Connection very slow at peak times!

HoriZon · Jun 15, 2011, 20:01:08

The last few days or so my connection has gone from around 7mb most of the time synced at 8128kbps to around 1mb or less from around 6pm till about midnight now i can still surf etc though much much slower but playing games (which i like to do around 8pm-10pm some nights) and watching video on demand is useless to me and i do a lot of that.

Doing ping tests on speedtest.net ranges from 200 to 1200.

Its now doing my head in i'm paying for an A rated service at a much higher cost than most others and not getting it.

This may be my exchange i don't know but its not good enough.

Using this 'Exchange Status Checker' tells me this:
http://usertools.plus.net/exchanges/?exchange=Pocklington&exact=1552&plugin=vp

Now this may be the reason but as yet no fix has been stated.

Rebooted the modem done all the speed tests in the day and they are fine all back to normal done speed tests on BT's own site all good in the day just not on a night.

What can i do next? my phones 3G is faster than this.

It was fine just a week or so ago as well:

Ping tests done at 8pm:
-------------------------------------------
ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=499ms TTL=59
Reply from 212.69.36.10: bytes=32 time=440ms TTL=59
Reply from 212.69.36.10: bytes=32 time=498ms TTL=59
Reply from 212.69.36.10: bytes=32 time=484ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 440ms, Maximum = 499ms, Average = 480ms

ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=435ms TTL=59
Reply from 212.69.36.10: bytes=32 time=470ms TTL=59
Reply from 212.69.36.10: bytes=32 time=460ms TTL=59
Reply from 212.69.36.10: bytes=32 time=509ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 435ms, Maximum = 509ms, Average = 468ms

ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 212.69.36.10: bytes=32 time=597ms TTL=59
Reply from 212.69.36.10: bytes=32 time=614ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 597ms, Maximum = 614ms, Average = 605ms

Simon · Jun 15, 2011, 20:12:16

I'm not sure whether that means VP congestion, but the link you gave does seem to point to the problem, in which case, I think you'll need to contact IDNet, but it's ultimately down to the BT exchange.

HoriZon · Jun 15, 2011, 20:15:58

Yeah i rang them about an hour ago but guess what they were closed silly opening times for a broadband compnay tbh, will try them tomm morning but it will work fine then.

Right now its like been on a dialup modem

.Griff. · Jun 15, 2011, 20:31:46

Are you using a wired or wireless connection?

HoriZon · Jun 15, 2011, 20:37:50

Tried both same results.

This PC (laptop) is wireless but the other PC (desktop) and the games console (games lag all the time) is wired and both are suffering as is my Blu-ray player which has built in BBC iPlayer and others (cant watch anything on that now), well other than Blu-rays that is

It has been like this for a few days and i thought nothing of it as i thought it would be ok in a day or so but days later still doing it.

Lance · Jun 15, 2011, 22:13:12

Quote from: HoriZon on Jun 15, 2011, 20:15:58
Yeah i rang them about an hour ago but guess what they were closed silly opening times for a broadband compnay tbh, will try them tomm morning but it will work fine then.

Silly hours? They are the same hours or (or better) as when you signed up to Idnet. I assume you checked the situation of hours and costs before signing up? It would be silly not to.

As for the problem, BT have actually admitted that there is a problem on the virtual paths which is almost certainly going to be causing your problem. Getting that admission from BT is an achievement in itself so hopefully they will perform the vp upgrade soon.

Simon · Jun 15, 2011, 22:13:56

The evidence of the PlusNet exchange status page does suggest VP congestion, but for elimination purposes, have you tried disconnecting the Blu ray and the games console from the network, and just use the wired connection, in case something is saturating the connection? We've had slow downs like this before, and it's turned out to be something saturating the upstream, which caused a slowdown of the downstream. IDNet will probably want to establish no faults within your own equipment and network, before getting onto BT.

HoriZon · Jun 15, 2011, 22:40:22

Quote from: Simon on Jun 15, 2011, 22:13:56
The evidence of the PlusNet exchange status page does suggest VP congestion, but for elimination purposes, have you tried disconnecting the Blu ray and the games console from the network, and just use the wired connection, in case something is saturating the connection? We've had slow downs like this before, and it's turned out to be something saturating the upstream, which caused a slowdown of the downstream. IDNet will probably want to establish no faults within your own equipment and network, before getting onto BT.

I haven't yet no but wouldn't that effect it all the time not just at peak times?

As of right now its getting better but its almost 11pm and a bit late to do anything i wanted to do.

Edit: ok unplugged everthing but this PC (desktop) wired and its the same, but as above getting better as its not as busy.

HoriZon · Jun 15, 2011, 22:46:44

Quote from: Lance on Jun 15, 2011, 22:13:12
Silly hours? They are the same hours or (or better) as when you signed up to Idnet. I assume you checked the situation of hours and costs before signing up? It would be silly not to.

As for the problem, BT have actually admitted that there is a problem on the virtual paths which is almost certainly going to be causing your problem. Getting that admission from BT is an achievement in itself so hopefully they will perform the vp upgrade soon.

The price is the price and i understand that, IDnet have been great for the last 3/4 years now with only a few issues for me but this one is proving to be a pain as i cant do anything at the time most of us sit down and do these things at home.

If its this VP thing wouldn't that effect just about everyone on the same exchange so BT will be hearing lots of other complaints about it?

Will ring IDnet tomm and leave only this PC plugged into the modem so they can do any tests, its also in the master socket with the face plate off right now and has been for a few hours. Hopefully they can tell me more about this VP thing if indeed that is the issue.

Ping tests as of 11pm-ish:
----------------------------------

Simon · Jun 15, 2011, 22:51:51

It was just a thought, as IDNet will usually ask for home equipment to be checked, but as has been said, it sounds like VP congestion.

.Griff. · Jun 15, 2011, 22:55:09

It would be worth you creating a Thinkbroadband Quality Monitor - http://www.thinkbroadband.com/ping/monitors/create.html - as this has been very effective in my experience at demonstrating exchange congestion.

HoriZon · Jun 15, 2011, 22:55:30

Ping tests as of 11pm-ish:
----------------------------------
ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=20ms TTL=59
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59
Reply from 212.69.36.10: bytes=32 time=17ms TTL=59
Reply from 212.69.36.10: bytes=32 time=20ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 20ms, Average = 18ms

ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59
Reply from 212.69.36.10: bytes=32 time=19ms TTL=59
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 19ms, Average = 18ms

ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59
Reply from 212.69.36.10: bytes=32 time=19ms TTL=59
Reply from 212.69.36.10: bytes=32 time=29ms TTL=59
Reply from 212.69.36.10: bytes=32 time=18ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 29ms, Average = 21ms

----------------------------------

Almost back to normal now.

Simon_idnet · Jun 15, 2011, 22:57:55

A VP is a Virtual Path (a VLAN) from the Exchange back in the BT backbone. Every Exchange has multiple VPs. Small, rural Exchanges have fewer VPs than large metro Exchanges but any VP can become congested with more subscribers each downloading more data. BT can and will increase capacity on a VP when their monitoring shows that one has reached capacity but BT will not give us a schedule as to when a VP will be upgraded (probably because if it can't be achieved by software then a hardware upgrade (more fibre installed to the Exchange) is required which would require engineering resources to be allocated).

HoriZon · Jun 15, 2011, 23:06:09

Quote from: Simon_idnet on Jun 15, 2011, 22:57:55
A VP is a Virtual Path (a VLAN) from the Exchange back in the BT backbone. Every Exchange has multiple VPs. Small, rural Exchanges have fewer VPs than large metro Exchanges but any VP can become congested with more subscribers each downloading more data. BT can and will increase capacity on a VP when their monitoring shows that one has reached capacity but BT will not give us a schedule as to when a VP will be upgraded (probably because if it can't be achieved by software then a hardware upgrade (more fibre installed to the Exchange) is required which would require engineering resources to be allocated).

If most people in this area are getting this slowness at the times they use it like me, they shouldn't be happy about it. I guess a fix would be a long way off.
I do pay a bit extra to IDnet to have 'Traffic Priority' does this not step me over people who dont?

Now that everyone in my area has buggred off to bed it seems fine again.

Edit: yeah its fine now i can stream BBC iPlayer HD fine again.

Simon · Jun 15, 2011, 23:16:05

Thanks for the explanation, Simon. Can a user be moved from one VP to a less congested one, or is there a risk of them ending up on an even more congested one, if a shift were possible?

HoriZon · Jun 15, 2011, 23:39:54

What time do IDnet start to take calls tomm? might try and catch them before i leave for work at 8:40am.

But i have the feeling their is nothing that can be done till BT pull a finger out of their arse which is a shame as it puts a massive downer on the reason having a premium internet service (dont get home till 7pm most nights) if we cant use it at times we sit down and do these things.

Steve · Jun 15, 2011, 23:42:50

From IDNet's webpage FAQ -support hours

8am – 6.30pm Monday to Thursday
8am – 6pm Friday
Support via email is available 24/7 at support@idnet.com

HoriZon · Jun 15, 2011, 23:44:19

Quote from: Steve on Jun 15, 2011, 23:42:50
From IDNet's webpage FAQ -support hours

8am – 6.30pm Monday to Thursday
8am – 6pm Friday
Support via email is available 24/7 at support@idnet.com

ah it was hidden in the FAQ

Thanks.

Bill · Jun 16, 2011, 00:23:30

Quote from: Steve on Jun 15, 2011, 23:42:50
From IDNet's webpage FAQ -support hours

8am – 6.30pm Monday to Thursday
8am – 6pm Friday
Support via email is available 24/7 at support@idnet.com

An email address is of limited use if you've got no internet!

It's a pity IDNet don't mention that, in the event of a complete loss of internet, a message left on the 0800 number will be investigated (and acknowledged) as soon as it's picked up, even if nothing can be done until BT wake up.

It would deflect a lot of the criticism about the support hours.

HoriZon · Jun 16, 2011, 08:19:20

Gave them a ring and as i thought they want a BT speedtest so i will do that tonight if/when it slows to a snails pace.

Right now its all fine.

HoriZon · Jun 16, 2011, 18:03:03

Home early today and its fine right now the speed has gone down a little but that's t be expected, now to see if it drops like it has over the next few hours.

Fox · Jun 16, 2011, 20:59:40

I have been having the same problems as you

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=291ms TTL=59
Reply from 212.69.36.10: bytes=32 time=223ms TTL=59
Reply from 212.69.36.10: bytes=32 time=208ms TTL=59
Reply from 212.69.36.10: bytes=32 time=278ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 208ms, Maximum = 291ms, Average = 250ms

C:\Users\Fox>ping idnet.com

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=259ms TTL=59
Reply from 212.69.36.10: bytes=32 time=317ms TTL=59
Reply from 212.69.36.10: bytes=32 time=248ms TTL=59
Reply from 212.69.36.10: bytes=32 time=203ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 203ms, Maximum = 317ms, Average = 256ms

My broadband went down for 15 minutes or so on the 12th and my hasn't been the same since. I did some digging around and found out my area code was effected by SLOUGH ATM NODE 3 : LOSS OF SERVICE. I haven't had a chance to talk to Idnet support as I am at work while they are open.

Steve · Jun 16, 2011, 21:04:50

Can you email them with the details and a BT speedtest if you can get it to work?

HoriZon · Jun 16, 2011, 21:20:35

Emailing them my self later tonight, this is my current BT speedtest done at 9pm.

=====================================================================
Time: 9:00pm - 16th June 2011
=====================================================================
Download speedachieved during the test was - 450 Kbps
For your connection, the acceptable range of speeds is 1200-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 832 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
=====================================================================

By about 11pm it will be back to normal which was this ealier today:

=====================================================================
Time: 8:30am - 16th June 2011
=====================================================================
Download speedachieved during the test was - 6443 Kbps
For your connection, the acceptable range of speeds is 1200-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 832 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
=====================================================================

Fox · Jun 16, 2011, 21:23:21

finally got speedtester to work after 2 days trying

Download speedachieved during the test was - 1521 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8032 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7000 Kbps

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=136ms TTL=59
Request timed out.
Reply from 212.69.36.10: bytes=32 time=196ms TTL=59
Reply from 212.69.36.10: bytes=32 time=175ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 136ms, Maximum = 196ms, Average = 169ms

Pinging idnet.com [212.69.36.10] with 32 bytes of data:
Reply from 212.69.36.10: bytes=32 time=204ms TTL=59
Reply from 212.69.36.10: bytes=32 time=213ms TTL=59
Reply from 212.69.36.10: bytes=32 time=268ms TTL=59
Reply from 212.69.36.10: bytes=32 time=194ms TTL=59

Ping statistics for 212.69.36.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 194ms, Maximum = 268ms, Average = 219ms

looks like i am getting some packet loss too....

This is the fourth or fifth time my ping has gone through the roof while I have been with Idnet. I dont mind the higher price Idnet charges in comparison with some other providers if they deliver the service they promise, but alas they dont seem to. I think its time to move over to Plusnet, they offer twice the monthly download (60Gb) and it costs £8 a month less.