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Xplicit
Aspiring Contributor
11,713 Views
Message 1 of 18

BT Packet Loss BT

Okay here we go!

 

This problem started around 3 weeks ago and I'm getting so frustrated with the BT call center.

I've had 3 different technical engineers to visit my home only to tell me that everything is working fine.

I've spent countless amounts of hours speaking to all different people at the BT call center only to now be told that they can't fix my problem when there's clearly a fault somewhere, it's like I'm a basketball being thrown around different departments.

 

My upload used to be around 6mb but since this fault has been happening it has dropped to around 2mb or less. I just can't play online games anymore because of constant lagging and desync. Is there anyone who can help me with this?

 

http://www.pingtest.net/result/26707307.png

 

http://www.speedtest.net/result/1003228143.png

 

Using a wired connection with a gaming pc and Windows 7. BT Home Hub 2.0.

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17 REPLIES 17
groovesection
Aspiring Expert
11,684 Views
Message 2 of 18

Re: Packet Loss!

No doubt it is an IP to IP routing problem on the BT core network (but they will NEVER admit that)

I had a similliar problem last year, after 7pm everyday for 3 weeks i was getting 100% packet loss on a router (217. IP range) in the BT core network (proving it was a core fault and not my PC,wiring or any other excuse they claimed

It took them 3 weeks to fix it lol

 

 

Open Cmd and type:

 

pathping bt.net

 

"hit enter"

 

post the results up like this..

 

 

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\GS>pathping bt.net

Tracing route to bt.net [193.113.211.125]
over a maximum of 30 hops:
  0  ************ [192.168.1.2]
  1  voyager220v.home [192.168.1.1]
  2  217.32.145.0
  3  217.32.145.46
  4  213.120.181.66
  5  217.32.25.62
  6  217.32.25.182
  7  acc2-10GigE-3-3-0.sf.21cn-ipp.bt.net [109.159.251.219]
  8  core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.251.145]
  9  core1-pos11-1.manchester.ukcore.bt.net [62.6.204.22]
 10  core1-pos9-0.glasgow.ukcore.bt.net [194.74.16.174]
 11  vhsaccess1-gig1-0.glasgow.fixed.bt.net [217.32.170.146]
 12  ftip002676159.vhsaccess1.glasgow.fixed-nte.bt.net [213.121.156.38]
 13     *        *        *
Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           GS-PC.home [192.168.1.2]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  voyager220v.home [192.168.1.1]
                                0/ 100 =  0%   |
  2   24ms     0/ 100 =  0%     0/ 100 =  0%  217.32.145.0
                                0/ 100 =  0%   |
  3   27ms     0/ 100 =  0%     0/ 100 =  0%  217.32.145.46
                                0/ 100 =  0%   |
  4   29ms     0/ 100 =  0%     0/ 100 =  0%  213.120.181.66
                                0/ 100 =  0%   |
  5   28ms     0/ 100 =  0%     0/ 100 =  0%  217.32.25.62
                                0/ 100 =  0%   |
  6   29ms     0/ 100 =  0%     0/ 100 =  0%  217.32.25.182
                                0/ 100 =  0%   |
  7   38ms     0/ 100 =  0%     0/ 100 =  0%  acc2-10GigE-3-3-0.sf.21cn-ipp.bt.n
et [109.159.251.219]
                                0/ 100 =  0%   |
  8   35ms     0/ 100 =  0%     0/ 100 =  0%  core1-te0-13-0-2.ilford.ukcore.bt.
net [109.159.251.145]
                                0/ 100 =  0%   |
  9   38ms     0/ 100 =  0%     0/ 100 =  0%  core1-pos11-1.manchester.ukcore.bt
.net [62.6.204.22]
                                0/ 100 =  0%   |
 10   44ms     0/ 100 =  0%     0/ 100 =  0%  core1-pos9-0.glasgow.ukcore.bt.net
 [194.74.16.174]
                                0/ 100 =  0%   |
 11   46ms     0/ 100 =  0%     0/ 100 =  0%  vhsaccess1-gig1-0.glasgow.fixed.bt
.net [217.32.170.146]
                                0/ 100 =  0%   |
 12   47ms     0/ 100 =  0%     0/ 100 =  0%  ftip002676159.vhsaccess1.glasgow.f
ixed-nte.bt.net [213.121.156.38]

Trace complete.

C:\Users\GS>

 

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arsagg
Aspiring Contributor
11,677 Views
Message 3 of 18

Re: Packet Loss!

Dear Xplicit,

 

Are you using a wireless or cable connection?

 

If there is a loss then the problem might be between the router and the device.

 

May be changing the wireless channel might help.

 

Moreover, on which console you are playing.

 

Please post the test results of speedtest.bt.com instead of posting a images.

 

Will definetly advice you in this frustating issue, once you will put these details:

  1. speedtest
  2. pathping

Regards

Abhinav Rai
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Xplicit
Aspiring Contributor
11,654 Views
Message 4 of 18

Re: Packet Loss!

Thanks for your reply groovesection. **bleep** BT and their core network lol 😛

 

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\andy>pathping bt.net

Tracing route to bt.net [193.113.211.125]
over a maximum of 30 hops:
0 andy-PC.home [192.168.1.67]
1 api.home [192.168.1.254]
2 217.32.141.35
3 217.32.141.62
4 213.120.161.50
5 217.41.222.62
6 217.41.222.182
7 * * acc2-10GigE-0-1-0-5.bm.21cn-ipp.bt.net [109.159.248.218]

8 core1-te0-2-5-0.ilford.ukcore.bt.net [109.159.248.129]
9 core1-pos3-1.birmingham.ukcore.bt.net [62.6.204.9]
10 core1-pos9-0.glasgow.ukcore.bt.net [194.74.16.174]
11 vhsaccess1-gig1-0.glasgow.fixed.bt.net [217.32.170.146]
12 ftip002676159.vhsaccess1.glasgow.fixed-nte.bt.net [213.121.156.38]
13 * * *
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 andy-PC.home [192.168.1.67]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% api.home [192.168.1.254]
6/ 100 = 6% |
2 15ms 6/ 100 = 6% 0/ 100 = 0% 217.32.141.35
0/ 100 = 0% |
3 16ms 9/ 100 = 9% 3/ 100 = 3% 217.32.141.62
0/ 100 = 0% |
4 18ms 8/ 100 = 8% 2/ 100 = 2% 213.120.161.50
0/ 100 = 0% |
5 --- 100/ 100 =100% 94/ 100 = 94% 217.41.222.62
0/ 100 = 0% |
6 18ms 6/ 100 = 6% 0/ 100 = 0% 217.41.222.182
5/ 100 = 5% |
7 --- 100/ 100 =100% 89/ 100 = 89% acc2-10GigE-0-1-0-5.bm.21cn-ipp.bt
.net [109.159.248.218]
0/ 100 = 0% |
8 --- 100/ 100 =100% 89/ 100 = 89% core1-te0-2-5-0.ilford.ukcore.bt.n
et [109.159.248.129]
0/ 100 = 0% |
9 --- 100/ 100 =100% 89/ 100 = 89% core1-pos3-1.birmingham.ukcore.bt.
net [62.6.204.9]
0/ 100 = 0% |
10 --- 100/ 100 =100% 89/ 100 = 89% core1-pos9-0.glasgow.ukcore.bt.net
[194.74.16.174]
0/ 100 = 0% |
11 --- 100/ 100 =100% 89/ 100 = 89% vhsaccess1-gig1-0.glasgow.fixed.bt
.net [217.32.170.146]
0/ 100 = 0% |
12 37ms 11/ 100 = 11% 0/ 100 = 0% ftip002676159.vhsaccess1.glasgow.f
ixed-nte.bt.net [213.121.156.38]

Trace complete.

C:\Users\andy>

 

 

Also thanks for your reply too arsagg. Currently using a wired connection as I stated in the first post.

I am a PC gamer.

 

download speed and upload speeds report fine but it seems to be a lie because my upload isn't what's being reported on the bt speedtester website:

 

Test1 comprises of two tests

1. Best Effort Test: -provides background information.
Download Speed
26659 Kbps

0 Kbps 29047 Kbps
Max Achievable Speed

> Download speedachieved during the test was - 26659 Kbps
For your connection, the acceptable range of speedsis 12000-29047 Kbps .
Additional Information:
IP Profile for your line is -29047 Kbps


2. Upstream Test: -provides background information.
Upload Speed
6773 Kbps

0 Kbps 10000 Kbps
Max Achievable Speed

>Upload speed achieved during the test was - 6773 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 10000 Kbps

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Xplicit
Aspiring Contributor
11,599 Views
Message 5 of 18

Re: Packet Loss!

I hate to double post, but anyone out there? 😛

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Xplicit
Aspiring Contributor
11,561 Views
Message 6 of 18

Re: Packet Loss!

???
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Xplicit
Aspiring Contributor
11,534 Views
Message 7 of 18

Re: Packet Loss!

Hate to spam but this thread goes to the second page ratherly quicker and that make doesn't people interested in viewing my problem 😞 help? anyone? 🙂

0 Ratings
Mac
Contributor
11,499 Views
Message 8 of 18

Re: Packet Loss!

Hey Xplicit,

 

Hammering you head on a brick wall eh, been there but don't loose hope. You are going in the right direction in using the pathping to highlight packet loss as it identifies where the issues lies. In your case it is Node 3 as the fault is always where the packet loss begins.

 

3 16ms 9/ 100 = 9% 3/ 100 = 3% 217.32.141.62
0/ 100 = 0% |

 

My advice is to run a few more pathpings when the problem is at it's worst to show the extend of the problem as the BT network can deal with a small amount of packet loss without affecting your circuit. After I got through this by persistancing when pathpings where showing heavy and constant packet loss was present, it got cleared up. In doing so I learned that you need to ignore any hop that has 100% packet loss as the node is firewalled and does not responded when you ping it directly. This is also true for packet loss in the core as you are pining these nodes directly instead of these nodes doing their job and routing traffic through them. BT has to protect its servers from attack that will affect performance so don't bang on that door as it will only furstrate you. 

 

So I thought I would throw up a pathping ping that shows the 100% packet loss and ran a constant ping while writing this post to show that if this packet loss was causing a problem then it would be seen in a constant ping.

 

To resolve this you don't need an engineer but rather the fault booked to some network diagnostics team that look at what your getting and a little time later it gets fixed. This did take a few weeks so hang in there and keep emailing in your pathpings and case ref so they have everything in one place to investigate

 

Reply from 212.58.246.92: bytes=32 time=49ms TTL=50
Reply from 212.58.246.92: bytes=32 time=49ms TTL=50
Reply from 212.58.246.92: bytes=32 time=44ms TTL=50
Reply from 212.58.246.92: bytes=32 time=44ms TTL=50
Reply from 212.58.246.92: bytes=32 time=45ms TTL=50

Ping statistics for 212.58.246.92:
    Packets: Sent = 666, Received = 666, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 41ms, Maximum = 189ms, Average = 45ms
Control-C
^C

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Mac>pathping www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.244.69]
over a maximum of 30 hops:
  0  Black_Knight.home [192.168.1.65]
  1  api.home [192.168.1.254]
  2  217.47.187.186
  3  217.47.187.145
  4  213.1.69.162
  5  213.120.157.30
  6  213.120.157.178
  7  acc1-10GigE-1-3-0.mr.21cn-ipp.bt.net [109.159.250.86]
  8  109.159.250.17
  9  core1-pos1-0-0.telehouse.ukcore.bt.net [62.6.201.82]
 10  194.74.65.42
 11  212.58.238.153
 12  212.58.239.62
 13  212.58.251.44
 14  bbc-vip114.telhc.bbc.co.uk [212.58.244.69]

Computing statistics for 350 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Black_Knight.mshome.net [192.168.1
.65]
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  api.home [192.168.1.254]
                                0/ 100 =  0%   |
  2   34ms     0/ 100 =  0%     0/ 100 =  0%  217.47.187.186
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  217.47.187.145
                                0/ 100 =  0%   |
  4   40ms     0/ 100 =  0%     0/ 100 =  0%  213.1.69.162
                                0/ 100 =  0%   |
  5  ---     100/ 100 =100%   100/ 100 =100%  213.120.157.30
                                0/ 100 =  0%   |
  6  ---     100/ 100 =100%   100/ 100 =100%  213.120.157.178
                                0/ 100 =  0%   |
  7   42ms     0/ 100 =  0%     0/ 100 =  0%  acc1-10GigE-1-3-0.mr.21cn-ipp.bt.n
et [109.159.250.86]
                                0/ 100 =  0%   |
  8   44ms     0/ 100 =  0%     0/ 100 =  0%  109.159.250.17
                                0/ 100 =  0%   |
  9   45ms     0/ 100 =  0%     0/ 100 =  0%  core1-pos1-0-0.telehouse.ukcore.bt
.net [62.6.201.82]
                                0/ 100 =  0%   |
 10   52ms     0/ 100 =  0%     0/ 100 =  0%  194.74.65.42
                                0/ 100 =  0%   |
 11   51ms     0/ 100 =  0%     0/ 100 =  0%  212.58.238.153
                                0/ 100 =  0%   |
 12   46ms     0/ 100 =  0%     0/ 100 =  0%  212.58.239.62
                                0/ 100 =  0%   |
 13   47ms     0/ 100 =  0%     0/ 100 =  0%  212.58.251.44
                                0/ 100 =  0%   |
 14   45ms     0/ 100 =  0%     0/ 100 =  0%  bbc-vip114.telhc.bbc.co.uk [212.58
.244.69]

Trace complete.

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Xplicit
Aspiring Contributor
11,492 Views
Message 9 of 18

Re: Packet Loss!

Thanks for your reply! my packet loss is always around 10 - 15% enough to not be able to online game properly, heh. 😞

 

 

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\andy>pathping bt.net

Tracing route to bt.net [193.113.211.125]
over a maximum of 30 hops:
0 andy-PC.home [192.168.1.67]
1 api.home [192.168.1.254]
2 217.32.141.35
3 217.32.141.62
4 213.120.161.50
5 217.41.222.58
6 217.41.222.182
7 acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt.net [109.159.248.202]
8 core2-te0-13-0-4.ealing.ukcore.bt.net [109.159.248.149]
9 core2-pos9-0.manchester.ukcore.bt.net [62.6.204.198]
10 core2-pos9-0.glasgow.ukcore.bt.net [194.74.16.178]
11 vhsaccess1-gig2-0.glasgow.fixed.bt.net [217.32.170.158]
12 ftip002676159.vhsaccess1.glasgow.fixed-nte.bt.net [213.121.156.38]
13 * * *
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 andy-PC.home [192.168.1.67]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% api.home [192.168.1.254]
6/ 100 = 6% |
2 15ms 12/ 100 = 12% 6/ 100 = 6% 217.32.141.35
0/ 100 = 0% |
3 16ms 7/ 100 = 7% 1/ 100 = 1% 217.32.141.62
0/ 100 = 0% |
4 18ms 14/ 100 = 14% 8/ 100 = 8% 213.120.161.50
0/ 100 = 0% |
5 --- 100/ 100 =100% 94/ 100 = 94% 217.41.222.58
0/ 100 = 0% |
6 18ms 15/ 100 = 15% 9/ 100 = 9% 217.41.222.182
0/ 100 = 0% |
7 --- 100/ 100 =100% 94/ 100 = 94% acc2-10GigE-0-0-0-5.bm.21cn-ipp.bt
.net [109.159.248.202]
0/ 100 = 0% |
8 --- 100/ 100 =100% 94/ 100 = 94% core2-te0-13-0-4.ealing.ukcore.bt.
net [109.159.248.149]
0/ 100 = 0% |
9 --- 100/ 100 =100% 94/ 100 = 94% core2-pos9-0.manchester.ukcore.bt.
net [62.6.204.198]
0/ 100 = 0% |
10 --- 100/ 100 =100% 94/ 100 = 94% core2-pos9-0.glasgow.ukcore.bt.net
[194.74.16.178]
0/ 100 = 0% |
11 --- 100/ 100 =100% 94/ 100 = 94% vhsaccess1-gig2-0.glasgow.fixed.bt
.net [217.32.170.158]
0/ 100 = 0% |
12 34ms 6/ 100 = 6% 0/ 100 = 0% ftip002676159.vhsaccess1.glasgow.f
ixed-nte.bt.net [213.121.156.38]

Trace complete.

 

http://www.pingtest.net/result/26862957.png

0 Ratings
Mac
Contributor
11,452 Views
Message 10 of 18

Re: Packet Loss!

Xplicit I missed it before mate but there seems to be 6% packet loss between hop 1 and 2. is this there on all your pathpings? Also, i assume that you are exporting the pathping putput to a text file which makes everything allign left. This is a little harder to read (I like it spaced out - personally preference) so i suggest right clikcing the blue bar at the top of the DOS prompt screen and goign to EDIT then SELECT ALL. The press  ENTER to copy everything in grey and paste to where ever you need.

 

This 6% packet loss will be the results of a ping between hops 1 and 2 and can be either a fault either at your house or the BT exchange. i assume that when you spoke with technical support a few times they ssent you a new router which you swapped out and changed all cabling/filters? Also try the router into the test socket and runa nother pathping as if the 6% is no longer present then a wiring fault in your house. I would suspect the issue is at your house as the engineers would see problem on the exchange equipment for which there will be many customer connected too.

 

Unfortunately it is going to take a little more effort from yourself to locate this issue but keep sending the pathpign ping in and updating the same case reference.

 

Post - 25-10-2010 13h35
0 andy-PC.home [192.168.1.67]
  0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% api.home [192.168.1.254]
  6/ 100 = 6% |
2 15ms 6/ 100 = 6% 0/ 100 = 0% 217.32.141.35
  0/ 100 = 0% |
3 16ms 9/ 100 = 9% 3/ 100 = 3% 217.32.141.62
  0/ 100 = 0% |

Post - 26-10-2010 23h37
0 andy-PC.home [192.168.1.67]
  0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% api.home [192.168.1.254]
  6/ 100 = 6% |
2 15ms 12/ 100 = 12% 6/ 100 = 6% 217.32.141.35
  0/ 100 = 0% |
3 16ms 7/ 100 = 7% 1/ 100 = 1% 217.32.141.62

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