High packet lost and slow upload speeds

[antuk]

I have been with TT on Full Fibre 900 for years with no issues, however the upload speed has dropped off a cliff (see screenshot) and im getting very high packet loss.

After 2 hours on the phone to TT they cannot find a problem their end, however im sure the issue must be the network.

I have tried connecting a laptop directly to the ONT and get the same results.

Can anyone assist!

[amahle-TT]

There is no specific time frame, but we will send another email today so they can look into this for you. 

Thank you for your time and patience.

[antuk]

Hi @amahle-TT do you know what the SLA is on them looking at this will be?

[amahle-TT]

Hi @antuk, We have escalated the issue for you, and we will inform you as soon as we receive a response from the network department. Thank you.

[KeithFrench]

Let's see what TalkTalk's Networks team say.....

[antuk]

It looks like the network is over saturated, it was fine this morning until 9am no packet lost at all and upload speed was back at 600Mbps, then after 9am started getting packet loss and speed is back down to under 100Mbpsgooglecloudflare

[angelique-TT]

No worries. 

[KeithFrench]

Wonderful @angelique-TT, thanks very much.

[angelique-TT]

Yes, I have raised it already. Thanks 🙂

[KeithFrench]

No problem @angelique-TT, please can you raise this with your Team Leader?

[angelique-TT]

Good afternoon antuk. Thank you for the support KeithFrench.
 

[KeithFrench]

Hi @antuk 

Thanks for the two tracerts that you PM'd to me. Clearly from the 2nd one, the problem is not on your CityFibre link. The problem does not occur until after 142.250.230.184, which is owned by Google. The staff on this forum do have the ability to pass this over to TalkTalk's Networks department, who will need to investigate this issue.

I will get the team on here to pass this over to Networks for you.

[KeithFrench]

You would be far better off doing them to the destination domain, in case the issue is DNS related. I can always give you a second opinion, but if there are no timeouts or latency along the route, then initially it sounds like there isn't much problem. However, I must stress that at this point I haven't seen any evidence. As I said, you can always PM them to me.

[antuk]

Ok ive done multiple tracerts to that ip and there are no timeouts in it, i can share the trace with you if that helps?

[KeithFrench]

Where did I say that you did not know what you were doing? I have no idea of your skill levels.

I was simply trying to help. Yes, I realise what 8.8.8.8 is, I meant to do a tracert to the destination domain.

Other than that, your only way to resolve this is the way I said in my first post. 

[antuk]

That IP address is googles DNS servers, I highly doubt they are a problem - however I have tested various IPs which all have the same issue. I have been an IT/network consultant for 30+ years so I do know what im doing. The issue is either with TT or CF

[KeithFrench]

If the fault is on the full fibre network itself, then the staff on the forum do not have the training, nor do they have access to the relevant systems, so they can't help on here.

Have you proved if this is actually a problem with your Full Fibre or an issue elsewhere on the internet? Just because a wired device connected directly to the ONT obtains the same results rules out a router issue, it does not prove where the problem is occurring. I have helped with several such problems. Please can you get the output from a trace route to the destination? Please PM me the output (to protect your privacy) and I will analyse it for you.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

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 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.

[antuk]

Like i said they were not helpful and said there was no problem - i saw other ppl post on here similar issues and someone from TT was able to look into it

[KeithFrench]

The TalkTalk support staff on this forum do not currently have access to the Full Fibre systems. Therefore, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 08:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.