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Five months.....

Townman
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Five months.....

A new ISP is not likely to remedy this issue. It very much looks like an environmental issue or a line quality problem increasing susceptibility to RFI.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

SteveA
Pro
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Registered: ‎17-06-2007

Re: Five months.....

Cable would fix it - not that I really want to give them my business but.....

ejs
Aspiring Hero
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Registered: ‎10-06-2010

Re: Five months.....

A new ISP would probably provide a different modem/router, which might cope with the problem better.

SteveA
Pro
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Re: Five months.....

Another engineer visit - another set of tests run. Nothing wrong with the line - not showing any CRC errors during his tests. Resistive balance perfect. 

Line shows syncing at 51Mbps at 99% on their kit (router is connected at 45013 with a max data rate of 46972 and a noise margin of 4.9).

Knew it would be a waste of time.....

 

He did say however that their tests only go back to the frame in the exchange where the feeds from the various ISPs are... I think he was suggesting that the problem might lie between the frame and whatever kit PN are running in the exchange....

 

jab1
Legend
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Re: Five months.....

@SteveA Plusnet do not run any 'kit' in the exchange - or anywhere else - all their traffic is over the BT network.

John
SteveA
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Re: Five months.....

OK so in that case he'd be saying that the problem may lie between the frame and the BT ISP kit in the exchange. I guess.

Either that or its just BTOR trying to wiggle out of things....

SteveA
Pro
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Re: Five months.....

I think he was basically saying that physically the line is as solid as it will get - he said that they could possibly do a complete rebuild of the line going for junction to junction but that the line stats really suggested that there was no point in doing it.  That the problem lies in the digital side of things. 

The downstream Noise Margin is all over the place but the line is holding solid and the NM changes do no coincide with the packet loss at all. Right now the NM is 4.7 on the down with very slight wobbles (0.1 in each direction) - and its been like that for a couple of days - even when I had 3% packet loss and latency spiking to 130ms (average went up to over 30 for an hour)

ejs
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Re: Five months.....

Can you get error counts with RouterStatsHub?

Have you considered getting your own modem/router than can provide far more comprehensive stats to the DSLstats program?

SteveA
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Re: Five months.....

PN have been very good at providing stats  - there is a correlation between packet loss / IPTV signal break up and errors on the line :

 

Polling Time Code Violation Count (Upstream) Code Violation Count (Downstream) Errored seconds (Upstream) Errored seconds (Downstream)
17/07/2017 16:30 3 0 2 0
17/07/2017 16:45 4 0 3 0
17/07/2017 17:00 2 0 2 0
17/07/2017 17:15 1 0 1 0
17/07/2017 17:30 0 25 0 9
17/07/2017 17:45 2 99 2 52
17/07/2017 18:00 0 841 0 288
17/07/2017 18:15 8 0 1 8
17/07/2017 18:30 0 0 0 0
17/07/2017 18:45 2 0 2 0
17/07/2017 19:15 1 0 1 0
17/07/2017 19:30 0 1 0 1
17/07/2017 19:45 11 5 22 2
17/07/2017 20:00 3 1 2 1
17/07/2017 20:15 0 139 0 23
17/07/2017 20:30 2 67 2 12
17/07/2017 20:45 1 253 1 47
17/07/2017 21:00 2 0 1 0
17/07/2017 21:15 0 14 0 2
17/07/2017 21:30 11 248 5 62
17/07/2017 21:45 14 105 3 18
17/07/2017 22:00 0 60 0 8
17/07/2017 22:15 0 0 0 0
17/07/2017 22:30 0 0 0 0
17/07/2017 22:45 0 0 0 0
17/07/2017 23:00 2 0 1 0
17/07/2017 23:15 0 0 0 0
17/07/2017 23:30 1 0 1 0
17/07/2017 23:45 0 0 0 0

 

But all BTOR are interested in is the physical state of the line....

 

ejs
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Re: Five months.....


@SteveA wrote:
But all BTOR are interested in is the physical state of the line....

Of course they are - because that's what Openreach are responsible for. Openreach are not responsible for anything and everything that might be causing interference to the broadband, they do sometimes do REIN investigations, but as a goodwill gesture rather than something that they have to do. And then even if Openreach do a REIN investigation and find a source of the interference, they can't compel the owner to do anything about it.

SteveA
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Re: Five months.....

And all PN do each time is send a BTOR engineer to check the line...... PN have the error stats but no-one seems to actually want to do any investigation. It would be interesting to know if other customers (of PN or BT etc) on the same cab are having problems - because that might help narrow things down.. I know that PN can't do that but someone somewhere should be able to see that information.

It seems to me that no-one wants to take responsibility for the data issues I'm having - and I'm pretty sick and fed up of PN and BTOR basically kicking the ticket round and not actually progressing it.

SteveA
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Re: Five months.....

So two weeks after the last BTOR visit I'm still waiting for PN to decide what to do next......   Apparently its' sitting with their TV team..

SteveA
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Re: Five months.....

@Gandalf

 

This is now gone beyond ridiculous and has turned into a farce..

 

Latest reply from PN is:

 

Thank you for getting in touch,

I'm sorry to hear about the issues you've had with your youview service.

Below is a list of checks to help get this problem resolved:

Before progressing with any diagnostics, we need to ensure that your YouView set top box and TV are on, and that the router is connected to the internet.

You should also ensure of the following:

1) The YouView set top box is one which was provided by ourselves
2) You are only attempting to use a single YouView set top box
3) You are using the YouView service at the same address as your Plusnet broadband service.
4) You are connecting your set top box to your router via either an ethernet cable or a Powerline adapter purchased from ourselves (as not all others can handle multicasting).
5) You are using the router provided to you by us (as not all others can handle multicasting).


If all of these preliminary checks have been done and the problem persists, you should first attempt a factory reset of your router.

1) Press a paperclip or pointed object into the Reset pinhole on the back of your Hub for 20 seconds.
2) When the light on the front of your Hub turns green, release the Reset button.3)
When the light on the front of your Hub turns blue, your Hub is now restored to factory settings.

You must now perform a software update, which is done within the YouView box's menu.

1) Click the youview button
2) then click settings
3) then device management
4) then click software update and wait for it to complete

You must now check for an on demand player update, which is done within the same section of the menu as the software update.

If all of these steps do not resolve your issue, the final step is to factory reset your youview box please do the following

1) Click the youview button
2) then click settings
3) then device management
4) then click Reset youview box

If the issue is still prevalent after all of these steps, please let us know so we may raise an engineer.

 

All of this has been done over the past 6 months.

What will updating the On Demand services do to fix a problem with IPTV streaming?

BTOR say there is NO use in sending another engineer...

 

All I can assume is that the CSC rep has NOT read the ticket and that despite ALL the promises made by PN this ticket hasn't been handed over to someone who knows the TV service...

 

This is useless.

SteveA
Pro
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Re: Five months.....

Having gone through the Yukon Data provided by PN and all the logs I have from Routerstats relating to Noise Margins there is NO correlation between error seconds (which tie in with IPTV problems where I can remember them) and the Noise Margin levels.

 

Is it possible that this is a digital hardware problem back at the exchange and that the packet loss / errors are actually happening there?

ejs
Aspiring Hero
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Registered: ‎10-06-2010

Re: Five months.....

I think that is very unlikely.

I think it's much more likely the Errored Seconds are being caused by bursts of noise that have such a short duration that they won't really show up on monitoring the SNRM.

The Errored Seconds are detected on the VDSL2 link between your modem and the FTTC cabinet.