topic Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support in Broadband

Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Mon, 02 Dec 2024 15:26:47 GMT

Hi everyone,

I'm hoping someone here might be able to offer advice or guidance because I'm at my wit's end with this issue.

For a while now, I've been experiencing severe jitter and packet loss at random intervals throughout the day, although it seems worse in the evenings. This makes gaming, voice chatting, or even basic browsing incredibly frustrating as the connection becomes unusable.

Here's what I've tried so far:

I'm using a Cat5e Ethernet cable (so no, it's not a Wi-Fi issue).
I've connected directly to the Openreach ONT box on the wall to rule out issues with the router. The problem persists even with this direct connection.
I've been monitoring my connection with PingPlotter and pointing it at Google's servers (which are reliable). The results clearly show packet loss spikes throughout the day, and I have screenshots to prove it.

Despite all this evidence, every time I contact TalkTalk's customer support for Full Fibre, they seem completely out of their depth. They don't seem to understand terms like "jitter" or "packet loss" and repeatedly suggest things like improving Wi-Fi with boosters—even though I've explained multiple times that I'm using a hardwired connection.

I've asked for an engineer to investigate, but they always claim there's nothing wrong after running their (likely basic) tests on their end. Since this is an intermittent fault, it often doesn’t appear during the times they're running tests, which makes reporting it even harder. To make things worse, when the issue occurs, it's usually after hours when their support lines are closed or their systems are down.

I’m paying full price for the best package they offer, and yet I’m stuck with this unreliable connection. It’s clear the issue lies somewhere before the ONT box on the fiber line, but getting anyone at TalkTalk to understand this feels impossible.

If anyone has been through something similar or knows how to escalate this beyond the usual support channels, I’d really appreciate your help. I’m tired of going around in circles and not getting anywhere.

Thanks in advance!

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

KeithFrench — Mon, 02 Dec 2024 16:11:36 GMT

What security software are you using as this can cause issues like this?

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Mon, 02 Dec 2024 16:24:12 GMT

sorry i should of said i dont use any security or antivirus. i have tested on 3 devices an the fault is persistent across them them all even bypassing the eero devices direct to ont... the fiber wire is also on a pole going through trees and the line litrally rests on branches it could be simply noise from that i have no idea but am trying to think what it could be other than blaming congestion lol

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

KeithFrench — Mon, 02 Dec 2024 16:26:37 GMT

Have you tried turning off the ONT for at least 30 mins?

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Mon, 02 Dec 2024 21:50:31 GMT

yes tried that mate got an email when i turned it back on saying im now live. but straight back to packet loss central lol i even just went an paid for a cat6e shielded cable an go direct AGAIN to the ONT on the wall an its just diabolicle how much i lag. i just dont know what am suppose to do anymore. £55 a month an 90% of the day am having packet loss issue. TalkTalk do a speed test see that am getting full speed an a one off ping of 3ms so they autopilot an go everything looks good our end. So fustrating tbh i wish they had a team that could be actually skilled an qualified to understand the problems. i just get put through to an indian who keeps moaning at me because they dont understand the terms im using an they cant go off there script. so again they just auto pilot into suggesting the wifi is the issue then offering boosters etc. honestly its shameless

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Mon, 02 Dec 2024 21:57:48 GMT

This is after the ONT was reset left it off for arround 40 mins. and the direct connection to ONT with cat6e

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

Anonymous — Tue, 03 Dec 2024 06:34:26 GMT

Morning,

I'm sorry to hear this. Please can you run a wired ping and trace route the next time this happens and send the results to me via a Private Message.

Run a Ping or Traceroute - TalkTalk Help & Support

Thanks

Michelle

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Fri, 13 Dec 2024 22:06:35 GMT

Talk Talk says there is no problem with the line.. this been constantly like this for weeks now.

The talk talk team ...

i Seem to be getting no where and the fact they want to charge me for an engineer is discusting. i pay £55 a month for this crappy unstable connection already.

i have requested a copy of there line diagnostic they do there end as i dont believe it even shows stuff like packet loss and yet to receive it. any advise on what to do next ?

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Sun, 15 Dec 2024 21:51:22 GMT

This picture says it all for me.... i was online all saturday night from around 8pm - 5am (degen ino) but anyway the internet was perfect i had no lag at all or packet loss. so i said to me myself ill fire up pingplotter an let it run while i get some sleep. so here is the results

5AM to - 8AM Perfect connection 8AM > Major packet loss starts again. am asleep at this point an no one else uses my connection.

This to me shows severe congestion on the line obviously most people wake up 8AM crack on with the day. so talk talk sort it out please am tired of it already now. i feel robbed that am paying for this.

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

Chris-TalkTalk — Mon, 16 Dec 2024 16:07:59 GMT

Hi butchy-dutchy,

I'm sorry but you would need to accept potential engineer charges before we can arrange an engineer visit

Chris

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Mon, 16 Dec 2024 16:19:51 GMT

when is the next available engineer then ?

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

Anonymous — Tue, 17 Dec 2024 10:15:52 GMT

Morning,

We wouldn't know what dates are available until we go ahead to book the engineer visit. Please can you confirm acceptance of possible time related engineer charges and also provide a few days AM (8-1) and PM (1-6) and we can arrange this visit for you.

Thanks

Michelle

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Wed, 16 Apr 2025 02:49:09 GMT

@Chris-TalkTalk The exact same issue is back every single evening i get packet loss..

I've tried speaking to the technical team an you already know how that goes...

the same old we cant find issue our end our test show everything is ok... i tried to explain that i had a previous complaint about the same issue an after that engineer visited the exchange it was fixed..

but they would not listen an told me the engineer cancelled an it was just a new router that fixed it when it was not that at all..

they have sent me another new eero router which again is pointless..

its clear as day the issue is at the exchange again or else where. because no one ever visited my property but the issue got resolved last time. so i just want to cut all the BS out an get that engineer out to sort out the exchange outside..

cheers.

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

Gliwmaeden2 — Wed, 16 Apr 2025 03:45:34 GMT

I'm re-escalating this thread for you, @butchy-dutchy, so it will be back in the queue for attention.

Staff reply during the day, Monday to Friday (not Bank Holidays ).

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

kanya-TT — Wed, 16 Apr 2025 07:25:44 GMT

Hey there, butchy-dutchy. We are extremely sorry for this recurring issue; I am sure it has become a huge inconvenience. We will need to have this escalated.

Kany

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Wed, 16 Apr 2025 15:21:57 GMT

I appreciate the fast response and thanks for escalating this for me. it really can be frustrating.

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

kanya-TT — Wed, 16 Apr 2025 15:30:13 GMT

We thank you for making us aware that something is rather peculiar in your internet issue in that, checks have been made, an engineer has been assigned but still the issue is persistent. So, the most ideal thing was that we escalate this. But no need to worry, I will give you an update on what to do next. Thanks

Kanya

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

ferguson — Wed, 16 Apr 2025 15:39:11 GMT

@butchy-dutchy

I am a wee bit confused here, did you actually have an engineer visit last time you raised this, as you never seem to have accepted possible charges in order for an appointment to go ahead?

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

butchy-dutchy — Wed, 16 Apr 2025 16:06:29 GMT

Hi there let me give you a little update as to what happened.

when they was asking me to agree to the engineer charges i went ahead an raised this as a complaint.
i got a text which said the following..

```
TalkTalk Update: Hello Anthony, your complaint, CMP-810459, has now been closed as we're confident it's now resolved. If you still need to speak to us about your complaint, please get in touch by chatting with us at https://z2.liveper.sn/api/account/45956611/route/campaign/263284132/engagement/5671870350 between 9am - 8pm Mon-Fri. You can find a copy of our Complaints Code at talktalk.co.uk/complaints. TalkTalk is a member of the alternative dispute resolution scheme CISAS, cedr.com/cisas
```

i was not told anything at all about the case an how they amended the issue..

i got a phone call about 1 month after the case was opened asking if it was fixed i said yes its been great which it was at the time.
they said there closing the case so that was the last thing i heard.

i brought up this complaint number to the person on the phone few days ago they told me an engineer was cancelled which i don't believe otherwise how did they solve my issue right..

the most frustrating part is no one gives you in detail descriptions of what was actually done.

i am a full stack web developer and back-end developer i know quite a lot about how things work so would be nice for someone to tell me what the issue was you know.

Re: Constant High Jitter & Packet Loss - No Resolution from TalkTalk Support

ferguson — Wed, 16 Apr 2025 16:33:30 GMT

OK, so how do you think this should be progressed now?