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[d2d4j]

Hi

I apologise for posting in a wrong sub forum but I do not usually start any threads, so apologies and please move into correct sub forum

We had an issue on Friday 22 April, where we went from a normal 70ish down to around 18 or less, with same drop seen on upload from 18 to 5

Mydslwebsyats shows DLM reason 1, remote defect at 0.55am Friday 22 April

Packet loss went very high, circa 70 plus %

Our connected speed remained the same though, at 79999 and 19999, with no difference to ping times

I contacted bt business on Friday, plugged into test socket, new dsl filter, changed router to homehub3 (original supplied but never used), so the setup was bare minimum, no other devices connected apart from 1 computer, all hard wired, and changed the hg612, to a brand new one (so dslstats no longer able to monitor)

We even dropped our static range, a used dynamic IP assigned

Same result, low speeds as above and high packet loss

Service is not usable

Level 2 support in Dundee, remotely came onto PC and ran some tests, then booked an engineer for Monday (today) am slot (kbd was carried out and shown fine - no issues)

The packet loss starts when it leaves our router to next hop

The engineer has already been, said he was not interested in packet loss, only speed (connected speed not throughput speed) and not interested in stability of use (pings shows loss and then pingable etc)

He said it was connected at 80/20, but no dial tone, so has gone away to correct this, not back yet though, so he can perform a copper stress test

I'd appreciate any advice

Many thanks

John

[Dray]

How long has there been no dial tone?

[d2d4j]

Hi dray

Many thanks, and it will have been 2 years plus, but we don't use that phone line

Many thanks

John

[Dray]

2 years with no dialtone? Sounds like you've had a battery fault for a long time. Hopefully fixing the telephone fault will solve your broadband problem too.

[d2d4j]

Hi dray

Many thanks, but there separate,  so have a dial time would not correct issue I don't think, but if it does, I'll be happy

The fttc is connected at 80/20, and has never fluctuated, with lots of overhead spare I believe

I have a feeling this may take time to fully resolve, but it may have been better had I had a more friendlier OR engineer (offered coffee etc...)

I'm not sure if he will return as he said, it's just a feeling so I could be wrong sorry, it was just his attitude as he left

I'd appreciate any advice as to what could be causing the packet loss though, if it's not a wire fault

Many thanks

John

[Starman]

Could this not just be a BT Wholesale issue i.e a wider network issue?

What does a trace route show? pingpath?

[d2d4j]

Hi star man

Many thanks

Pathping shows packet loss between leaving router and next hop (BT), then packet loss along the path

Pings show loss then ping, loss then ping etc, with anywhere between 20 - 80 plus % loss

I'll post some from mobile in a minute or two

Many thanks

John

[d2d4j]

Hi

Sorry, here is a quick ping test to bbc from my mobile (same if from hardwired PC)

PING bbc.co.uk (212.58.244.23)
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
44 bytes from 212.58.244.23 : icmp_seq=9 ttl=50 time=49 ms
Request timeout for icmp_seq 10
Request timeout for icmp_seq 11
Request timeout for icmp_seq 12
Request timeout for icmp_seq 13
Request timeout for icmp_seq 14
Request timeout for icmp_seq 15
Request timeout for icmp_seq 16
Request timeout for icmp_seq 17
44 bytes from 212.58.244.23 : icmp_seq=18 ttl=50 time=49 ms
44 bytes from 212.58.244.23 : icmp_seq=19 ttl=50 time=49 ms
Request timeout for icmp_seq 20
44 bytes from 212.58.244.23 : icmp_seq=21 ttl=50 time=49 ms
Request timeout for icmp_seq 22
Request timeout for icmp_seq 23
44 bytes from 212.58.244.23 : icmp_seq=24 ttl=50 time=50 ms
Request timeout for icmp_seq 25
Request timeout for icmp_seq 26
44 bytes from 212.58.244.23 : icmp_seq=27 ttl=50 time=136 ms
Request timeout for icmp_seq 28
44 bytes from 212.58.244.23 : icmp_seq=29 ttl=50 time=50 ms
Request timeout for icmp_seq 30
Request timeout for icmp_seq 31
Request timeout for icmp_seq 32
Request timeout for icmp_seq 33
Request timeout for icmp_seq 34
Request timeout for icmp_seq 35
Request timeout for icmp_seq 36
Request timeout for icmp_seq 37
Request timeout for icmp_seq 38
--- bbc.co.uk ping statistics ---
40 packets transmitted, 7 packets received, lost 82.5 %

Please be aware the connection at 80/20 is stable

I'll post a trace next

Many thanks

John

[Dray]

So what's between you and the internet that could be the problem?
From your pc:

Ethernet cable?
Router?
Ethernet to Modem cable?
Modem?
Phone cable?
Master Socket?
Phone line?
Cabinet?
Optical Fibre?
Exchange?
Backhaul?
ISP Gateway?
ISP?

You've replaced some of those already

[d2d4j]

Hi

Please see trace to bbc

Many thanks

John

Trace to bbc.co.uk

1) 192.168.1.1 (192.168.1.1) 2.362 ms, 13/13 ps, 0.0% loss
2) host81-139-192-1.in-addr.btopenworld.com (81.139.192.1) 19.724 ms, 11/13 ps, 15.4% loss [AS 2856] United Kingdom
3) 213.120.182.141 (213.120.182.141) 19.174 ms, 11/12 ps, 8.3% loss [AS 2856] United Kingdom
4) 213.120.161.82 (213.120.161.82) 21.916 ms, 10/12 ps, 16.7% loss [AS 2856] United Kingdom
5) 213.120.182.65 (213.120.182.65) 18.348 ms, 9/12 ps, 25.0% loss [AS 2856] United Kingdom
6) 31.55.164.107 (31.55.164.107) 22.317 ms, 10/12 ps, 16.7% loss [AS 2856] United Kingdom
7) 109.159.248.65 (109.159.248.65) 18.936 ms, 10/12 ps, 16.7% loss [AS 2856] United Kingdom
8) core1-te0-3-0-3.ealing.ukcore.bt.net (109.159.248.20) 28.858 ms, 8/11 ps, 27.3% loss [AS 2856] United Kingdom
9) peer2-xe7-0-0.telehouse.ukcore.bt.net (109.159.252.27) 23.607 ms, 9/12 ps, 25.0% loss [AS 2856] United Kingdom
10) 194.74.65.42 (194.74.65.42) 23.450 ms, 10/12 ps, 16.7% loss [AS 2856] United Kingdom
11) * * *
12) ae0.er01.cwwtf.bbc.co.uk (132.185.254.93) 28.798 ms, 10/12 ps, 16.7% loss [AS 2818] United Kingdom
13) 132.185.255.165 (132.185.255.165) 28.158 ms, 11/12 ps, 8.3% loss [AS 2818] United Kingdom
14) 212.58.246.79 (212.58.246.79) 24.785 ms, 12/12 ps, 0.0% loss [AS 2818] United Kingdom

[d2d4j]

Hi dray

Many thanks and it is as follows

PC to router cat5e (fluke tested passed)

Router to dsl filter (new filter, new modem cable)

Dsl filter to test socket

Hope that helps

Many thanks

John

[d2d4j]

Hi

I apologise for my thought of engineer not returning, he's here now and bit more cheerful

Line tested fine (perfect)

Many thanks

John

[d2d4j]

Hi sorry

I missed out the filter to new hg612

I apologise as I was rushing with the OR engineer just arrived

Many thanks

John

[d2d4j]

Hi

Just a quick update, had another engineer here this morning, lovely chap, asked if he was boost, said he was.

He did same tests as last engineer, confirmed all perfect, no issues could be seen on his tests.

Showed him issues still existent, he agreed the issues but could not offer anymore help. I asked about a port reset or port swap, which he said he could do He even spoke with level 2 support from BT and passed me back to level 2 support, who connected remotely to PC, which his screen froze a few times.

He advised sending a third boost engineer for tommorow am slot, so booked it in

Within minutes of call ending, we lost full dsl sync for a few minutes, then dsl signal received back, went into sync and bingo, all was back to normal

I suspect it the resolution was connected with port in the exchange but cannot confirm this

Many thanks

John

[Dray]

Same happened to me. The last Technician left the house but his van was still on the drive. After about 30 mins he drove away and everything was fixed. I imagine he did a pair swap for me but I don't know.