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Issues after fibre upgrade

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ashscrivens
Chat Champion

PING google.co.uk (216.58.201.35): 56 data bytes

[2017-12-28 01:47:12] 64 bytes from 216.58.201.35: icmp_seq=0 ttl=56 time=12.3 ms

[2017-12-28 01:47:13] 64 bytes from 216.58.201.35: icmp_seq=1 ttl=56 time=16.2 ms

[2017-12-28 01:47:14] 64 bytes from 216.58.201.35: icmp_seq=2 ttl=56 time=13.5 ms

[2017-12-28 01:47:15] 64 bytes from 216.58.201.35: icmp_seq=3 ttl=56 time=11.7 ms

 

--- google.co.uk ping statistics ---

4 packets transmitted, 4 packets received, 0% packet loss

round-trip min/avg/max = 11.7/13.4/16.2 ms

 

 

 

 

traceroute to google.co.uk (216.58.204.67), 10 hops max, 40 byte packets

[2017-12-28 01:52:06] 1 79.78.224.1 3.129 ms 2.875 ms 3.493 ms

[2017-12-28 01:52:06] 2 78.151.227.0 3.179 ms 30.433 ms 5.511 ms

[2017-12-28 01:52:06] 3 78.151.227.21 4.648 ms 78.151.227.1 3.598 ms 78.151.227.9 3.952 ms

[2017-12-28 01:52:06] 4 78.144.9.95 10.707 ms 78.144.9.91 21.321 ms 78.144.9.83 16.951 ms

[2017-12-28 01:52:06] 5 78.144.4.33 9.555 ms 72.14.243.46 10.809 ms 78.144.4.33 8.616 ms

[2017-12-28 01:52:06] 6 * 108.170.246.129 10.075 ms *

[2017-12-28 01:52:10] 7 108.170.238.123 9.619 ms 108.170.238.121 10.533 ms 108.170.238.123 10.119 ms

[2017-12-28 01:52:10] 8 216.58.204.67 11.256 ms 12.761 ms 108.170.238.123 10.181 ms

Community Team

Hi Ash, I'm showing that you're in synch at 80mbps are you seeing that now? The pings yoiu've post are fine apart from the first one. Those should be sub 1ms if you're connected by ethernet cable to the router. Are you using a cable?

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ashscrivens
Chat Champion

Hi Ady,

 

Them ping results are from the router directly by using the tool under the maintenance options. The last speed tests I completed was last night, I was getting download speeds of around 20mb, but sometimes hits 40-50mb.

 

Tests have been completed on various devices wired and wireless. Has this been inspected by a multicast engineer? This is not my equipment, i dont see how my laptop having a good or bad connection is going to effect my TV, everything worked fine until the fibre upgrade its clearly an issue with your network.

 

Still no TV, tested again last night.

 

Thanks

Ash

Community Team

Hi Ash,

 

I've passed this back to our network team and passed on your ping and trace route results, can you bump the thread tomorrow and we'll check for updates 


Thanks

Chris

Community Team

Hi Ash

 

Our network teams have made some changes.

 

Can you reboot all equipment and then retest the Subscription TV channels and let me know if they work, or if there is only a blank screen or any errors.

 

Thanks

 

Karl. 

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ashscrivens
Chat Champion

Thanks Karl,

 

I have messaged my housemate to switch it all off while i'm at work and will update you.

Community Team

cool,

 

let me know when you can, The TV tech guys are asking.  They have found an issue with the VLAN config at the exchange side and think this may be fixed now.

 

Karl.

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ashscrivens
Chat Champion

Any ideas if this will fix this issue with speed or should I maybe just look to remove the speed boost if im never going reach these speeds?

Community Team

Hi

 

This will not affect speeds at all, this issue with the VLAN is solely to resolve the issue affecting the IPTV services.

 

Ady has passed the details of the speed issue to our network teams so we can chase them for an update on this.

 

Karl.

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ashscrivens
Chat Champion

Still no TV. Tried many restarts and tired the old router again but nothing other than the IP6023 error.

 

Community Team

Hi

 

I'll let our TV teams know and see what they will do next.

 

Thanks

 

Karl. 

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ashscrivens
Chat Champion

Many Thanks

Community Team

No Problem 🙂

 

Karl 

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Community Team

Hi

 

Just had contact from our TV team, they have passed this across to our network teams to look at the circuit / VLAN again.

 

Thanks

 

Karl. 

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ashscrivens
Chat Champion

Any update on this?

Community Team

Hi

 

Nothing as yet, I'll chase the teams and see what they say.

 

Thanks

 

Karl. 

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shamtown
First Timer

Ash....Don't hold your breath mate! Have had the same problem since I upgraded, on 17th Nov. Lost my £8.50 per month Sky sports boost, lost my TV starter boost. No sky channels at all. Two engineers have visited, everything is AOK. Spoken to twenty+ people, try this, try that, turn it on/off, reset router, reset box, sky not broadcasting in your area!!!, fault in the Manchester area, too much snow, too humid. We will call you back in 72, 48, 24 hours. Absoulutely useless!!! Still waiting for a 24 hour call back, three weeks later. IS THERE ANYBODY OUT THERE...........?

ashscrivens
Chat Champion

The frustrating part of it is I have already had talktalk TV for nearly a year and been very happy with it.

 

But now when I look at my recordings its just full of failed recordings on my series links that i'll never get see. It's not just having access to the channels now its whole series of recordings missed.

 

Had to pay to watch the last of the walking dead on apple tv but normaly i'd watch this recorded on FOX. Its a shame talktalk only really provide a catchup service on Sky channels and not channels like FOX and MTV.

 

If this isnt fixed soon I will request to go back to my original contract which is fair of me considering under Offcom's rules will soon allow me to leave the contract due to me not getting my min guaranteed speed for nearly 6 weeks now. But I actually like TalkTalk their TV service is really good (when it works) and its the first router i've had that covers all rooms, i recommend them all the time, most of my family and close friends now have it.

 

TalkTalk have agreed to automatic compensation...

 

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/automatic-compensation

 

Its mad I am still trying get an issue fixed 6 weeks after, either Openreach or TalkTalk have caused this issue when it was a simple upgrade from ADSL to Fibre, i wish i never bothered I was happy with ADSL.

 

I know the guys here are trying their best with what tools they have but it all feels a little half soaked, I thought by now I would of been told its been full investigated by an engineer not just changing this or testing that.

 

Maybe a complaint to the CEO office is the only way forward now.

Community Team

Hi Ash

 

Network architects have made a change at this side.

 

Can you reboot all equipment and retest and see if there is any improvement.

 

Thanks

 

Karl. 

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ashscrivens
Chat Champion

Hi Karl,

 

Still only around 30mb speeds and no TV.

 

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