Re: Bad connection quality and ping spikes

xero · ‎25-04-2019

Ok, sorry for making this post again. I thought the issue resolved itself and I can't post to my original thread. My connection seems to be ok during 3am, but is unstable during the day.

I tested my connection last night and thought it was the browser I was using that reported incorrect results, but I tried again today and I have awful performance, regardless of the browser I'm using. Also checked my ping via the command line and have massive lag spikes.

Been dealing with really bad connection quality for the past month. Since April my download speed takes ages to hit max throughput.

Everytime I do a test on thinkbroadband i get this result:

'Quality 3.09(F) is worse than average 0.38 on your ISP(A) for VDSL2/FTTC'. I used to get 0.10 everytime...

The test is done hard wired, with no other devices running.

I also have QoS/Fair Queuing on my router to keep ping stable when a lot of bandwidth is being used but that doesn't even work anymore. I get ping spikes every second the moment I start saturating my connection.

Would also like to mention I've done the quiet line test with a wired phone and there's no noise.

I think there is congestion on the vlan I'm connected to and I'd like to know if I can get changed to a different one, thank you.

Picture of test:

https://i.imgur.com/NVWJa1g.png

NeilO · ‎25-04-2019

@xero welcome to the community, I'm sorry to see you're having problems with your connection. Is the problem only affecting your connection at peak times? Typically congestion issues only affect customers between 5pm and midnight.

If you could post your router stats we'll be happy to take a look?

xero · ‎26-04-2019

The connection only seems to be stable from 3am till 6am ish~

I've run the thinkbb speedtest on 4 different browsers and I keep getting F for quality because it takes ages for my connection to reach it's max speed.

Here are my line stats:

xdslcmd info --stats
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason:	1
Last initialization procedure status:	0
Max:	Upstream rate = 10510 Kbps, Downstream rate = 53012 Kbps
Bearer:	0, Upstream rate = 9999 Kbps, Downstream rate = 53693 Kbps
Bearer:	1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State:	L0
Mode:			VDSL2 Annex B
VDSL2 Profile:		Profile 17a
TPS-TC:			PTM Mode(0x0)
Trellis:		U:ON /D:ON
Line Status:		No Defect
Training Status:	Showtime
		Down		Up
SNR (dB):	 3.1		 6.6
Attn(dB):	 18.5		 0.0
Pwr(dBm):	 13.9		 7.4
			VDSL2 framing
			Bearer 0
MSGc:		-6		58
B:		227		236
M:		1		1
T:		0		23
R:		12		16
S:		0.1351		0.7543
L:		14216		2694
D:		4		1
I:		240		127
N:		240		254
Q:		4		0
V:		0		0
RxQueue:		128		0
TxQueue:		32		0
G.INP Framing:		18		0
G.INP lookback:		31		0
RRC bits:		0		24
			Bearer 1
MSGc:		122		-6
B:		0		0
M:		2		0
T:		2		0
R:		16		0
S:		8.0000		0.0000
L:		32		0
D:		1		0
I:		32		0
N:		32		0
Q:		0		0
V:		0		0
RxQueue:		0		0
TxQueue:		0		0
G.INP Framing:		0		0
G.INP lookback:		0		0
RRC bits:		0		0
			Counters
			Bearer 0
OHF:		0		1888497
OHFErr:		3		79
RS:		1792089492		2221972
RSCorr:		166172		5168
RSUnCorr:	0		0
			Bearer 1
OHF:		21909229		0
OHFErr:		0		0
RS:		175273338		0
RSCorr:		122		0
RSUnCorr:	0		0

			Retransmit Counters
rtx_tx:		1059806		26
rtx_c:		8866		106
rtx_uc:		67918		15854

			G.INP Counters
LEFTRS:		11		13
minEFTR:	53678		10001
errFreeBits:	544284752		207641889

			Bearer 0
HEC:		0		0
OCD:		0		0
LCD:		0		0
Total Cells:	1977319057		0
Data Cells:	1868716734		0
Drop Cells:	0
Bit Errors:	0		0

			Bearer 1
HEC:		0		0
OCD:		0		0
LCD:		0		0
Total Cells:	0		0
Data Cells:	0		0
Drop Cells:	0
Bit Errors:	0		0

ES:		11		76
SES:		10		0
UAS:		56		46
AS:		351923

			Bearer 0
INP:		51.00		0.00
INPRein:	1.00		0.00
delay:		0		0
PER:		0.00		8.70
OR:		0.01		58.79
AgR:		53810.60	10057.90

			Bearer 1
INP:		2.00		0.00
INPRein:	2.00		0.00
delay:		0		0
PER:		16.06		0.01
OR:		63.75		0.01
AgR:		63.75	0.01

Bitswap:	124648/124648		1153/1153

Total time = 1 days 21 hours 34 min 18 sec
FEC:		221012		9920
CRC:		547		79
ES:		11		76
SES:		10		0
UAS:		56		46
LOS:		1		0
LOF:		9		0
LOM:		0		0
Latest 15 minutes time = 4 min 18 sec
FEC:		63		0
CRC:		0		0
ES:		0		0
SES:		0		0
UAS:		0		0
LOS:		0		0
LOF:		0		0
LOM:		0		0
Previous 15 minutes time = 15 min 0 sec
FEC:		203		0
CRC:		0		0
ES:		0		0
SES:		0		0
UAS:		0		0
LOS:		0		0
LOF:		0		0
LOM:		0		0
Latest 1 day time = 21 hours 34 min 18 sec
FEC:		15698		47
CRC:		0		12
ES:		0		11
SES:		0		0
UAS:		0		0
LOS:		0		0
LOF:		0		0
LOM:		0		0
Previous 1 day time = 24 hours 0 sec
FEC:		59140		1595
CRC:		0		21
ES:		0		21
SES:		0		0
UAS:		0		0
LOS:		0		0
LOF:		0		0
LOM:		0		0
Since Link time = 4 days 1 hours 45 min 21 sec
FEC:		166172		5168
CRC:		3		79
ES:		1		76
SES:		0		0
UAS:		0		0
LOS:		0		0
LOF:		0		0
LOM:		0		0
#

xdslcmd info --pbParams
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason:	1
Last initialization procedure status:	0
Max:	Upstream rate = 10510 Kbps, Downstream rate = 53012 Kbps
Bearer:	0, Upstream rate = 9999 Kbps, Downstream rate = 53693 Kbps
Bearer:	1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Discovery Phase (Initial) Band Plan
US: (7,32) (871,1205) (1972,2782) 
DS: (33,859) (1216,1961) (2793,3970) 
Medley Phase (Final) Band Plan
US: (7,32) (871,1205) (1972,2758) 
DS: (33,859) (1216,1961) (2793,3970) 
	  VDSL Port Details		  Upstream		  Downstream
Attainable Net Data Rate:	    10510 kbps		    53012 kbps
Actual Aggregate Tx Power:	       7.4 dBm		     13.9 dBm
====================================================================================
  VDSL Band Status	U0	U1	U2	U3	U4	D1	D2	D3
  Line Attenuation(dB):	4.8	27.8	42.9	N/A	N/A	13.3	34.7	54.9
Signal Attenuation(dB):	4.8	26.9	41.4	N/A	N/A	16.6	34.4	54.9
        SNR Margin(dB):	6.5	6.6	6.6	N/A	N/A	3.1	3.2	3.2
         TX Power(dBm):	0.2	-15.7	6.5	N/A	N/A	11.4	7.7	7.0
#

xero · ‎26-04-2019

Did some more tests this morning at 5am (don't ask why I'm awake...) I guess what I said previously about it working properly between 3-6am is false.

These were all done with the Home Hub 3. I tried using the bt speedtester but everytime I clicked 'Further diagnostics' It would fail after 5 seconds and give me an error message. Tried using 3 different browsers and got the error everytime.

Notice how my upload speed immediately gets to top speed and it takes my download at least half the test to finally reach top speed.

https://i.imgur.com/7Ljm8Xj.png

NeilO · ‎26-04-2019

@xero Thanks for posting that info, I can't see anything out of the ordinary on your router stats but think it would be wise if we run some further checks from our side to see if anything can be picked up. I'll send you a Private Message with details on how you can get in contact with the mod team.

StephanieG · ‎28-04-2019

Hi @xero Thanks for sending us your details. I'm sorry for the problems you've been having with your broadband connection.

I ran a few checks and there doesn't appear to be a congestion problem at the exchange, however there's a team we can contact to double-check this so I'll give them a shout tomorrow when they're open again.

In the meantime, I am have sent a case to our suppliers to check your line, to make sure it's not affecting your broadband service (I know you have ran the quiet line test, but my initial checks show that there might actually be a fault there).

I should know more tomorrow, I'll get back in touch then.

Thanks

xero · ‎28-04-2019

Thank you Stephanie, sounds good.

StephanieG · ‎29-04-2019

Hi @xero

As you know, I checked your fault report today and was surprised to see that an engineer visited yesterday evening - that's probably the fastest I have ever seen an engineer being appointed for a job!

The engineer couldn't find any problems on the network, but he replaced the socket and recommended we replace your router, as the Openreach modem you have is faulty. We need to wait now for the replacement Hub I ordered today to be delivered, so I'll catch up with you then.

Congestion doesn't appear to be a problem at the exchange currently, so if you're still having problems with the replacement Hub we will need to send this off for further investigation.

Thanks

xero · ‎30-04-2019

Received the Home Hub 4 this morning but I can't set it up and run tests till late-late tonight. Our house has multiple people with multiple wireless devices running so I don't want to turn the router off and have everyone screaming "What's happened to the internet?"

I'll update tomorrow with the results.

xero · ‎01-05-2019

No luck with the Home hub 4 unfortunately 😞

Maybe it's the openreach modem causing the issue?

The engineer did say he suspects the modem might be the issue yet recommended to replace the router instead? Not sure why to be honest...

Same terrible F quality with the hh4 just like my other routers:

https://i.imgur.com/zmAVouI.png