Sorry for the late response, I was out. I've completed the trace route (I'm using a Mac rather than a windows PC so I'm not sure if the output will be exactly the same):
Traceroute has started…
traceroute to www.google.co.uk (188.8.131.52), 64 hops max, 72 byte packets
1 192.168.1.254 (192.168.1.254) 4.957 ms 1.436 ms 1.253 ms
2 172.16.13.58 (172.16.13.58) 540.872 ms 86.597 ms 30.830 ms
3 184.108.40.206 (220.127.116.11) 33.836 ms 36.248 ms 34.111 ms
4 18.104.22.168 (22.214.171.124) 37.829 ms 36.597 ms 37.639 ms
5 126.96.36.199 (188.8.131.52) 36.743 ms 104.916 ms 42.838 ms
6 184.108.40.206 (220.127.116.11) 37.313 ms 41.887 ms 36.024 ms
7 18.104.22.168 (22.214.171.124) 34.365 ms 38.416 ms 35.020 ms
8 * * *
9 126.96.36.199 (188.8.131.52) 40.544 ms 38.231 ms 38.046 ms
10 184.108.40.206 (220.127.116.11) 38.469 ms 34.855 ms 36.854 ms
11 18.104.22.168 (22.214.171.124) 42.649 ms 42.295 ms 40.622 ms
12 126.96.36.199 (188.8.131.52) 40.870 ms 38.789 ms 37.497 ms
13 184.108.40.206 (220.127.116.11) 38.938 ms 38.271 ms 37.297 ms
14 18.104.22.168 (22.214.171.124) 39.422 ms 37.980 ms 37.526 ms
15 lhr25s02-in-f3.1e100.net (126.96.36.199) 41.027 ms 36.753 ms 36.052 ms
Here are the ping results:
PING 192.168.1.254 (192.168.1.254): 56 data bytes
64 bytes from 192.168.1.254: icmp_seq=0 ttl=64 time=4.250 ms
64 bytes from 192.168.1.254: icmp_seq=1 ttl=64 time=2.792 ms
64 bytes from 192.168.1.254: icmp_seq=2 ttl=64 time=4.612 ms
64 bytes from 192.168.1.254: icmp_seq=3 ttl=64 time=4.602 ms
64 bytes from 192.168.1.254: icmp_seq=4 ttl=64 time=4.354 ms
64 bytes from 192.168.1.254: icmp_seq=5 ttl=64 time=4.965 ms
64 bytes from 192.168.1.254: icmp_seq=6 ttl=64 time=4.669 ms
64 bytes from 192.168.1.254: icmp_seq=7 ttl=64 time=4.608 ms
64 bytes from 192.168.1.254: icmp_seq=8 ttl=64 time=4.490 ms
64 bytes from 192.168.1.254: icmp_seq=9 ttl=64 time=4.811 ms
--- 192.168.1.254 ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 2.792/4.415/4.965/0.575 ms
We've been struggling to use the internet at all since yesterday afternoon. I'm assuming it's because your team are looking into the issue but wanted to check that this is the case?
Download Speed (Mbps): 0.32
Upload Speed (Mbps) : 0.02
Ping Latency (ms): 49847
Thank you for posting back. @JohnC2 is in the office later on today and will follow up with you then.
I did run a quick check on your Broadband and its picking up a potential Fault on the telephone service. Can you test your phone service by dialing 17070 Option 2 to see if you are getting an noise on the line?
You're right, I hadn't noticed but our phone now says 'check phone line'. It's very odd though as 2 engineers had tested our line and it was all OK until yesterday.
Hi @clbone Sorry that there is now a fault with your line. I don't believe this was connected to the team looking at the broadband fault as I had not updated them yet with the test results from yesterday evening.
There is a disconnection in the network causing the line fault and this will also affect your broadband connection. I have reported this to Openreach an engineer will investigate the fault within the next 48hrs and should hopefully get this fixed. I'll keep a check on things from this end and keep you updated.
It looks like our line is back up however our upload speed and latancy has become even worse. This is with no one using the internet at the time.
Download Speed (Mbps): 12.24
Upload Speed (Mbps) : 0.05
Ping Latency (ms): 20150
They are still fitting fibre down the road so I'm not sure if that is why. Is there any sort of back up we can have while this is looked into? I know that from adverts you offer a temporary mobile internet hub when the internet is down. I work as a web developer and I'm unable to do my work at the moment, it's been going on for just far too long now.