Large Amount of Pact Loss, Internet Keeps dropping getting 4000ms!

[#1]

Good Evening Everyone,

I am having a lot of bad luck here. Let me explain.

On the 5th of October this year, i had to call plusnet to get a BT engieer out to my address to address a sudden internet speed loss, for a week or i was getting 5metabit download with 0.1 upload. normally i get 60+ and 20+ from my ultimate fibre package.

The engieer turns up and could see some faults so he went away to the cabinet and checked the lines. At the end he found the connection box outside my property all the cables had corroded. He proceeded to re-terminate all of them and also replace the master socket in my house just to be of the safe side.

Great the internet was back up to 60+ Download and 20+ Upload! Happy days!!

before he left he told me the line will take upto 10 days to re establish and my speeds should be back up to how they were before.

dueing the day i expereced a lot of internet packet losses and kept being disconnected from services such as Microsoft teams converence calls and even playing online video games in the evening. i just thought it was the setting up period and let it side.

after 3 or 4 more days its not improved so i called Plusnet and got an engineer to come back out to re check everything, he told me the line is perfect and there are no issues and it could be possible it is a hardware issue.

So i went ahead and replaced every single Cat 5 cable plus my 10+ year old BT modem with a Draytek Vigor166. My problem still continues to happen with the intermittent disconnects around all hours of the day.

I am currently using a Amifi Alien Router along side a new Modem (draytek) but have tried switching back to the original orignal Plusnet router/modem with no joy i even went as far as digging out my Asus router and still having the same issue.

this issue is spread across the hole network Wireless and Cat5 connections, Router shows no memory issues or problems.

So this is where i decided to take matters into my own hands and run 2 peices of monitoring software, one widely know as TBB and another called Grafana so i went ahead and setup a boadband Quality Monitoring by TBB on my network along side Grafana gather some data so that i can show you my issues.

Here is my TBB: https://www.thinkbroadband.com/broadband/monitoring/quality/share/145eb3f4cc20cba1cb5bb021f030411885...

You will see i have moments with large yellow peaks, the monitor only reads up to 160ms, but after using another tool called grafana, i can see the packet loss latancy is reaching 4000ms.

[#2]

@Psycho_Shaft Something is horribly wrong there, but packet loss graphs alone are not a great deal of use. We need some solid router/modem statistics to attempt profiling the issue. What detail can you get from your current set-up?

[#3]

Hey John, thanks for the quick reponse, What kind of infomation are you looking for. Amplifi is pretty locked down but has been reliable. nothing has changed in my home, only the fact the engieer came out that day and replaced cables and lines. i keep having these massive and disconnects.

[#4]

Ideally, the details available on the Plusnet Hubs 'Help Desk' page - that is informative and very easy to understand, other kit tends to spead the data over multiple pages - if it provides it at all. If you can give what is displayed in the picture below though, I may be able to interpret it, even though I'm guessing it won't be as clear and easy to fathom.

Also, as a further help, could provide the 'Advance Diagnostic' from here: https://speedtest.btwholesale.com/ , please - more useful data.

I'm going offline in10 minutes or so, but will pick  up anything you post earlyish tomorrow -  I'm an early riser. 😉

[#5]

@Psycho_Shaft   The TBB graph suggests large amounts of traffic which is shown as the yellow peaks. Switching off devices, or monitoring bandwidth use on each may highlight a device using excessive bandwidth. 

Site of the DSL stats from the modem, or PN router if it is the Hub1, would help, as would the results of entering your phone number in the BTW DSL checker and posting the results, hiding your phone number.

Also a check of your phone line, any noise when you dial 17070 option 2?

[#6]

Great minds, @Mustrum  - and I forgot the phone line.

[#7]

Haha, but you type faster than me 😀

[#8]

No noice on the phone line, can confirm.

[#9]

I am not sure if you can see on the graph the Red dots at the top of the graph. this is the problem.

[#10]

I can't - can you, @Mustrum ?

[#11]

@Psycho_Shaft   yes I know, but they are a result of the load/traffic on the line/router or what ever device you have set to respond to the TBB pings.

[#12]

A less busy line would look more like this:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2c28786ca842898a0f7eaad52038ecdcb4... 

[#13]

Yes i understand, my line is busy because i am doing broadband speed tests every 5 mins for documentation purposes only, i am conserned more about the RED dots on the top of my graph with 100% packet loss.

[#14]

Red dots

[#15]

A 100% packet loss would be a line all the way to the bottom of the chart, not just a tiny dot. which is just a packet or two at the same time that you max out traffic on the line.