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astroman
Contributor
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Message 1 of 35

some help please

could someone have a look at the attached image from ping plotter and let me know whats going on ie why i have 100% constant packet loss on hops 2, 3 and 12, and why I'm having the regular bursts of 100% packet loss. This is happening on wired and wireless connections.

 

My connection is virtually unusable, and watching internet tv is impossible. I dont lose connection, just webpages fail to load. Many thanks

 

www.google.jpg

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astroman
Contributor
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Message 2 of 35

Re: some help please

hub stats

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ61936808

Firmware version:

SG4B10002244

Firmware updated:

27-Apr-2017

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 1 Hours 27 Minutes 31 Seconds

Data rate:

20.00 kbps / 71.34 kbps

Maximum data rate:

20000 / 73776

Noise margin:

12.9 / 6.3

Line attenuation:

14.7

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

1 MB Uploaded / 15 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-CMCW

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-CMCW

5 GHz wireless channel:

Smart (Channel 40)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

 

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
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Message 3 of 35

Re: some help please

hops 2 3 and 12 are configured not to respond to pings no fault there hop 13 is more your problem
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astroman
Contributor
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Message 4 of 35

Re: some help please

this is the graph when webpages won't load www.google1.jpg

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Distinguished Sage
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Message 5 of 35

Re: some help please

try using bbc.co.uk and se if you have the same problem also google.co.uk
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astroman
Contributor
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Message 6 of 35

Re: some help please

this is the google.co.uk onewww.google.co.uk.jpg

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astroman
Contributor
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Message 7 of 35

Re: some help please

hub lost connection to BT this morning, as it has done since Wednesday when all this started, still getting massive packet loss at 5-10 minute intervals, internet channels on the youview box are unwatchable as it keeps disconnecting and browsing is almost impossible.

 

Can anyone help please?

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Distinguished Sage
Distinguished Sage
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Message 8 of 35

Re: some help please

@astroman

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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astroman
Contributor
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Message 9 of 35

Re: some help please

when i reported the problem Thursday, BT sent a phone engineer out as they found a fault on the line, he fixed it, but the internet problem persisted. He ran a quiet test and said everything was fine. If the problem continued I would have to get a broadband engineer out.

 

I phoned BT yesterday and they ran some tests and said my line and connection are fine, couldn't explain the packet loss and loss of internet though.

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astroman
Contributor
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Message 10 of 35

Re: some help please

as i tried to post the above, it went down completely, couldn't even bring up the smart hub page

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