cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
philbranton
Beginner
1,113 Views
Message 1 of 10

High Latency to all types of server and massive packet loss.

Hi everyone,

 

I'm hoping someone can help me. I recently had BT unlimited broadband installed at my house (and have had nothing but bother from day 1). When I finally thought my troubles were over after a few days of normality my latency is now constantly somewhere between 50 and 600ms depending on what I'm pinging too. I also always have SOME packet loss on the line. Today it's been sitting at about 20% shooting upto 70%. I have spoken to a customer service advisor who wanted me to change some wireless settings in the HH4. He said they may take a few days to take effect but since then nothing has changed, infact it's gotten worse. I don't know what to do next other than attempt to get out of the contract as I've not actually received anything close to an acceptable service other than about 3 days worth (literally) before this latest problem.

 

Also please note that although my download speed is low, this is NOT the problem. I should still be able to get better latency to UK/Euro based servers and surely ANY loss on a line is not to be expected. nevermind the numbers im seeing. Video streaming anything over 360p is all but impossible and gaming is a distant dream at this point in time.

 

If anyone can offer any assistance I'd very much appreciate it. Please see below for some (hopefully) relevant info/stats....

 

No service issues detected in my area....

 

Ping from Wholsale Test: 153.75

 

 

 Download speedachieved during the test was - 1.55 Mbps
 For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
 IP Profile for your line is - 1.69 Mbps

 

 

 

Upload speed achieved during the test was - 0.33Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.45 Mbps

 

 

Here is a screengrab of my connection connected to a UK based voip server while nothing else is using the network.

 

 

Connection.jpg

 

Helpdesk....

 

1. Product name:BT Home Hub
2. Serial number:+068534+NQ52017348
3. Firmware version:Software version 4.7.5.1.83.8.130.1.26.1.1 (Type A) Last updated 22/04/16
4. Board version:BT Hub 4A
5. ADSL uptime:1 days, 00:07:29
6. Bandwidth:448 / 1920
7. Data sent/received:386.6 MB / 3.4 GB
8. Broadband username:bthomehub@btbroadband.com
9. BT Wi-fi:Yes
10. 2.4 GHz Wireless network/SSID:BTHub4-KCPG
11. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
12. 2.4 GHz Wireless security:WPA and WPA2
13. 2.4 GHz Wireless channel:11
14. 5 GHz Wireless network/SSID:BTHub4-KCPG
15. 5 GHz Wireless connections:Enabled (802.11 a/n (up to 300 Mb/s))
16. 5 GHz Wireless security:WPA2
17. 5 GHz Wireless channel:Automatic (Smart Wireless)
18. Firewall:Default
19. MAC Address:54:64:d9:1d:45:00
20. VPI/VCI:0 / 38
21. Modulation:G.992.1 Annex A
22. Latency type:Interleaved
23. Software variant:-
24. Boot loader:-

 

 

Not sure how much of the event log to post... here is an hours worth...The device connections/disconnects were me connecting the Lapto directly to the router to run line tests etc.

 

Time and date Message

18:51:17, 08 May.(86894.820000) Admin login successful by 192.168.1.67 on HTTP
18:45:28, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52852-​>[216.58.213.174]:443 on ppp0)
18:44:09, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52839-​>[178.250.0.100]:80 on ppp0)
18:44:08, 08 May.(86465.970000) System Error Failed SD-​100 (1)
18:43:34, 08 May.(86431.540000) CWMP: session completed successfully
18:43:34, 08 May.(86431.320000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
18:43:31, 08 May.(86428.420000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
18:43:31, 08 May.(86428.410000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'
18:43:30, 08 May.(86427.790000) CWMP: Initializing transaction for event code 2 PERIODIC
18:31:28, 08 May.IN: BLOCK [16] Remote administration (ICMP type 8 code 0 195.22.245.166-​>86.153.28.196 on ppp0)
18:30:49, 08 May.IN: BLOCK [16] Remote administration (TCP [61.178.42.242]:35843-​>[86.153.28.196]:22 on ppp0)
18:30:46, 08 May.IN: BLOCK [16] Remote administration (TCP [172.99.116.172]:54377-​>[86.153.28.196]:22 on ppp0)
18:28:18, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52454-​>[66.235.139.205]:443 on ppp0)
18:28:14, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52452-​>[66.235.139.205]:443 on ppp0)
18:27:19, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52352-​>[216.58.214.14]:443 on ppp0)
18:27:17, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52401-​>[66.235.139.205]:443 on ppp0)
18:27:09, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52400-​>[66.235.139.205]:443 on ppp0)
18:26:56, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52401-​>[66.235.139.205]:443 on ppp0)
18:26:32, 08 May.(85409.520000) Admin login successful by 192.168.1.67 on HTTP
18:12:29, 08 May.OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.67]:52019-​>[66.235.148.141]:80 on ppp0)
18:04:49, 08 May.(84106.660000) Device disconnected: Hostname: Kim-​HP IP: 192.168.1.70 MAC: 44:1e:a1:d8:78:dd
18:04:49, 08 May.(84106.660000) Device disconnected: Hostname: PS4-​0c-​fe-​45-​c6-​fd-​4f IP: 192.168.1.68 MAC: 0c:fe:45:c6:fd:4f
18:04:49, 08 May.(84106.140000) Lease for IP 192.168.1.66 renewed by host Kim-​HP (MAC ac:81:12:95:ac:27). Lease duration: 1440 min
18:04:49, 08 May.(84106.140000) Device connected: Hostname: Kim-​HP IP: 192.168.1.66 MAC: ac:81:12:95:ac:27 Lease time: 1440 min. Link rate: 72.2 Mbps
18:04:49, 08 May.(84106.040000) Lease requested
18:04:48, 08 May.wlan0: STA ac:81:12:95:ac:27 IEEE 802.11: Client associated
18:02:26, 08 May.OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.67]:51922-​>[216.58.214.35]:443 on ppp0)
18:01:31, 08 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.153.28.196-​>74.125.133.188 on ppp0)
18:01:28, 08 May.BLOCKED 3 more packets (because of ICMP replay)
18:01:27, 08 May.OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.153.28.196-​>74.125.133.188 on ppp0)
17:55:00, 08 May.(83517.490000) Wire Lan Port 3 down
17:54:59, 08 May.(83516.420000) Device disconnected: Hostname: Kim-​HP IP: 192.168.1.70 MAC: 44:1e:a1:d8:78:dd
17:52:06, 08 May.IN: BLOCK [16] Remote administration (TCP [104.219.238.10]:40162-​>[86.153.28.196]:8080 on ppp0)
17:44:35, 08 May.(82892.480000) CWMP: session completed successfully
17:44:35, 08 May.(82892.250000) CWMP: HTTP authentication success from

 

Im pulling my hair out at this point. My internet is not usable yet BT say they are providing everything they said they'd provide. OK great. But surely they cant be advertising to deliver a service in an area if that service is all but unusable?

 

Quiet line test appears to be ....quiet.

 

Any help anyone can offer would be greatly appreciated.

 

Regards,

 

Phil

0 Ratings
9 REPLIES 9
imjolly
Distinguished Sage
Distinguished Sage
1,108 Views
Message 2 of 10

Re: High Latency to all types of server and massive packet loss.

Can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html

 

Are you you using the test socket with a new filter?

 

did you run the btspeedtester with a wired connection?  If not can you run wired and post results



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,106 Views
Message 3 of 10

Re: High Latency to all types of server and massive packet loss.

have you turned of smart setup  

 

 

 

Turn Off smart setup

 

 

 

have you split the networks   

 

 

 

Split the networks

 

 



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
philbranton
Beginner
1,102 Views
Message 4 of 10

Re: High Latency to all types of server and massive packet loss.

Checker.jpg

0 Ratings
philbranton
Beginner
1,100 Views
Message 5 of 10

Re: High Latency to all types of server and massive packet loss.

When you say test socket you mean the main openreach socket? If so then yes, new filter to. Speedtester was ran on wired connection.

 

I have disabled smart setup and split the channels.

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,093 Views
Message 6 of 10

Re: High Latency to all types of server and massive packet loss.

The test socket is here. test socket.jpg



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
philbranton
Beginner
1,089 Views
Message 7 of 10

Re: High Latency to all types of server and massive packet loss.

right ok, I can connect the filter to that. Then what would you like me to do?

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,087 Views
Message 8 of 10

Re: High Latency to all types of server and massive packet loss.

Run btspeedtester and post results as well as router stats



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
philbranton
Beginner
1,077 Views
Message 9 of 10

Re: High Latency to all types of server and massive packet loss.

Ok will do, I have to go out for the evening now but will post the results tomorrow. Thankyou for replying to my post.

0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
1,075 Views
Message 10 of 10

Re: High Latency to all types of server and massive packet loss.

Whenever you can. Always someone around



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings