High Ping on Fios - Need help.

[Tsuki]

Hi Everyone,

I have spoken to 3 verizon agents and changed my router but still experiencing issues.  Reaching out to the community for help.  Here is my frustration in detail.  Up till last week, I had good speeds (on 15/5 plan) and average around 10-20ms pings so everything was running smoothly.  I was very happy with the performance but then everything went downhill.  The speed is still good but now I’m getting 60ms pings in the early mornings, 150ms pings in the afternoon, and at night (prime time) 300-400ms ping.  The first 2 agents I spoke ran the optimizer, ran various tests, and finally sent me a new router which didn’t resolve it.  The 3rd agent I spoke - I tried explaining that it’s not an issue with speed at all.  I’m getting good speed but high ping which means (from my understanding) there is issue with the routing of the traffic?  If I do tracert to google.com, verizon.net, or any other site, the ping jumps and sometimes there is Request Timed Out.  I believe there is indeed an issue on Verizon server end but the agent kept insisting that the high ping is coming from outside their network so they can’t do anything about it.  I mean, if it’s a single site like google, then fine, maybe google is having issues but it’s EVERY single site giving me high ping.  The whole world wide web can’t be returning a slow response.  After stating that point, the agent told me 300ms ping is .3 seconds, which is still very fast and acceptable.  To me that’s NOT acceptable at all.. This is 2012 and fiber optics.  If Verizon tells me that they feel 300ms ping is acceptable on fiber optics, then I might as well get dial-up.

If anyone can offer any help, it would be really appreciated.  I’m extremely tired of speaking to agents who doesn’t seem to want to take accountability on the issue and tell me they can’t do anything.  If this doesn’t get resolved in next few days, I will need to cancel. 

I really expected more from Verizon.  They are known to have great customer service and support.  Very disappointed.

Read On for Conspiracy theory thought :

Ok, so all this happened the day after I spoke to a CSR (called in to get some of my account info – not related to connection issues) who tried to get me to upgrade to the next tier.  He kept urging me to upgrade and I told him I’m happy with my speed and don’t need to upgrade.  The next day after this call I started having issues.  Are they purposing throttling me?  Or set some kind of limitation on my connection so I’ll be like "Oh I do need higher speed and upgrade after all"? 

Thanks.

[Edit] Just for everyone's info, I work in technology (though not networking) so I have knowledge on how all this works.  I have done all the usual checks to make sure it's not an issue with my computer.  [/Edit]

[tns]

Presumably something is wrong, perhaps with verizon, perhaps with the site your going and perhaps with some intermediate server belonging to some other entity.

But as clearly is shown with IMDB.com, some servers will not respond to pings or tracert.  My tracert to it also never completes.

tracert imdb.com

Tracing route to imdb.com [72.21.206.80]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2     2 ms     1 ms     2 ms  hidden for privacy

  3     4 ms     4 ms     4 ms  G0-11-2-7.NYCMNY-LCR-21.verizon-gni.net [130.81.187.216]
  4     5 ms     4 ms     4 ms  130.81.151.228
  5     5 ms     5 ms     5 ms  0.xe-9-1-0.BR1.NYC1.ALTER.NET [152.63.4.241]
  6     5 ms     5 ms     5 ms  jfk-brdr-04.inet.qwest.net [63.235.40.53]
  7    13 ms    13 ms    12 ms  dca2-edge-01.inet.qwest.net [67.14.36.10]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.

And yet imdb.com is responding in a way less then a second with a complete page.

And other traces people are showing have shown how low a priortiy these traces are being responded with sometimes getting huge rsponse times or timing out, when the end server shows less than a 10-30 ms response time.

Other than measuring the reponse time to your normal request, there probably is nothing that will help you  when pings and tracert fail to give you any guidance.  Some tools exist to just measure that, i.e. send a normal tcpip requests to a standard port (e.g http port 80) and see how long it takes to get a response.

[Tsuki]

Hi Adam,

Thanks for the reply.  I actually got a call back on Tuesday  and a technician came to check my ONT on Wednesday.  The technician came over, check a few things and called support to escalate the issue.  I'm waiting to hear back from tier 2 support.

Thanks again.

[tns]

Actually I had serious problem in the past with speedtest when it picks Secaucus NY.  Do you get same results when you pick a different server.

[Anthony_VZ]

I am sorry to hear about the high ping times you are getting on Verizons servers. We would like to take a look at this to see what's going on. We need more specific information about your account, so we have copied your post to our private support board. Please refer all correspondences to there from here on out. You can easily get to the private support one of two ways. In the email you signed up for the forums with, you will receive a link to click on. Make sure you are already signed into the forums before clicking on this link. Another way of getting there is by clicking on your username anywhere you see it in the forums. This brings you to your account profile. Scroll down to the section labeled "My Support Cases" . In there you will see the link to your case.

[Tsuki]

Update for everyone, I have not gotten a call back from Verizon after escalating the issue to tier 2 support.  BUT, the day after escalating, my latency has decreased significantly.  It's still not as good as when I first signed up but now it's actually usable.  They must have found the issue somewhere and resolved it.  They should as least contact me and let me know what is going on so if this ever happens again, it doesn't take 2 weeks of calling, troubleshooting, and frustration to get it resolved.  Makes me feel that they don't want to admit it was actually Verizon's issue the whole time.

Thanks everyone for the help.

dpmalito99, You need keep calling them.  😞  Goodluck.  

[Tsuki]

I take that all back.  It's happening again.  This is terrible.  Even worst now.

C:\Documents and Settings\Mei>tracert www.google.com

Tracing route to www.google.com [173.194.75.103]
over a maximum of 30 hops:

1 6 ms 8 ms 3 ms Wireless_Broadband_Router.home [192.168.1.1]
2 9 ms 11 ms 8 ms L100.NWRKNJ-VFTTP-62.verizon-gni.net {edited for privacy}
3 331 ms 312 ms 320 ms G4-3-662.NWRKNJ-LCR-06.verizon-gni.net [130.81.104.86]
4 418 ms 324 ms 309 ms so-6-2-0-0.NWRK-BB-RTR2.verizon-gni.net [130.81.28.150]
5 364 ms 283 ms 431 ms 0.xe-8-0-0.XL4.NYC1.ALTER.NET [152.63.5.217]
6 19 ms 17 ms 9 ms 0.xe-11-0-0.GW13.NYC1.ALTER.NET [152.63.18.114]
7 18 ms 10 ms 9 ms google-gw.customer.alter.net [157.130.249.6]
8 15 ms 20 ms 19 ms 72.14.239.46
9 326 ms 354 ms 21 ms 209.85.251.37
10 323 ms 330 ms 335 ms 209.85.249.11
11 36 ms 384 ms 29 ms 209.85.241.222
12 35 ms 314 ms 326 ms 216.239.48.59
13 * * * Request timed out.
14 335 ms 314 ms 319 ms ve-in-f103.1e100.net [173.194.75.103]

Trace complete.

C:\Documents and Settings\Mei>tracert www.yahoo.com

Tracing route to ds-any-fp3-real.wa1.b.yahoo.com [98.139.183.24]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 7 ms 19 ms 9 ms L100.NWRKNJ-VFTTP-62.verizon-gni.net {edited for privacy}
3 12 ms 12 ms 9 ms G9-0-562.NWRKNJ-LCR-05.verizon-gni.net [130.81.48.18]
4 16 ms 8 ms 9 ms so-6-0-2-0.NWRK-BB-RTR1.verizon-gni.net [130.81.28.148]
5 46 ms 105 ms 25 ms xe-3-1-1-0.RES-BB-RTR1.verizon-gni.net [130.81.23.155]
6 27 ms 25 ms 18 ms so-6-0-0-0.ASH-PEER-RTR1-re1.verizon-gni.net [130.81.10.90]
7 350 ms 385 ms 333 ms 130.81.15.170
8 31 ms 30 ms 28 ms ae-6.pat1.dcp.yahoo.com [216.115.102.174]
9 353 ms 408 ms 409 ms ae-3.pat2.dcp.yahoo.com [216.115.102.117]
10 316 ms 315 ms 321 ms ae-7.pat2.che.yahoo.com [216.115.100.137]
11 58 ms 52 ms 51 ms ae-3.msr1.bf1.yahoo.com [216.115.100.29]
12 45 ms 48 ms 48 ms ge-0-0-0.pat2.bfz.yahoo.com [216.115.97.209]
13 356 ms 78 ms 54 ms et-17-1.fab2-1-gdc.bf1.yahoo.com [98.139.128.39]
14 340 ms 65 ms 49 ms xe-7-0-0.clr1-a-gdc.bf1.yahoo.com [98.139.128.17]
15 425 ms 127 ms 99 ms ir2.fp.vip.bf1.yahoo.com [98.139.183.24]

Trace complete.

[bagher]

I'm having the same problem, wireless is useless, even plugged in its unbearable.  They are sending me yet another router...

[TonyaD_VZ]

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you. Tonya C.