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136185240 - no response after 3+ days

Community Veteran
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Registered: ‎24-10-2013

136185240 - no response after 3+ days

136185240 raised on Monday 17th Oct.
not even looked at yet by the "support" team... certainly doing us all proud!

I'm sure the usual PN stooges will pop their head and and offer the same luke warm apologies that they always offer.

30 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: 136185240 - no response after 3+ days

At the moment responses to fault tickets are unfortunately still up to 5 working days.

 

Are you still experiencing packet loss now?

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
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Re: 136185240 - no response after 3+ days

every time it goes to that specific gateway, yes.
a rock solid PPP connection that was previously having 60+days connection time has turned into PPP connections that drop every 3/4 days.

playing the gateway lottery is not something i want to do.
Plusnet Help Team
Plusnet Help Team
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Re: 136185240 - no response after 3+ days

Has it happened at all today? Could you post your live BQM if it has.

 

Thanks.

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 Harry Beesley
 Plusnet Help Team
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Re: 136185240 - no response after 3+ days

it's not happened today, but it was at the time of raising the ticket.

PPP dropped yesterday (i think) and the minimum latency jumped from 20 to 40).

 

66fa051c10acdbc9137d22dbaa6e5ddb-20-10-2016

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Re: 136185240 - no response after 3+ days

graph from the 18th showing packet loss then PPP drop to 40mb minimum latency

 

cfcc74a7510b07a0e7598b9828a8b1b3.png

Plusnet Help Team
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Re: 136185240 - no response after 3+ days

Whatever was causing you to see packet loss previously, we believe may have now been resolved. Can you let us know if you see anything from today onwards.

Thanks

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
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Re: 136185240 - no response after 3+ days

so what was causing it previously? when when was it resolved?
as it was still occurring on 18th.
Community Veteran
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Re: 136185240 - no response after 3+ days

so i eventually get a response on my ticket, and to say it's ridiculous is an understatement.
it's clearly that the agent didn't even read the details of the ticket.

@HarryB care to comment?

 

Thank you for your query.

I've tested the line and there's no faults with this service, the connection is very stable, the speed is correct and I can see that the connection is used daily.

If you're having a technical issue please call us and speak to our technical support team, but the issue you're having doesn't need reporting to BT.
Community Veteran
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Re: 136185240 - no response after 3+ days

also note that my upstream now seems to be capped at 888Kbps, whereas previously it was syncing at 1.2Mbps.
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Re: 136185240 - no response after 3+ days

That indicates interleaving has been turned on.

jelv (a.k.a Spoon Whittler)
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Re: 136185240 - no response after 3+ days

which it wasn't before this packet loss problem started, and which i never asked for it to be turned on and was never advised it was turned on.

and guess what... PPP dropped again last night and i'm back on that "problem" gateway and the packet loss is back.

@HarryB still awaiting your comments.

 

44e7f41c84563323b9202d76c1280c08-24-10-2016

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Re: 136185240 - no response after 3+ days

I can't see any significant packet loss on that graph.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Re: 136185240 - no response after 3+ days

you'll notice between 8pm and 10pm the PPP connection dropped and re-connected.
between 2am and 7am you can see packet loss (significant or not it's there).
previous to the PPP drop there was virtually zero packet loss.

this only happens when connected to this specific gateway, which was the problem i reported (and totally ignored by the person who dealt with the ticket).

also, interleaving being enabled has apparently been done by stealth and not requested by me.
i ask that this is removed immediately.
Community Gaffer
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Re: 136185240 - no response after 3+ days

Nor can I see that it was requested by us, it seems to have been put on automatically by DLM. I'll put a request in to change this back.

Can you share a live graph of your packet loss rather than individual screenshots? We'll be able to see when/if packet loss appears then.

What impact is the small amount of packet loss causing for your connection?

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 Chris Parr
 Plusnet Staff