Hi all,
I'm hoping a moderator can help get a network-side fault investigated, as standard support has been unable to identify the issue and repeated line tests are coming back clear.
Service
Issue
For several weeks I've been experiencing intermittent packet loss to the internet, typically between 1% and 6% in bursts. It is most noticeable from mid-afternoon into the evening.
The connection itself remains established throughout. This is packet loss rather than a loss-of-service issue.
The impact is noticeable across video calls, online gaming and streaming, and affects all devices regardless of whether they are connected via Ethernet or Wi-Fi.
Troubleshooting completed
I've been running continuous monitoring and have ruled out my internal network:
0% packet loss within my own LAN, including to the Smart Hub.
Packet loss only begins once traffic leaves the hub and enters the BT network.
The first BT hop beyond the hub shows loss during the affected periods, and the same loss is visible to multiple external destinations.
IPv4 and IPv6 experience packet loss at exactly the same times, suggesting a common issue on the shared network path rather than a problem with any specific service.
No disconnections are recorded in the Smart Hub event logs during the affected periods.
The broadband session remains established throughout.
Packet loss generally worsens during peak hours, increasing through the afternoon and evening.
As this is FTTP, the issue does not appear related to copper line conditions or DSL synchronisation.
Why line tests are not identifying the issue
The line tests appear to confirm that the connection is active, which is expected because the service is not dropping. The issue is intermittent packet loss rather than a loss of connectivity, so a snapshot test does not appear to capture the fault.
Request
Could a moderator arrange for this to be reviewed by the appropriate network team as an intermittent fault requiring monitoring over time rather than a single point-in-time test?
I'd be particularly interested in having the following checked:
Errored seconds and packet discard counters on the serving OLT/access port
Optical receive power levels on the FTTP circuit
Any known congestion, capacity constraints or utilisation issues affecting the serving OLT, exchange or aggregation network
I have ping logs, traceroutes, timestamps and loss trend data available and would be happy to provide them if required.
Thanks in advance for any assistance.
