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