Major help needed

[richyb88]

Hi first time iv posted here as i have been having an issue with sky fibre 40/10... been with sky for 9 months had no problems at all untill 5 days ago...... i am a serious semi professional counter strike player and have been having a lot of packet loss, i have done everything i can at my end; formatted my pc, changed router, tried test socket, charged ethernet cabel, tried a differnt pc/laptop.

I 1st got in contact with sky and they advised me to speak to fibre tier 2 support.... however iv not had much luck and now im posting here to see if anyone has ever had similar issues or knows how they could fix my situation or a insight of what could be causing this.... i have degree in computer science and im pretty computer literate (ok very geeky with computers.)

They done all the tests at there end and my line showed no errors from sky's point of view, they forwarded my problem to the NOC team(pretty high up im guessing.) They then sent out an engineer today who found no errors on my line, he did replace the faceplate on my telephone socket, i then called them back and they done more tests and they said my download is 39mb and upload of 9mb, my throughput is extremly low i think they said it was 4 or 6 mbps anyway this is obviously alot lower than my actual download and upload, im at a lost end and not sure what my problem could be i put in a request to leave sky then they called me back saying they want to do further investigation and would i let them have a little more time to try and find a solution to this problem, iv not really had any issues with speeds they are fairly consitant, i do get some drop outs but if any of use are hardcore gamers u will know how bad it is for any loss at all even 1% of loss is not good..... i have on average 50% they have now escelated it back to the NOC team but i really think im just getting fobbed off.

so my question is does anyone out there have any idea about throughput and or loss? and what could the problem be? i know sky say they dont do traffic management and i dont know how i can go from having a very good and stable connection for 9 months and all of a sudden start to get issues, i really am getting to the point i want answers and i dont want to change providers because up until now my connection has been fine and i actually like sky as 99% of the time the call centres are based in the uk ( no offence meant)

PLZ PLZ PLZ HELP ME OUT ( i need a super geek to reply to this with some vital inforamation that could be causing this to happen so i can then get back to sky and say this could be the problem.... is it my line to my house? is it the cabinet (which btw is cabinet numeber 35 in kilmarnock), or isit a problem at the exchange i am aware of contention ratio and stuff like that but up until now no other issues which makes me think contention ratio and congestion is not my problem i honestly believe it could be the throughput speeds being so low.... but im not 100% clud up on throughput / loss issues.

i have pinged several servers for periods between 10 minutes to 2 hours and my average loss is between 45 and 50%.

sorry for the very long winded post but im hopeful that someone on here will have some knowledge on what could be my issue and how it could be resolved.

Thanks in advance.

 

[bill001g]

What you do is run continuous ping in a bunch of command windows and see if anything comes up when you see issues.

You want to ping your router, the first ISP router in a trace, some common server like 8.8.8.8

Obviously if you get ping loss to your router it is in your house. If that is ok but you get loss to the first ISP router then there is a issue with the connection between your house and the ISP. Problems past that point only the ISP can really truly troubleshoot since it can be connections between ISP and can even use different paths from your house to the server than is coming back.

I would think that the ISP would plug their test PC in at your house and be able to see the ping loss if it is 50%. When it is that high they should be able to ping your router from their cmd center and see the loss. You need to make sure your router will respond to external ping....normally you want that option off.

Ping loss generally is less than 1%, you do not even see a lot on mobile broadband.

 

[richyb88]

Iv pinged a few different servers from the cmd promt like < ping www.google.com -t > left it for 10mins then left it for 2hours and the average was 50% loss getting a lot of request timed out. iv also pinged my router (ping 192.168.0.1) with 0% packet loss after 1hour.

 

[bill001g]

So now run tracert and ping the first ISP hop. You give then that plug the one that shows no loss to your router. It pretty much proves there is a issue with the connection between your house and the ISP

 

[richyb88]

So now run tracert and ping the first ISP hop. You give then that plug the one that shows no loss to your router. It pretty much proves there is a issue with the connection between your house and the ISP

https://gyazo.com/c70f34c597c6d9c98d7336c2de5d5f94 is my results.

https://gyazo.com/6419c5a6e4fe21921b4fa12050b24962

what do u make of this ?

 

[bill001g]

ping the 84.38.37.28 ip.

Tracert does not run enough traffic to show much so you can't always trust. If it was correct on this trace it would say the loss is at the 209.x.x.x ip. You would have to show every hop before it were actually stable to show that.

If you get no loss to 84.38.37.28 then it will be hard to get fixed it means there is a issue in the ISP network.

Now you have to be very careful to be sure you are seeing the problem at the time you run these commands, many problems come and go and you will see nothing when it is working fine.

 

[richyb88]

ping the 84.38.37.28 ip.

Tracert does not run enough traffic to show much so you can't always trust. If it was correct on this trace it would say the loss is at the 209.x.x.x ip. You would have to show every hop before it were actually stable to show that.

If you get no loss to 84.38.37.28 then it will be hard to get fixed it means there is a issue in the ISP network.

Now you have to be very careful to be sure you are seeing the problem at the time you run these commands, many problems come and go and you will see nothing when it is working fine.

struggling to understand exactly what you mean dude? any simplicity on this? i get 100% loss to 84.38.37.28

 

[bill001g]

That makes things very hard. They have configured their router to not respond to ping.

All you do is try the next one which is 72.14.219.96. This says it is owned by google but who knows. The farther you are from your house the less reliable ping is to show where the problem is. If there were a problem here your ISP will blame google.....you know how that goes.

What you really want to find is one that shows the 50% loss you are experiencing....without going all the way to the end server because again your ISP will blame the server.

 

[richyb88]

surley my router is 192.168.0.1? and how can they blame anyone apart from themselves whenever i ping any websites atall im getting the same packet loss, ie ping www.bbc.co.uk or any other site u can think of il get packet loss, never had a problem untill last week.....very odd situation that i find myself in.

 

[bill001g]

Lets say the path goes Your router---Your ISP----ISP1---ISP2----Server

If there is actually a failure between ISP1 and ISP2 it really isn't there problem. Now it very well could be between your ISP and one of their partner ISP. Problem is most the techs you talk to can not even do the basic troubleshooting you have done. It tends to be impossible to get to the higher level techs and if the problem is not being detected by their monitoring software they will not bother to do manual testing.

Unfortunately you are going to have to find a way to do the ISP job for them. When you can clearly show them a test that they can replicate you might convince the low level script reader to escalate the ticket to the higher level. Since the higher level guy will not actually talk to you only read the notes in the tickets you need to be sure it is obvious to him.