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Ongoing broadband problems

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Community Team

Hi Ged

 

This fault has been passed to a line engineer first for investigation. We should receive further updates from BT Openreach within the next 48hrs.

 

Thanks

 

Debbie

Gerisjt
Team Player

Hi

 

I received a txt message today saying "we believe that your service issue has now been resolved" but it hasn't.

 

Can you make sure that this issue is left open please until it's fixed.

 

Thanks

Community Team

Hi Ged

 

I've requested an update on this fault from our Network Team and I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

Community Team

Hi Ged

 

BT Openreach have advised that they have completed work at the exchange. Is your router currently switched off?

 

Thanks

 

Debbie

Gerisjt
Team Player

Hi

 

The router is currently on. Do you want me to switch it off?

Community Team

Hi Ged

 

Please can you reboot the router, I can then check the connection stats.

 

Thanks

 

Debbie

Community Team

Hi Ged

 

Please can you monitor the connection over the weekend and let us know if you do experience any further issues (following the work completed by BT Openreach)

 

Thanks

 

Debbie

Gerisjt
Team Player

Will do thanks - the router has been rebooted.

Community Team

Hi Ged

 

I've checked the connection stats and  your line is showing in sync and connected for just over 1 day and 10 hours at 13.1mb.

 

How has the connection been over the weekend?

 

Thanks

 

Debbie

Gerisjt
Team Player

Hi Debbie

 

It's still intermittent unfortunately. 

 

Sometimes watching catch up tv is impossible. Speed tests sometimes don't complete as they timeout, but when they do they can give normal speed readings but high latency, such as 85ms.

 

Do you have any further ideas?

 

Thanks

Community Team

Hi Ged

 

I'm really sorry to hear this.

 

Are wired speed tests also timing out?

 

Debbie

Gerisjt
Team Player

Hi Debbie

 

We don't have any wired devices but my son will be bringing his laptop over at the weekend to do a wired test.

 

We are currently using an ipad to do the test, just a few feet away from the router with full wifi signal. Have also tried a mobile on wifi and got the same results.

 

Thanks

Community Team

Hi Gerisjt,

 

is the router situated close to other wireless or electrical devices that could be causing interference?

 

Chris

Gerisjt
Team Player

Hi Chris

 

The cordless phone is nearby but nothing else. We've had the phone for years and it hasn't hasn't caused any issues.

Community Team

Hi Gerisjt,

 

Ok thanks for confirming this and please let us know how the wired connection compares.

 

Thanks

 

Gerisjt
Team Player

Hi

 

It's Guy, Ged's son. I've run some tests today with my laptop plugged in to the router.

 

Talktalk's own speed test fails occasionally with the following message: 

Could not connect to the test server. A firewall could be blocking the connection or the
server might be having some issues. Please try again later.

 

The firewall is turned off on my laptop and google's speed test also fails when Talktalk's does, so this points to a connectivity issue.

 

When the test does run it gives seemingly normal results, i.e. latency of around 30ms, 11Mbps down and 1Mbps up. The latency is occasionally very high.

 

Please see the diagnostic data below. As you can see there is significant latency and packet loss of up to 13%

 

C:\Users\a>tracert google.com

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2  2932 ms  1110 ms  1754 ms  78.147.16.1
  3     *     1463 ms    27 ms  host-78-151-238-185.as13285.net [78.151.238.185]
  4    88 ms    28 ms   530 ms  host-78-151-238-188.as13285.net [78.151.238.188]
  5   447 ms    78 ms   784 ms  host-78-144-9-69.as13285.net [78.144.9.69]
  6   731 ms  1667 ms   130 ms  209.85.175.102
  7    46 ms    47 ms    47 ms  74.125.242.65
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10  3192 ms     *     1445 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete.

----

C:\Users\a>tracert talktalk.co.uk

Tracing route to talktalk.co.uk [107.162.133.62]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2   183 ms   925 ms  2108 ms  host-78-147-16-1.as13285.net [78.147.16.1]
  3    51 ms    40 ms    93 ms  host-78-151-238-185.as13285.net [78.151.238.185]
  4  1042 ms    69 ms   848 ms  host-78-151-238-188.as13285.net [78.151.238.188]
  5    78 ms    50 ms    89 ms  host-78-144-9-69.as13285.net [78.144.9.69]
  6    72 ms   307 ms    29 ms  host-78-144-14-15.as13285.net [78.144.14.15]
  7    40 ms    54 ms    55 ms  ix-ae-8-0.thar1.lrt-london.as6453.net [195.219.100.77]
  8    63 ms    66 ms   467 ms  if-ae-35-2.tcore1.l78-london.as6453.net [80.231.130.46]
  9   274 ms   447 ms  1461 ms  if-ae-30-2.thar2.ld5-slough.as6453.net [80.231.130.93]
 10   271 ms   991 ms   382 ms  80.231.48.173
 11   182 ms   618 ms  1099 ms  107.162.79.5
 12     *     2418 ms    31 ms  107.162.133.62

Trace complete.

----

C:\Users\a\Downloads\PSTools>ping 8.8.8.8 -t

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=1557ms TTL=54
Reply from 8.8.8.8: bytes=32 time=129ms TTL=54
Reply from 8.8.8.8: bytes=32 time=42ms TTL=54
Reply from 8.8.8.8: bytes=32 time=766ms TTL=54
Reply from 8.8.8.8: bytes=32 time=268ms TTL=54
Reply from 8.8.8.8: bytes=32 time=1503ms TTL=54
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1354ms TTL=54
Reply from 8.8.8.8: bytes=32 time=1362ms TTL=54
Reply from 8.8.8.8: bytes=32 time=39ms TTL=54
Reply from 8.8.8.8: bytes=32 time=576ms TTL=54
Reply from 8.8.8.8: bytes=32 time=3545ms TTL=54
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3980ms TTL=54
Reply from 8.8.8.8: bytes=32 time=505ms TTL=54
Reply from 8.8.8.8: bytes=32 time=1041ms TTL=54
Reply from 8.8.8.8: bytes=32 time=139ms TTL=54
Reply from 8.8.8.8: bytes=32 time=1478ms TTL=54
Request timed out.
Reply from 8.8.8.8: bytes=32 time=3937ms TTL=54
Reply from 8.8.8.8: bytes=32 time=100ms TTL=54
Reply from 8.8.8.8: bytes=32 time=70ms TTL=54
Reply from 8.8.8.8: bytes=32 time=35ms TTL=54
Reply from 8.8.8.8: bytes=32 time=479ms TTL=54
Reply from 8.8.8.8: bytes=32 time=29ms TTL=54

----

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              LOSS % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |  841 |  841 |    0 |    0 |   11 |    0 |
|            host-78-147-16-1.as13285.net -   12 |  473 |  420 |   23 |  876 | 4735 | 3237 |
|         host-78-151-238-185.as13285.net -   12 |  469 |  415 |   26 |  882 | 4755 | 4052 |
|         host-78-151-238-188.as13285.net -   13 |  469 |  412 |   26 |  859 | 4651 |  517 |
|            host-78-144-9-71.as13285.net -   12 |  469 |  416 |   27 |  865 | 4835 | 4052 |
|                          209.85.175.102 -   12 |  472 |  419 |   26 |  846 | 4730 | 3948 |
|                         108.170.246.161 -   12 |  470 |  415 |   27 |  844 | 4675 | 4025 |
|                           216.239.46.13 -   12 |  472 |  418 |   26 |  846 | 4624 | 4025 |
|          google-public-dns-a.google.com -   12 |  470 |  415 |   27 |  876 | 4786 | 3920 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

 

Community Team

Hi Gerisjt,

 

Thanks for the update and also for testing wired. I've passed this over to our Network Team for investigation. If you don't hear back by the end of today then please can you bump your thread and we can re-check for an update for you.

 

Thanks

 

Gerisjt
Team Player

Hi

 

Any news on this please?

 

High latency and packet loss again this evening. Speed tests constantly failing.

 

C:\Users\a>tracert google.com
Unable to resolve target system name google.com.

C:\Users\a>tracert google.com

Tracing route to forcesafesearch.google.com [216.239.38.120]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *     3870 ms     *     78.147.16.1
  3     *        *        *     Request timed out.
  4     *        *     1327 ms  host-78-151-238-184.as13285.net [78.151.238.184]
  5    56 ms   288 ms   444 ms  host-78-144-9-63.as13285.net [78.144.9.63]
  6   452 ms  3265 ms   682 ms  72.14.243.46
  7     *        *        *     Request timed out.
  8  1315 ms   765 ms   678 ms  any-in-2678.1e100.net [216.239.38.120]

Trace complete.

 

Community Team

Hi Gerisjt,

 

Our Network Team have advised that the next step will be to arrange an engineer visit so I'm just sending you a Personal Message to confirm some details.

 

Please do not post any personal information on the Community, reply via Personal Message (PM) only.

 

Thanks

 

Gerisjt
Team Player

Thanks I've done this.

 

Can you please tell me if I am entitled to compensation due to these issues that have been going on since Feb? I am still being billed the full amount each month for a service that I cannot use.

 

I raised an official complaint a while ago but they seemed to have closed it.

 

I am partially deaf and I cannot understand the overseas support workers when they have phoned 😞