Bear with me here, this is a little long.
I'm having an issue with my FIOS Internet that no one (including Tier II techs) seems to be able to resolve. The problem: when using my Sonos sound system, or playing XBox live games or streaming audio/video, I'm having dropouts/connectivity issues (regular web surfing, etc. is totally fine). After weeks of trying to figure out what was going on (since my upload/download speeds are fine; I have the 35/35 package), I ran a simple ping test. I tried pinging google.com, and had it do so 100 times. Almost half of the time I got a "request timed out" error, also known as packet loss (or so I'm told!). I get the same result when pinging other websites, so it's not just a google thing.
We changed out the router. No difference. We changed out the ONT itself. No difference. We plugged the computer directly into the router to see if that made a difference. Nothing. We rewired the ONT, etc. No change.
Verizon hopped on to my computer and saw what I saw. They agreed that the packet loss was significant and that this would "interfere with audio/video streaming." The Tier II guys tested my line and claim that it's fine. They ran a tracert exercise and claim that the packet loss is occurring OUTSIDE of the Verizon system (basically, they say that my connection is fine at my home, and between my home and Verizon, but that once it gets beyond the Verizon network that's where the breakdown is happening and that "there's nothing they can do").
Has anyone else had this issue? Thanks in advance for any advice...it's very, very frustrating.
