I've done a BQM and the results are bad--what now?

https://www.thinkbroadband.com/broadband/monitoring/...

I did a BQM and it looks as I expected. It sucks. Constant extreme latency instability and high jitter etc. Ignore the red spikes and the one green spike, they're me doing stuff.

So now I've confirmed it sucks, what now? Plusnet support were utterly useless and gaslighting on the phone, and on the forums there I'm not making any progress. This is a recent deterioration, within the last couple of months at most, but only intensifying in the last 1-2 weeks and now getting worse literally every single day.

The internet is now unuseable. I cannot stream one (1) HQ video at a time, nor can I play any competitive video games because the jitter is so high that I'm always missing ticks.

Plusnet are abdicating responsibility.

I have done tests (Tracert/Pingpath blah blah) that show it's not local to me, at least, I think--I might be mis-interpreting the results because I'm not a networking expert.

I've tried all the normal solutions and nothing works.

No, it's not being saturated or over-used, I'm the only one using it [censored]. No, I'm not upgrading and giving them more money when they can't even give me a basic service + it's actively declining day after day. If I am right in thinking it's not caused on my end (no evidence that it is) then it won't solve the issue anyway.

WHAT DO I DO NOW!!? I'm sick of my internet being unuseable when I am paying a lot of money for it!

Edited by Plusnetstruggles (Tue 25-Aug-26 10:09:17)

Let's start at the beginning. ADSL or FTTP?

FTTC

But it was fine until recently.

Can you get the line stats from the router (attenuation, SNR, etc)? It is quite likely these have changed and that is causing the issue.

Post deleted by Plusnetstruggles

Post deleted by Plusnetstruggles

Product name Plusnet Hub Two
Serial number [REDACTED]
Firmware version v0.11.01.11071-PN (Fri Nov 7 11:31:36 2025)
Board version R01
GUI version 2.1 01_08_2025
DSL uptime 0 days 12 Hours 53 Mins 11 Secs
Data rate 9.8 Mbps / 46.8 Mbps
Maximum Data rate 9.3 Mbps / 48.8 Mbps
Noise margin 6.3/3.9
Line attenuation 13.4/25.1
Signal attenuation 13.4/37.1
VLAN id 101
Upstream error control Off
Downstream error control Off
Data sent / received 410.0 MB Uploaded / 2.1 GB Downloaded
Broadband username [REDACTED]
2.4 GHz wireless network name [REDACTED]
2.4 GHz wireless channel Smart (Channel1)
5 GHz wireless network name [REDACTED]
5 GHz wireless channel Smart (Channel36)
Wireless Security WPA2 (Recommanded)
Wireless mode Mode 1
Firewall On
MAC address 04:70:56:16:31:42
Software variant -
Boot loader 0.1.7-PN (Thu Nov 30 09:45:22 2017)

It's been a while but if the line is stable then those stats are looking ok (downstream SNR could be a little low but it is probably because the line is performing well and so is setting a lower target).

Dear Ian,

So what does that mean in terms of the cause of the problem? Does that mean it's not with my router or PC?

What can I do next to try and diagnose the issue?

Since as the BQM shows it's constantly unstable, and the instability isn't to do with how much I use the internet/how much the hub is loaded with ul/dl responsibilities.

It means it possibly isn't the line itself (although still could be) as the stats look ok (it was possible there would be something obvious).

It could be the router. It could be the route you are taking on Plusnets networks. Or could be a number of other things. One thing to try would be to turn the router off for a while (maybe at least 10 mins) - when you turn it back on you may end up on a different plusnet gateway (this certainly used to be an issue years ago but I haven't had plusnet or FTTC for some time so my memory is a little hazy).

Think if you do a tracert to a website it will show you which gateway you are on now and you will see if you have changed gateway. Others may come along that have better memories or more recent experience with Plusnet.

EDIT: Here's some info that might be of help but don't know if it is kept up to date.

Edited by ian72 (Tue 25-Aug-26 11:22:39)