For queries about your TalkTalk broadband service.
on 06-02-2023 05:51 PM
Been experiencing serious network lag showing continuous packet loss (excess of 30%) using an online system - Second Life (SL).
SL is based around Portland USA and uses Amazon Web Services.
I have the standard 'Talktalk Wi-Fi Hub', 60mbps fibre and speed test show excellent results.
What I've done so far:-
-reset / repower the router (a few times)
-tested with router plugged it into the main network socket
-tried both wifi and wired
-tested on both windows 7 and 11
-tested on both laptop and desktop
-and .. followed all configuration suggestions from SL forums re network issues.
One SL suggestion was to use Network software called WinMTR to trace network activity across to USA. I've checked out many websites over there particularly in Portland.
The WinMTR results are interesting .. most sites show no packet loss .. not surprising as I don't have performance problems with most web sites, however I've found 2 that give me heavy packet loss (30% plus) - and both show the final destination hostname appended with 'amazonaws.com'.
One other suggestion was to try using a VPN .... EUREKA .. . NO NETWORK LAG, NO SL PACKET LOSS .. and this was the case whether I use a VPN region in UK, USA or even New Zealand.
Great result but obviously I shouldn't have to pay for a VPN and shouldn't need to use one to have a network without heavy packet loss. So, apart from VPN or giving up SL, what's the real solution ?
on 18-02-2023 06:36 PM
Hi Michelle .. I'm still struggling the same problem. It might help if you also see a ping and tracert to Portland State University (pdx.edu). I mentioned that the problem looks less like just Second Life but more like how I get through your network across to the AWS network in Oregon, USA. I'm guessing though but might mean something to your experts. I'll paste via PM as before .. one with packet loss (without VPN) and the other with VPN (no packet loss).
on 17-02-2023 06:44 AM
Morning,
Thanks for the PM and I will let you know as soon as I receive an update back.
Thanks
on 16-02-2023 04:48 PM
Thank you Michelle .. However .. couldn't paste txt files into PM so started pasting the actual text of each ping / trace. Quite lengthy so sent a PM for each test. Then after 4 PMs it said I'd reached the limit of PMs. let me know if you need any more
on 16-02-2023 09:21 AM
Hello,
I need to send the pings and traces to our Network Team but I can't copy the images from your PM. Would it be possible to send the pings and traces to us again via a Private Message but paste them in a plain text please?
Thanks
on 16-02-2023 08:37 AM
Morning,
Just a quick update to advise that I've not forgotten your post and that I'm just awaiting an update back from our Network Team.
Thanks
on 15-02-2023 12:39 PM
Hello,
One of our Network engineers is taking a look and I'm hoping to know more soon.
Thanks
on 15-02-2023 11:28 AM
Good morning Pageant. I shouldn't be pleased that you have the problem but that's the best response I 've had upto now .. I've been pulling my hair out wondering why no one else has the same problem. Nic1987 came up with an interesting suggestion .. try other DNS addresses. That was a learning curve .. I tried 1.1.1.1 and 8.8.8.8 but unfortunately made no difference. I don't have a clue what else to do unless Talktalk come up with something. As I said using VPN takes away the problem but don't want to go down that route.
on 15-02-2023 09:52 AM
Hello,
I've asked one of our Network Team if they are aware of any issues and will post back as soon as I receive an update.
Thanks
on 15-02-2023 09:39 AM
Morning Sleepy, Im having the same problem with high packet loss with SL, im also having issues with being able to log in unless i have VPN on. SL support help with running tests etc they feel its a IP address issue. Im Also trying to get help here in TalkTalk forums, hopefully they can find a fix
on 15-02-2023 06:42 AM
Morning,
I'm sorry for the delay. I've requested an update from the faults team now.
Thanks
on 14-02-2023 04:01 PM
Hi any news from the fault team? Still get the same horendous packet loss every time I try to use SL. Still 100% fine if I use VPN
on 13-02-2023 07:17 AM
Hello,
As soon as my colleague receives an update from our faults team then we will post back here straight away.
Thanks
on 12-02-2023 12:15 PM
Read up on DNS servers. I changed the DNS to 1.1.1.1 .. didn't make any difference . Then tried 8.8.8.8 - no difference. Tried the VPN again and while it's active, as before, the problem goes away.
on 11-02-2023 10:46 PM
Have you tried 3rd party dns servers?
on 10-02-2023 07:36 AM
OK thanks. I'll pass this over to our network team and ask them to take a look. I'll let you know when I receive an update
Chris
Chris, Community Team
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on 09-02-2023 03:29 PM
As I said before (messages 7 and 8), apart from using a VPN, the packet loss is always there and always high , anytime I use SL.
on 09-02-2023 03:02 PM
Thanks for the information. Could I just ask, does the poor performance depend on time of day at all or is it always the same as far as you are aware?
Chris
Chris, Community Team
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on 09-02-2023 11:54 AM
Problem still as bad as ever. A couple more intersting pics. I mentioned that SL runs out of an AWS service based Oregon,USA. These pics (I was using cloudpingtest.com/aws) are ping testing AWS Oregon using whatever route TalkTalk takes and the second pic with VPN (UK) enabled. Amazing difference. Hope it helps.
on 08-02-2023 04:21 PM
Pings and Tracerts done and sent in PM
on 08-02-2023 02:41 PM
OK thanks. Can you run a set of pings and a set of trace routes to the second life website and PM me the results
Run a Ping or Traceroute - TalkTalk Help & Support
Thanks
Chris
Chris, Community Team
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