Packet Loss - NTL tech support wont help - Can anyone here?

pop80_uk · 30-12-2005, 18:43

Hey Guys and Gals
As posted in my previous thread my 1mb service has been more like 56K dropping and slow. Ive called NTL tech support 15 times now and done everything they asked, disable virus software, firewalls etc etc.
I have just run a program recommended by NTL tech support themselves on the last call and it shows massive packet loss :
Test 12: Packet loss en route to a UK server

Ideally, you should get a result of around 0 % (lower is better)

gold.ac.uk: 6 %
zeniiia.linux.org.uk: 2 %

A small amount of packet loss has been detected. This should be investigated.

Test 13: Packet loss en route to a European server

Ideally, you should get a result of around 0 % (lower is better)

rediris.es: 6 %
uvsq.fr: 4 %

A small amount of packet loss has been detected. This should be investigated.

Test 14: Packet loss en route to an east-coast USA server

Ideally, you should get a result of around 0 % (lower is better)

mirror.nocservices.com: 0 %
the-city.seas.upenn.edu: This test failed due to a server timeout or other error.

Too many server errors occurred therefore this test is inconclusive.

These are the results of the other tests the NTL techs have asked me to do:

Fri, 30 Dec 2005 12:48:15 UTC

1st 512K took 4562 ms = 112.2 KB/sec, approx 925 Kbps, 0.9 Mbps
2nd 512K took 4328 ms = 118.3 KB/sec, approx 975 Kbps, 0.95 Mbps
3rd 512K took 6688 ms = 76.6 KB/sec, approx 631 Kbps, 0.62 Mbps
4th 512K took 4328 ms = 118.3 KB/sec, approx 975 Kbps, 0.95 Mbps

Overall Average Speed = approx 877 Kbps, 0.86 Mbps

To repeat this test from the source server click here.

Receive Power Level : -2.88 dBmvDownstream SNR : 32.68 dBUpstream Transmit Power Level : 49.75 dBmv Network Access : EnabledMaximum Downstream Data Rate : 1024000 bpsMaximum Upstream Data Rate : 100000 bpsMaximum Number of CPEs : 1Software Upgrade File Name : ntlhm100_ntl0001.cprSoftware Upgrade AdminStatus : allowProvisioningUpgradeSoftware Upgrade OperStatus : completeFromProvisioning

Ive just called NTL tech services back about the packet loss and they said there is nothing they can do, but it is the cause of my problems!

So what do I do now? Can I fix the packet loss?
Can you guys help me?
Whys it happened all of a sudden?
Please someone help me ! (theres a box of roses

on the way to whoever can sort this for me! Its driving me nuts!

)

Thanks

Stuart · 30-12-2005, 19:19

According to this post by Ignition, your power and signal levels are within specs, but the Upstream power level is fairly high, although it is still within specs.

You may need an engineer to look at the cabling or box.

Chris W · 30-12-2005, 20:36

can you post a few traceroutes do different sources, so we can try and see where the problem is occurring...

pop80_uk · 30-12-2005, 20:55

Hi
How do I do that please?

Thanks

poolking · 30-12-2005, 20:57

Quote:

Originally Posted by pop80_uk

Hi
How do I do that please?

Thanks

run tracert from the dos prompt.

Chris W · 30-12-2005, 21:01

Quote:

Originally Posted by pop80_uk

Hi
How do I do that please?

Thanks

Open a command prompt by going to start, run the typing cmd and pressing return.

To perform the traceroute type tracert followed by the destination address and then press return, eg

tracert www.bbc.co.uk

The result will be something like this [although slightly different as this was done on a mac]:

traceroute to www.bbc.net.uk (212.58.224.82), 64 hops max, 40 byte packets
1 speedtouch.lan (10.0.0.138) 2.242 ms 1.398 ms 30.520 ms
2 brnt-bam-1.inet.ntl.com (62.253.189.142) 15.280 ms 26.993 ms *
3 brnt-t2core-b-ge-wan64.inet.ntl.com (213.105.199.209) 14.292 ms 13.956 ms 13.967 ms
4 bre-bb-b-so-520-0.inet.ntl.com (62.253.188.130) 15.650 ms 15.056 ms 14.918 ms
5 bre-bb-a-ae0-0.inet.ntl.com (213.105.172.86) 15.635 ms 10.776 ms 11.487 ms
6 gfd-bb-b-so-700-0.inet.ntl.com (213.105.172.150) 12.974 ms 17.359 ms 15.265 ms
7 redb-ic-1-as0-0.inet.ntl.com (213.105.174.138) 17.536 ms 14.936 ms 15.731 ms
8 212.58.238.189 (212.58.238.189) 18.833 ms 16.553 ms 16.302 ms
9 212.58.238.149 (212.58.238.149) 15.212 ms 14.342 ms 13.227 ms
10 www31.thdo.bbc.co.uk (212.58.224.82) 15.827 ms 14.386 ms 17.430 ms

pop80_uk · 30-12-2005, 22:37

This is what I get when I do the above, means nothing to me?
Can some one tell me what is means? Am I broken?
Thanks

Chris W · 30-12-2005, 22:41

All the times look good, try running the test a few times and see if you are getting similar results.

the numbers are times in milliseconds and a "*" represents when a test has timed out (ie a particuar node has not responded)

BTW also to copy text from a command prompt, click on the icon at the top left of the window, then chose "mark" from the menu and press enter to copy what you have highlighted to the clipboard. much easier than screenshots

pop80_uk · 30-12-2005, 23:15

So what could be causing it then Chris W?
Ive done a couple more (below) (thanks for the advice on copying from DOS)

Tracing route to www.bbc.net.uk [212.58.224.114]
over a maximum of 30 hops:
1 6 ms 5 ms 5 ms 10.254.172.1
2 7 ms 7 ms 7 ms brhm-t2cam1-b-v100.inet.ntl.com [213.106.228.221
]
3 10 ms 7 ms 26 ms brhm-t2core-b-ge-wan64.inet.ntl.com [213.106.231
.178]
4 7 ms 12 ms 16 ms bir-bb-b-so-700-0.inet.ntl.com [213.105.174.109]
5 14 ms 24 ms 11 ms nth-bb-a-so-300-0.inet.ntl.com [62.253.185.105]
6 * 12 ms 14 ms gfd-bb-b-so-400-0.inet.ntl.com [62.253.185.98]
7 23 ms * 14 ms redb-ic-1-as0-0.inet.ntl.com [213.105.174.138]
8 130 ms 117 ms 14 ms 212.58.238.189
9 14 ms 23 ms 13 ms 212.58.238.133
10 15 ms 15 ms 13 ms www14.thdo.bbc.co.uk [212.58.224.114]
Trace complete.
----------------------------------------------------------------------
Tracing route to www.euro.yahoo.akadns.net [217.12.3.11]
over a maximum of 30 hops:
1 15 ms 6 ms 6 ms 10.254.172.1
2 7 ms 7 ms 7 ms brhm-t2cam1-b-v100.inet.ntl.com [213.106.228.221
]
3 8 ms 17 ms * brhm-t2core-b-ge-wan64.inet.ntl.com [213.106.231
.178]
4 8 ms 7 ms 8 ms bir-bb-b-so-700-0.inet.ntl.com [213.105.174.109]
5 10 ms 19 ms 9 ms nth-bb-a-so-300-0.inet.ntl.com [62.253.185.105]
6 10 ms 10 ms 9 ms nth-bb-b-ae0-0.inet.ntl.com [62.253.185.118]
7 30 ms 38 ms 11 ms pop-bb-a-so-100-0.inet.ntl.com [213.105.172.14]
8 13 ms 13 ms 12 ms pop-bb-b-ae0-0.inet.ntl.com [213.105.172.77]
9 12 ms 38 ms 14 ms tele-ic-2-so-700-0.inet.ntl.com [62.253.184.6]
10 12 ms 21 ms 14 ms 212.250.14.70
11 12 ms 11 ms 11 ms vl9.bas2.ukl.yahoo.com [217.12.0.181]
12 13 ms 38 ms 33 ms alteon1.34.ukl.yahoo.com [217.12.6.6]
13 13 ms 11 ms 12 ms www2.vip.ukl.yahoo.com [217.12.3.11]
Trace complete.

Ignition · 31-12-2005, 21:49

Those look all fine, here's mine for comparison.

Tracing route to www.bbc.net.uk [212.58.224.82]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.11.1
2 7 ms 7 ms 7 ms 172.17.0.1
3 9 ms 14 ms 10 ms gr1-stbc-rtr1.homechoice.co.uk [81.1.112.62]
4 9 ms 9 ms 7 ms 81-1-67-48.homechoice.co.uk [81.1.67.48]
5 9 ms 7 ms 7 ms 81-1-67-16.homechoice.co.uk [81.1.67.16]
6 8 ms 7 ms 8 ms 195.50.117.113
7 11 ms 8 ms 7 ms bbc-gw0-linx.prt0.thdoe.bbc.co.uk [195.66.224.103]
8 8 ms 8 ms 8 ms 212.58.238.153
9 8 ms 7 ms 8 ms www31.thdo.bbc.co.uk [212.58.224.82]

blaupunkt · 01-01-2006, 13:21

instead of doing a tracert do a pathping www.bbc.co.uk this will show you any PL at a %, it will take about 4mins or so to complete maybe abit longer, also do afew sites not just bbc.co.uk

EDIT you will get this.

Microsoft(R) Windows DOS
(C)Copyright Microsoft Corp 1990-2001.

Tracing route to www.bbc.net.uk [212.58.224.116]
over a maximum of 30 hops:
0 F****R [82.5.99.223]
1 10.138.183.254
2 nott-t2cam1-b-v153.inet.ntl.com [80.4.47.25]
3 nott-t2core-b-ge-wan74.inet.ntl.com [80.1.79.201]
4 nth-bb-b-so-300-0.inet.ntl.com [62.253.188.37]
5 nth-bb-a-ae0-0.inet.ntl.com [62.253.185.117]
6 gfd-bb-b-so-400-0.inet.ntl.com [62.253.185.98]
7 redb-ic-1-as0-0.inet.ntl.com [213.105.174.138]
8 212.58.238.189
9 212.58.238.133
10 www16.thdo.bbc.co.uk [212.58.224.116]

Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 ****ER [82.5.99.223]
0/ 100 = 0% |
1 --- 100/ 100 =100% 100/ 100 =100% 10.138.183.254
0/ 100 = 0% |
2 17ms 0/ 100 = 0% 0/ 100 = 0% nott-t2cam1-b-v153.inet.ntl.com [8
0.4.47.25]
0/ 100 = 0% |
3 14ms 2/ 100 = 2% 2/ 100 = 2% nott-t2core-b-ge-wan74.inet.ntl.co
m [80.1.79.201]
0/ 100 = 0% |
4 11ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-b-so-300-0.inet.ntl.com [62
.253.188.37]
0/ 100 = 0% |
5 11ms 0/ 100 = 0% 0/ 100 = 0% nth-bb-a-ae0-0.inet.ntl.com [62.25
3.185.117]
0/ 100 = 0% |
6 15ms 0/ 100 = 0% 0/ 100 = 0% gfd-bb-b-so-400-0.inet.ntl.com [62
.253.185.98]
0/ 100 = 0% |
7 15ms 0/ 100 = 0% 0/ 100 = 0% redb-ic-1-as0-0.inet.ntl.com [213.
105.174.138]
0/ 100 = 0% |
8 18ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.189
0/ 100 = 0% |
9 15ms 0/ 100 = 0% 0/ 100 = 0% 212.58.238.133
0/ 100 = 0% |
10 14ms 0/ 100 = 0% 0/ 100 = 0% www16.thdo.bbc.co.uk [212.58.224.1
16]

Trace complete.

C:\DOCUME~1\ADMINI~1>