Ongoing Problems

I have a problem with this line that seems to become seriously unstable during peak periods

both my draytek 2850vn and billio 7800n suffer with extreme packet loss and 500ms ping spikes, the 2850vn comes off worse with drop outs etc

my bqm shows what looks like a congestion issue. As a result I have lost 2MB off my sync and my snrm has been reset along with my upstream bandwidth being reduced.

I t has been 6 days since the reset occurred.

I am asking what plusnet is doing about this considering I have only 4 months left (£39.91) if I were to jump ship early !

I have been advising plusnet of these issues for several months now without any sort of resolution

To be blunt, we're doing very little on this as there isn't a fault ticket on your account, nor can I see one opened within the last several months.

There is a standard support ticket where you've told us of ping spikes yesterday, but that's all I can see.

I'd strongly suggest opening a fault ticket with us, this gives some diagnostics to go through and then passes the ticket to the correct team to look into the issues. https://faults.plus.net

What happened at 23:20 yesterday? It looks like a router reboot or swap, accompanied by a significant latency fall and reasonable stability.

On the downside, packet loss increased a lot until about 4a.m.

Do you know about the Plusnet ping-graph page so you can see if others are affected?

Congestion doesn't cause re-sync's or DLM changes. Only faults or interference/noise do that.

How is your £39.91 calculated please, and what product - signed up to when?

Edited by RobertoS (Wed 04-Dec-13 11:23:16)

To be blunt, we're doing very little on this as there isn't a fault ticket on your account, nor can I see one opened within the last several months.

first phone call ended up with your CS rep advising me that it will cost £60 to take this further

second phone call I was advised that i should send you a question via your web portal


you tell me what I else I should do !

nothing has changed concerning my setup other than this is getting progressively worse during 6-12 pm every night

You do see what I'm talking about on your BQM though?

6-12pm is when most people get trouble. To my mind the question is what happened when it started. Any idea when, and whether you or a neighbour got new kit, like a new TV or anything TV-related?

of course !

I expect to see increase in latency during peak periods as more people use their connections

last night i swapped my billion with my 2850vn (11.30pm) usually it is the other way around so hence why I am getting a bit riled by it all

the only thing in my household switched on during those times is lighting, TV is on during all times of the day due to shifts and the homeplugs are on 24/7

As I am on the pole I am wondering if it is interference

In reply to a post by Stanman_24:

of course !

I expect to see increase in latency during peak periods as more people use their connections

Steps in the average latency on BQM are not normally due to other people's usage. I think that sort of thing usually hits the blue, and your own use the yellow.

last night i swapped my billion with my 2850vn (11.30pm) usually it is the other way around so hence why I am getting a bit riled by it all

Your previous reply said nothing had changed in your setup, now you say, as I had suggested, you swapped the router.

the only thing in my household switched on during those times is lighting, TV is on during all times of the day due to shifts and the homeplugs are on 24/7

Fluorescent/energy-saving lights? Even if not, try switching all lights in all rooms for five minutes when things are bad. It might show nothing, but all possibilities have to be ruled out, and that's an easy one. Remember it could be neighbours anyway - I used to get really bad stuff from a house about 50 metres away round a corner, where they ran a business of some kind. Proven because the day they moved out, it stopped.

As I am on the pole I am wondering if it is interference

I reckon it is interference. That's what causes disconnections and DLM intervention. But I doubt if the pole has anything to do with it.

The £60 is for a failed engineer visit, that's only payable if we end up sending an engineer out and they find the fault is caused by your internal wiring or setup.

I'd strongly suggest doing the steps from https://faults.plus.net as per my previous reply.

done already

ADSL Information ( ADSL Firmware Version: 2471201_A)
ATM Statistics TX Cells RX Cells TX CRC errs RX CRC errs
183007 1640813 0 14048
ADSL Status Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 448000 16152958 6 21

well I found the problem

throughput is reduced to 10% of what it should be at around 5pm onwards

http://www.speedtest.net/my-result/3144561567

drop from 15mb only 6 hours ago

16153kbps gives an IP Profile of about 14.2Mbps, resulting in probably a PlusNet Current line speed of 14.1Mbps. Unless you have had a re-sync you couldn't get 15Mbps.

Say perhaps 90% of that on a wired connection to the router gives 12.69Mbps. So 20% of expected.

Still dreadful of course! Is it wired or wireless? Are your lights or central heating on, and weren't before? Or anything else? What about Christmas lights within 5 houses in all directions?

Is there an radio ham in the area - tall aerials on top of the house like taxi firms have these days?

Are you able to post how many FEC and CRC errors you accumulate in an hour after the problem arises ?
I don't do the Mystic Meg thing and look at BQM graphs, but to me, as Bob says, it smacks of interference.

i unplugged my homeplugs and took out the openreach filter and used test socket

I couldn't even run the bt wholesale speed tester then took about 5 minutes to resync after dropping

anyway fault ticket raised

ticket 78137809.

DSL Information ( ADSL Firmware Version: 2471201_A)

ATM Statistics TX Cells RX Cells TX CRC errs RX CRC errs
81843 466012 0 27616


--------------------------------------------------------------------------------

ADSL Status Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 448000 15640329 6 20

For error stats we need to see how many are added over something like an hour when speed is good, so want a start and end value and how long, and the same when speeds are really bad like they were at the time of that lousy speed test.

It isn't the total number of errors that matters. It's the rate they are occurring per minute or hour. Or even per second. I've had some at 100,000 in a day, and other times over 1,000 per second. At high rates like that the router doesn't do much except correct them, so your speed goes bump.

dude you need to monitor your error rate when things are good.

snrm also

then compare to when speed plummets, you should know very quickly from that if its a line issue, if it is you going to have to accept the engineer appointment if you want a hope of it been fixed.

To be fair to plusnet they are subsidising the fee with it been at £60. They are also been generous if they only charge when fault is found your end (openreach policy is harsher, to charge when no fault found OR fault found on customer CPE).

Edited by Chrysalis (Wed 04-Dec-13 22:48:22)

snrm and power levels are rock solid as is attenuation

there is nothing sinister going on other than packet loss and lack of throughput

Agreed Bob.

Down Up
G.dmt framing
--stats
adslctl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 1
Max: Upstream rate = 22603 Kbps, Downstream rate = 19268 Kbps
Path: 0, Upstream rate = 966 Kbps, Downstream rate = 16492 Kbps

Link Power State: L0
Mode: ADSL2+
TPS-TC: ATM Mode
Trellis: U:OFF /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 5.8 5.0
Attn(dB): 23.0 13.1
Pwr(dBm): 21.1 12.4

ADSL2 framing

MSGc: 51 29
B: 144 34
M: 1 4
T: 4 2
R: 12 16
S: 0.2808 4.5714
L: 4472 273
D: 96 2

my interleave depth is now 96 and pings have shot up 15ms

Edited by Stanman_24 (Thu 05-Dec-13 19:19:59)