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)

Sadly I have done this but it didn't change anything.

What does that mean and what can I do next?

When I do tracert or pathping the latency spikes never come from the first few hops (my PC, my router?) but are always further 'upfield' in the plusnet nodes. But then someone from Plusnet told me that's not relevant for tracert and that tracert results don't translate to pings etc etc. I am not technically proficient enough to know.

I don't think I can upload screenshots here, can I? I'll try copy-pasting some tracerts for you. I hope I don't give away anything sensitive but whatever.

1 <1 ms <1 ms <1 ms 192.168.1.254
2 7 ms 7 ms 6 ms 172.16.10.220
3 * * * Request timed out.
4 9 ms 9 ms 10 ms 140.hiper04.sheff.dial.plus.net.uk [195.166.143.140]
5 9 ms 40 ms 19 ms peer2-et-0-0-5.slough.ukcore.bt.net [109.159.252.126]
6 * * * Request timed out.
7 10 ms 10 ms 9 ms 151.101.192.81

So a spike at somethingsomething .bt.net??



Does this mean anything or is the Plusnet forum guy right to say it's basically meaningless? They keep saying blatantly false things to me so Idk what to believe from them and what not to believe.

Next one was normal:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 7 ms 7 ms 6 ms 172.16.10.220
3 * * * Request timed out.
4 8 ms 8 ms 8 ms 136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
5 9 ms 8 ms 8 ms peer7-et-4-1-2.telehouse.ukcore.bt.net [194.72.16.136]
6 * * * Request timed out.
7 8 ms 7 ms 7 ms 151.101.0.81


1 <1 ms <1 ms <1 ms 192.168.1.254
2 9 ms 6 ms 6 ms 172.16.10.220
3 * * * Request timed out.
4 8 ms 7 ms 8 ms 136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
5 16 ms 8 ms 27 ms peer7-et-4-1-2.telehouse.ukcore.bt.net [194.72.16.136]
6 * * * Request timed out.
7 7 ms 7 ms 7 ms 151.101.0.81

Again, spike at the same place.

Individual responses on a tracert are often not overly useful - mainly because routers will prioritise other traffic and therefore just because you get high results on some nodes doesn't mean those nodes are an issue. The pings to the last hop are not looking high so not showing any particular issue from what I can see.

Are you getting any symptoms other than what you see on BQM? If your connection is working and it is just the BQM then I would be inclined to ignore it. If you are really worried about the BQM and want to find out exactly what is causing it then you might need to wait for others to post who have more recent experience (I haven't had to do troubleshooting like this for over 10 years and am pretty rusty).

No, the connection isn't ok sadly. I am experiencing the extreme jitter and latency associated with the BQM such that, for instance, I cannot play any video games because the jitter is so high. I cannot stream even one (1) HQ video without it buffering even when nothing else is happening in terms of internet use.

Are you in contract? It does look like a PlusNet issue but getting them to admit that and do anything about it could be very difficult (as you are finding). If you aren't in contract then move to someone else and there is a reasonable chance it will fix itself if it is in PlusNet's network. If you are in contract then keep raising the issue (primarily on the symptoms with the BQM just as evidence to support your issues). If they won't do anything then you would need to keep pushing for them to let you leave the contract penalty free so you can move to a better ISP.

Do you have FTTP available? Part of the reason for asking is you could find that a different ISP would only sign you up on FTTP if you move (personally that is no bad thing and I would take FTTP over FTTC any day but doing so on PlusNet may not solve your problem - although it could as it in itself could move you to a different path through PlusNet's network).

What does the BT Wholesale checker report for your line capability (VDSL ranges)?

https://www.broadbandchecker.btwholesale.com/#/ADSL

In reply to a post by ian72:

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

With respect I think that data looks to be prehistoric 😂

In 3 months I will be cahnging but I didn't want to deal with unuseable internet for that period.

It's very annoying.

I wish I could at least diagnose it and prove it's on Plusnet's end!!

In reply to a post by Pheasant:

In reply to a post by ian72:

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

With respect I think that data looks to be prehistoric 😂

I thought it might be but couldn't see any "last updated" dates so wasn't sure.

How far back do your historic daily BQM graphs go?

Are they all generally following a similar pattern of latency spikes? From what I can tell the issue is generally high latency at peak times (particularly late morning to lunch and the usual evening peaks from 8pm to 11pm).

Are you heavily using your connection at these times?

Your connection looks to be only 40/10 is that right?

It likely becomes a battle of wills. Keep telling them the latency in games, bad streaming, etc. Keep raising calls. Escalate them as much as you can. It is a matter of just badgering them constantly until they either admit there is an issue or prove it is somehow your issue (which does seem unlikely).

Is it their router? If not do you still have a PlusNet router? If you do it might be worth plugging it in and showing it has the same issues.

Dear Ian,

It is a Plusnet router, yeah.

They said that latency isn't even in their remit (!?). Unfortunately they make it a lot harder by not having any live chat service(!!) and requiring you to do a phone call every time you want to talk to them about the issue.

So they said, oh, if the DL/UL is ok (actually it's a fair bit below the contract, though they wouldn't tell me what the minimum gaurantee is and I don't have it to hand lol), there's nothing else they can do. They simply said things like latency aren't their responsibility (I asked: whose is it? And they didn't answer). They said if it wasn't on my end then "the whole of England would be up in arms complaining" which is just a silly answer from them.

So yeah I'm on their community forums kicking up a fuss (politely) but not got much yet. I'll continue down that route as I've got one of their actual staff members to reply a bit, though I am largely getting the same non-answers and obfuscation (trying to blame it on the router or my immediate connection when there's no evidence + it'd be easily testable if it was--even if FTTC isn't ideal) atm. I'll keep enduring but not sure what more I can do.

When I move I am sure as hell not going to go with Plusnet, that's for sure. I'm moving into London so I am thinking Community Fibre looks good.

So not really any other diagnostic things I can do for now?

Dear Pheasant,

I've only just started it, sorry. I have the 24thand the 25th. As aforementioned, the red spikes adn the one green spike on the 24th can be ignored as they're me disconnecting the PC from the wifi for a few moments, and uploading something briefly.

Yes it seems to correlate to peak times (though it's quite bad even outside), but it's not to do with when *I use the internet*. I am using it outside peak times a lot of the time (WFH) and I actually use it less during the evenings when it's at its worst!

So insofar as it's impacted by peak times, it's something further upstream than me or probably even my immediate area because (A) it's a fairly new problem that is declining day after day and (B) most of my neighbours are pensioners who are in all day anyway.

So not sure where to go from there still because the peak time spikes have nothing to do with my own usage of the internet.

Yeah I get that 40/10 is pretty bad (I'm meant to be getting 76 download lol) but from the thinkbroadband website it should still be good enough for one person using it as I do. There's just me and my fiancee here and she doesn't use it for anything intensive, either.

So where next?

That's a shame as BQM is typically more useful with some historic context - it's much easier to spot real patterns and/or isolated issues or long term ones.

Can you please post your line capability from the BT Wholesale checker too please, as per my post above?

If your line is not capable of 80/20 for example then you should not be paying for something which the line cannot physically deliver.

In reply to a post by Plusnetstruggles:

…
I've only just started it, sorry. I have the 24thand the 25th. As aforementioned, the red spikes adn the one green spike on the 24th can be ignored as they're me disconnecting the PC from the wifi for a few moments, and uploading something briefly.
…
So where next?

Action what I asked in my post above.

If your primary means of connection is WiFi then that in itself could be manifesting issues. Try a cabled Ethernet connection, direct to the router from laptop etc.

This is on ethernet of course yeah.

OK.

What does BT Wholesale line capability report state? You can obscure sensitive data - use one of the many free image hosting site to post a link to any (edited) screenshots etc.

What does the TBB Speed Test report from a cabled connection say for speed & latency?

Sorry, didn't see your above post.

https://ibb.co/jk4WMPVt

Here is the link to a screenshot of the info on that bt wholesale checker page. Idk what it means.

The link is just an imgur alternative because imgur is blocked thanks to the Online Safety Act xd.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange





For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.




Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.










If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.








ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules.CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Edited by Plusnetstruggles (Tue 25-Aug-26 14:02:08)

3 tests across the last 2 days:


Test 1 (yesterday):

Average HTTP x6 dl speed: 41.3 Mbps

Burst HTTP x6: 43.1 mbps

Average HTTP x1 download: 39.5 mbps

Burst HTTP: 42.1 mbps

Avg TBB Upload: 9.1 mbps

Burst upload: 9.6 mbps

Latency: 11ms


-----------------------------

I won't bother with test 2, but I will do test 3 for today--they're pretty similar though.

Test 3: today

Avg HTTP x6 dl: 41.4mbps
Burst HTTP x6: 41.6 mbps

Avg HTTP x1 dl: 39.2mbps
Burst HTTP x1: 42.3 mbps

Avg TBB Upload: 8.9mbps
Burst Upload: 9.1mbps

Latency: 11ms

Speed wise your line seems to be performing as per the checker results. If you weren't moving soon I would say go to FTTP but I can see there is no point if you are moving in a few months time.

We are back to it looks like it probably is latency in the PlusNet network. But proving that is going to be hard. You would most likely spend the next 3 months fighting PlusNet to try and prove it was them. It now depends on how much energy you want to put to this - if you have the energy and will then you just keep fighting them over it. Otherwise you accept that you are going to have 3 months of poor service and ride it out until you move.

Thanks for the two posts above. So basically the maximum throughput that you can expect on that FTTC line is effectively 40/10 - and the speed test proves it.

The tested latency whilst running the Speedtest also appears fine.

I would re-run this (wired) test a few more times, at points, over a busier time (tonight say between 8pm and 11pm) and see what the results look like. Hopefully not appreciably worse.

Saying all that you can't make this line any faster, that is all it's physically capable of - that is what the BT Wholesale checker is reporting and also your line stats from your router are matching that.

The next thing is to move to FTTP, which I believe you're doing anyway, and will provide much more throughput.

I'm not so concerned about the bad speeds as I am the extreme jitter to the point where I can't do things like play video games, even though it worked fine 1 month ago on the exact same speed.

IK the speeds are bad but that's neither here nor there.

The spikes as seen in my BQM aren't to do with me using the internet in any way whatsoever. They're completely uncorrelated with my own usage of the internet.

You will need to open a support case and escalate appropriately; be in a position where you’re able provide ‘hard’ evidence / proof of this with Plusnet.

Historic BQM graphs will definitely help, the more of these that you can bring forward, the stronger your case will be.

Ideally “before” and “after” BQMs would have been your best evidence, but whatever you have is better than nothing.

Unfortunately Plusnet have no email or live chat support, you can only ring them up. This makes it very hard to convey any actual evidence/data.

And the people who answer you on the phone know even less than I do such that they had no clue what they were talking about and were totally unwilling to investigate anything because they simply lacked the capabilities.

So because of Plusnet's seemingly uniquely dismal customer support options I'm not quite sure how to convey it all/pass it all on to them

Can you submit a complaint form using their portal?

https://www.plus.net/help/legal/complaints-code-of-p...

Edited by Pheasant (Tue 25-Aug-26 17:46:38)

Oh cool, thanks, didn't know about this as the website is a mare to navigate.

Will try submitting and see what happens, thank you

Good luck. 🤞