New full fibre connection issues

[#1]

New FTTP install showing persistent packet loss (4–16%) to multiple public IPs.

• Reproducible on Windows and Linux

• Reproducible across two routers

• Reproducible with multiple Ethernet cables

• 0% packet loss on LAN

• WAN link stable at 1000 Mbps

• ONT synced (Power + PON solid, LOS off)

• Latency stable at ~7–9 ms

Issue appears upstream of customer equipment.

Engineers don't know what packet loss is, and plusnet supports only solution is to make me wait for more engineers to come out. Is there anything at all I can do on my end or am I just stuck wasting my time with broken internet?

[#2]

Purely out of interest, @gj972639 , is this issue actually causing you any real issues? My ThinkBroadband monitor shows packet loss for most of the day, but it does not appear to be slowing anything down.

[#3]

I use my internet mostly for gaming and streaming, both are severely affected.

[#4]

Understood. As I do very little of that, it isn't something that worries me, but I understand it can be disruptive in your case. Unfortunately, unless you can pinpoint where the loss is, it is nigh on impossible to suggest a possible remedy, but more engineer visits will be pointless.

[#5]

Best I can tell after testing, speaking to a friend and double checking with chatgpt the issue is at a plusnet ip.Support just says "maybe openreach will send a better engineer next time as it's a second visit"

[#6]

I would suggest that 'speaking to a friend' - unless they have in-depth knowledge, with all due respect - and asking chatgp, is not likely to give you conclusive answers.

It is pointless sending out Openreach engineers for this type of issue, as it is not a network issue.

The only suggestion I can make, as this is not my area of expertise, is to run traceroutes to a number of the affected destinations, and post the results on here for investigation/analysis.

[#7]

Share a screenshot of the results from : 

https://speed.cloudflare.com/

[#8]

First

[#9]

Second. Not sure why it only lets me upload one at a time, that's a bit annoying. But anyway, 4% packet loss is on the lower end of how it gets, but still  quite tragic for my particular usages

[#10]

The friend is a network engineer, just in another country, and chatgpt I'm mostly using for specific info on how to test the problems and get all the information I can, not for specific answers.

I've run a traceroute and tried to explain what I saw there to plusnet customer support as the screenshot I posted yesterday shows. But they just insist on sending more engineers around.

[#11]

I am unable to Ping or to Trace Route to your Public IP.

[#12]

@gj972639 

I would suggest setting up a BQM (broadband quality monitor) details found here

https://www.thinkbroadband.com/broadband/monitoring/quality  You will need to enable ICMP on the router.

This will give a view from the outside of you connection state, just be warned as you have a dynamic IP Address, you would need to make allowances for that.

Have you checked the Fibre cable is fully connected to the ONT, hopefully something Openreach would have done.

As a last resort if you think you are getting the run around from support I would suggest raising a complaint.

https://www.plus.net/help/legal/complaints-code-of-practice/ 

[#13]

In my limited experience the router has a significant impact on connection performance... I use my own router on my full fibre connection and setting for Traffic Control (or QOS) affects the bandwidth applied to the internet connection.  Overloading the network connection will cause packets to be dropped, so setting the QoS (or Traffic Control) can have a significant impact on connection quality....  this will depend on the router you are using and what settings it allows you to control.

[#14]

@gj972639 

Your MTR test in Message #5 shows the worst case ping between your PC and router as 5ms !.

Either you have a LAN problem, or the router is doing something CPU intensive and delaying replying.

Have you checked to see whether your router has the latest firmware installed ?

ASUS TUF-AX3000 V2 Firmware version 3.0.0.4.388_23947 

If the latest router firmware doesn't fix it,  try connecting your Linux PC directly to the ONT, configure the network port for PPPoE, and repeat your tests (having bypassed the router).  If the packet loss disappears then the problem is with the router.

[#15]

@gj972639 

It would be worth considering using the alternative "ASUSWRT-Merlin" firmware on your "TUF-AX3000_V2" router, as users claim that latency issues are much improved, along with better performance and enhanced features, compared to the stock Asus code.

See - https://github.com/gnuton/asuswrt-merlin.ng?tab=readme-ov-file