Timeouts on 'Unlimited Fibre' package

[#1]

Have just moved into a new property, and signed up for PlusNet unlimited fibre package.  In previous property, was signed up for BT Infinity 1, and that was relatively 'rock solid'.  Now though, while I can live with a slower connection, I'm getting frequent timeouts.

Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=228ms TTL=57
Reply from 1.1.1.1: bytes=32 time=166ms TTL=57
Reply from 1.1.1.1: bytes=32 time=60ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=57ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=15ms TTL=57
Reply from 1.1.1.1: bytes=32 time=115ms TTL=57
Reply from 1.1.1.1: bytes=32 time=2385ms TTL=57
Reply from 1.1.1.1: bytes=32 time=414ms TTL=57
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=2272ms TTL=57
Request timed out.
Reply from 1.1.1.1: bytes=32 time=1558ms TTL=57
Reply from 1.1.1.1: bytes=32 time=26ms TTL=57
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=22ms TTL=57
Request timed out.
Reply from 192.168.1.72: Destination host unreachable.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=179ms TTL=57
Reply from 1.1.1.1: bytes=32 time=81ms TTL=57
Reply from 1.1.1.1: bytes=32 time=14ms TTL=57
Reply from 1.1.1.1: bytes=32 time=16ms TTL=57
Reply from 1.1.1.1: bytes=32 time=49ms TTL=57
Reply from 1.1.1.1: bytes=32 time=306ms TTL=57
Reply from 1.1.1.1: bytes=32 time=1986ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=2251ms TTL=57
Reply from 1.1.1.1: bytes=32 time=1385ms TTL=57
Request timed out.
Request timed out.
Request timed out.
Reply from 1.1.1.1: bytes=32 time=9ms TTL=57
Reply from 1.1.1.1: bytes=32 time=150ms TTL=57
Reply from 1.1.1.1: bytes=32 time=23ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=10ms TTL=57
Reply from 1.1.1.1: bytes=32 time=11ms TTL=57

This is not just a dodgy line - I can't ping the router either, with similar timeouts.  

Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=92ms TTL=64
Reply from 192.168.1.254: bytes=32 time=5ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=14ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=6ms TTL=64
Reply from 192.168.1.254: bytes=32 time=4ms TTL=64
Reply from 192.168.1.254: bytes=32 time=185ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1167ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1781ms TTL=64
Request timed out.
Request timed out.
Request timed out.
Reply from 192.168.1.254: bytes=32 time=2179ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2475ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1727ms TTL=64
Request timed out.
Request timed out.
Reply from 192.168.1.254: bytes=32 time=1157ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=426ms TTL=64
Reply from 192.168.1.254: bytes=32 time=820ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=994ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1156ms TTL=64
Reply from 192.168.1.254: bytes=32 time=304ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1070ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1106ms TTL=64
Request timed out.
Request timed out.
Reply from 192.168.1.254: bytes=32 time=630ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=385ms TTL=64
Reply from 192.168.1.254: bytes=32 time=249ms TTL=64
Reply from 192.168.1.254: bytes=32 time=709ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2038ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2055ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1619ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=174ms TTL=64
Reply from 192.168.1.254: bytes=32 time=865ms TTL=64
Reply from 192.168.1.254: bytes=32 time=290ms TTL=64
Reply from 192.168.1.254: bytes=32 time=296ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1084ms TTL=64
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1412ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1600ms TTL=64
Reply from 192.168.1.254: bytes=32 time=447ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1663ms TTL=64
Reply from 192.168.1.254: bytes=32 time=181ms TTL=64
Reply from 192.168.1.254: bytes=32 time=859ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1822ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=207ms TTL=64
Reply from 192.168.1.254: bytes=32 time=629ms TTL=64
Reply from 192.168.1.254: bytes=32 time=258ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1399ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1006ms TTL=64
Reply from 192.168.1.254: bytes=32 time=9ms TTL=64
Reply from 192.168.1.254: bytes=32 time=773ms TTL=64
Reply from 192.168.1.254: bytes=32 time=519ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1518ms TTL=64
Request timed out.

I'm pinging the router via Wifi.  I've tried two laptops with similar results, so doesn't look like its hardware (laptop) related.

I've done a factory reset on the hub, which solved it for a little while, then it all came back again.

These bad pings aren't consistent.  If I ping 1.1.1.1 now, its rock solid again.

Pinging 1.1.1.1 with 32 bytes of data:
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=8ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57
Reply from 1.1.1.1: bytes=32 time=7ms TTL=57

and so is the router

Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Request timed out.
Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=76ms TTL=64
Reply from 192.168.1.254: bytes=32 time=97ms TTL=64
Reply from 192.168.1.254: bytes=32 time=2ms TTL=64
Reply from 192.168.1.254: bytes=32 time=217ms TTL=64

But then it'll go wrong again.  

Is it a hub issue?  Its a  Hub 1 - similiar to the BT HH5...

[#2]

As you were a BT Infinity customer, do you still have the supplied BT kit?

If so, then just use that to see if the problem goes away.

Setup details for HH4/HH5 at https://community.plus.net/t5/My-Router/Use-a-BT-Hub-2-3-4-or-5-on-a-Plusnet-connection/m-p/1192234#...

Setup for Smart Hub aka HH6 at https://community.plus.net/t5/Broadband/BT-Home-Hub-6-Smart-Hub-on-PlusNet/m-p/1415464#M312705

[#3]

Thanks.  Yes, still have the old router, so will try that... 

Had a similiar issue with the BT hub rebooting quite frequently, but after a couple of days, that stopped.  These timeout issues haven't resolved themselves in the same way, which leads me to believe is something iffy with the router.  Was trying to ascertain whether its a common PlusNet issue with these routers, or whether its just 'one of those things'.

[#4]

Hi there, 

I have just had a look at your line regarding this. 

From the tests that I have been able to run, everything looks spot on from our side.

Can I ask if you changed the router over to your old provider's hardware and are you still experiencing this issue? 

Thanks