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How do I confirm dropping


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#1 rp101

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Posted 22 June 2015 - 01:14 PM

I am in dispute with Talktalk (HoHum ...). Back in mid-May I received "Latency speed error" & so requested assistance from TT Community in 1st instance. Apart from recommending new router (which I declined - seems to be stock answer - I could soon start trading my spare ones if I took up their offers), they also suggested 1) I looked at ping & trace route (tracert) and 2) changed DNS settings. Changing DNS settings did not do anything & so reverted to original. Ping & tracert showed very variable results (eg sometimes ping around 13 - 18 ms (ie good), othertimes >1000ms (bad) & occasionally Request timed out (ie my understanding this equals no internet access), with all 4 packets of data "lost". Tracert more variable - occasionally 1st hop <1ms (excellennt), often 5 - 6 ms (not so good). Other (subsequent) hops very variable, ocassionally completely dropping (timed out).

 

In frustration with service from TT Community (days elapsing between postings) I phoned TT Helpdesk - a knowledgable & helpful techie suggested I unscrewed faceplate of new mast socket & install router directly into master socket, thereby precluding the "problem" lying in my internal wiring. Next day confirmed I was having same problems, so i phoned HelpDesk again - unfortunately, they may skim previous tech reports, but do not seem to take too much notice (same as MS Help desk!!) & so I was advised I would have an engineers visit with standard blurb that if no fault found then I was liable to cost (£65). I pointed out this problem was not "repeatable on demand" but as I had records of ping & tracert I assumed would be OK. It was their "BrightSpark"engineer - who could only eal with problems "insie our house". But TT had already conformed this was not the issue (via direct connection of router to master socket). The guy said problem probably "LAN setting @ exchange". And yes - I already new my drivers were up todate etc. In other words they sent the wrong guy. Anyway, following week got back to TT & confirmed I was still having problems with dropping - something HelpDesk confirmed from their "automatic monitoring" which picks up far fewer drops than I experience ...

 

Anyway - still experiencing dropping & poor ping & tracert results (even today) only to find TT have charge me for engineer call out. Needless to say, I am now in dispute & will involve CISAS if they (TT) do not resolve issue. MAY I ASK FOR ADVICE?

 

1) Am I correct when I say my ping & tracert results shoe problem between house & exchange (an example is attached, or I'll copy results below)

2) are there further tests I can run my end to convince these %*(^O TT Admin/finance bureaucrats?

 

Any thoughts appreciated

 

I CAN'T SEE OPTION TO ATTACH FILE, SO PNG & TRACERT RESULTS PASTED BELOW

 

Results from 22.06.2015 @ 19:00

Microsoft Windows [Version 6.3.9600]
© 2013 Microsoft Corporation. All rights reserved.

C:\Users\rp>ping community.talktalk.co.uk

Pinging eigde79682.lithium.com [46.19.168.154] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 46.19.168.154:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\rp>tracert community.talktalk.co.uk

Tracing route to eigde79682.lithium.com [46.19.168.154]
over a maximum of 30 hops:

  1     4 ms     3 ms     3 ms  192.168.1.1
  2     9 ms     9 ms    10 ms  host-92-4-0-1.as43234.net [92.4.0.1]
  3    11 ms    10 ms    10 ms  host-78-151-238-229.as13285.net [78.151.238.229]

  4    12 ms    11 ms    11 ms  host-78-151-238-208.as13285.net [78.151.238.208]

  5    12 ms    15 ms    11 ms  host-78-144-1-38.as13285.net [78.144.1.38]
  6    11 ms    18 ms    10 ms  host-78-144-11-23.as13285.net [78.144.11.23]
  7    11 ms    11 ms    11 ms  xe-1-1-0.r2.bb-fo.lon3.vrsn.net [195.66.225.46]

  8    40 ms    12 ms    36 ms  xe-0-2-0.r1.bb-fo.lon3.vrsn.net [199.16.94.153]

  9    23 ms    18 ms    19 ms  xe-4-3-0.r1.bb-fo.ams1.vrsn.net [199.7.62.20]
 10    21 ms    17 ms    18 ms  ae3.667.r2.vidn-fo.ams1.vrsn.net [199.16.95.155]

 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

C:\Users\rp>

 



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#2 Ratedgore

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Posted 22 June 2015 - 02:33 PM

Alright can you make them test there line PRIOR your router ?



#3 rp101

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Posted 22 June 2015 - 03:29 PM

Ratedgore - thank you. Yes - they can run speed tests (down/upload - I am on their 38/1.8 Mbps package) - problem with this is that unless 1) I am experiencing slow speeds (which occasionally I do) or 2) the line has octually dropped at the specific time they do the test, then it all appears OK to them. Apparently they "automatically" monitor these lines, but as I mentioned above, they must do intermittently - I have far more records of dropping than they have "automatically" recorded. This is all compunded that the company in charge of line & exchange maintenance is indepenent of my ISP - so each denies responsibility ... Which is why I would value comments from someone who knows about ping & tracrt tests that these are indicating a problem external to the house (ie lies between house & exchange). I should mention these are ethernet readings & my PC & laptop have i7 chips & decent RAM & HDD regularly cleaned & large etc.

 

Interestingly, on BC another member posted me a while back "BT use a lot of aluminium wiriing between their local cabinets and the exchange. Al is a lot cheaper then Cu and so long as it is not subject to movement is an excellent substitute, but it is prone to cracking. Given that your neighbour is having problems with her phone line a cracked or nearly broken wire at the cabinet may be the cause of the problem. We use to use TalkTalk but changed because of unresolved problems. Our new ISP identified a cracked line at the junction box as the root of the problems, including some impressive crackling on voice calls."

 

Thanks, richard



#4 Ratedgore

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Posted 23 June 2015 - 08:37 AM

Alright, do you know your local IP of your router ? If so please open the command prompt of any computer directly connected to your router (with a cable please) and type in   ping 192.168.1.1 -t                                                         and let it run and post result. We will test localy if the test localy is not stable then we will work on it.

 

The 192.168.1.1 you will change it to your IP please.



#5 rp101

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Posted 23 June 2015 - 09:02 AM

OK - I have my current IP address. I pinged as requested above & all 3 or 4 ms bar about every 20th was 12 - 14 ms. Kept running (ie 100s) so killed cmd process.

 

Do you want me to go into network settings & change IP address to the one you've given above?

 

Thanks



#6 Ratedgore

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Posted 23 June 2015 - 09:05 AM

No need, from the machine you are on right now the connection is cutting from time to time right ?



#7 rp101

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Posted 23 June 2015 - 09:06 AM

Yes


(But unpredictably)



#8 Ratedgore

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Posted 23 June 2015 - 09:06 AM

Now do the same but with we will test the internet connection from outside your local network.      ping www.google.com -t



#9 Ratedgore

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Posted 23 June 2015 - 09:10 AM

Do if for quite a while and post results in a screen shot if you can please :)



#10 rp101

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Posted 23 June 2015 - 09:11 AM

OK - whilst waiting did soething similar - see below - 1st ping to TT (ISP) timed out, 2nd to google fine, 3rd to 192.168.1.1.

 

NO IDEA why TT not responding with packet loss!!

 

Microsoft Windows [Version 6.3.9600]
© 2013 Microsoft Corporation. All rights reserved.

C:\Users\rp>ping community.talktalk.co.uk

Pinging eigde79682.lithium.com [46.19.168.154] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 46.19.168.154:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Users\rp>ping www.google.com

Pinging www.google.com [216.58.211.132] with 32 bytes of data:
Reply from 216.58.211.132: bytes=32 time=22ms TTL=54
Reply from 216.58.211.132: bytes=32 time=20ms TTL=54
Reply from 216.58.211.132: bytes=32 time=20ms TTL=54
Reply from 216.58.211.132: bytes=32 time=22ms TTL=54

Ping statistics for 216.58.211.132:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 20ms, Maximum = 22ms, Average = 21ms

C:\Users\rp>
C:\Users\rp>ping 192.168.1.1

Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time=3ms TTL=64
Reply from 192.168.1.1: bytes=32 time=3ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64
Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Ping statistics for 192.168.1.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 3ms, Maximum = 5ms, Average = 4ms

C:\Users\rp>



#11 Ratedgore

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Posted 23 June 2015 - 09:18 AM

Well I cant ping it either but did you put the           -t at the end of the command ? it is really important. Just ping www.google.com post result please let it ping for like 5 mins.

 

 

About ping its not all servers that accept those pings by the way. I am just trying to verify if your internet connection is stable.



#12 rp101

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Posted 23 June 2015 - 09:25 AM

OK - no i did not put -t. How do i stop the output in order to save & paste for you to see (ie I can do "ping www.google.com -t", but adter 5 mins, how do I stop process to copy results? O previously used Ctrl-Alt-Del



#13 Ratedgore

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Posted 23 June 2015 - 09:26 AM

Just do a print screen and close CMD after.


Edited by Ratedgore, 23 June 2015 - 09:27 AM.


#14 rp101

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Posted 23 June 2015 - 09:27 AM

OK - give me 5 mins ;-)



#15 rp101

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Posted 23 June 2015 - 09:28 AM

Yup - I tried ESC & didn't seem to work - but screen capture will only be "visible screem/window"?






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