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gbrookshaw
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Intermittent packet loss problems for over 3 weeks now

152Mb service. Wired connection.

 

Every day for the past 3 weeks I've been having an intermittent problem with my connection.

While playing any games, I start getting a spike in packet loss up to more than 40% loss for a few minutes. It then falls back to normal operation for 10-15 minutes before it happens again.

 

This occurs in League of Legends, Diablo3, Starcraft 2, Metal Gear Solid and also affects Teamspeak.

This implies that it is not the fault of the game I am connected to.

 

It happens if I use the superhub in modem only mode (as I normally do with my own networking gear) or in superhub mode. The pc is always connected to the network via ethernet, never by wireless.

It happens with my desktop pc and my laptop, meaning it is not my device at fault.

It happens with multiple different networking cables, hence they are not at fault either.

 

When I've called up the support line in the past, everything looks fine to them since they test it when it's not actually spiking. I also had the support line ask me to ping youtube.com and they claimed that the 4 packets of ping that this did meant that nothing was wrong and I was just imagining things. They would not accept any other evidence which is ridiculous.

 

Finally, after being on the phone with one lady for more than an hour and her connected to my pc remotely, a spike happened, she saw the pings from the not very highly technical test being lost and finally conceded that there was an issue.

However, she claimed there was nothing they could do since everything looked fine from their end.

 

I am getting to the end of my rope on this issue and am looking into moving provider. It's no good having 80-120mb/s if 40% of the packets are being lost.

 

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Message 2 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

Hi gbrookshaw

 

Welcome to the forum. I'm sorry to hear of the issues that you are experiencing with intermittent connection. Thanks for letting us know what diagnostics you have already tried.

 

Everything looks ok when checking your connection. No problems showing with the hub or your network segment. 

 

Could you post the hub's network log for us to have a look at? (go to 192.168.0.1, don't log in, router status in top right corner)

 

Are you also able to post a trace route at the times when you notice these problems for us to have a look at.

 

Speak soon 

 

 

 


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iAkmal
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Message 3 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

I'm getting the same issue. I hope it gets fixed soon...
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CalJHarris
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Re: Intermittent packet loss problems for over 3 weeks now

Same here for around the last two or so weeks :/ I think this something to with Virgins End as I'v seen loads od people with the same sort of issues.

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skyblueoz
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Re: Intermittent packet loss problems for over 3 weeks now

Welcome to the club! (Unfortunately)

I was in a similar situation and only got them to send an engineer because my internet dropped out while I was chatting to them. The engineer came out today, said I had a few loose cables, swapped the hub and the splitter and then left.

Guess what? It's still broken!

There's a snr ticket in my area which could be causing it. But I think this seems to be the problem for most. The fault is in their infrastructure and not our equipment.
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gbrookshaw
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Message 6 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

Since it is an INTERMITTENT issue regarding packets being lost (I.e. it'll only occur when someone is actually using the connection), I'm not at all surprised that a network test at a time of day when no-one is using my network would show no issues.

 

The network log shows the following issue when the packet loss spikes occur:

 

Network Log

First TimeLast TimePriorityError NumberDescription
 08/10/2015 18:13:11  08/10/2015 18:13:11  Warning (5)  84020300  MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 
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gbrookshaw
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Message 7 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

Here are some ping tests from when it was occurring a few minutes ago:

 

C:\Users\Gareth>ping -n 20 www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.27] with 32 bytes of data:
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=15ms TTL=53
Reply from 212.58.244.27: bytes=32 time=14ms TTL=53
Reply from 212.58.244.27: bytes=32 time=23ms TTL=53
Request timed out.
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=14ms TTL=53
Reply from 212.58.244.27: bytes=32 time=16ms TTL=53
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=15ms TTL=53
Request timed out.
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=13ms TTL=53
Reply from 212.58.244.27: bytes=32 time=20ms TTL=53
Reply from 212.58.244.27: bytes=32 time=14ms TTL=53
Reply from 212.58.244.27: bytes=32 time=14ms TTL=53
Reply from 212.58.244.27: bytes=32 time=12ms TTL=53

Ping statistics for 212.58.244.27:
    Packets: Sent = 20, Received = 18, Lost = 2 (10% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 23ms, Average = 14ms

C:\Users\Gareth>ping -n 20 www.bbc.co.uk

Pinging www.bbc.net.uk [212.58.244.70] with 32 bytes of data:
Reply from 212.58.244.70: bytes=32 time=34ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=13ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=15ms TTL=53
Reply from 212.58.244.70: bytes=32 time=13ms TTL=53
Request timed out.
Request timed out.
Reply from 212.58.244.70: bytes=32 time=21ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=16ms TTL=53
Reply from 212.58.244.70: bytes=32 time=18ms TTL=53
Reply from 212.58.244.70: bytes=32 time=14ms TTL=53
Reply from 212.58.244.70: bytes=32 time=17ms TTL=53
Reply from 212.58.244.70: bytes=32 time=15ms TTL=53

Ping statistics for 212.58.244.70:
    Packets: Sent = 20, Received = 18, Lost = 2 (10% loss),
Approximate round trip times in milli-seconds:
    Minimum = 13ms, Maximum = 34ms, Average = 16ms

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gbrookshaw
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Message 8 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

And some traces:

 

C:\Users\Gareth>tracert www.youtube.com

Tracing route to youtube-ui.l.google.com [62.253.72.148]
over a maximum of 30 hops:

  1     8 ms     8 ms     6 ms  10.15.176.1
  2     7 ms     *        *     aztw-core-2b-xe-113-0.network.virginmedia.net [8
0.1.244.197]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    13 ms    15 ms    15 ms  brnt-icdn-1-ae9-0.network.virginmedia.net [62.25
2.84.109]
  7    12 ms    13 ms    12 ms  148.72-253-62.static.virginmediabusiness.co.uk [
62.253.72.148]

Trace complete.

C:\Users\Gareth>tracert 185.40.65.1

Tracing route to 185.40.65.1 over a maximum of 30 hops

  1    16 ms     9 ms     8 ms  10.15.176.1
  2    10 ms     9 ms    19 ms  cpc1-bror4-3-0-cust185.bmly.cable.ntl.com [80.1.
244.185]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *       39 ms     *     teln-ic-2-ae1-0.network.virginmedia.net [212.250
.14.146]
 10    89 ms    90 ms    97 ms  ve1011.r1.lon1.uk.atrato.net [80.94.66.28]
 11     *        *        *     Request timed out.
 12    92 ms    97 ms   101 ms  eth1-2.edge1.lon4.uk.as5580.net [78.152.44.69]
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *       96 ms   101 ms  185.40.65.1

Trace complete.

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MillieBella
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Message 9 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

Same, getting really fed up with kids moaning at me about ping, being dropped and banned from games all due to ping/broadband. Have fastest speed but ping so bad waste of money.

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gbrookshaw
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Message 10 of 11
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Re: Intermittent packet loss problems for over 3 weeks now

And this evening, as I get in from work, my connection is showing less than 4Mb/s down and an upload of 0.04Mb/s

That's abysmal - worse than dialup when I'm paying for allegedly up to 152Mb/s. **bleep** Virgin?

 

http://www.speedtest.net/my-result/4731983598