topic Re: Ongoing packet loss issues (up to approx 15%) in Fibre

Ongoing packet loss issues (up to approx 15%)

Ezza1 — Fri, 05 Jan 2024 16:21:46 GMT

Since approx mid Dec I've been having packet loss issues, which is impacting video calls when working from home and gaming.

I have spoken to people via both chat and Twitter/X and frankly that's generally a waste of time as people don't appear to be able to read or understand the issue I'm raising, so I'm coming here instead. I have a complaint call outstanding for those issues.

I have reset the router a number of times (including leaving off for 30 mins) and from chat advice additionally factory reset the router, but the packet loss issues continue to exist. It can vary from a few percent up to 15% which you can imagine isn't great for online gaming, especially FPS games or for others when you end up rubber banding around the screen.

I have done various tests using different tools. Test via the Xbox interface, shows packet loss, Call of Duty displays in game packet loss, Cloudflare test shows packet loss. Packetloss.com shows packet loss, Pingplotter and running a cmd prompt pathping search shows packet loss.

When reviewing the results from the pathping it points to IP addresses owned by Talktalk (2.100.224.1 and 78.144.1.37 and 78.144.1.40) But staff I have spoken to via Chat and Twitter/X failed to seem to understand what packet loss is in the first place.

How do I get someone to both check the line properly and that your own equipment doesn't have issues? I had this issue back in June, but it eventually cleared itself (that was all over Twitter/X).

Any help you can offer please?

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Fri, 05 Jan 2024 16:26:42 GMT

Are you running PathPing over a wired (Ethernet) connection or a wireless one. Are other devices affected, or just this one?

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Fri, 05 Jan 2024 17:04:10 GMT

All wired tests from 2 different laptops using different ethernet cables and the Xbox is also wired.

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Fri, 05 Jan 2024 22:09:18 GMT

Hi @Ezza1

Please can you PM me the output from PathPing or a tracert, so I can check it? The reason I want them in a PM, is so that it preserves your privacy.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Sat, 06 Jan 2024 17:35:34 GMT

DM sent Keith with pathping and tracert, along with some pictures of the ducting 1400m from my house, missing cover and water in it. Imagine with all the rain recently it's probably been a lot fuller.

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Sun, 07 Jan 2024 13:29:58 GMT

HI @Ezza1

5% packets lost whilst sounding like nothing, can impact real-time IP traffic if using UDP.

What type of fibre or otherwise package do you have?

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Sun, 07 Jan 2024 13:41:30 GMT

Fibre 35 and get a max 25mb download as it must be approx 1km to the green box which isn't even in the village.

Video calling and gaming are definitely being impacted and this generally hasn't been an issue in the past, apart from in June 23, when it cleared.

I run with in game stats showing in COD MW3 and have had packet loss showing over 15%. The 5% pathping packet loss is lower that it has been.

I'm close to leaving Talktalk as Virgin are now in the village and I can get up to 1gb with them. Will see what my complaint call Tues brings.

Technically though, is anybody going to look at this and admit there's an issue?

Re: Ongoing packet loss issues (up to approx 15%)

Gliwmaeden2 — Sun, 07 Jan 2024 14:22:51 GMT

@Ezza1, you first posted when Talktalk support staff had closed for the day.

They are not on here at weekends, therefore the first opportunity for a reply is Monday.

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Sun, 07 Jan 2024 14:54:03 GMT

Thanks for that @Ezza1.

If you live approximately 1 km from the Fibre Cabinet, then a footway box about 1400M away, is nothing to do with your cable run to the cabinet. I notice that both your Pathping & tracert outputs are really of no relevance as they are routed to the BBC's website. Unless your games etc are hosted on their website, you need to make the server's target address that of the site hosting the games. Please can you do this, but this time get me a screenshot of the results, not a photo. Photos never give the same quality as a screenshot.

Re: Ongoing packet loss issues (up to approx 15%)

Chris-TalkTalk — Mon, 08 Jan 2024 08:12:00 GMT

Hi Ezza1,

Line test is passing, sync speed looks OK and connection is stable. Are you experiencing any problems with your telephone service, any noise on the line? Is your router currently connected to your test socket?

Chris

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Mon, 08 Jan 2024 10:57:06 GMT

We barely use the telephone, but not aware of any issues.

Router is permanently in the test socket.

Another pathping to a COD MW3 London server 51.145.56.125 shows packet loss on the journey to IPs listed as Talktalk owned 2.100.224.1 / 78.144.1.37 / 78.144.1

40 similar to before.

Packet loss experienced in multiple games across 2 different wired Xboxes, video calls impacted across another wired laptop, multiple packetloss tests done on multiple tools which appear to show packet loss.

What does the line test measure, where from and for how long? Is it representative of my connection out to various gaming servers and via Teams calls?

Re: Ongoing packet loss issues (up to approx 15%)

Chris-TalkTalk — Mon, 08 Jan 2024 12:20:15 GMT

OK thanks. Can you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Mon, 08 Jan 2024 12:32:04 GMT

Hello Chris,

I've already done that more than once, then over chat with Dan after Christmas, I both restarted, then factory reset the router, which I then had to reconfigure. He also said he'd reset something your end, not sure what?

So having done this multiple times and still experiencing the same issue, not sure how doing it again will yield any different results? I understand there's a script to follow, but I'm going round in circles here.

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Mon, 08 Jan 2024 13:09:13 GMT

Hi @Chris-TalkTalk

The packet loss from the tests carried out by @Ezza1 were sent to me to look at. The loss occurred after his router & so it might be worthwhile getting your Networks dept to investigate. However, I must stress that the ones he sent were tested to another website, not the gaming one. I thus asked for another set to the correct servers to be sent to me, but as yet I have not seen them. He did however say there was not much difference.

Re: Ongoing packet loss issues (up to approx 15%)

Chris-TalkTalk — Mon, 08 Jan 2024 13:14:15 GMT

Thanks Keith. Ezza1 can you PM me the test results that Keith has asked for and I'll pass them to our Network team for investigation

Chris

Re: Ongoing packet loss issues (up to approx 15%)

Ssmith46 — Mon, 08 Jan 2024 13:24:17 GMT

Also having the exact same issue - with over 70% packet loss at times, since November....constant packet loss for over 3 months

Re: Ongoing packet loss issues (up to approx 15%)

KeithFrench — Mon, 08 Jan 2024 13:32:23 GMT

Hi @Ssmith46

If you want help, you cannot use someone else's thread if you want to get your problems resolved. You will need to provide as much technical information including:-

The package you are on.
The make/model of router you are using.
Are these over Ethernet or wireless connections?
Do these streams run over TCP or UDP?

There are many variables that might cause the problem & therefore the the solution could be totally different.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

Re: Ongoing packet loss issues (up to approx 15%)

Ssmith46 — Mon, 08 Jan 2024 13:34:36 GMT

i have created my own thread.

Please see below:
https://community.talktalk.co.uk/t5/Fibre/Constant-packet-loss-packet-delay-over-last-3-months/m-p/3013427

Fibre - 80/20mbps package (the best available).

Standard talktalk router, i have tried 2 of the same model.

Ethernet.

The packet loss test shown is ICMP from an external source to my external IP address

Re: Ongoing packet loss issues (up to approx 15%)

Ezza1 — Mon, 08 Jan 2024 13:58:26 GMT

DM/PM sent with 2 pics, should be readable, but they are the IPs I've quoted in the chat anyway.

Re: Ongoing packet loss issues (up to approx 15%)

Anonymous — Tue, 09 Jan 2024 14:24:10 GMT

Good afternoon,

Thanks for the PM. Would it be possible to re-send the PM to me but add the pings and traces as plain text please as I can't copy the image. I can then send this to our Faults Team for further investigation.

Thanks

Michelle