Unable to investigate latency of up to 100ms?

[#1]

Absolutely right - it's change that's been noticed (though the OP was actually about PN's non-existent "policy" of not investigating until latency hits 100ms). 

Also, yes indeed, line rate is not reported correctly. Whether this is my router or a more generic issue is unknown.

Having said all of that, at 08:30 the sync speed finally nose-dived (just as it did before in November December last year) to 15 mbps. If the same pattern is repeated, I will now undergo a 6 week period with 15 mbps (yes, you saw that correctly), have 3 BT OR engineer visits all of whom report that there are no issues on the line and that it's PN's problem, PN will report that it's BT's problem, and after 6 weeks, the problem will spontaneously correct itself. 

It is interesting that prior to PN, I was on BT Infinity 2 and had no such problems over a (I think) 3 year period. of course, it is feasible that BT made a change at roughly the time I moved to PN.

[#2]

There is no specific limit on latency when we'll investigate, however what's acceptable to one person may not be to another.

If the latency has increased, it's normally related to a change in line characteristics or similar.

As the sync has dropped, we cannot reset this remotely so it would require a fault reporting and an engineer visit most likely.

[#3]

Hi Chris, thanks for the reply. Yes, the sync speed has indeed taken a node-dive. (about 20 to 25% of where it should be). When I get home from work, I'll log it as a new incident. 

[#4]

Let us know when you've done so and we'll get this picked up

[#5]

Good man - will do. Thanks very much. 

EDIT: Actually, I assume you're a man (from the avatar) but that was rather presumptuous - no offensive was intended!

[#6]

You are correct and absolutely no offence taken!

[#7]

Well, I started the process by bouncing the router and it actually went back up to 52 mpbs, so I elected not to log an incident and instead see how it progressed for the next 24 hours. Latest graph this time from the beginning of the month.

A clear downward trend...

[#8]

Thanks for the graph. Let us know how this goes over the next day or so.

[#9]

Unfortunately 4 hours after my previous post, it was back down to 15, then up to 38 (where it is now). Call logged: 150784404. Apparently, a wiring problem between the house and cab has been detected. I would jump for joy except this is exactly what happened in November. 6 weeks later and 3 days off work later it was fixed. I do hope I don't have the same caper this time. (Actually, I can't have the same caper this time as I will have to start stealing days from my summer holidays which won't be good!).

[#10]

Hi @mossywell, the fault report is still open with our suppliers and the notes suggest they're still looking in to this matter so hopefully a more permanent resolution is still to come.

Once we receive further updates from our suppliers, our faults team should be in touch via the ticket on your account.

[#11]

Hi Harry, thanks very much for the update. Looking forward to hearing BT's input.

[#12]

It looks like an engineer has been assigned to the fault today.

Fingers crossed they find something and it's a quick fix.

[#13]

Hi Gandalf, thanks for the update. I have things crossed I did know existed.

[#14]

It looks like our suppliers cleared a underground fault on Saturday.

Are you still seeing issues?

[#15]

Hi Matthew, thanks for the update. Looks like it actually improved at 2:45pm on Friday! (Maybe they didn't update the call until Saturday?) The latency is still around 25ms (interleaved) though (normally 7ms fastpath) - which I suspect it's stuck on until BTW reset it (which I doubt they'll do unless asked)?