I've been getting constant packet loss and connection loss over my Fibre broadband for three weeks now, it's causing Teams calls to lag terribly and playing anything online impossible. The router isn't fully disconnecting often so when I ring up support can't see anything wrong, so all the focus has been on my gear.
This is happening on all devices at the same time, if it happens on my PC, it'll be mirrored exactly on my laptop (using Pingplotter to test), it happens equally over wifi and ethernet and no matter who I'm pinging. I've restarted everything loads of times and replaced the router (with a brand new Smart Hub 2), power supply and wire from the ONT to the router.
This week it has become even worse, with constant severe packet loss bad enough that I'm often struggling to work. Pingplotter screenshots attached of what it's like normally and when it's especially bad, which it is 3-4 times a day now.
My neighbours are also reporting these near-complete dropouts for 5-10 minutes at the same time I get them. One of them tell me that Sky have told them that there's an issue with "the exchange in Burnley" that's proving hard to fix but given that it's limited to our street in Lancaster and it's third hand information I don't know how true that is. I've been onto the Plusnet diagnostics bot during times when it's unusable and get the same response that our connection 'seems to be performing well'.
Support have been very responsive and great to deal with but it now feels like it's beyond anything that they're able to help with so I'm posting it in here, any help or assurance that the problem is a known one and being dealt with would be very appreciated!
