  136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
  5     8 ms     9 ms     9 ms  195.99.125.134
  6    12 ms    12 ms     9 ms  peer8-et-7-0-5.telehouse.ukcore.bt.net [62.172.103.178]
  7     *        *        *     Request timed out.
  8     8 ms     8 ms     9 ms  po4-31.core-rs2.thdo.ncuk.net [80.249.97.85]
  9     9 ms     8 ms     9 ms  pingbox1.thinkbroadband.com [80.249.99.164]

Trace complete.

[Trace Route from Router WAN interface]

traceroute to 80.249.99.164, 30 hops max through WAN1 protocol ICMP
  1 Request timed out.     *
  2 Request timed out.     *
Trace complete.

[#4 · Accepted solution]

Thanks for getting back to us @TCP443

Due to the nature of the way our networks set up rebooting the router won't necessarily give you a different IP address.

The traceroute's you've provided aren't showing any obvious cause as some servers won't respond to ping requests for security reasons.

I've temporarily given you a static IP address to see if this helps. If you reboot your router at the earliest convenience this should assign it to you.

Can you let us know how you get on?

[#5]

Hello Matthew

Can confirm that the IP has now changed and the connection has certainly improved so far.

Well let you know how it goes.

thank you.