Unbelievable packet loss FTTP

All
Consistently 40% packet loss
Latency often exceeding 120ms
Openreach engineer (x4 visits) say there's nothing wrong with the network
[censored]?
An expert opinion from experienced and qualified sources would be much appreciated
See link to graphNothing to see here mate!
Thank you
David

Edited by davidcarman (Tue 29-Aug-23 11:55:28)

So what are Zen doing to prove its not their backhaul causing the issue? they can't point the figure at Openreach by sending an Openreach engineers out.

Knowing the problems lots of Zen customers are having with the Zen backhaul its more likely to be them.

Hi Dect
Quick breakdown... before I have one..!

Fttp BB internet browsing/streaming/downloads normal (100Mb connection)
This understandable as standard error checking CRC will provide QOS
I had no idea there was any kind of fault until I signed up for VOIP service

During calls, if the packet loss exceeds threshold the line will drop.

I've been experiencing 40% constantly and up to 120ms latency.

As i said, until the voip and calls started dropping I was completely unaware of the issue, as the fttp is so much faster than my old BT 1.5Mb copper over a 2km run....

Zen have sent replacement routers, rebuilt package, lab tested internally and both of us have setup monitoring services, me with ThinkB and Zen using their own proprietary tools.

Both of us can see the issue but the Openreach engineers say "oh, you've got good light on the fibre" but a guy just a few minutes ago in the manhole outside told me that some of the fibres have poor light....
They should all be good !

Well, that's it..

I'd upload all my graphs but I don't think you can do that

If It was me I would ask Zen are you on their backhaul or BTW backhaul, if they say their own then I would push them to switch you to BTW backhaul (they will argue against it) to prove one way or the other. Some people have never had issues resolved with their backhaul and have been released from their contracts. Zen isn't a ISP I would want to be on personally.

Do you get poor results using this test site https://packetlosstest.com/ don't forget to switch to the UK server further down.

Apparently I'm on the BTW backhaul (whatever that is)

https://drive.google.com/file/d/1zoZja3PNV7f8gk3vLf-...

This is a link to Zen's own graph

7.4% loss
40ms latency

But that's from me, the others are from outside my property so that shows it's not with my equipment

New ONT, newly terminated fibre connection and still issues

Grrrr

What's your background on this stuff then?

In reply to a post by davidcarman:

What's your background on this stuff then?

I have no professional expertise in this area but have dealt with telecoms since the 1970's. I am very quick to learn and once you spent time on this forum you can learn a lots from the professionals which there are many here.

Edited by deleted (Tue 29-Aug-23 15:03:21)

Beware that if you are using Fritzbox that it throttles pings at a rate of strictly 1 per second, so in a situation where you have jitter or there are more than one service pinging it constantly you will see huge packet loss which isn't real (well, it's real for pings, as the fritzbox is dropping them,, but not an indicator of anything else).

To be sure of the results with BQM you really need to use a different router to a Zen supplied fritzbox.

Some people have worked around this I believe by setting up IPV6 and pinging a box on the internal network over IPV6. But better to use a router that doesn't have a silly limit for WAN ping.