topic Re: Packet Loss on FTTP in Full Fibre

Packet Loss on FTTP

Thecreator — Thu, 01 Feb 2024 22:16:33 GMT

Hi All

I have recently been connected to FTTP in December and ever since I am finding it very difficult to play online games due to a mysterious 'input lag'.

This week I have been in contact with Riot Games who have asked me to carry out a few tests, after using a program called pingplotter as suggested I seem to be getting high packet loss based off the results. The download speeds seem to be perfect & ping seems to be find but the latency is just horrendous when trying to play online.

I was wondering if anyone else has had this issue before when moving from FTTC to FTTP? the online checker does say there is an issue with my line but after a few days the ticket just gets closed with no updates which I have done a few times now.

My current setup is 2x eero 6 pro's connected to one another via ethernet then from the second eero to my pc also by ethernet, I have also tried a custom router which only provides the same results so surely must be an issue with the line.

Anyway, some advise would be grateful as the Talktalk support keep closing my tickets with no results!

Thanks 🙂

Re: Packet Loss on FTTP

Chris-TalkTalk — Fri, 02 Feb 2024 08:15:46 GMT

Hi Thecreator,

Could you first of all switch the ONT and eero's off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: Packet Loss on FTTP

Thecreator — Fri, 02 Feb 2024 11:36:59 GMT

Hi Chris

Thanks for the reply! I have tried as you suggested but unfortunately no changes.

I have spoken to the tech team on the chat and they have advised there is something wrong with the line and in the end mentioned the line on their end needed a firmware update.

Do you have an idea what they would mean by a firmware update on the line? Since this has been actioned I have rebooted everything again but unfortunately still no changes.

I was wondering if it could be the eero devices so have tried my Draytek but still the same issues so I’m not sure if it’s the physical line that’s got an issue?

Any help or advise would be appreciated.

Re: Packet Loss on FTTP

Chris-TalkTalk — Fri, 02 Feb 2024 15:20:48 GMT

Sorry, don't know what they mean by a firmware update on the line. Can you please add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Chris

Re: Packet Loss on FTTP

Thecreator — Fri, 02 Feb 2024 15:30:54 GMT

Hi Chris

to be honest I don’t know what they were on about either, I have updated my profile 🙂

Re: Packet Loss on FTTP

Chris-TalkTalk — Mon, 05 Feb 2024 08:23:14 GMT

OK thanks. How has it been over the weekend, has there been any improvement?

Chris

Re: Packet Loss on FTTP

Thecreator — Mon, 05 Feb 2024 09:33:22 GMT

Hi Chris

Sadly no improvement, I have however been updated by the line checker that an openreach engineer will be attending to look at the exchange so hopefully this resolves the issue!

Re: Packet Loss on FTTP

Chris-TalkTalk — Mon, 05 Feb 2024 09:36:48 GMT

OK, please let us know how you get on

Chris

Re: Packet Loss on FTTP

Thecreator — Tue, 06 Feb 2024 15:04:38 GMT

Hi Chris

Just been on the live chat again as I don’t even think openreach ended up going to the exchange, they have advised me that they will look into it more.

However, just now I have noticed the ticket has been closed as the issue resolved when it clearly isn’t.

What nobody seems to be grasping is that I have 100% packet loss, when testing download speeds etc the line looks perfectly normal so they won’t see that.

Is there anyway we can get this escalated? Or even so if there’s a contact for openreach I could talk to myself? It’s been going on for nearly 2 months now and is becoming quite frustrating. Even when I go on the line tester it still states there’s an issue with my line so how this isn’t being picked up is beyond me.

Any help would be appreciated! 🙂

Re: Packet Loss on FTTP

Chris-TalkTalk — Wed, 07 Feb 2024 12:57:11 GMT

Hi Thecreator,

Could you switch the ONT and eero off for 30 minutes again please then switch back on and retest. If there's no improvement I'll escalate it to our further fibre team

Chris

Re: Packet Loss on FTTP

Thecreator — Wed, 07 Feb 2024 20:01:31 GMT

Hi Chris

unfortunately no joy after turning it on and off again, I did speak to a great guy on the tech team yesterday who advised he was going to do a resync of the line and hopefully would solve it but over 24 hours later nothing.

Apparently openreach have also advised there’s nothing wrong with the line which I’m starting to think there maybe physical damage to the cable causing it.

If it could be escalated that wouldn’t be great! I have also recently discovered video calls are also effected by the packet loss so there is definitely something wrong with the line as I had 0 issues before switching over to FTTP.

Thanks

Re: Packet Loss on FTTP

Anonymous — Thu, 08 Feb 2024 07:05:06 GMT

Good morning,

I'm sorry to hear this. Just before we pass this over can I just confirm, is the packet loss also present at the ONT with the eeros removed?

Thanks

Michelle

Re: Packet Loss on FTTP

Thecreator — Thu, 08 Feb 2024 11:08:38 GMT

Hi Michelle

Yeah the packet loss still existed from the ONT when removing the eeros devices, I tested it with my own router and still existed. 🙂

Thanks

Re: Packet Loss on FTTP

Anonymous — Thu, 08 Feb 2024 11:16:59 GMT

Morning,

Great, thanks for confirming.

Apologies, could you also add your Account number or TT telephone to your Community Profile. Please do not post any personal information on the Community.

Michelle

Re: Packet Loss on FTTP

Thecreator — Thu, 08 Feb 2024 11:50:12 GMT

Hi Michelle

I’ve added that to my profile now so hopefully you should see it 🙂

Re: Packet Loss on FTTP

Chris-TalkTalk — Thu, 08 Feb 2024 12:22:22 GMT

OK, I've passed it to our Future Fibre team for further investigation. We'll let you know when we receive an update or they may contact you directly

Chris

Re: Packet Loss on FTTP

Thecreator — Tue, 13 Feb 2024 21:59:52 GMT

Hi Chris

Sorry me again!!

I missed a call from someone at the team but unfortunately the number that they called off doesn't accept incoming calls, the ticket was then marked as resolved. I have noticed that the issue with video calls etc has now gone which is a plus but a certain online game is still affected.

I have been going back and forwards with Riot Games and they have now advised that the packet loss is coming from a routing issue on TalkTalks side, basically the packets are taking a bad route which is causing the 100% packet loss before it even hits their servers, they have advised the below.

In case your ISP needs all the details regarding the route that we're using provide them our PeeringDB page and suggest them to contact us directly https://www.peeringdb.com/net/5918

Could you pass this on to the team higher up as I'm guessing they will understand what they mean?

Thanks for all your help so far! just one more thing left to resolve! 🙂

Re: Packet Loss on FTTP

Chris-TalkTalk — Wed, 14 Feb 2024 08:27:33 GMT

Thanks for the update. Glad to hear the issue has been at least partially fixed. I'll pass on the other details to our Future Fibre team

Chris

Re: Packet Loss on FTTP

Thecreator — Mon, 19 Feb 2024 22:29:35 GMT

Hi Chris,

Did you get a response in regards to the routing issues from the fibre team? I’ve been testing since your last response and there’s no improvements so for the time being have moved to single player games.

The most frustrating part is that this only started happening after my new FTTP line was activated and moved from FTTC copper lines.

The ticket has now been closed on my account so out of curiosity I ran the automated fibre line checker again and it still states there is an issue with the line so I honestly don’t know what they’re missing 😕

Re: Packet Loss on FTTP

Anonymous — Tue, 20 Feb 2024 07:29:07 GMT

Morning,

I'm really sorry for the delay. I've contacted our Faults Escalation Team now and have asked if they can provide an update ASAP.

Thanks

Michelle