I am sorry to hear that you are experiencing issues with your internet connection and cloud backup service. Here are some suggestions to try and solve the problem:
- Check your internet connection: Even though your speed tests show close to a gigabit speed, it's possible that there are issues with the stability of your connection. Try running a speed test during off-peak hours when you don't usually experience problems. If the speed test results are inconsistent, this could indicate an issue with your connection.
- Contact Verizon support again: It sounds like you have already tried many troubleshooting steps. Since the issue persists and the trace route indicates potential issues within Verizon's network, it may be worth your time to contact them again and explain the details of your situation, including the inconsistent connection, the frequent disconnections during chats, and the trace route results. They may have additional insights or tools to help identify the cause of the problem.
- Consider using a different device: If possible, try connecting your computer directly to the ONT (optical network terminal) with an Ethernet cable instead of relying on your router. This can help eliminate potential issues with your router or wireless connection.
- Explore alternative cloud backup services: If your current cloud backup service is consistently failing, consider trying a different provider that may have better reliability in your area.
- Monitor network activity: Use network monitoring tools to observe the behavior of your internet connection during the periods when you experience issues. This can help you gather data to explain the problem to Verizon support and potentially identify the root cause.
Remember, it's important to maintain a calm and respectful tone when communicating with technical support staff. They are there to help, but they may also be limited in their ability to troubleshoot issues that are beyond their control or that require access to your network equipment.
