Question about latency, package drops and TB monitor

Hi guys

I am new to this forum and an IDNet customer since today on their 500/70 package.

Could you please see into some of my metrics and let me know what you think?

The first one is a graph from PngPlotter: PingPlotter

Could somebody please explain to me why I see package loss at hop 4. And why the latency is so high on hop 3 and4?

This is the TB monitor on my ip4 from today: TB monitor

There is a lot of package loss and latency.

And this is my iDNet speed test result: iDnet speed test

I will be grateful for any insight.

Can't help but i hope you get it sorted soon.Does not look great.I was thinking of signing up with IDNet on their FTTP 1200 package but have seen a few posts with issues recently so might hold off just a bit longer ...hope you get a resolution very soon.No City Fibre here so will be using Zen's backhaul if i sign up.

Thank you. Coming from Aquiss to iDNet. Been with Aquiss since 2020 but since 2023 for me something happened with their line connection and come 2026 I decided enough is enough.

In a hindsight if this does not get sorted my next ISP will be AA.

Edited by diselsam (Sat 28-Jun-25 00:13:32)

Did you get a resolution to this from IDNet? I am considering switching to them from File Sanctuary (an ICUK reseller) to save £112 a year, but am put off by issues like this, as my latency is consistently around 10ms on my BQM graph currently.

Hi

They're having issues with their backhaul. They use two: Redbus (via Zen) and their own at Telehouse. From a user’s perspective, the routing seems to switch somewhat randomly — often just by restarting the ONT. Depending on which backhaul I'm on, the experience varies a lot.

Where I live, IDNet's backhaul performs better. When routed through Redbus, my latency jumps all over the place — averaging around 30ms but spiking up to 200ms within seconds. It's very inconsistent. On IDNet, latency stays between 10–20ms. It’s still early to form a final opinion, but so far the difference is noticeable.

For comparison, my previous ISP gave me a stable 9-10ms latency, but suffered from bad upload bufferbloat — often grading a consistent C under load. With IDNet, I’m getting a B grade, mostly due to loaded download latency.

Overall, the connection is OK when it works, but my experience has been quite spotty so far.

They sent me a test router, and while speeds appear to be “as expected” according to them, they acknowledged that latency is not ideal after a lot of probing from me! They said they're contacting their account manager to see “if they have a way of making any network-level changes,” though it's unclear what that actually means.

I do appreciate that their technical support seems willing to help, but my impression is that they're mostly limited to basic line tests and can’t resolve deeper issues. I hope I’m wrong! Their first instinct often seems to be blaming customer equipment — so unless you’re technically prepared with graphs (PingPlotter, TrustBoard, etc.), it’s hard to make your case. I really don’t like that dynamic.

On top of that, they’ve already issued a second month’s invoice, even though I only joined last Friday!

Right now, it doesn’t feel like a “set it and forget it” type of service. I feel like I constantly have to monitor it — which I’m not thrilled about.

I’m seriously considering sacrificing some speed and moving to AAISP. I’ve heard good things.

After resetting the ONT yesterday, my connection has returned to the Telehouse node (IDNet) and has improved. IDNet explained that their suppliers are rolling out firmware updates to reduce the chance of connecting to the Manchester nodes (which serve as backups). These connections may still occur occasionally—around 1 in 10 times—but rebooting the router can help reconnect to the Telehouse node.

Since today, when I’ve been monitoring more closely, latency has been between 7 and 8 ms.

My erroneous invoice has also been credited.

All in all, the IDNet staff are genuinely trying to help. My initial hiccups shouldn’t deter anyone from giving IDNet a chance. Things happen, and how they’re handled matters—and so far, IDNet has been very helpful, and I’m happy!

https://i.postimg.cc/vZXYJGcX/TB-monitor.png

Thanks for the update. What are your speed tests like now?

Last time we checked it was about 517 Mbps download and 67 Mbps upload at the router on a 550/75 plan.

My work involves constant upload and download of large files, sharepoint, and Teams calls, and it feels snappy. So much happier than my previous 300/50.

I think they're a relatively safe choice but it really depends on what you're looking for from a provider to do.

I have taken the plunge and submitted a migration order. Fingers crossed everything goes smoothly.

I am glad to hear this! I am sure you'll enjoy. Please share your experience after migration. When is migration happening? Even though it is OTS it seems to be 14 days.