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Losing packets on FIOS connection - wondering if it's equipment in my home or elsewhere?
matt20001
Newbie
‎01-09-2017 07:07 PM

I am experiencing periodic outages (probably 2 an hour) and they've been very hard to diagnose. I managed to catch one with an mtr trace and it looks like this:

                                                           Packets               Pings
Host                                                    Loss%   Snt   Last   Avg  Best  Wrst StDev
1. cellspot.router                                       0.0%    67    0.4   0.4   0.3   0.4   0.0
2. 192.168.1.1                                           0.0%    67    0.6   0.6   0.6   0.7   0.0
3. lo0-100.NYCMNY-VFTTP-395.verizon-gni.net             61.2%    67    1.2   1.8   1.0   5.0   1.1
4. B3395.NYCMNY-LCR-21.verizon-gni.net                  64.2%    67    4.3   4.5   2.5   6.1   0.9
5. ???
6. 0.ae11.GW13.NYC1.ALTER.NET                           40.3%    67    2.7   3.0   2.7   3.7   0.0
7. google-gw.customer.alter.net                         20.9%    67    2.9   4.1   2.8  37.8   5.3
8. 216.239.50.139                                       12.1%    67    3.4   3.6   3.2  11.3   1.0
9. 209.85.245.179                                       16.9%    66    4.0   4.3   3.8  15.0   1.6
10. lga15s43-in-f46.1e100.net                            31.2%    65    3.8   3.7   3.5   3.9   0.0

It looks like it's the verizon router closest to me that's having trouble. Is that correct? I've contacted support multiple times but they have been less than helpful unfortunately.

Thanks for any suggestions or information!

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An Accepted Solution is available for this post.
Re: Losing packets on FIOS connection - wondering if it's equipment in my home or elsewhere?
kh-gary
Moderator Emeritus
‎01-09-2017 07:35 PM

Hi matt2000,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.

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