Massive Packetloss and instability

[deezly]

Let me start this out with this: I've absolutely LOVED FiOS - I've been a shill for them since I got them. Solid service and never a single issue - till now. and its been a nightmare now....

I'm located in southern NJ (Cherry hill area) 
I’ve been getting massive packet loss while anyone does something on my network even when it’s not fully saturating my bandwidth. So even a single person downloading something @ 400mbps makes voice chat,  video chat etc lag. I can not have my family watch a movie downstairs without my discord lagging. 

I’ve talked to support for hours and hours, they were very nice and no shade to them… but they said there is no issue even when I provide evidence. They only use tracert as a source for troubleshooting and I showed them a WinMTR test and pathping test (which are much better for troubleshooting, it’s what I use when I troubleshoot networks in my job.)  demonstrated 20% packet loss.

Here is a test I ran win WinMTR. I used it with the discord server i was connected to, while my family was streaming a 4K movie (that is all, its not using even 1/4 of my available bandwith) and this is the result

Then if I run the test when no one is streaming, its 0% packet loss.

I ran a test on a website too just for kicks,

They said  "there is no sign of packet loss" and that its "normal". They said 20% packet loss is fine. I tried to urge them that it was not, and I showed them my tests. I told them I cannot even use VOIP or  video chat. After hours of chat, they said there is no troubleshooting steps left for us to take and I’m just out of luck  basically... Unless I want to pay $99 OUT OF MY POCKET for a tech to come out and look (even though there is in fact an issue)

Steps I took to troubleshoot
1 - My Primary router is the VZW CR1000a which has been solid since I've gotten it. But I did try to use my backup, the ASUS ROG Rapture GT-AX11000. This did not change anything. VZ sent me a new router too, that didn't work

2- I unplugged my ONT & my Router for 10 hours, plugged it back in. No fix.

3- I tried multiple network drivers on my windows PC (Most recent and other versions ) no fix. But as I said this packet loss is repeatable on any device I use on my network.

3B - even with that said I wiped and did a fresh Windows install on my main PC - this did not fix.

I’m making this post to reach out to the community and see if anyone here has ideas or is having issues too.  Because the support made it clear there is nothing they can do to help me besides ME PAYING $99 for a tech......Forum MODS please don't lock this thread like my last one 🙂 I am not saying anything against the very nice support staff that helped me, I just wanted to report what happened and the outcome & really see if there is ANYTHING I can do before I cancel my service. 

[dexman]

I'm more telephone and television savvy than Internet, so this may seem like a basic question.

While the routers were swapped out with no difference, have the connecting Ethernet cables been swapped with known good ones? 🤔

[clem21]

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@deezly wrote:

Let me start this out with this: I've absolutely LOVED FiOS - I've been a shill for them since I got them. Solid service and never a single issue - till now. and its been a nightmare now....

I'm located in southern NJ (Cherry hill area) 
I’ve been getting massive packet loss while anyone does something on my network even when it’s not fully saturating my bandwidth. So even a single person downloading something @ 400mbps makes voice chat,  video chat etc lag. I can not have my family watch a movie downstairs without my discord lagging. 

I’ve talked to support for hours and hours, they were very nice and no shade to them… but they said there is no issue even when I provide evidence. They only use tracert as a source for troubleshooting and I showed them a WinMTR test and pathping test (which are much better for troubleshooting, it’s what I use when I troubleshoot networks in my job.)  demonstrated 20% packet loss.

Here is a test I ran win WinMTR. I used it with the discord server i was connected to, while my family was streaming a 4K movie (that is all, its not using even 1/4 of my available bandwith) and this is the result

Then if I run the test when no one is streaming, its 0% packet loss.

I ran a test on a website too just for kicks,

They said  "there is no sign of packet loss" and that its "normal". They said 20% packet loss is fine. I tried to urge them that it was not, and I showed them my tests. I told them I cannot even use VOIP or  video chat. After hours of chat, they said there is no troubleshooting steps left for us to take and I’m just out of luck  basically... Unless I want to pay $99 OUT OF MY POCKET for a tech to come out and look (even though there is in fact an issue)

Steps I took to troubleshoot
1 - My Primary router is the VZW CR1000a which has been solid since I've gotten it. But I did try to use my backup, the ASUS ROG Rapture GT-AX11000. This did not change anything. VZ sent me a new router too, that didn't work

2- I unplugged my ONT & my Router for 10 hours, plugged it back in. No fix.

3- I tried multiple network drivers on my windows PC (Most recent and other versions ) no fix. But as I said this packet loss is repeatable on any device I use on my network.

3B - even with that said I wiped and did a fresh Windows install on my main PC - this did not fix.

I’m making this post to reach out to the community and see if anyone here has ideas or is having issues too.  Because the support made it clear there is nothing they can do to help me besides ME PAYING $99 for a tech......Forum MODS please don't lock this thread like my last one 🙂 I am not saying anything against the very nice support staff that helped me, I just wanted to report what happened and the outcome & really see if there is ANYTHING I can do before I cancel my service. 

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Like dexman, I'm really a TV guy, but it seems possible your ONT may be on its way out, or there is a flaky optical connection to the ONT or the distribution box on the pole. Either way I believe if Verizon finds the problem is their fault, you don't pay the service fee.

[Capricorn1 · Accepted solution]

I'm with @clem21 in that I would ask that they check and possibly replace your ONT. If you have neighbors with Fios, can you ask them to see if they are having similar problems? That might isolate it to your residence or indicate it's a bigger problem.

I had an ONT that apparently had intermittent issues converting certain frequencies. (It was ancient and outside in the weather for years.) In my case, the tech came out and was able to see the issues on their test equipment. They replaced the ONT, and I haven't seen the issues since.

I ran a PingPlotter ping trace to us-east1707.discord.gg, but I get an entirely different path since I'm in northern Virginia. (That said, I did see some packet loss in the nodes in Ashburn, VA, and Beaumeade, VA. Beaumeade seems to be a consistent 5-6% loss.)
You can do nothing to cause (or fix) upstream packet loss. You may be able to bypass it, however. If you have a VPN service available, have you tried going through that to see if there is any difference since that would take a different (longer) path?