Video buffering slow internet and lost network packages

[#1]

Hello all, I hope you can point me in the right direction.


I have had an ongoing problem with my plusnet fibre broadband. I used to be on a lower package (36 Mb), so upgraded to a faster package (66 Mb). I have also bought an decent wireless access point for my wifi devices. My internal network is quick for file transfers.


Each time I call customer services they test the line and say I am getting the advertised speeds and say there is no fault with the line. I do notice when I test the speeds myself, it jumps to 60s Mb then last few seconds drops to 17 Mb. This is consistent.


I am using a desktop computer connected to the plusnet router for these tests.


I was having trouble uploading files to back-up onto the "cloud". During my troubleshooting, it was apparent I was losing packets to their server (7% loss). This prompted me to investigate further.


I did the following command to test my connection to the plusnet router

ping dsldevice.lan -t -l 1000

Packets: Sent = 286, Received = 286, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 20ms, Average = 3ms

Results in no packet loss, telling me my internal network transfers packages without loss.

Next, I try to reach outside websites, and this is where the packet loss begins.


Google

Ping google.com -t -l 1000

Ping statistics for 172.217.169.14:
    Packets: Sent = 58, Received = 53, Lost = 5 (8% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 26ms, Average = 14ms


BT

Ping bt.com -t -l 1000

Ping statistics for 68.142.68.29:
    Packets: Sent = 95, Received = 90, Lost = 5 (5% loss),
Approximate round trip times in milli-seconds:
    Minimum = 13ms, Maximum = 27ms, Average = 13ms    Minimum = 12ms, Maximum = 26ms, Average = 14ms



The above examples show I am losing packets outside my network 8%, 5% respectively. I have tried this at different times of the day too.


What am I missing here? This seems to be the fault of the external network. I am not sure what else I can do to resolve this. I have called on many occasions with no resolution.


Many thanks

[#2]

Welcome to the forums, @ah6442 . The 'jump' is to be expected, the 'drop' I wonder about. What service are you using to carry out these tests?

Plusnet staff - the Help Team - will no doubt pick this up, possibly next week now, but if you want help in the mean time, screenshots of the results from  BT Broadband (hiding your phone number), BTW Performance Tester - the 'Advanced Diagnostics' page, and a shot of your Hubs Help Desk page - obscuring personal details, would possibly give Community members a chance to make suggestions.

Where are these losses occurring - the full output would be useful, if that test produces a log? 

BTW - this should be on the Fibre board - I will ask the mods to move it.

[#3]

Thank you John for jumping in with these suggestions. I appreciate this because it should help move things along quicker.

Tools: I am using Windows 10 command prompt with command:

ping domain -t -l 1000

Ping statistics for 151.101.0.81:
    Packets: Sent = 95, Received = 93, Lost = 2 (2% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 20ms, Average = 13ms

I have also used WinMTR tool to check for dropped packets. For example, I have tested with plus.net and bbc domains:

I am not sure if lost packets are normal and whether this is the problem. I am trying to work out why file uploads (back up) sometimes fail (esp larger files, e.g. 145 MB) and I get a lot of video buffering. The upload and download speed there are the best I get, I will keep trying and post results.

All test completed on a PC attached directly to plusnet router via Cat5e cable.

[#4]

@ah6442 Those WinMTR shots show lost packets at a number of hops - most likely because they are set not to respond to pings so they can get on with the job they are designed to do - this is perfectly normal.

From the BTW speed test, I have a couple of comments (1) Your ping time is 'rather' high - I would expect something in lower double figures, and (2) your upload is slower than I would expect, also.

Your Hubs Help Desk page may reveal more.

[#5]

Good morning @ah6442

I've not been able to find your Plusnet account through your Community Profile to run some tests on the line so I'll hang fire on any suggestions for now, but please feel free to send me a PM with the username and I'll have a look.

I'll second @jab1 's comment though, in that your Helpdesk page from your router will provide further info, just make sure you remove your account username that'll be on there.

[#6]

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.