Gigaclear - packet loss in the evenings

Have been experiencing packet loss for months now on my Gigaclear line - ranging from 5% to 30% loss, usually from about 8pm til midnight. I've run a BQM and traceroutes from my neighbour's connection as well and they have exactly the same issues so it's not just an issue with my line.

Has anybody been able to get in contact with anyone competent at Gigaclear? I've rung their support ine multiple times and sent over traceroutes and other information that could be helpful, only to have to wait 2 or 3 weeks for a standard reply of "there is no fault, please run speedtest when wired", not even looking at my replies.

Phoning them takes about half an hour for someone to pick up before they baulk at my messages and tell me that the "network team" is looking into it. I'm not sure if there's anywhere I can speak to before I end up cancelling the service and going back to my slow (but reliable) BT line!

Can you share links to BQM's and any other test results so others with Gigaclear can compare with theirs, also what part of the UK are you in? Also can you confirm all tests are via a wired connection?

Hi there,

I work within the Systems team within Gigaclear. Can you PM me your customer details & i'll send it up the chain to someone in customer ops or NOC.

Thanks,

Alex

Mine's the same, as seen below:

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

I'm in Silverstone in Northamptonshire and it appears to have gotten this way since 17th September.

I've not bothered contacting support as like you experience, they don't give any. Plus I don't have any of the Linksys nodes anymore and I know they'll ask for me to connect one, for them to do any diagnostics if it ever got that far.

Paul

I'm in Silverstone too, I'm running BQMs against 5 different people's connections and getting the exact same pattern you're getting on your graph:
https://www.thinkbroadband.com/broadband/monitoring/...

I've got a case going now with the "executive support team" but the networking people are still denying the problem after almost a month - It's been too long and I've given up, getting a BT line installed next week so I can play games in the evening again!

If they can't get it fixed in the next 2 weeks I'm going to ask them to cancel the connection and hopefully they'll let me out without paying a charge.

Same here. I'm in Deanshanger, Northamptonshire. Been like it since least the 22nd of September, possibly earlier. I've been tracking packet loss on my connection for over a week. The first sign of trouble is late afternoon, around 4pm, but it increases significantly around 7pm, usually peaking a bit after 9pm at around 30% loss. The packet loss is only on the downstream side. I, too, have had little success getting Net Ops to accept that there's a problem (despite sharing a lot of data with them), and also now have an exec complaint in flight. They mentioned something about a problematic link between two cabinets that was causing loss, but it's not clear yet whether that has anything to do with my issue.

I've also been running tests against a handful of other Gigaclear customers whose IPs are in the same subnet as mine. A number of them show the same packet loss pattern, although a number of them don't show any loss at all. I've no idea where they are. I do know that my nextdoor neighbour (also a Gigaclear customer) is having the same problem as me though.

Just sharing a message I've recieved from the Executive Support Team:
"As of yesterday (02/10/23), our Network Operations Team have created a parent case for all affected customers such as yourself as they are currently investigating the ongoing issue further as there may be a fault between two cabinets which is causing the issues you are unfortunately experiencing.

Our Direct Labour Team have been made aware of this new parent case by our Network Team as they may need to schedule a service appointment in order for some engineers to physically attend your cabinet to investigate further and address any faults identified.

I am hoping that we will have further updates from our Network Team and Direct Labour Team by Friday (06/10/23) at the latest."

I'll share any updates I get regarding this here.

I am in Hanslope, Bucks and have been getting exactly the same for the past few weeks. This is also happening in neighbouring villages of Hartwell and Castlethorpe. I have been given the same response, to do lots of testing hard wired, when the Linksys node app proves it is not an intenal problem.

I am paying for 500mbps and getting slowdowns to around 15mpbs in the evening.

Is there a way this can be rectified because I am sure they have enough people in my area complaining about this to them already.

Hi Alex

Any way you can progress my problem too please? Thanks

I recommend making a complaint and seeing if you can try and get it raised to the executive team: https://gigaclear.com/customer-complaints-code