Hi Guys, thought I should comment as I have had this issue resolved but you will need, not unlimited fibre, but unlimited patience. You can see from my previous posts I provided packet loss TBB graphs, traceroutes, etc. I can say that a static IP address (which has been added to my account for free) has resolved the issue for me. From a technical perspective since the static IP update I am no longer routing through the hiper04 environment, the path looks London based (lo16) but this might be impacted by my location (Ipswich / Felixstowe) so might not work for everyone - I don't know.
However, to achieve this took 3 support tickets, 3 phone calls, one web chat and a few weeks. First thing to understand is with all providers you are never speaking to someone at the company. Phone call / web chat / support ticket = 3rd party call centre / agent somewhere - it will be very rare you are ever speaking to an engineer. All providers are, to my knowledge, like this, so if you ever have an issue all providers are as bad as each other. This means unless the agent can look at a webpage somewhere of known issues and see updates related to this, they can do nothing for you. During my tickets, even with evidence of 0% packet loss to my router and all other DNS locations except hiper04, they said an engineer would call or text me within the hour. An hour later a support ticket appeared saying they where sending a new router and this would hopefully resolve the issue. Wonderful, what has that got to do with anything? However, standard canned 3rd party steps to resolving a customer issue and a waste of hardware. Across the 3 phone calls the initial wait time was never less than 25mins, mostly 30mins+ (during a weekday evening). I kept notes of everything for an Ofcom/CISAS case. The final call went like this:
00 - 31mins: In queue to their accounts team. I am ringing to explore cancelling my contract.
31 - 32mins: Picked up, now being transferred to cancellations.
32 - 47mins: On hold.
47 - 50mins: I want to cancel. Get told termination of my contract will cost me £384, if I don't pay I'll have the debt collectors after me. I can open an Ofcom/CISAS case and the outcome of that determines if the debt goes away. I explain that their Unlimited Fibre Product is not fit for purpose, targeted at gamers / streamers and its evidently useless for that between 20:00 - 23:00 every evening for weeks. So while the issue is resolved can I get a rebate of the broadband fees? Ah, you'll need to talk to technical support. I'll transfer you!
50 - 78mins: On hold to technical support.
78 - 82mins: Explain my situation.
82 - 89mins: They are reviewing my support tickets and this forum. This is actually real progress and the lady on the phone was genuinely helpful and had someone there who knew how to assist. This did not happen the previous calls and to my knowledge is pure fluke. You might need to just keep trying until you get through to someone like this.
89 - 98mins: They want to try the static IP (they actually read this forum). Reboot my router, everything is evidently not going through hiper04. I reset Pingplotter to twitch.tv which had 80% packet loss at start of the call and through the new routing, no evident packet loss for 5mins+. Happy to mark resolved, I'll watch over the next few days.
I have not watched packet loss graphs or TBB since, however, I am not longer getting disconnected or seeing any lag / bad streaming so everything has been functional since. Don't know if this helps anyone, all I can say is all providers are as bad as each other when it comes to a customer having an issue, just look twitter for any telecom company.
