Audio cuts out for ~1.5secs video streaming

I have an odd one and would appreciate any ideas.

I recently changed ISP to HeyBroadband (FTTP) from FTTC. I now find that when streaming video from some providers, the audio cuts out for 1-2 seconds, perhaps 3-4 times in an hour. (There is no obvious pattern.) I can live with it but it's the sort of thing that annoys me

- The problem started after changing ISP.
- It affects Prime video on my Samsung TV. It also affects some web streams to my PC. It affects NowTV but less often.
- It does not affect iPlayer.

I have ruled out my home network by connecting my old FTTC modem (it's still live) into the same router that I used for HeyB and the issue goes away.

At the time of the issue, the HeyB BQM looks clean.

I have tried restarting affected devices and checking for updates to the various apps - there are none.

Any ideas appreciated!

I'd be interested to see the BQM.

Can you run a continuous ping and monitor that whilst streaming? Might be able to see latency changes and/or packet loss.

Thanks for taking a look. BQM is here:
https://www.thinkbroadband.com/broadband/monitoring/...

I can certainly set up a continuous ping next time.

Interestingly video stream is unaffected.

Edited by Henry8 (Fri 02-Jun-23 10:21:05)

That BQM link isn't working, Can you post a screenshot?

Link works fine for me. And it doesn't show anything really out of the ordinary (a little peak of red at about 2pm but otherwise a pretty normal looking BQM.

Edited by ian72 (Fri 02-Jun-23 10:32:27)

Me too.

The link works for me and it's a remarkably good BQM for HeyBroadband

If just the audio is dropping but the video continues as normal then I doubt this is an internet connection problem.

Do you have a surround receiver connected via ARC to your TV? Has the Hey! ONT been installed near your TV? Is the audio link to your receiver dropping out when these interruptions are occurring?

here's a screenshot
https://imgur.com/a/bUIIgTH

In reply to a post by Realalemadrid:

The link works for me and it's a remarkably good BQM for HeyBroadband

Indeed! It hasnt been this good for a while!