Internet dropping out. Not disconnecting

[reconminicon]

Hi. The last few days my internet has been hanging. Download speed will go to 0. I am on Plusnet UK. It is corrupting files I download. I have just got off the phone to CS who says my package should give me 50 down and 10 up. Speed tests are showing 75 down and ten up. But while on the phone and removing the front of the main box and using a filter speed tests at BT wholesale were showing constant 50 down and no hanging. I explained I was getting higher speeds. After putting down the phone again I am getting random hangs and speeds. 89 down at some point!!!

Doing a run ping -t 8.8.8.8 I am getting a time out every 30 or so seconds then I would get a few time outs.

Questions and answers please!

 

[boosted1g]

Test with computer plugged direct into fiber converter and no router (you may need to get IP settings from ISP).
If problem persists hooked up this way then the issue has to be with connection or fiber/Ethernet media converter.
Only way to convince them will be to do a wireshark capture of traffic to whatever server they want you to test, when it shows dropped packets then they cant deny that there is a problem.

 

[reconminicon]

I have just had 3 time outs in 20 seconds through the router. I am sure they can see these drops on their system. If you run "ping -t 8.8.8.8 do you get time outs?

 

[bill001g]

They will just blame the google server or another ISP when you ping 8.8.8.8. That is a good base line test because it generally runs with no loss.

When you see loss to that address you must go further. You run tracert to that ip and then run pings to each address in the path. The first 2 tend to be the most important. The first is generally your router in your house. The second is generally the ISP device at the remote location.

What you want to do is find the first hop that has the traffic loss. So if hop 1 is fine but hop 2 has loss then your router is ok but there is a problem between you and the ISP.