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Fast Fibre + Boost: high packet loss and duplicate packets

andi_b
Participant
Message 28 of 28

Hi, since I switched from broadband to fast fibre boost, I started having intermittent connection freezes. I noticed these freezes occur mostly when I see bursts of duplicate packets and a high packet loss of >5%. This is the usual output when I ping a highly available internet host from a console:


64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1283 ttl=118 time=21.5 ms (DUP!)
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1283 ttl=118 time=22.2 ms (DUP!)
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1285 ttl=118 time=6.65 ms
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1285 ttl=118 time=7.23 ms (DUP!)
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1286 ttl=118 time=10.8 ms
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1290 ttl=118 time=7.38 ms (DUP!)
64 bytes from xxxxx-xx-xx.xxxxx.net (xxx.xxx.xxx.xxx): icmp_seq=1290 ttl=118 time=10.1 ms (DUP!)


The Talktalk router is connected directly to the OpenReach master socket, my computer is in a healthy state (normal CPU/Memory usage) and connected directly to the router with a 1.5 meter network cable. The issue happens as well with other cables and for all other devices connected via WIFI.

 

A BrightSparks engineer came and said he could see an issue outside of the building, I should wait a few days and all should be good again. Unfortunately it didn't get any better. Then an OpenReach engineer came, changed a cable and installed a new master socket. Still the same problem.

The other two flats on my level have Sky fibre and never experienced this kind of issue. Needless to say that I was countless times on a chat with talktalk technicians and tried everything they recommended (removing the NTE5C plate and connect the microfilter cable directly, change microfilter, etc). I added a screenshot which shows the incoming data flow (blue) totally breaking down for a few seconds, and then recovering. The connection breakdown coincides with the duplicate packets and high packet loss (sometimes even >40% in a 5 mins time frame).

 

Restarting the router often improves the packet loss and duplicate packets, which is enough to get a friction-less connection for some time, but this is definitely not the final solution.

 

The Boost was not activated immediately and I don't recall of any issues prior to the activation (with broadband or fast fibre without boost).

 

Is there anyone else experiencing this issue or anyone who was able to fix it?

 

Thanks in advance!

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27 REPLIES 27

Message 21 of 28

Now in the afternoon we're back at ~4% packet loss and duplicates, nothing changed on my machine or in my flat. It's really frustrating having to deal with these connection performance drops and not finding a cause.

 

>> 608 packets transmitted, 584 received, +7 duplicates, 3.94737% packet loss, time 608246ms

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Message 22 of 28
It can happen anytime, though it usually gets worse towards the end of the day, this morning for example was fine.
When the connection collapses it might take up to 20 seconds to recover. The Mbps values of the Talktalk speed tests I did was in line with the measurements on my machine, which at the time was the only one connected to the router. As long as the packet loss is <1% I don't notice anything, but from 2% it gets very annoying.
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Michelle-TalkTalk
Support Team
Message 23 of 28

Hi andi,

 

Thank you. I've run a test on the line now which hasn't detected a fault and the connection stats look consistent. Does this seem to happen at certain times of the day or at any time?

 

Thanks

 

Message 24 of 28
My account is now up to date.

Michelle-TalkTalk
Support Team
Message 25 of 28

Hi andi,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

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Message 26 of 28

I've been numerous times on a chat but that didn't get me any further.  

The download speed collapses multiple times a day, and I run the TalkTalk speed tests on these occasions (see attachment). Interestingly, the upload speed is always stable around 7Mbps.

Is it possible that the local exchange is overwhelmed and therefore starting to drop packets?

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Gliwmaeden2
Community Star
Message 27 of 28

Chat is available on Sunday if you want to try that, after 9am, @andi_b. Links on this page:

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

 

Otherwise wait for staff to reach your thread.  They reply Monday to Friday, and will need to be able to identify your account. 

 

Please complete your community forum profile details. Go via your avatar/name; settings; launch profile wizard; make sure you put in your landline phone number and a fallback mobile phone number; click finish to save. 

Gliwmaeden2, a fellow customer.