Terrible Broadband speed and customer service
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- Re: Terrible Broadband speed and customer service
Terrible Broadband speed and customer service
26-09-2018 10:12 PM - edited 26-09-2018 10:17 PM
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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.
Re: Terrible Broadband speed and customer service
27-09-2018 7:29 PM
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released from spam filter.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Terrible Broadband speed and customer service
28-09-2018 12:21 PM
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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.
Re: Terrible Broadband speed and customer service
28-09-2018 12:35 PM
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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
Re: Terrible Broadband speed and customer service
28-09-2018 2:07 PM
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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.
Re: Terrible Broadband speed and customer service
28-09-2018 2:36 PM
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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
Re: Terrible Broadband speed and customer service
29-09-2018 11:18 AM
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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.
Re: Terrible Broadband speed and customer service
29-09-2018 11:55 AM
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Re: Terrible Broadband speed and customer service
29-09-2018 6:02 PM
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Hello - me too. Is this why my fibre connection grinds to a halt during peak times?
Re: Terrible Broadband speed and customer service
01-10-2018 9:15 AM
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Yes, I suspect so. Have you been in touch with the support team?
Re: Terrible Broadband speed and customer service
02-10-2018 9:38 AM
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@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
Re: Terrible Broadband speed and customer service
02-10-2018 11:03 AM
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@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!)
Re: Terrible Broadband speed and customer service
02-10-2018 6:20 PM
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Re: Terrible Broadband speed and customer service
06-10-2018 10:54 AM
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I was still getting poor speeds last night. Can you please tell me if this has been resolved?
Re: Terrible Broadband speed and customer service
07-10-2018 10:02 AM
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