Sudden Packet Loss since yesterday morning

[Cashley]

Yesterday morning we noticed our connection is almost unusable due to extremely high packet loss. Various speed tests are reporting 50-80% packet loss as well as in gaming overlays. General internet browsing/usage also seems much slower/flakier.

Have confirmed the behaviour is the same on: Wifi (PC/Phone), Ethernet, Powerline.

Tried restarting the router multiple times and using the online tool that also 'diagnoses' and restarts it.

Firmware version on hub: v0.44.00.04123-BT last updated 19th January.

Tried disabling Public Wifi after the issues started and also turning off the firewall on the router but hasn't made a difference.

There have been no recent setup changes here before the issues started. Postcode is EH12 XXX. Is it possible for BT to look at our line from their side? Please feel free to reach out for further info.

[Mod Edit - Removed full postcode, please don't share any identifiable information in public]

[prabtcom]

I don't know what packet loss is, but I can't load bt email today, after a microsoft update. Broadband is  otherwise working, and so is telephone 

[prabtcom]

I am reading  " customers can switch off wifi and use mobile data to access their email "

How do I do this, please

[gg30340]

The BTMail system was down today but the problem has now been resolved so you should be able to access your email account now.

[Cashley]

My issue is different from the email issue - still experiencing 50%+ packet loss making most things unusable. We received a new router today that we've tried swapping the BT Hub out for and the problem persists (on Ethernet and Wifi)

[Christopher_G]

Morning, @Cashley 

I'm sorry to hear that the replacement router didn't fix this problem. I recommend getting in touch with our technical support team so that they can investigate this further for you.

Chris

[Cashley]

Hi @Christopher_G 

Many thanks for the reply. I have an Engineer booked in but the earliest appointment is Thursday and this is affecting our ability to work from home.

I've confirmed with several neighbours both in the same street as me who are having exactly the same issues. They have also booked engineer visits but at a later date to me. I have the fault ref of at least one neighbour and also have my own fault reference which is VOL053-XXXXXXXXXXXX - I can likely get more fault references from other neighbours if needed to correlate.

One customer support person advised we should get one of the Engineers that visits to raise a 'major incident'.

Customer service confirmed to one of our neighbours that an 'update' happened around Thursday which hasn't happened down the line to more local exchanges if that is relevant?

There is also a BT Exchange box up the road that has had a tent erected over it since last Thursday which is just before the problems started - not sure what is going on there?

Is there anything that can be done from your end to escalate this given the pattern of connected/common issues in the local area? It seems quite inefficient to have our entire street calling up BT and booking engineer visits for what appears to be a common fault and in the mean time it's very disruptive to everybody's ability to work.

Thanks in advance for any help.

[Mod Edit - Removed full complaint ID, please don't share any identifiable information in public]

[Cashley]

Another reference: VOL055-XXXXXXXXXXXX

[imjolly]

please delete your vol ref as that is personal to you 

[licquorice]

Please delete the VOL references, that is personal information and this is a public forum viewable worldwide.