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Message 1 of 6

Packet loss issue

For the last few months I have been experiencing an issue with packet loss and ping with my BTHomeHub 5. The same issue occurs on wifi and wired connection and I have tested on multiple computers.

here is PingPlotter for www.bbc.co.uk:

https://gyazo.com/041c71f5ad36cf1389a5eae7eaf077a8

PingPlotter to my router:
https://gyazo.com/dcdcb88ba9e4ecf011897be972377c6d

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5 REPLIES 5
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Message 2 of 6

Re: Packet loss issue

I have just performed a quite line test and there is a faint crackle, could this be causing the issue, what should I do I want this resolved ASAP

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Sage
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Message 3 of 6

Re: Packet loss issue

Report a line noise fault on 151, don't mention broadband.

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: Packet loss issue

If you have crackling on your phone line you need to contact BT and report a telephone fault. Do not mention broadband problems as they may go down the wrong route. Once the crackling has been fixed your broadband will also perform better.

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Message 5 of 6

Re: Packet loss issue

I don't understand how this would cause an issue when I am pinging my router

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Sage
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Message 6 of 6

Re: Packet loss issue

HAve you tried pinging your router without it getting interference from your phone line?

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