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Terrible Broadband speed and customer service

stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Terrible Broadband speed and customer service

I am having terrible trouble with my broadband and even less luck getting through to technical support.

Occasionally I get 38Mbps download and 9Mbps upload, which is what I signed up for. However, during peak times this falls to less than 1Mbps down and 5Mbps up with a latency of around 400ms. 

 

I have done a path ping from both wired and wireless devices and experienced the same problem!

C:\Users\steve>pathping www.google.co.uk

Tracing route to www.google.co.uk [216.58.210.35]
over a maximum of 30 hops:
0 DESKTOP-MT63BN3.lan [192.168.1.68]
1 PNHUB1 [192.168.1.254]
2 410.xe-2-2-0.central10.psb-bng04.plus.net [84.93.253.120]
3 411.be8.psb-ir02.plus.net [84.93.253.127]
4 195.99.125.138
5 peer8-et-3-1-2.telehouse.ukcore.bt.net [109.159.252.232]
6 109.159.253.191
7 * * *
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-MT63BN3.lan [192.168.1.68]
0/ 100 = 0% |
1 2ms 0/ 100 = 0% 0/ 100 = 0% PNHUB1 [192.168.1.254]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 410.xe-2-2-0.central10.psb-bng04.plus.net [84.93.253.120]
0/ 100 = 0% |
3 23ms 0/ 100 = 0% 0/ 100 = 0% 411.be8.psb-ir02.plus.net [84.93.253.127]
0/ 100 = 0% |
4 26ms 0/ 100 = 0% 0/ 100 = 0% 195.99.125.138
0/ 100 = 0% |
5 31ms 0/ 100 = 0% 0/ 100 = 0% peer8-et-3-1-2.telehouse.ukcore.bt.net [109.159.252.232]
0/ 100 = 0% |
6 29ms 0/ 100 = 0% 0/ 100 = 0% 109.159.253.191

 

I am getting anywhere between 90% and 100% packet loss at times! I have tried the obvious of restarting the router, and making sure the cable are a snug fit. I need help to resolve this, as it has been ongoing now for about 2 weeks.

16 REPLIES 16
dvorak
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Re: Terrible Broadband speed and customer service

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HarryB
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Re: Terrible Broadband speed and customer service

Hi @stevetuk,

 

The last hop on that pingpath seems to show 0 packet loss and other hops in the chain are largely irrelevant when they show packet loss, so I wouldn't say the pingpath shows us anything concerning here.

 

I understand you have an open fault report on the account, so I'll make sure that's in hand with our suppliers and provide an update via your account shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: Terrible Broadband speed and customer service

I am not so sure the hops in the path are irrelevant, you should take a look at the image upload which shows the latency I am experiencing along with the poor download and upload speeds. It would appear one of your colleagues has confirmed there is a device overheating in the exchange due to oversubscription. I suggest you look at the pathping again and tell me if the latency is or is not a significant issue.

 

Here you go!

https://blog.paessler.com/what-you-need-to-know-about-traceroute

 

HarryB
Community Gaffer
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Re: Terrible Broadband speed and customer service

The link you've provided does point out that some of the hops aren't providing a response on their tracert example and it also explain

" the hops that return asterisks and a "Request timed out" message (hops 12, 13, and 14) might seem like cause for alarm, but this is not necessarily the case: as long as the traceroute completes correctly (as it did in this case), then the destination device was reached. The asterisks simply indicate that some devices along the way were not configured to provide a reply. "

 

Hops part way through the journey not providing a response (i.e 100% packet loss) aren't necessarily a problem providing the final destination was reached. It just means certain devices along the route the connection took aren't configured to respond to ping requests but still forward the connection on to the next device.

 

Having said this, you are correct that there's a "hot VLAN" which could cause the peak time performance issues and this is exactly what I was raising with our suppliers off the back of my previous response, but this doesn't relate to the tracert/pingpath you've provided.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: Terrible Broadband speed and customer service

Oh sorry, pasted the wrong pathping. Have a look at this one! What do you think of the latency? Also "hot VLAN" ....come on, why makeup terminology? So what you are really saying is, capacity issues as a result of congestion? or oversubscription? this is clear obfuscation! where does this leave me from a contractual point of view, as it is unusable!

 

C:Userssteve.tatlow>pathping www.google.co.uk

Tracing route to www.google.co.uk [216.58.210.35]
over a maximum of 30 hops:
0 LAPTOP-PHQ3T2BC.toranet.local [192.168.1.64]
1 dsldevice.lan [192.168.1.254]
2 410.xe-2-2-0.central10.psb-bng04.plus.net [84.93.253.120]
3 411.be8.psb-ir02.plus.net [84.93.253.127]
4 195.99.125.138
5 peer8-et-3-1-2.telehouse.ukcore.bt.net [109.159.252.232]
6 109.159.253.191
7 * * *
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LAPTOP-PHQ3T2BC.toranet.local [192.168.1.64]
0/ 100 = 0% |
1 2ms 0/ 100 = 0% 0/ 100 = 0% dsldevice.lan [192.168.1.254]
0/ 100 = 0% |
2 --- 100/ 100 =100% 100/ 100 =100% 410.xe-2-2-0.central10.psb-bng04.plus.net [84.93.253.120]
0/ 100 = 0% |
3 216ms 2/ 100 = 2% 2/ 100 = 2% 411.be8.psb-ir02.plus.net [84.93.253.127]
0/ 100 = 0% |
4 213ms 1/ 100 = 1% 1/ 100 = 1% 195.99.125.138
0/ 100 = 0% |
5 211ms 3/ 100 = 3% 3/ 100 = 3% peer8-et-3-1-2.telehouse.ukcore.bt.net [109.159.252.232]
0/ 100 = 0% |
6 216ms 0/ 100 = 0% 0/ 100 = 0% 109.159.253.191

adamwalker
Plusnet Help Team
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Re: Terrible Broadband speed and customer service

Hi there,  VLANs are definitely real, a "hot VLAN" is a term for one that's running at capacity. 

 

When that's relevant we raise it with our suppliers as per what Harry's done so we're just waiting for them to update us about this now. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: Terrible Broadband speed and customer service

I know what a VLAN is I was referring to the term hot! How long is this going to take to resolve?
wickyb
Dabbler
Posts: 19
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Registered: ‎24-09-2018

Re: Terrible Broadband speed and customer service

Hello - me too. Is this why my fibre connection grinds to a halt during peak times?

stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: Terrible Broadband speed and customer service

Yes, I suspect so. Have you been in touch with the support team? 

MatthewWheeler
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Terrible Broadband speed and customer service

@stevetuk I've chased this with our suppliers and they've advised that the issue should be resolved on Friday. Apologies for the inconvenience caused

 

@wickyb I've tested your line and there's no issues reported for the VLAN you're on. If your speeds are dropping at peak times can you carry out a speedtest here over a wired connection. Once the initial result is completed please click Further Diagnostics. Please type in your phone number and click run diagnostic test. This will run a test and send the results to the server for investigation

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
wickyb
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Registered: ‎24-09-2018

Re: Terrible Broadband speed and customer service

@MatthewWheeler - Thanks for the reply.  The problem has not repeated itself since Friday evening.  I will hold onto your link and carry out the steps if it happens again (fingers crossed no need for it tho!)

Gandalf
Plusnet Help Team
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Re: Terrible Broadband speed and customer service

Fingers crossed the issue doesn't come back.

Let us know if you do need any further assistance though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
stevetuk
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: Terrible Broadband speed and customer service

I was still getting poor speeds last night. Can you please tell me if this has been resolved?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,162
Thanks: 1,047
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Registered: ‎01-01-2012

Re: Terrible Broadband speed and customer service

Sorry to hear that.

Our tests are still highlighting a issue but the team we need to speak to regarding this aren't in over the weekend.

We'll update you as soon as we know more

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team