New to Fibre, first in my area, small bursts of packet loss weekday mornings only

[#1]

@Dan_the_Van I’m just about to set up that external monitor.

So far my wired testing showed a drop at 11pm and 4am overnight ruling out my mornings only theory.

So far as I can tell; it’s every site. It’s universal packet loss. Multiplayer is interrupted. Video calls. Pings to Google hosts and CloudFlare hosts.

[#2]

@iZian 

Something seems afoot.

What speed FTTP are you on? I'm on 150Mbps FF and have tried pings to 1.1.1.1 from my Windows PC - which is connected to the Hub 2 by 5GHz Wi-Fi - and typically get a response time of 4/5ms with occasional longer times up to 11ms, with no packet loss (in a run of 100).

[#3]

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@pvmb I'm on 300. I leave the pings running all day and night now; I noticed a 15 second drop ish at 11pm and 4am last night.

I just had another drop at 10:26am and now I have my think broadband monitor set up; it picked that up on the pings back to me  also :

"2026-05-06T10:25:00+01:00","100","","5089000","5357000","5594000","1"
"2026-05-06T10:26:40+01:00","100","6","5070000","5376000","5951000","301"
"2026-05-06T10:28:20+01:00","100","","4638000","5376000","5572000","1"

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I called PN yesterday explaining the issue on ethernet and video calls drop out for 15 seconds but the response I had on emails was about wifi signal, and response on phone suggested that engineers don't come out for packet loss.

There's bursts of packet loss at random times. No pattern I can see anymore. No disconnect. The packet loss in that time is severe (averaged out over a period it's not because the connection is 100% brilliant at all other times).

I'm lost. I mention @Dan_the_Van @markhawkin  also since I've set up the monitor suggested.

I'll leave it running a week. But I feel like I'm out of options. it's a new Hub and the existing one was fine when I was FTTC. and I don't see any way of anyone checking the optical cable or kit without having to fork out big money 

I'm just so sad because my FTTC connection was perfect and stable all day and night and now I've "upgraded" to this.

[#4]

Sorry the thing wouldn't let me attach my image of the chart only the CSV, I try again showing the little red line where the first thing it picked up was showing, and again another spike because it usually happens more often in the mornings and so it happened again at 10:51

Edit to add: yep it shows 6%... but if it was 6% evenly over a minute I guess it would be ok. but it's like 15 seconds of 50% loss and that's enough to knock out all the video calls or any multiplayers

[#5]

@iZian 

Might I suggest you share a 'live link' that way a real-time view of thinkbroadband graph is viewable to all.

No personal data is revealed.

Mine: https://www.thinkbroadband.com/broadband/monitoring/quality/share/939dd3120fdf93e28020b221783d48166f... 

[#6]

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@iZian wrote:

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@pvmb I'm on 300. I leave the pings running all day and night now; I noticed a 15 second drop ish at 11pm and 4am last night.

Have you had a look at the Hub 2 Technical log entries around the times of these drops?

[#7]

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@Dan_the_Van wrote:

Might I suggest you share a 'live link' that way a real-time view of thinkbroadband graph is viewable to all.

No personal data is revealed.

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https://www.thinkbroadband.com/broadband/monitoring/quality/share/567c105dffd272cfd01bea886022d9059a...

I set up a DNS for my IP in case it floated. 

It has a 3rd spike now, overnight there was only the 11pm and 4am issues but I had noticed I seemed to be being affected more in the mornings. I'm not home at the moment. Nobody is using the internet

[#8]

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@pvmb wrote:

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Have you had a look at the Hub 2 Technical log entries around the times of these drops?

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Nothing at all is logged when it happens. I had even disabled wifi completely to make sure it wasn't devices roaming causing a firmware blip. 

It's just about 10-15 seconds of 50-80% packet loss... so averaging about 5-8% over 1 minute so it looks "small" but it bins off the video meets

[#9]

@iZian just re-read through the thread...

Didnt see it noted , have you ever tried changing the cable between the ONT and router ? unlikley the cause but worth eliminating as a possible 

[#10]

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@MisterW wrote:

just re-read through the thread...

Didnt see it noted , have you ever tried changing the cable between the ONT and router ? unlikley the cause but worth eliminating as a possible 

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I got whole new Hub 2 and new set of power cables and ethernet and swapped the whole lot out completely. So new fibre, new ONT, new ethernet, new hub...

I'm just depressed by this because I know if anyone came to look at it, the chances of it showing an issue whilst there are slim to none. And even then, you know....

[#11]

The Think Broadband monitor suggests something "real" is going on. What is harder to say.

What would be interesting to see is similar spikes overnight or when nothing is happening within your network.

A few more days of data may allow you to draw more inferences.

[#12]

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@markhawkin wrote:

The Think Broadband monitor suggests something "real" is going on. What is harder to say.

What would be interesting to see is similar spikes overnight or when nothing is happening within your network.

A few more days of data may allow you to draw more inferences.

 
So far today has been like most days. 

i had video on most of the day. But we actually had to go out in the afternoon so the network was idle apart from security footage uploads throughout part of the afternoon with large periods of complete idle. 

and as usual the packet loss bursts happened mostly (today so far exclusively) in the morning or late morning. 
2 of the spikes happened actually during times I have marked as quiet in my calendar each Wednesday so no video call was on for those today. Only the first spike and as usual the whole feed dropped out and I lost everyone and they lost me.

last night my ping testing showed overnight issue but will see what the next week brings since this is new for me to see exactly when it’s going wrong

But even when I get this info; it just proves I’m not crazy. I’m not sure what will happen next. There’s nothing support seem to be able to do. Unless there’s sobering specific I need to ask about. 

Sorry for repeated detail; just recapping for my own benefit and anyone else reading who might have seen something like this. 

I’ll see what the graph shows over the next days or week. Weirdly the graph doesn’t seem to update that often, but it catches up new and then.

Thanks for the continued attention in any case