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loopback7084
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Broadband intermittant loss-of-service

Okey guys.

I'm going to be brief, only because I'm losing all faith and patience that you have retained any technically trained staff... please please please someone prove me wrong.

About two weeks ago now, someone did "something" to your network around the Staverton (Gloucestershire) POP. Our DOCSIS line was fitted ( new-build ) last year and has scarely dropped a single packet since. Last two weeks:- intermittant ICMP loss from the infrastructure around us.

I can't easily repeat the issue, it doesn't seem to be predictable, but it results in total packet loss for upto about 10 seconds at a time. The fun thing is that, bits of your kit drop out at different times. Incidentally, I had an engineer come and change the DOCSIS modem on Saturday ( lord knows why exactly )... and line test shows no adverse line characteristics.

Attached are two screengrabs of the problem. A picture paints a thousand words after all. Being somewhat technically competent, my guess would be a routing loop or link-flapping. I can't store traceroutes to figure out where the new path goes... and most of your kit doesn't respond to ICMP anyway. If someone wants to get in touch I'm more than happy to try and help diagnose further.

ping_resp_1.png

 

 

ping_resp_2.png

 

 As an aside... the "Customer Support" line have booked another engineer for Saturday 8th April. Promising me that "the problem would be sorted". Someone really needs to get a handle on those crazy dudes... Cause they're doing your company untold reputational damage.

I look forward to your response.

 

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Message 2 of 46
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Re: Broadband intermittant loss-of-service

For Ref:- the current traceroute path ( differs from when I took it before ):-

# traceroute 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 routera (172.16.0.1) 4.363 ms 4.883 ms 6.227 ms
2 * * *
3 aztw-core-2b-xe-133-0.network.virginmedia.net (80.1.241.213) 54.411 ms 54.896 ms 55.625 ms
4 * * *
5 * * *
6 eislou2-ic-3-ae0-0.network.virginmedia.net (94.174.238.226) 117.496 ms 52.584 ms 54.933 ms
7 m426-mp2.cvx3-a.ltn.dial.ntli.net (213.104.85.170) 50.051 ms 50.568 ms 51.132 ms
8 108.170.246.225 (108.170.246.225) 49.954 ms 108.170.246.193 (108.170.246.193) 26.207 ms 108.170.246.129 (108.170.246.129) 27.669 ms
9 216.239.57.159 (216.239.57.159) 27.728 ms 216.239.58.53 (216.239.58.53) 37.410 ms 216.239.57.47 (216.239.57.47) 35.695 ms
10 google-public-dns-a.google.com (8.8.8.8) 31.611 ms 33.147 ms 30.277 ms

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Re: Broadband intermittant loss-of-service

Just managed to catch it again over quite a long failure.

Clearly a link failure of some description:- here's a repeated traceroute run until the connection stabalised again:-

 

[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 4.037 ms 4.379 ms 5.633 ms
2 * * *
3 80.1.241.213 44.591 ms 45.230 ms 46.438 ms
4 * * *
5 * * *
6 94.174.238.226 50.252 ms 45.641 ms 47.071 ms
7 213.104.85.170 108.709 ms 71.218 ms 106.796 ms
8 108.170.246.129 109.772 ms 108.170.246.161 103.648 ms 108.170.246.129 104.280 ms
9 74.125.37.119 104.779 ms 216.239.57.151 57.964 ms 216.239.57.95 55.772 ms
10 8.8.8.8 33.053 ms 31.746 ms 28.915 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 2.794 ms 4.370 ms 4.918 ms
2 * * *
3 80.1.241.213 112.025 ms 115.411 ms 113.774 ms
4 * * *
5 * * *
6 94.174.238.226 117.601 ms 116.315 ms 114.143 ms
7 213.104.85.170 114.717 ms * *
8 * * *
9 * * 216.239.57.51 36.027 ms
10 8.8.8.8 37.186 ms 38.077 ms *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 61.336 ms 62.869 ms 64.841 ms
2 * * *
3 * * 80.1.241.213 109.996 ms
4 * * *
5 * * *
6 94.174.238.226 116.211 ms 55.374 ms 55.125 ms
7 213.104.85.170 78.371 ms * 39.932 ms
8 * * 108.170.246.225 44.729 ms
9 * 216.239.57.93 54.607 ms 209.85.245.187 35.864 ms
10 * 8.8.8.8 31.047 ms 37.210 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.648 ms 4.212 ms 4.791 ms
2 * * *
3 80.1.241.213 40.356 ms 40.885 ms 42.099 ms
4 * * *
5 * * *
6 * * *
7 * * *
8 108.170.246.225 36.207 ms * 108.170.246.161 33.913 ms
9 * * *
10 * * *
11 * 8.8.8.8 47.509 ms 47.446 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.552 ms 4.717 ms 5.875 ms
2 * * *
3 80.1.241.213 41.055 ms 41.657 ms 43.503 ms
4 * * *
5 * * *
6 * * *
7 * * *
8 * * *
9 * * 216.239.57.75 52.721 ms
10 8.8.8.8 62.056 ms 56.400 ms 56.426 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 2.726 ms 3.757 ms 4.917 ms
2 * * *
3 80.1.241.213 27.887 ms 28.535 ms 29.701 ms
4 * * *
5 * * *
6 * * *
7 * * *
8 * * 108.170.246.225 47.464 ms
9 216.239.58.89 45.535 ms * 209.85.242.123 51.305 ms
10 * 8.8.8.8 33.800 ms 38.105 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 4.536 ms 6.148 ms 6.785 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 94.174.238.226 91.192 ms * *
7 * 213.104.85.170 43.512 ms 28.314 ms
8 * * 108.170.246.193 43.894 ms
9 216.239.57.151 49.887 ms 216.239.57.85 43.907 ms 216.239.57.107 46.121 ms
10 * * *
11 * * *
12 * * *
13 * 8.8.8.8 35.024 ms *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.895 ms 4.391 ms 8.071 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 94.174.238.226 67.116 ms 61.275 ms 62.212 ms
7 213.104.85.170 64.083 ms * 32.886 ms
8 108.170.246.193 26.246 ms 108.170.246.225 23.043 ms 108.170.246.129 25.345 ms
9 * * *
10 8.8.8.8 35.151 ms * *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 4.090 ms 4.349 ms 7.044 ms
2 * * *
3 80.1.241.213 37.607 ms 39.382 ms 37.010 ms
4 * * *
5 * * *
6 * * *
7 * * 213.104.85.170 232.865 ms
8 108.170.246.193 224.576 ms * 108.170.246.225 34.158 ms
9 * 209.85.245.89 33.195 ms 216.239.57.165 32.614 ms
10 8.8.8.8 34.990 ms 26.259 ms *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 27.608 ms 28.672 ms 29.246 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * 213.104.85.170 31.067 ms 31.728 ms
8 108.170.246.161 24.572 ms * *
9 * * *
10 * * 8.8.8.8 58.742 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 2.709 ms 3.887 ms 4.340 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *
10 * 8.8.8.8 47.207 ms 48.812 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.225 ms 4.293 ms 5.606 ms
2 * * *
3 80.1.241.213 30.237 ms 30.791 ms 32.042 ms
4 * * *
5 * * *
6 * * *
7 * 213.104.85.170 50.300 ms 49.169 ms
8 108.170.246.225 46.379 ms 94.065 ms *
9 * 216.239.58.55 44.406 ms *
10 8.8.8.8 27.641 ms 36.932 ms 36.867 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 2.637 ms 4.277 ms 4.927 ms
2 * * *
3 80.1.241.213 23.969 ms 24.557 ms 25.120 ms
4 * * *
5 * * *
6 94.174.238.226 36.842 ms * *
7 * * 213.104.85.170 45.286 ms
8 108.170.246.129 43.077 ms 108.170.246.161 31.239 ms 108.170.246.193 23.246 ms
9 74.125.37.119 23.749 ms 209.85.245.89 28.752 ms 216.239.58.59 45.288 ms
10 8.8.8.8 46.248 ms * *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 4.059 ms 5.121 ms 5.560 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 94.174.238.226 139.199 ms 133.484 ms 131.829 ms
7 213.104.85.170 134.362 ms 39.184 ms 39.606 ms
8 108.170.246.161 32.103 ms 108.170.246.193 31.469 ms 108.170.246.161 21.906 ms
9 * * 74.125.37.133 23.281 ms
10 * 8.8.8.8 132.647 ms *
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 4.145 ms 5.118 ms 5.668 ms
2 * * *
3 * * *
4 * * *
5 * * *
6 * * *
7 * 213.104.85.170 28.741 ms 37.304 ms
8 108.170.246.129 36.952 ms 108.170.246.193 32.213 ms 108.170.246.225 36.929 ms
9 216.239.58.95 36.866 ms * *
10 * * *
11 * * *
12 * * 8.8.8.8 48.723 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 14.529 ms 15.638 ms 16.199 ms
2 * * *
3 80.1.241.213 34.983 ms 35.736 ms 40.461 ms
4 * * *
5 * * *
6 94.174.238.226 46.090 ms * *
7 * * 213.104.85.170 46.684 ms
8 108.170.246.193 36.952 ms 108.170.246.225 33.296 ms *
9 * 216.239.58.71 46.503 ms *
10 * * *
11 * 8.8.8.8 51.410 ms 48.811 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.038 ms 4.212 ms 5.270 ms
2 * * *
3 80.1.241.213 27.130 ms 30.255 ms 31.906 ms
4 * * *
5 * * *
6 94.174.238.226 43.262 ms 40.911 ms 38.481 ms
7 213.104.85.170 40.566 ms 30.102 ms 27.806 ms
8 108.170.246.129 32.520 ms 108.170.246.161 27.070 ms 108.170.246.225 27.700 ms
9 209.85.142.179 27.154 ms 216.239.57.91 23.980 ms 216.239.58.91 28.691 ms
10 8.8.8.8 26.662 ms 25.002 ms 28.513 ms
[root@octane ~]# traceroute -n 8.8.8.8
traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 60 byte packets
1 172.16.0.1 3.878 ms 5.126 ms 7.258 ms
2 * * *
3 80.1.241.213 32.904 ms 33.598 ms 34.156 ms
4 * * *
5 * * *
6 94.174.238.226 39.630 ms 42.428 ms 41.863 ms
7 213.104.85.170 43.229 ms 27.880 ms 35.287 ms
8 108.170.246.225 32.119 ms 108.170.246.193 23.513 ms 108.170.246.129 24.607 ms
9 216.239.57.51 31.669 ms 209.85.142.225 30.633 ms 209.85.245.89 29.054 ms
10 8.8.8.8 28.758 ms 25.639 ms 30.924 ms
[root@octane ~]#

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loopback7084
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Message 4 of 46
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Re: Broadband intermittant loss-of-service

Just a quick chaser.

It's been 24H now, one has even acknowledged the problem yet. I just can't bring myself to call your customer support line again, and frankly I don't have two hours to waste again.

I'd really appreciate a phonecall from someone at your Swansea division... anyone technically trained.

Or failing that, anyone from your accounts team so we can discuss terminating our service.... thanks.
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Message 5 of 46
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Re: Broadband intermittant loss-of-service

Just gunna put one of these up now every time your service flakes out.

vmedia_fail.png

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loopback7084
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Message 6 of 46
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Re: Broadband intermittant loss-of-service

Boom... .gone again... gone_again.png

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loopback7084
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Message 7 of 46
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Re: Broadband intermittant loss-of-service

Finally managed to get a network-equipment failure reference number from someone, anyone else affected in the GL3 area, it doesn't appear to be showing as a "problem" on their service-status-checker:- F005213156. ETA fix 10 Apr 2017 10:00AM.

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loopback7084
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Message 8 of 46
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Re: Broadband intermittant loss-of-service

Just checkin in with the daily failtrain :-)

Did see a whole bunch of Openreach engineers on the main road as I came past tonight... I wonder if the two are related.

It's clearly "OK" though:- Cause the 'Broadband Checker' tells me that "everything is fine". Lol.

failtrain.png

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Message 9 of 46
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Re: Broadband intermittant loss-of-service

Just checking in with the daily train wreck of a ping response from 8.8.8.8.

As a funny aside, I couldn't help but include this hilarious little GEM of an error message that was display from their website during one of the packet-dropp-a-thons.... oh the irony. It's OK though:- still "NOTHING WRONG" according to V.M.

 

001.png

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Immy36
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Message 10 of 46
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Re: Broadband intermittant loss-of-service

We experiencing the same problem I've gone from at least 140m/s download and 80m/s upload to 50m/s download and anything from 1m/s to 8m/s upload big drop and it cuts out a lot at random times, I will be phoning soon, we pay a lot of money for an inefficient service.
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