Packet Loss on FTTP

[Thecreator]

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 🙂

[Michelle-TalkTalk]

Good morning,

I'm glad to hear that and please let us know how you get on.

Thanks

Michelle

[Thecreator]

Hi Michelle 

They have! Thanks so much 🙂 

[Michelle-TalkTalk]

Morning,

I believe that our team have now been in touch.

Thanks

Michelle

[Michelle-TalkTalk]

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

[Thecreator]

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 😕 

[Chris-TalkTalk]

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

[Thecreator]

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! 🙂

[Chris-TalkTalk]

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

[Thecreator]

Hi Michelle 

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

[Michelle-TalkTalk]

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

[Thecreator]

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 

[Michelle-TalkTalk]

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

[Thecreator]

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 

[Chris-TalkTalk]

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

[Thecreator]

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! 🙂

[Chris-TalkTalk]

OK, please let us know how you get on

Chris

[Thecreator]

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! 

[Chris-TalkTalk]

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

Chris

[Thecreator]

Hi Chris 

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

[Chris-TalkTalk]

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