High packet loss on Vodafone internet

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Foiler

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Topic # 241053 8-Oct-2018 18:13

Customer is experiencing high packet loss on their 50/10 fibre connection.

We are monitoring this using PRTG with 100 single-packet pings to 8.8.8.8 every 10 minutes. Chart is attached.

Prior 27-8-18 there were virtually no lost packets at all, and there have been no architectural or equipment changes.

Is there any way of proving this behaviour into the ISP, and if yes then how would you go about an improvement in internet quality in this instance?

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Reply # 2103495 8-Oct-2018 18:26

@gaddman

He is the best man to look at this!

John

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Reply # 2103502 8-Oct-2018 18:39

@Foiler have you restarted ONT & AP and checked again?

John

Foiler

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Reply # 2103504 8-Oct-2018 18:46

The router was restarted two weeks ago and the both router and ONT restart was about a month ago .. fairly sure the ONT restart was after the sudden onset of the errors 27-8-18.

shaunm

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Reply # 2103505 8-Oct-2018 18:53

Foiler:

The router was restarted two weeks ago and the both router and ONT restart was about a month ago .. fairly sure the ONT restart was after the sudden onset of the errors 27-8-18.

I can take a quick look into this from my end, If you could DM me the connection details/account number would be cool.

Do you have any other sensors on that probe to any other IP's or seeing any other errors on this prob that could be beneficial?

Shaun

Foiler

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Reply # 2103520 8-Oct-2018 19:12

Google Web Page load times - past 100 days:

Google dns packet loss - past 100 days:

2Talk SIP server packet loss - past 100 days:

Google dns jitter - past 100 days:

Google dns packet loss - past 2 days:

2Talk SIP server packet loss - past 2 days:

Foiler

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Reply # 2103639 9-Oct-2018 07:23

Both the ONT and the Draytek router were restarted at 0800 13-9-18. This resolved what appeared to be a Vodafone network dns fault. (none of the LAN clients could resolve dns)

noroad

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Reply # 2103678 9-Oct-2018 09:26

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8.8.8.8 is not a suitable target for your ping tests. Google has been having issues over the last couple of weeks. Normally Google advertises this IP using anycast out of Sydney for a server cluster based there. Over the last couple of weeks Google has continued advertising out of Sydney but the traffic is taking their network to what appears to be a USA based "server". Google specifically states you should not rely on ICMP to their DNS servers and as much as there is an aura of infallibility when people think of Google they can have issues as much as any one else. So in this case, the issue is unlikely to be a Vodafone issue but a network assumption issue I would suggest.

Foiler

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Reply # 2103680 9-Oct-2018 09:29

The comparitive ping tests to sip.2talk.co.nz follow the same long term patterns and short term impairments as the google dns pings :-)

gaddman

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Reply # 2103776 9-Oct-2018 10:48

Do you see the same packet loss pinging hosts inside the Vodafone network? Start with the BNG (the first hop after your router). We monitor across a bunch of connections and aren't seeing the same behaviour you've picked up on. Also, has the latency changed with any of the hosts you're pinging? No firmware updates to your Draytek?

Foiler

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Reply # 2103821 9-Oct-2018 11:06

gaddman:

Do you see the same packet loss pinging hosts inside the Vodafone network? Start with the BNG (the first hop after your router). We monitor across a bunch of connections and aren't seeing the same behaviour you've picked up on. Also, has the latency changed with any of the hosts you're pinging? No firmware updates to your Draytek?

If you need this, can you please provide a name or IP in the Vodafone network and I will set up a new PRTG Device with Ping and Jitter sensors. But I don't think that will provide new information because we already have a strong correlation between 8.8.8.8 and sip.2talk.co.nz. Also note that the sensor connecting to the google website is showing consistently good connectivity ie load times over past 100 days.

No significant config changes to the Draytek 2862 except for QoS which was on until yesterday, and is now off (packet losses continue). The router was provisioned in Feb and no firmware changes.

gaddman

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Reply # 2103925 9-Oct-2018 14:20

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Foiler:

gaddman:

Do you see the same packet loss pinging hosts inside the Vodafone network? Start with the BNG (the first hop after your router). We monitor across a bunch of connections and aren't seeing the same behaviour you've picked up on. Also, has the latency changed with any of the hosts you're pinging? No firmware updates to your Draytek?

If you need this, can you please provide a name or IP in the Vodafone network and I will set up a new PRTG Device with Ping and Jitter sensors. But I don't think that will provide new information because we already have a strong correlation between 8.8.8.8 and sip.2talk.co.nz. Also note that the sensor connecting to the google website is showing consistently good connectivity ie load times over past 100 days.

No significant config changes to the Draytek 2862 except for QoS which was on until yesterday, and is now off (packet losses continue). The router was provisioned in Feb and no firmware changes.

To get the IP within the Voda network run a traceroute and look at the first hop after your router. If you're not sure how to go about this, then I'd suggest contacting our call centre and let them guide you through all the usual troubleshooting steps. The reason I'm suggesting this is in answer to your original question - Is there any way of proving this behaviour into the ISP. At the moment all we know is you've got issues to a couple of places on the internet - that could be an issue in the wider Vodafone network, your connection specifically, or your device/test. Testing to your router and the next hop along will help narrow this down. That's also why I ask about the latency (not the load time, that probably won't change even for a significant latency change) - it's all info to help narrow down your fault.

Foiler

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Reply # 2103942 9-Oct-2018 15:13

gaddman:

To get the IP within the Voda network run a traceroute and look at the first hop after your router. If you're not sure how to go about this, then I'd suggest contacting our call centre and let them guide you through all the usual troubleshooting steps. The reason I'm suggesting this is in answer to your original question - Is there any way of proving this behaviour into the ISP. At the moment all we know is you've got issues to a couple of places on the internet - that could be an issue in the wider Vodafone network, your connection specifically, or your device/test. Testing to your router and the next hop along will help narrow this down. That's also why I ask about the latency (not the load time, that probably won't change even for a significant latency change) - it's all info to help narrow down your fault.

If you are trying to prove the fault beyond the Vodafone network then wouldn't it make more sense to be testing to the last hop, not the first hop?

C:\Users\Admin>tracert 8.8.8.8
Tracing route to google-public-dns-a.google.com [8.8.8.8] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.0.1
2 7 ms 4 ms 4 ms UNASSIGNED.static.cust.vf.net.nz [<customer static IP>]
3 3 ms 7 ms 3 ms 10.123.38.169
4 27 ms 29 ms 29 ms UNASSIGNED.vf.net.nz [203.109.180.181]
5 31 ms 27 ms 28 ms UNASSIGNED.vf.net.nz [203.109.180.182]
6 30 ms 30 ms 29 ms 108.170.247.75
7 148 ms 133 ms 129 ms 216.239.40.33
8 158 ms 158 ms 163 ms 216.239.57.201
9 163 ms 157 ms 157 ms 66.249.95.76
10 158 ms 157 ms 159 ms 108.170.235.231
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.
20 158 ms 159 ms 155 ms google-public-dns-a.google.com [8.8.8.8]
Trace complete.

Jase2985

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Reply # 2103944 9-Oct-2018 15:21

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how about instead of ignoring the people that are trying to help you, and are in the right place to help you, ie a Vodafone staff member you provide the information requested

they are trying to prove if the issue is in your network, by only testing the first hop. as mentioned they can see no issues from their side in their metrics so they want to eliminate variables, which means testing from your connection to the first hop, ie a Vodafone server within their network.

Foiler

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Reply # 2103949 9-Oct-2018 15:31

I think that Gaddam is saying the problem could be inside OR outside the Vodafone network? ie if outside then on customer side or wider internet side?

Incidentally we have been testing to the internal router IP so the LAN connectivity is proved to be ok.

Perhaps the best option is to test to both the first and last hops of the Vodafone network? .. just for clarity, which would be those two nodes?

yitz

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Reply # 2103970 9-Oct-2018 15:35

You should be testing the second hop UNASSIGNED.static.cust.vf.net.nz []

I doubt that is your static IP so you won't be testing to your own router, it might be in the same range.

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