Constant 100% Packet Loss

[agiovanni123]

Hello, i have raised this with talktalk support numberous times via live chat and through the phone line, all line and speed tests showed excellent condition and no issues.

I have an 2 x Eero Pro 6 routers, one upstairs in my house, one downstairs.

Im an IT Tech Consultant so have understanding of whats going on yet i keep getting provided useless help such as reset router, even after explaining that the issue is not within the house, cabinet or exchange and that it is on talktalks server / datacentre end.

Yet i have constant 100% packet loss, this has been ongoing since around late october, i have been on live chat countless times since trying to get a resolution.

The speed is still 100% fine, the full 500mb/s (exactly what we pay for) - the issue is with packet loss making it impossible to do any high intensity tasks which relay on packets being delivered in a timely manner such as video calls and gaming.

This is affecting my work and yet noone at talktalk has been any help over the last months fixing this.

i have attached a traceroute.

i have attached current speed test

i have attached proof off 100% packet loss

i have attached a continuous ping test to 8.8.8.8 with proof this is a TalkTalk DNS/Routing issue

Please can someone with actual knowledge of this issue tell me whats going on and how i can get this resolved, if it cant be resolved i will be leaving talktalk

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I can pass this over for further investigation for you. Can I just check, does the packet loss also occur if you connect wired directly at the ONT with the eeros removed? 

Thanks

Michelle

[KeithFrench]

The crucial point is that I have escalated this to the TalkTalk staff on this forum, I only made reference to the service centre if you did not want to wait for a response. The staff on this forum are all based in the UK & do not work to scripts.

[agiovanni123]

Thanks but ive tried the service centre multiple times, they ignore all the previous attempted resolutions and refuse to adapt to anything that isnt "on script" making my expertise as an IT consultant ultimately redundant

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.