I've been struggling to get support from Verizon on poor network quality with FIOS. I've been a long time customer, and the issues only started a few weeks ago. The issue is typically seen as choppy video when streaming to one of my devices. To troubleshoot I ran a traceroute, and simultaneously pinged each hop in the traceroute. I am consistently seeing packet loss on the last hop in Boston before my traffic heads to NYC (tonight it is 130.81.29.252). The packet loss varies from 6% to 40%, depending on the time of day.
Here is my traceroute, with the router in bold being the one in which I see consistent packet loss:
1 wireless_broadband_router (192.168.1.1) 0.967 ms 0.701 ms 0.668 ms
2 10.9.44.96 (10.9.44.96) 5.191 ms 5.485 ms 4.875 ms
3 g3-3-797.bstnma-lcr-07.verizon-gni.net (130.81.109.62) 4.490 ms 5.064 ms 4.536 ms
4 so-0-0-2-0.bos-bb-rtr1.verizon-gni.net (130.81.29.252) 5.073 ms 4.747 ms 4.824 ms
5 0.xe-2-1-0.xt1.nyc4.alter.net (152.63.18.58) 13.327 ms 14.642 ms 12.122 ms
I am on my 4th support case with Verizon, and have yet to get someone on the phone to look at anything other than my home router. I'm certain if I could just get a network engineer on the phone, I could quickly demonstrate the issue. It seems as though Verizon is not equipped to deal with these types of customer calls.
Please help!
Verizon sent a tech on-site to my house. Unfortunately he was an install guy who admittedly didn't know the difference between the bandwidth of our connection and packet loss. So his conclusion is: "The speed tests show everthing is fine." He did not run a packet loss test, saying he was not a network guy.
Anyone have any suggestion of how I can get help with this? I feel like I am speaking a foreign language. There is clearly a packet loss issue transiting traffic to the internet from at least one subnet in Boston.
Just saw your post.
If still a problem.....send a PM to Heather_VZ she has been very helpful to many people on many subjects
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