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Massive packet loss with zen

Hello.

At the beginning of the week my zen fttc connection went a bit mental I sent of an email to the tech support dept and the reply I got was detailed but never really explained what the problem could have been. It is still present but not as bad. This is the response I got.

Thank you for your email.

Having looked at your line, it is apparent that at timeframe of the first 2 links, heavy intermittency was apparent on the line. Unfortunately I am unable to give you a reason as to why that was. In such circumstances it is best to contact us at the time of the problem so we can investigate it thoroughly, it is not as possible to do so retrospectively.

What I would like to know is what "intermittancy" means in relation to a broadband connection?

Here is a list of the number of drops in the last couple of weeks;


Drops By Date Summary
26 Mar 2013: 48
25 Mar 2013: 77
13 Mar 2013: 1
12 Mar 2013: 1
11 Mar 2013: 1
10 Mar 2013: 2
09 Mar 2013: 4
08 Mar 2013: 2
07 Mar 2013: 3
06 Mar 2013: 1
05 Mar 2013: 2
04 Mar 2013: 3
02 Mar 2013: 1
28 Feb 2013: 2
27 Feb 2013: 2
25 Feb 2013: 3
24 Feb 2013: 1
Total: 154

Is this normal for a fttc conection? Its a brand new phone line in a brand new housing estate so the wiring should be spot on.
 
Would you pm me your username and I will have a look in to it for you?
 
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If I'm reading those graphs right, the second one looks like congestion given the times it's at its worst, but it's showing packet loss even at 06:00. However Zen are far from noted as a "congested" or oversold ISP and repeatedly win awards for their good service.

I'm sure Lee will get back to you promptly, it's always good to have a responsive ISP that cares with things like this, so you should be in good hands and continuing with your TBB monitor should help you to help them sort this and vice versa because - and to answer your question - it's intermittent, basically, it "comes and goes".

Is there any way to pull up the TBB statistics for your own local area and see if anyone else is having this problem? (I can't say as I've never used the TBB tool, I'm not sure it works on 3G and I doubt it would look all that flattering even if it did!)
 
I have been sending Lee a few PM's and he has asked me not to turn off my router connected to the open reach modem as well but to be honest I cant see why this would cause a problem. He said he was a bit unsure about FTTC problems and he would seek some advice when he was in the office next.

My pings have been gradually increasing since I got FTTC installed mid FEB and my down load and upload speeds have changed a fair few times as well. I dont think many people in my area use zen but seeing as fttc became available recently to large parts of the town and the average download speeds were poor maybe more people are taking up fttc and causing congestion? But that is why I went with zen to hopefully avoid a situation like that.

I just checked again now and my upload and download speed has changed again

14992 58557 60496 TR101 Auto 02-Apr-2013 19:28 02-Apr-2013 19:28
13796 59266 61228 TR101 Auto 26-Mar-2013 23:39 26-Mar-2013 23:39
20000 58584 60524 TR101 Auto 25-Mar-2013 10:08 25-Mar-2013 10:08
20000 57132 59024 TR101 Auto 09-Mar-2013 20:53 09-Mar-2013 20:53
20000 59730 61708 TR101 Auto 24-Feb-2013 17:58 24-Feb-2013 17:58
20000 62797 64876 TR101 Auto 21-Feb-2013 22:31 21-Feb-2013 22:31
15900 64791 66936 TR101 Auto 19-Feb-2013 18:03 19-Feb-2013 18:03
14000 64945 67096 TR101 Auto 18-Feb-2013 14:00 18-Feb-2013 14:00
14000 64945 67096 TR101 Auto 18-Feb-2013 13:59 18-Feb-2013 13:59
14000 64945 67096 TR101 Auto 18-Feb-2013 13:59 18-Feb-2013 13:59
14000 64945 67096 TR101 Auto 18-Feb-2013 13:58 18-Feb-2013 13:58
14000 64945 67096 TR101 Auto 18-Feb-2013 13:58 18-Feb-2013 13:58
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57
14000 64945 67096 TR101 Auto 18-Feb-2013 13:57 18-Feb-2013 13:57

I think I will ask for Interleave to be turned off to see if that makes a difference.
 
Should have explained the info I pasted in. Left figures are upload speed, middle is attainable download speed and right is sync speed.
 
With my shift work it is hard to get hold of the people who deal with XDSL now but that is changing as I do feel in the past it was one of my if not my best asset, I used to be able to tell a customer how much extension wiring they can on a line. Now I deal with SLA products like ethernet services EFM PPC exchange back haul etc so I am a bit out of touch with the newer DSL products.

With the old DLM system it used to watch for errors, sync and PPP session so I am not sure if the new FTTX platform does the same which is why I ased for the router to be left on. Also it will alow us to get proper data on our graphing system and a true picture of what is happening.

The guy who knows the most about these products I will speak to when im in Friday and get him to go through the diagnostics steps with me so I know for in the future.
 
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Could you please post your routers stats lets see if there is anything showing up there.
 
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I have passed this over to some one in tech support who is monitoring your line and set up a few graphing systems on it our side, he has also tried to call but there was no answer but he will keep trying.
 
G'Day deepdishdj,

Can you please PM Lee or I, with your phone details. A colleague has tried to contact you today about the issue, however the number we have rang out.

Alternatively, could you please call Zen Support on: 08450589009 and ask for Rob Prest as he is the one dealing with your fault.

All the Best,
 
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