Packet Loss Issue--Please Help!
pjvent7777
Enthusiast - Level 3

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.

29 Replies
Hubrisnxs
Legend

so are you thinking his problem is at the gateway instead of his router?

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pjvent7777
Enthusiast - Level 3

I've already replaced the router once...so it seems unlikely that it's the router, unless I managed to get two bad ones.  Of course, stranger things have happened.

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Anti-Phish1
Master - Level 1

@Hubrisnxs wrote:

so are you thinking his problem is at the gateway instead of his router?


Yes.  The OP is consistently showing high packet loss between his router and the VZ edge router.

There is no point is looking at hops past the edge router yet because packet loss reported on those hops will be distorted by the packet loss between his router and the edge router.

shady64
Enthusiast - Level 1

Has this been fixed?  I'm just wondering because I'm currently going through a very similar issue...its been about a week and I'm located in NY...  I will run a WIN MTR when I get home, just so I can compare....but I've gone from about 7 Mbps down to .25 Mbps down.  Strangely, my upload speed is normal.  Here is a trace route I ran a couple of days ago. 

image

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pjvent7777
Enthusiast - Level 3

Not yet...will keep you posted.

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arghhhhh1
Newbie

I feel your pain.  Verizon has yet to resolve my packet loss issue.  😞

WinMTR Statistics

WinMTR statistics
Host%SentRecvBestAvrgWrstLast
192.168.1.108878870010
L100.PHLAPA-VFTTP-140.verizon-gni.net22476373202311321
G0-6-3-7.PHLAPA-LCR-21.verizon-gni.net23468363212511422
so-9-0-0-0.PHIL-BB-RTR1.verizon-gni.net27428313213113622
0.xe-3-0-1.XL3.IAD8.ALTER.NET30408288273313528
0.ae3.BR1.IAD8.ALTER.NET31400278283212028
ae-10.r04.asbnva02.us.bb.gin.ntt.net28420303283112029
a184-31-160-29.deploy.akamaitechnologies.com2346836303112128
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pjvent7777
Enthusiast - Level 3

Here's my latest.  The techs keep telling me that "I have too many devices running on my system" and that "there isn't anything they can do" which seems insane.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|          Wireless_Broadband_Router.home -    9 |  386 |  354 |    0 |    3 |  350 |    2 |
|   L100.WASHDC-VFTTP-131.verizon-gni.net -   22 |  588 |  463 |    0 |   10 |  398 |    8 |
| G0-12-3-3.WASHDC-LCR-22.verizon-gni.net -   22 |  580 |  458 |    0 |   11 |  123 |   10 |
|  so-7-1-0-0.RES-BB-RTR2.verizon-gni.net -   23 |  596 |  463 |    0 |   18 |  400 |   10 |
|           0.so-2-0-3.XL4.IAD8.ALTER.NET -   24 |  608 |  463 |    0 |   16 |  399 |   10 |
|       TenGigE0-7-4-0.GW7.IAD8.ALTER.NET -   21 |  579 |  463 |    0 |   12 |  392 |   12 |
|            google-gw.customer.alter.net -   39 |  426 |  264 |    0 |   71 |  429 |   65 |
|                           72.14.238.212 -   40 |  427 |  259 |    0 |   18 |  382 |    9 |
|                           72.14.238.247 -   45 |  381 |  213 |    0 |   11 |   21 |   13 |
|                iad23s07-in-f1.1e100.net -   38 |  430 |  269 |    0 |   14 |  358 |   15 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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Hubrisnxs
Legend

Is it normal for you to have near 10% packet loss to your router?

You do have some heavy ping times on those vz routers 200+ ms, so maybe you should bypass first line support, do a who is look up on those IP's and then Email the hop admin (normally their NOC Center)

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Ralph368
Enthusiast - Level 2

I been having problems with packet loss as many of you have and downloads stopping do to unknown reason.

Today I ran a few random website tests with WinMTR, here are my results.

Also had a problem connecting to my rented game server, this is the reply I got back from the pres.

Spoiler
This is definitely due to the Verizon-Cogent overloaded peering point, which they've been publicly battling about with no end in sight for unfortunate Verizon customers.

I've asked Internap to manually reroute you.

Thanks,
John
Founder/President
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