Zen dropped packets

I am suffering severe dropped packets and have had no response from Zen to several TBB posts. I am not sure if it's due to COVID but many contacts have not been replied to and others very slow. All Zen has had to say so far is switch off BQM so we can test, something I have done twice, but a few BQM bytes would not cause my problem. Other than that, Zen has come back and claimed I am not suffering dropped packets. IPv6 not too bad, but IPv4 suffering seriously. The router logs show nothing before 2:00 am which implies an update that has trashed the system, or at least made the dropped packets I had far worse!
https://www.thinkbroadband.com/broadband/monitoring/...

Image from the 16th June which was posted on another thread here.
https://www.thinkbroadband.com/broadband/monitoring/...

Edited by professor973 (Fri 26-Jun-20 17:28:36)

I had constant dropped packets when i was on their Fritzbox ( i forget the number ) Eventually got them to send me a different brand router and it's been fine since.

Technicolor
DWA0120

That's what i got switched too.

For over a year the service was faultless with never a dropped packet noticeable. Over the last few months, I have lost broadband a few times and suspected the router that had done a lot of work, which is usually several video streams, so I tried to push for a replacement router but drew a blank from Zen. A contact a few weeks ago inquiring if I would receive another router if I regraded went unanswered, something I would not do as my service is now and end tied-in for another year when there are very good 30-day contract suppliers out there.

Edited by professor973 (Fri 26-Jun-20 18:20:16)

In a command prompt put in a pathping to the TTB server

I thought they had partnered with another company for ping testing, either way I am not aware of a specific ping test address. TBB doesn't bring up anything that jumps out at me.
Tracing route to thinkbroadband.co.uk [80.249.99.72]
over a maximum of 30 hops:
0 DESKTOP-CA72L52.fritz.box [192.168.178.40]
1 fritz.box [192.168.178.1]
2 losubs.subs.bng2.th-lon.zen.net.uk [62.3.80.21]
3 ae1-182.cr1.th-lon.zen.net.uk [62.3.86.80]
4 netconnex-gw.zen.net.uk [82.71.254.2]
5 po4-31.core-rs4.thdo.ncuk.net [80.249.97.85]
6 ip99-72.thdo.ncuk.net [80.249.99.72]

Computing statistics for 150 seconds...

Edited by professor973 (Fri 26-Jun-20 18:45:18)

What output did it give

Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-CA72L52.fritz.box [192.168.178.40]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% fritz.box [192.168.178.1]
0/ 100 = 0% |
2 6ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.bng2.th-lon.zen.net.uk [62.3.80.21]
0/ 100 = 0% |
3 10ms 0/ 100 = 0% 0/ 100 = 0% ae1-182.cr1.th-lon.zen.net.uk [62.3.86.80]
0/ 100 = 0% |
4 --- 100/ 100 =100% 100/ 100 =100% netconnex-gw.zen.net.uk [82.71.254.2]
0/ 100 = 0% |
5 --- 100/ 100 =100% 100/ 100 =100% po4-31.core-rs4.thdo.ncuk.net [80.249.97.85]
0/ 100 = 0% |
6 6ms 0/ 100 = 0% 0/ 100 = 0% ip99-72.thdo.ncuk.net [80.249.99.72]

Trace complete.
https://www.ipaddressguide.com/ping chokes on my IPv4 address!
Ping Result
PING 82.69.6.168 (82.69.6.168) 56(84) bytes of data.

--- 82.69.6.168 ping statistics ---
3 packets transmitted, 0 received, 100% packet loss, time 2025ms

Edited by professor973 (Fri 26-Jun-20 19:29:13)

Update:- Several ping test sites are returning 100% packet loss for my IPv4 address, but 100% returned for my IPv6 address, so looks like when my router blew a gasket in the early hours it has blocked IPv4 access, so I'll sneak around the interface.

In reply to a post by Steikums:

I had constant dropped packets when i was on their Fritzbox ( i forget the number ) Eventually got them to send me a different brand router and it's been fine since.

Technicolor
DWA0120

That's what i got switched too.

All the Fritzboxes are faulty. They cannot cope with more than one system pinging them. Both Zen and AVM say that is working as designed

No loss there over almost 3 mins