Inconsistent Ping/Speed - Possible Tower issue?

[BPaille]

We were using our connection to game on our PS4 and PC, and for the past handful of months I have been unable to due to an unreliable ping.

I test the ping to Google.com, Yahoo.com and 8.8.8.8 and will get under 100 Ms for a duration of time, and then it will spike to around 1000ms. I'll get ping results around 60ms for 15 minutes to an hour, then over 500ms to 1k for 15 minutes to an hour, and then it will go back and start the loop over again.

I have been trouble shooting on my end to try and narrow it down and I think it's likely it's the tower we use and was hoping to have Verizon Support look into it. The area code is 37874.

Steps I have taken is to make sure that nothing but the PC is connected to the network, Also to connect to the WIFI from the Verizon Router instead of the wired connection using our router. I have tried other PC's and a Laptop. I have even connected my phone and got the same results. Some times it's fantastic, other times it's not usable.

I have noticed the same results from my Verizon Wireless phone when it is not on the home network at all. I also enabled the hotspot from it and connected a laptop and would get similar results.

I am not sure if it's coincidental or not, but a tornado came through in November and destroyed several homes a couple of miles from me and it may have started around then.

Thanks in advance for any help.

[7e18n1]

What you're seeing maybe high latency and ping just shows high latency is there. Ping is usually the fastest way to see it, but it doesn't help much to diagnose a high latency issue. Blaming the tower is not supported by what ping has to say. What works better is a utility called Trace Route. From the command prompt, type:

Tracert 8.8.8.8

Tracert google.com

Tracert 4.2.2.1 >filespec

> is the redirect switch, filespec is the full file specification:   c:\path\filename.ext   of the file you want to send the output to. There is no screen output when the redirect switch is used.

Post the output from tracert 4.2.2.1 so we can see what you're talking about.

[BPaille]

Thank you for the help. I just got home and could barely pull a website, but did this tracert per your instructions.

Tracing route to a.resolvers.level3.net [4.2.2.1]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  cp.local.tld [192.168.0.1]

  2     3 ms     3 ms     3 ms  192.168.1.1

  3  1000 ms  1061 ms     *     255.sub-66-174-175.myvzw.com [66.174.175.255]

  4     *      628 ms  1028 ms  228.sub-69-83-49.myvzw.com [69.83.49.228]

  5   550 ms   738 ms     *     34.sub-69-83-60.myvzw.com [69.83.60.34]

  6   535 ms     *        *     194.sub-69-83-63.myvzw.com [69.83.63.194]

  7   579 ms     *      447 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  8   435 ms   846 ms   661 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  9   654 ms   729 ms     *     65.sub-69-83-32.myvzw.com [69.83.32.65]

10     *      646 ms     *     nash-b1-link.telia.net [62.115.44.117]

11   685 ms     *        *     atl-b22-link.telia.net [62.115.138.214]

12     *        *        *     Request timed out.

13     *        *        *     Request timed out.

14 

Then I got this one an hour later after the internet seemed to be functional again.

Tracing route to a.resolvers.level3.net [4.2.2.1]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  cp.local.tld [192.168.0.1]

  2     4 ms     2 ms     2 ms  192.168.1.1

  3    53 ms    57 ms    57 ms  136.sub-66-174-37.myvzw.com [66.174.37.136]

  4    66 ms    60 ms    53 ms  228.sub-69-83-61.myvzw.com [69.83.61.228]

  5    71 ms    36 ms    50 ms  34.sub-69-83-60.myvzw.com [69.83.60.34]

  6    65 ms    44 ms    48 ms  194.sub-69-83-63.myvzw.com [69.83.63.194]

  7    76 ms    64 ms    42 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  8    49 ms    56 ms    47 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  9    70 ms    54 ms    57 ms  65.sub-69-83-32.myvzw.com [69.83.32.65]

10    52 ms    53 ms    48 ms  nash-b1-link.telia.net [62.115.44.117]

11    69 ms    57 ms    74 ms  atl-b22-link.telia.net [62.115.138.204]

12     *       64 ms    74 ms  level3-ic-319173-atl-b22.c.telia.net [213.248.84.35]

13     *        *        *     Request timed out.

14    64 ms    73 ms    57 ms  a.resolvers.level3.net [4.2.2.1]

Trace complete.

[BPaille]

After a few minutes of decent browsing I got this one.

Tracing route to a.resolvers.level3.net [4.2.2.1]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  cp.local.tld [192.168.0.1]

  2     4 ms     3 ms     2 ms  192.168.1.1

  3  1112 ms   647 ms   263 ms  136.sub-66-174-37.myvzw.com [66.174.37.136]

  4   760 ms   389 ms   735 ms  228.sub-69-83-61.myvzw.com [69.83.61.228]

  5   460 ms   577 ms   731 ms  34.sub-69-83-60.myvzw.com [69.83.60.34]

  6   892 ms   104 ms   297 ms  194.sub-69-83-63.myvzw.com [69.83.63.194]

  7   914 ms   462 ms     *     224.sub-69-83-32.myvzw.com [69.83.32.224]

  8   479 ms   333 ms   872 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  9   865 ms  1100 ms   567 ms  65.sub-69-83-32.myvzw.com [69.83.32.65]

10   947 ms   736 ms   666 ms  nash-b1-link.telia.net [62.115.44.117]

11   371 ms   352 ms   348 ms  atl-b22-link.telia.net [62.115.138.204]

12     *        *        *     Request timed out.

13     *        *        *     Request timed out.

14   936 ms   889 ms  1042 ms  a.resolvers.level3.net [4.2.2.1]

Trace complete.

[BPaille]

Now again about 10 minutes later.

Tracing route to a.resolvers.level3.net [4.2.2.1]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  cp.local.tld [192.168.0.1]

  2     4 ms     3 ms     2 ms  192.168.1.1

  3    63 ms    49 ms    44 ms  136.sub-66-174-37.myvzw.com [66.174.37.136]

  4    75 ms    51 ms    50 ms  228.sub-69-83-61.myvzw.com [69.83.61.228]

  5   104 ms    83 ms    53 ms  34.sub-69-83-60.myvzw.com [69.83.60.34]

  6    66 ms    74 ms    48 ms  194.sub-69-83-63.myvzw.com [69.83.63.194]

  7   100 ms    99 ms    81 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  8    79 ms    60 ms    48 ms  224.sub-69-83-32.myvzw.com [69.83.32.224]

  9    55 ms    59 ms    55 ms  65.sub-69-83-32.myvzw.com [69.83.32.65]

10    58 ms    66 ms   108 ms  nash-b1-link.telia.net [62.115.44.117]

11    72 ms    63 ms    85 ms  atl-b22-link.telia.net [62.115.138.204]

12     *        *        *     Request timed out.

13     *        *        *     Request timed out.

14    76 ms    71 ms    54 ms  a.resolvers.level3.net [4.2.2.1]

Trace complete.

I'll await any further instructions without flooding the thread any more, hopefully this helps illustrate what I was describing. Thanks again for any help.

[John_Getzke]

The ping scores here are consistent with your observations of slow internet performance.  We can see the local hops to the VZW device are quick but as soon as it hits the VZW network your start to jump all over the place.  When the first hop to VZW is quick the rest of the results follow suit.

> I am not sure if it's coincidental or not, but a tornado came through in November and destroyed several homes a couple of miles from me and it may have started around then.

This would be a clue for me.  You would have to know exactly where the tower is that you are connecting too but chances are if there is damage in the area the tower crews would have to get involved.  They may have you rigged up with something temporary until they can apply full repairs at a later time.  If this is around when the performance problems started then you may just have to sit tight and wait for VZW to respond.

The only other way to rule out a location/tower problem would be to bring the VZW device to another area.  Let it connect to a tower that has good performance and see if the problem persists.  4G LTE routers are not the most mobile device but perhaps you could rig up a LAN at a buddies house for a night or something and compare your results.  The best tests would be from another town where you can be sure you are away from any storm damaged equipment.

[7e18n1]

The first two hops belong to you and are as they should be, but that third hop is the start of Verizon's local network and +1000ms returns are not encouraging. Hop 7 and 8 are to the same IP address… The golden rule of TCP/IP networking is two network devices can't have the same IP address, yet there it is. I can't help but think that this is not helping the situation. 

I would start collecting this data if I were you. You have a better chance of convincing the right person to figure it out if you have data that shows a problem.

Create a batch file and run the batch file to record 1 data sample. COPY and PASTE the data between the … lines to a Command Prompt:

…

Copy con: file.bat

@echo off

Echo Creating trace to Level 3 DNS Primary . . .

Date /t >>file.txt

Time /t >> file.txt

Tracert 4.2.2.1 >>file.txt

Notepad file.txt

Exit

…

Press F6 to end the copy and Enter to create the batch file.

As written, you can put both files in My Documents so you can edit and save to avoid Permission errors. Create a desktop Icon to file.bat and double click it to save a sample. You want the data to clearly show both good and bad. If you wish to see the output you can open file.txt with Notepad and scroll to the last entry.

If you do this then backup the data file in case it goes poof and just disappears. You marked your original post as a question so someone from Verizon should be along to offer assistance. Ordinarily you have to call Customer Service (800) 922-0204 to report an issue with the system.

[BPaille]

Thank you, I shall try this. I have tried the tech support number but unfortunately with an intermittent problem it's hard to troubleshoot. Hopefully someone from verizon can see this and use the tracerts to help.

[7e18n1]

You're welcome!  By the way, you have done all the usual stuff, right?  Power down, remove the battery and SIM Card, wait a couple minutes, put it back together, and use the reset button to reset the router to factory defaults. I don't see that this was mentioned in the thread. 

It's been my experience that the provider will fix it when they know what to fix. The first reaction is always, "You're doing something wrong." But when you have data that says different it's hard to deny it.

[BPaille]

I'm using the installed LTE. So I have power cycled everything. I've even left everything off overnight to the same results. Today I went on the roof and raised up the cantenna to see if getting some more clearance over the house might help. It did not I'm sad to report.

I've been running the bat file and getting some data to give to tech support,in hopes they find me here.

Here's something odd that I would like your opinion on. I have been running tracerts simultaneously on my phone (Not on the network, just using it's internal antenna to get signal, which is also Verizon) when I have gotten the high latency on the PC. And it's not had the same high times that the PC gets. However, third hop is different. The others are the same. Any thoughts on that?

[7e18n1]

LTEII should have a public facing static IP address whereas your phone is behind Verizon's private network.

[BPaille]

OK. I think I found the reason, but not the fix.

My download speed has died. I get the decent pings when there is no internet usage at all. If even a webpage is pulled, it goes to [Removed]. So, I did some speed tests.

My download speed tested all below .5 Mbps. Normally around .1Mbps. Then my upload would be 7-10 Mbps. I'm not really sure what to do now.

inappropriate content removed as required by the Verizon Wireless Terms of Service 

Message edited by Verizon Moderator

[7e18n1]

If you're sure you didn't change something when you moved the antenna, it sounds like the only thing you can do is complain to VzW. Don't mention you moved the antenna.

[7e18n1]

Are you on the unlimited data plan?

[BPaille]

I am, I had just switched. I spent two days going back in forth with Verizon tech support.

There solution is to send a tech out for 150 dollars. The fee is regardless of whether or not that person resolves my issue, and if the tech deems my equipment is the problem I will be charged for it.

Now, after all of this and keeping tabs of times and speeds and pings, I think I'm being throttled. I used 29 gig and after 22 gig it is supposed to take me down to 3g speeds during congested times. I am being dropped to 56k speeds. My bill cycle resets in a day or two, so I'm going to ride it out and see if it's cleared up. If it does I'll know it's not the equipment. Hopefully I can convince the right person that I am being throttled down too much and there's a fix for it. If it doesn't fix it once my data resets then I may be on the hook for the tech/fee or switch providers unfortunately.

[7e18n1]

Yes, let us know if it clears up when your bill recycles.

[BPaille]

Billing cycle restarted two days ago, and I've had consistent speeds since. I'm trying tech support again as I type this. I'm frustrated but resolved.

[7e18n1]

I suggest you moderate your usage.