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SLOW internet for 1 month

I have contacted support numerous times without resolve. I have 2 Mbps down and 1 Mbps up. THey ask me if it's wired or wireless each time and to reboot the router like its going to magically fix something.

Tracing route to pool-71-162-241-55.phlapa.fios.verizon.net [71.162.241.55]
over a maximum of 30 hops:

1 3 ms 2 ms 1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 10 ms 9 ms 10 ms L100.NWRKNJ-VFTTP-80.verizon-gni.net {edited for privacy}
3 11 ms 9 ms 10 ms G0-3-4-7.NWRKNJ-LCR-21.verizon-gni.net [130.81.105.108]
4 * * * Request timed out.
5 10 ms 9 ms 9 ms ge-4-3-0-0.PHIL-BB-RTR1.verizon-gni.net [130.81.17.108]
6 15 ms 15 ms 22 ms P15-0.PHLAPA-LCR-07.verizon-gni.net [130.81.29.5]
7 * * * Request timed out.
8 20 ms 23 ms 23 ms pool-71-162-241-55.phlapa.fios.verizon.net [71.162.241.55]

tracert -d 71.162.241.55

Tracing route to 71.162.241.55 over a maximum of 30 hops

1 1 ms 1 ms 2 ms 192.168.1.1
2 10 ms 7 ms 9 ms {edited for privacy}
3 20 ms 28 ms 17 ms 130.81.105.108
4 * * * Request timed out.
5 11 ms 11 ms 12 ms 130.81.17.108
6 13 ms 14 ms 13 ms 130.81.29.5
7 * * * Request timed out.
8 24 ms 26 ms 25 ms 71.162.241.55

Trace complete.

Now to google outside of verizon network:

tracert -d google.com

Tracing route to google.com [72.14.204.103]
over a maximum of 30 hops:

1 1 ms 1 ms 3 ms 192.168.1.1
2 8 ms 9 ms 50 ms {edited for privacy}
3 8 ms 7 ms 6 ms 130.81.105.108
4 8 ms 9 ms 9 ms 130.81.22.62
5 8 ms 9 ms 6 ms 152.63.19.177
6 13 ms 13 ms 14 ms 152.63.3.101
7 15 ms 12 ms 15 ms 152.63.21.61
8 45 ms 32 ms 35 ms 152.179.72.62
9 15 ms 12 ms 11 ms 209.85.252.215
10 19 ms 18 ms 16 ms 209.85.249.11
11 25 ms 24 ms 27 ms 66.249.94.54
12 16 ms 19 ms 16 ms 72.14.204.103

Trace complete.

Comments

Hubrisnxs

Well they ask you about that because its important. As an example your ms times to the router sitting in your house (not involving the internet at all) should be <1ms most if not all the time and you have 3ms before you even hit the thousands of miles you are trying to reach.

So make sure your hardwired to one of the LAN ports on the back of the router.
Re-run the Verizon food optimized in elevated status (I.e. run as administrator)
And test only at the Verizon speedtest site. (This test isolates off-network traffic from your results.)

http://my.verizon.com/micro/speedoptimizer/fios/default.aspx
Http://speedtest.Verizon.net

Post those results.

If your wireless then the problem is most likely different.

Hubrisnxs

Fyi, time outs on treace could be a problem or they could be that the router you are tracing through gave icmp a really low priority, or even has configured not to respond to pings. May or may not be an issue, I tend to think if it goes to the next router then its not that big a deal. Otherwise your traceroute doesn't look that bad.

rabbithat1

First off, I am a Unix engineer so I have a clue about what I'm talking about. Rebooting the router and changing the MTU etc.. is not going to help this because the problem is on the Verizon Circuits/switches.

The ping to my router is 1ms or less through wireless or wired.

Pinging 192.168.1.1 with 32 bytes of data:

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

Verizon Speed test to NY

2.948 Mbps down

2.227 Mbps up

----

Using speedtest.net

To New York - external IP is 167.206.8.148

3.82 down

2.23 up

C:\Users\Joe>tracert -d 167.206.8.148

Tracing route to 167.206.8.148 over a maximum of 30 hops

1 2 ms 1 ms <1 ms 192.168.1.1

2 7 ms 9 ms 8 ms 108.35.37.1

3 8 ms 24 ms 59 ms 130.81.105.108

4 * * * Request timed out.

5 17 ms 13 ms 17 ms 130.81.17.6

6 12 ms 12 ms 13 ms 152.63.3.110

7 17 ms 14 ms 15 ms 204.255.173.54

8 12 ms 12 ms 17 ms 4.69.138.254

9 12 ms 15 ms 13 ms 4.69.141.21

10 15 ms 16 ms 19 ms 4.69.148.46

11 12 ms 16 ms 12 ms 4.68.16.208

12 38 ms 36 ms 36 ms 65.19.102.153

13 * * * Request timed out.

14 34 ms 33 ms 34 ms 64.15.1.25

15 * * * Request timed out.

16 * * * Request timed out.

17 * * * Request timed out.

----

Newark - external IP using netstat is 208.167.226.230

15.51 down

3.49 up

C:\Users\Joe>tracert -d 208.167.226.230

Tracing route to 208.167.226.230 over a maximum of 30 hops

1 1 ms 1 ms <1 ms 192.168.1.1

2 7 ms 7 ms 8 ms 108.35.37.1

3 9 ms 9 ms 9 ms 130.81.129.134

4 9 ms 9 ms 7 ms 130.81.22.62

5 9 ms 7 ms 9 ms 152.63.19.177

6 10 ms 12 ms 10 ms 152.63.3.105

7 9 ms 9 ms 9 ms 152.63.18.178

8 9 ms 8 ms 15 ms 152.179.78.38

9 9 ms 9 ms 12 ms 69.31.95.153

10 11 ms 10 ms 9 ms 69.31.95.145

11 14 ms 27 ms 21 ms 69.31.94.138

12 15 ms 9 ms 9 ms 66.55.128.162

13 9 ms 9 ms 9 ms 208.167.226.230

spacedebris

There is nothing wrong with any of those tracerts. Those all have normal numbers. With the exception of Hop 1. As stated above, if you are having anything more than <1ms on the first hop, you have issues before you even leave the house. The routers that give the times outs, thats just routers that are programed not to respond to ICMP requests. Besides, PING will have very little to do with the speeds. It can be an indicator to see if there is an obvious networking issue or router that is down causing a problem. But from the results you are posting, that does not seem to be an issue.

As for wired or wireless and rebooting your router. They tell you to do that because 9 times out of 10 that is exactly what the problem is. I worked phone help desk in the past and that is ALWAYS the first step. So Verizon asking you that each time you call is exactly what should be happening.

Also Verizon does not support wireless speeds. So they ask you if you are wired or not because if your not wired, there is nothing more to talk about. They will not even acknowledge an issue unless you are wired.

rabbithat1

First off, its wired!! Second, it is less than 1ms if you can read. Third, just like you say, ping indicates a problem in the network!! Get a clue! I correlated good speed through Newark with a clean traceroute. The NY speedtest is slow with timeouts along the trace.

Hubrisnxs

There aren't very many good ways to jump to the head of the line. if you call in saying your an engineer, it won't make a difference to them. they don't have a white board in all the call centers that say "these customers really know what they are talking about, listen and do what they say"

the best contacts, outside of normal support (i.e, over the phone, and chat support) are the following two.

Verizon Direct and Verizon Twitter Direct Support

Good for complex issues that are outside first line supports area's. Or just plain old fashioned courteousness, and patience, and calling them and allowing them to escelate when appropriate. I have never had a problem steering a front line rep into escelating my issue for me, and then when it's escelated - it gets in the right hands through normal channels. but if you don't have time for courteousness, or patience to deal with over the phone support, then try one of the above methods.

You may have a legit issue here, but you havent given enough info to determine that. As a unix engineer, if someone brought you a Sub 50 ms, traceroute that reached it's destination, would you tell them "my god, there's something wrong in the network!" probably not, because you have a decent understanding of TCP/IP and how packets get from point a to point B.

Those packets are clearly passing to the next routers and back, otherwise you would get time out, time out, time out all the way through, and in addition - you wouldn't be able to ping succesfully.

the routers are again, either not responding to your icmp request because they were told not to, or icmp has been given a super low priority.

it MAY or MAY not be an indication of trouble.

AaronA1

My internet is slow too. I just got FIOS a few weeks ago. At first I was getting 20 up 20 down.. Now Im Getting 15 up 4 down. 10 minutes ago the Verizon Speed Test 2 up 1 down. Why am I paying for faster service if its not FASTER. At least with Time Warner my internet speeds where consistent. I am trying to run a business from home which is why I purchased FIOS in the first place. Thier commercials of "having the fastest intenet around". Ya its fast...when its not slow!

smith6612

Do you have Business Class service with the FiOS AaronA? That should be giving you a little more leverage into getting on better routes if any are around. You do need to keep in mind though, FiOS has no SLA which is what true business connections come with to guarantee an X amount of bandwidth on the backbone at all times.

jimryan

I'm having similar problems in the NY area over the past month. Anytime I call Verizon about it their tactics are the same ... make the customer believe they are the only customer experiencing the issue. My FIOS agreement is for 15/5 service. At times I get 21/6 and at other times I get noticeably slow 8/0.6. Snow days, last work day before a holiday weekend, 8-9:30 pm nightly, and other heavy usage scenarios all appear to be when the slow down occurs. My preliminary traceroute results indicate that my connection to the local branch office is good but the hop after that appears to be the weak link. FIOS has been competing heavily with Cable companies in my area so I suspect they may have taken on more Customers than their infrastructure can handle.

It would be nice to see this issue resolved rather than have to call in and get "the dog and pony show".

rabbithat1

For me its been about 1 month as well. I'm getting nowhere calling the tecjh support and they have said that its been escalated to engineering and someone would get back to me, but thats over a week ago. I'm about to just cancel. 😞

Bluebeard1

My company operates an Internet connection packet loss test on their website. It will find packet loss and latency in an Internet connection and show whether it is in the ISPs network or something at the customer's location. The source of speed problems can almost always be found by looking for packet loss and latency. After reading this thread I checked the tool for FIOS customers currently running a report. I found one in Orlando and two in DC. The Orlando and one DC customer look great. The other DC report looks bad but it looks specific to the customer's location and not a Verizon network issue. My point is your problems may be fixable at your location. The packet loss test tool can be found at http://www.hostmycalls.com/tools/

rabbithat1

I finally got in touch with a Verizon Network Engineer who I showed exaclty how I was performing my tests through a remote session. He agreed that there was a major problem and that he would look at it closer over the next few days.

It is five days later and it is finally fixed!! My major problem in this is the lack of knowledge that the regular user has would not be able to troubleshoot this and should NOT have to do this for the service they are paying for.

dslr595148

@rabbithat wrote:
I finally got in touch with a Verizon Network Engineer who I showed exaclty how I was performing my tests through a remote session. He agreed that there was a major problem and that he would look at it closer over the next few days.
It is five days later and it is finally fixed!!

That is great to hear/read. Please mark as solved.

@rabbithat wrote:

My major problem in this is the lack of knowledge that the regular user has would not be able to troubleshoot this and should NOT have to do this for the service they are paying for.

Perhaps you should post an idea in http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/idb-p/ideas ?

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