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

[butchy-dutchy]

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!

[butchy-dutchy]

just logged into my account to see this...

honest to god im fuming now. Your incapable support team who have no clue what there talking about sent me another router in the post because they said that would fix it  "they aliment its was that" even when i told them its nothing to do with wifi.  they also said it was free of charge so wtf is this on my latest bill ?????

i need some answers before this goes to ofcom am seriously not happy now.

i signed up for this internet Nov 18, 2023, 3:19 AM

the whole of 2023 was diabolical.. moving into 2024 it was just as bad. i bared with it at first because id just come from virgin an there copper lines where just as bad.. 2025 january - march where the only months that i had solid internet with no lag.

ive been paying £50 a month for 2 years for this an all u did was offer 1 month free its daylight robbery. 

[butchy-dutchy]

this is taking the *@#][!![]'#[@#]!* now.. am canceling my direct debit im not paying for this anymore i cant even use the internet for what i want it for..

every single day i have packet loss an nothing gets done. i keep getting texts saying we have applied a solution but its still the exact same the ticket/ issue i raised is showing as fixed when it clearly is not.

talk talk are a joke 

[butchy-dutchy]

no problem at all mate i do appreciate what you do for the community. i think there has been a miss understanding both ways as the original engineer that i never agreed to was back in november last year. in the end of december something they had done fixed it thats  what made me think they must have sent an engineer out anyway right?. but i could be wrong. but as of today an the past week of speaking on the phone an text etc no one has said they will send an engineer because the line test they do shows no issue.

[ferguson]

I can't see anything to do with your complaint, of course not, I am just a customer like yourself. I am engaged simply because I am genuinely trying to help, not sure what I am surmising? Although fair enough for asking the questions you have, which hopefully the support team can answer regarding what has, or has not occurred. Personally, I would have thought agreeing to an engineer would have moved this on, but that is just my view. I will dip out now pending a further response from TalkTalk directly. 

[butchy-dutchy]

could i also ask why you are so engaged in this matter as it seems your just a community star an not a member of the talk talk staff. so to me your the one making surmise ?

i don't want to come across rude but can you actually see the complaint lol

[ferguson]

OK, didn't intend to deflect in any way, just that you seem to basing a lot on surmise. 

[butchy-dutchy]

As I have clearly stated multiple times now, the resolution last year came after I raised a formal complaint (CMP-810459). At no point was I informed of what was specifically done to resolve the packet loss issue. I was simply notified after the fact that the case had been closed and the issue was resolved.

I did not agree to engineer charges because the issue was evidently not on my premises. It was resolved without any engineer visiting my home, which strongly indicates that the problem was located externally—likely at the Openreach exchange or similar infrastructure.

Therefore, I'm requesting clear details:

1. Exactly what actions were taken to resolve my complaint last year.

2. Whether an Openreach engineer visited the exchange or performed external work.

3. Any report or record generated as a result of these actions.

Please stop deflecting and provide a straightforward response. This is crucial, as the identical packet loss issue has returned, affecting my service yet again. I am confident the issue is external, and as a customer, I am entitled to know how the previous problem was rectified.

If this continues to be avoided or ignored, I will have no option but to escalate this matter further.

[ferguson]

What engineer's report? One would only be engaged if you agreed to potential charges, we seem to be back to square one to be honest. If you are confident that the issue is caused by anything on the Openreach end i.e from and including the ONT outwards, then charges should not arise. 

[butchy-dutchy]

To be honest am not entirely sure. this went on for almost 6 months last time. an i changed nothing my end to resolve it.

Personally i would like the complaint to be looked into again to see if the engineer left a report. or any other reports where made to explain what the issue was.. i think its congestion but talk talk would never admit that anyway.

If there is a report can i possibly know what it said and can they do the same to try fix it ?

What do you think the next steps should be ?

They also offered me a month free for the last issue. so moving forward i feel like i should not be paying full price with the current issues.

I also think this will be the last chance i give talk talk before going to a new ISP.

[ferguson]

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

[butchy-dutchy]

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.

[ferguson]

@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? 

[kanya-TT]

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

[butchy-dutchy]

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

[kanya-TT]

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

[Gliwmaeden2]

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 ).

[butchy-dutchy]

@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.

[Anonymous]

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

[butchy-dutchy]

when is the next available engineer then ?

[Chris-TalkTalk]

Hi butchy-dutchy,

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

Chris