topic Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK in Broadband

Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Sun, 23 Aug 2026 21:07:29 GMT

I've been having bad bufferbloat, packet loss (particularly in video games), jitter, and general slow connection for ages now and it has gotten worse in the last couple of weeks.

I've tried texting the support service but whenever I write "ADVISOR" it doesn't even recognise it and it keeps asking for a phone number I don't have. I'm sick of it. It says 24/7 service but that's a lie.

It's unuseable at this point, how on Earth can internet in 2026 be:

-Unable to run a competitive video game without networking issues.

-Unable to stream one (1) HQ thing at a time.

-Completely unable to stream two (2) things at a time. By stream I mean 'watching a video'.

-Extremely slow download and upload speeds.

-Unable to exist without bufferbloat to the point of dysfunction.

In the UK.

It's astonishingly poor service. And then for PlusNet to not even have an email or online web chat support service is dismal beyond belief.

So what do I do to fix this given I can't even use their formal support routes?

I have no idea. I can provide any info you want.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

ExForce9 — Sun, 23 Aug 2026 22:14:43 GMT

@MyInternetisSoS

This might take a few days to work through.

Start by setting up a free ThinkBroadband Broadband Quality Monitor (BQM)

This will create a 24/7 monitor that displays the patterns of latency and packet loss on your internet connection.

If your Plusnet connection has a dynamic IP address, then you will also need to configure your router and the BQM settings with a dynamic DNS service - so that the remote ThinkBroadband server can track your router's WAN IP if it changes.

DDNS services that are said to work with the Plusnet Hub Two router are -

DynDNS, NoIP, ChangeIP, EasyDNS, Zoneedit and DNS-O-Matic

Once you have the chart working, go to - https://www.thinkbroadband.com/my-profile/broadband-quality-monitor

find and press the [Share] button under your chart,

look in the "Share Live Graph" section and copy the <Direct Link> URL,

then paste that URL in your reply here - so we can all see what is going on with your connection.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

PhilipHeyes — Mon, 24 Aug 2026 07:11:42 GMT

See if you can capture any of these issues, screen-shots can be harder to ignore than words :

https://speed.cloudflare.com/

https://interprefy.speedtestcustom.com/

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:32:48 GMT

Thanks, I'm trying to set this up now but having some issues. Not sure why this is as I've enabled dynamic DNS as you suggested.

image.png

I don't understand whay my host name should be. I tried doing DynDNS and I think they want me to spend £55 to set it up? I'm not doing that, come on, I'd rather just change my ISP at that point. I must be mistaken here, right? I must be able to do this without spending £55. I assume I've just got things wrong.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:35:13 GMT

I should say--I tried to set it up but I failed.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MisterW — Mon, 24 Aug 2026 07:36:49 GMT

I must be able to do this without spending £55

https://www.noip.com/

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

Dan_the_Van — Mon, 24 Aug 2026 07:38:24 GMT

@MyInternetisSoS

What product (Part or Full Fibre) do you have and which router are you using?

You need to enable ICMP echo on your router for BQM not to show 100% packet loss

Maybe check NoIP I think it is a free service.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:38:04 GMT

Apologies for the barage of replies. I have set it up temporarily, I think...but noit the dynamic DNS so hopefully that just won't be needed

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:39:46 GMT

Not full fibre, I just have broadband I think.

Plusnet hub 2

I have no clue what ICMP Echo is, sorry.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

Dan_the_Van — Mon, 24 Aug 2026 07:45:18 GMT

The Hub two refers to it as Incoming ping, found in the Advanced settings >Firewall >Configuration

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:46:16 GMT

Thank you, I enabled it but now it has the 100% packet loss thing. I'm trying to set up dynamic dns from noip but it's just stuck on 'connecting' on the hub settings even after I've set it up on the noip website

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:48:36 GMT

Thanks. At the minute it seems ok (probably because it's 8:47AM) but I'll get something in the evening, hopefully.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:51:31 GMT

Ok I figured it out, was stupid on my end sorry, I'm connected to dynamic DNS now.

So now it should stop the 100% packet loss thing I hope?

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 07:52:28 GMT

😀

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 09:47:47 GMT

I can already see big jitter even in the early morning.

The packet loss I get in games is perhaps too brief (lasts for 15-20 seconds rather than 2 mins+) to get on the graph, but maybe there'll be something later on. IDK how the graph works. I have had packet loss in the game even this morning but it isn't represented on the graph because, I guess, the server pinging me for that has its own connection.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MisterW — Mon, 24 Aug 2026 10:01:04 GMT

@MyInternetisSoS

Not full fibre, I just have broadband I think.

In that case, what is your upstream speed ?

and do you have any devices (e.g phones ) that periodically sync to the cloud ?

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

Dan_the_Van — Mon, 24 Aug 2026 10:25:00 GMT

@MyInternetisSoS

If you share the Hub two >Advanced setting >Technical log >Information screen that will give an indication of you line condition.

Make sure you hide your broadband username.

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 10:31:03 GMT

Dunno image.png

Dunno if this is any use. I don't get super high ping when I play games, it's just the jitter and packet loss.

And then the bufferbloat I presume is what makes it hard to watch videos/stream videos?

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 10:34:42 GMT

image.pngimage.png

Thanks! I hope this provides some useful information

Re: Terrible bufferbloat, packet loss, jitter, etc. Text support service DOES NOT WORK

MyInternetisSoS — Mon, 24 Aug 2026 10:38:08 GMT

9.7 in theory.

Just tested it and it was 9.29, so close enough

Mb, not MB!!!

IDK how to check if they are 'regularly synching with the cloud', but there are two phones on the wifi. Surely this wouldn't impact ethernet connection that much?

Surely in the year 2026 we can have a couple of devices on the wifi without destroying the ethernet connection.