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

[#1]

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.

[#2]

@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.

[#3]

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/

[#4]

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.

[#5]

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

[#6]

I must be able to do this without spending £55

https://www.noip.com/

[#7]

@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.

[#8]

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

[#9]

Not full fibre, I just have broadband I think.

Plusnet hub 2

I have no clue what ICMP Echo is, sorry.

[#10]

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

[#11]

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

[#12]

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

[#13]

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?

[#14]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/2a942df0fd297d612fa3fc01cd8f5aa2e26de62c

 😀

[#15]

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.