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!
