SLOW internet for 1 month

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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎03-05-2011

SLOW internet for 1 month

Message 1 of 19
(2,292 Views)

I have contacted support numerous times without resolve. I have 2 Mbps down and 1 Mbps up. THey ask me if it's wired or wireless each time and to reboot the router like its going to magically fix something.

 

Tracing route to pool-71-162-241-55.phlapa.fios.verizon.net [71.162.241.55]
over a maximum of 30 hops:

  1     3 ms     2 ms     1 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2    10 ms     9 ms    10 ms  L100.NWRKNJ-VFTTP-80.verizon-gni.net {edited for privacy}
  3    11 ms     9 ms    10 ms  G0-3-4-7.NWRKNJ-LCR-21.verizon-gni.net [130.81.105.108]
  4     *        *        *     Request timed out.
  5    10 ms     9 ms     9 ms  ge-4-3-0-0.PHIL-BB-RTR1.verizon-gni.net [130.81.17.108]
  6    15 ms    15 ms    22 ms  P15-0.PHLAPA-LCR-07.verizon-gni.net [130.81.29.5]
  7     *        *        *     Request timed out.
  8    20 ms    23 ms    23 ms  pool-71-162-241-55.phlapa.fios.verizon.net [71.162.241.55]

 

tracert -d 71.162.241.55

Tracing route to 71.162.241.55 over a maximum of 30 hops

  1     1 ms     1 ms     2 ms  192.168.1.1
  2    10 ms     7 ms     9 ms  {edited for privacy}
  3    20 ms    28 ms    17 ms  130.81.105.108
  4     *        *        *     Request timed out.
  5    11 ms    11 ms    12 ms  130.81.17.108
  6    13 ms    14 ms    13 ms  130.81.29.5
  7     *        *        *     Request timed out.
  8    24 ms    26 ms    25 ms  71.162.241.55

Trace complete.

 

 

Now to google outside of verizon network:

tracert -d google.com

Tracing route to google.com [72.14.204.103]
over a maximum of 30 hops:

  1     1 ms     1 ms     3 ms  192.168.1.1
  2     8 ms     9 ms    50 ms  {edited for privacy}
  3     8 ms     7 ms     6 ms  130.81.105.108
  4     8 ms     9 ms     9 ms  130.81.22.62
  5     8 ms     9 ms     6 ms  152.63.19.177
  6    13 ms    13 ms    14 ms  152.63.3.101
  7    15 ms    12 ms    15 ms  152.63.21.61
  8    45 ms    32 ms    35 ms  152.179.72.62
  9    15 ms    12 ms    11 ms  209.85.252.215
 10    19 ms    18 ms    16 ms  209.85.249.11
 11    25 ms    24 ms    27 ms  66.249.94.54
 12    16 ms    19 ms    16 ms  72.14.204.103

Trace complete.

 

18 REPLIES 18
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Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: SLOW internet for 1 month

Message 2 of 19
(2,260 Views)
Well they ask you about that because its important. As an example your ms times to the router sitting in your house (not involving the internet at all) should be <1ms most if not all the time and you have 3ms before you even hit the thousands of miles you are trying to reach.

So make sure your hardwired to one of the LAN ports on the back of the router.
Re-run the Verizon food optimized in elevated status (I.e. run as administrator)
And test only at the Verizon speedtest site. (This test isolates off-network traffic from your results.)


http://my.verizon.com/micro/speedoptimizer/fios/default.aspx
Http://speedtest.Verizon.net

Post those results.

If your wireless then the problem is most likely different.
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Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: SLOW internet for 1 month

Message 3 of 19
(2,259 Views)
Fyi, time outs on treace could be a problem or they could be that the router you are tracing through gave icmp a really low priority, or even has configured not to respond to pings. May or may not be an issue, I tend to think if it goes to the next router then its not that big a deal. Otherwise your traceroute doesn't look that bad.
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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎03-05-2011

Re: SLOW internet for 1 month

Message 4 of 19
(2,248 Views)

First off, I am a Unix engineer so I have a clue about what I'm talking about. Rebooting the router and changing the MTU etc.. is not going to help this because the problem is on the Verizon Circuits/switches.

The ping to my router is 1ms or less through wireless or wired.
Pinging 192.168.1.1 with 32 bytes of data:
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64
Reply from 192.168.1.1: bytes=32 time<1ms TTL=64
Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

 

Verizon Speed test to NY 

 

2.948 Mbps down

2.227 Mbps up

 

 

----

 

 

Using speedtest.net

To New York -  external IP is 167.206.8.148

3.82 down

2.23 up

 

 

C:\Users\Joe>tracert -d 167.206.8.148

 

Tracing route to 167.206.8.148 over a maximum of 30 hops

 

  1     2 ms     1 ms    <1 ms  192.168.1.1

  2     7 ms     9 ms     8 ms  108.35.37.1

  3     8 ms    24 ms    59 ms  130.81.105.108

  4     *        *        *     Request timed out.

  5    17 ms    13 ms    17 ms  130.81.17.6

  6    12 ms    12 ms    13 ms  152.63.3.110

  7    17 ms    14 ms    15 ms  204.255.173.54

  8    12 ms    12 ms    17 ms  4.69.138.254

  9    12 ms    15 ms    13 ms  4.69.141.21

 10    15 ms    16 ms    19 ms  4.69.148.46

 11    12 ms    16 ms    12 ms  4.68.16.208

 12    38 ms    36 ms    36 ms  65.19.102.153

 13     *        *        *     Request timed out.

 14    34 ms    33 ms    34 ms  64.15.1.25

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18

 

 

 

----

 

Newark - external IP using netstat is 208.167.226.230

15.51 down

3.49 up

 

 

C:\Users\Joe>tracert -d 208.167.226.230

 

Tracing route to 208.167.226.230 over a maximum of 30 hops

 

  1     1 ms     1 ms    <1 ms  192.168.1.1

  2     7 ms     7 ms     8 ms  108.35.37.1

  3     9 ms     9 ms     9 ms  130.81.129.134

  4     9 ms     9 ms     7 ms  130.81.22.62

  5     9 ms     7 ms     9 ms  152.63.19.177

  6    10 ms    12 ms    10 ms  152.63.3.105

  7     9 ms     9 ms     9 ms  152.63.18.178

  8     9 ms     8 ms    15 ms  152.179.78.38

  9     9 ms     9 ms    12 ms  69.31.95.153

 10    11 ms    10 ms     9 ms  69.31.95.145

 11    14 ms    27 ms    21 ms  69.31.94.138

 12    15 ms     9 ms     9 ms  66.55.128.162

 13     9 ms     9 ms     9 ms  208.167.226.230

 

 

 

 

 

 

 

 

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Gold Contributor V
Gold Contributor V
Posts: 1,692
Registered: ‎05-17-2009

Re: SLOW internet for 1 month

Message 5 of 19
(2,239 Views)

There is nothing wrong with any of those tracerts. Those all have normal numbers. With the exception of Hop 1. As stated above, if you are having anything more than <1ms on the first hop, you have issues before you even leave the house. The routers that give the times outs, thats just routers that are programed not to respond to ICMP requests. Besides, PING will have very little to do with the speeds. It can be an indicator to see if there is an obvious networking issue or router that is down causing a problem. But from the results you are posting, that does not seem to be an issue.

 

As for wired or wireless and rebooting your router. They tell you to do that because 9 times out of 10 that is exactly what the problem is. I worked phone help desk in the past and that is ALWAYS the first step. So Verizon asking you that each time you call is exactly what should be happening.

 

Also Verizon does not support wireless speeds. So they ask you if you are wired or not because if your not wired, there is nothing more to talk about. They will not even acknowledge an issue unless you are wired.




====================================================================================

Error exists between keyboard and chair.
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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎03-05-2011

Re: SLOW internet for 1 month

Message 6 of 19
(2,229 Views)

First off, its wired!! Second, it is less than 1ms if you can read. Third, just like you say, ping indicates a problem in the network!! Get a clue! I correlated good speed through Newark with a clean traceroute. The NY speedtest is slow with  timeouts along the trace.

 

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Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: SLOW internet for 1 month

Message 7 of 19
(2,228 Views)

There aren't very many good ways to jump to the head of the line.  if you call in saying your an engineer, it won't make a difference to them.  they don't have a white board in all the call centers that say "these customers really know what they are talking about, listen and do what they say"

 

the best contacts, outside of normal support (i.e, over the phone, and chat support) are the following two.

 

Verizon Direct and Verizon Twitter Direct Support

 

Good for complex issues that are outside first line supports area's.    Or just plain old fashioned  courteousness, and patience, and calling them and allowing them to escelate when appropriate.  I have never had a problem steering a front line rep into escelating my issue for me, and then when it's escelated - it gets in the right hands through normal channels.  but if you don't have time for courteousness, or patience to deal with over the phone support, then try one of the above methods.  

 

You may have a legit issue here, but you havent given enough info to determine that.  As a unix engineer, if someone brought you a Sub 50 ms, traceroute that reached it's destination, would you tell them "my god, there's something wrong in the network!"     probably not, because you have a decent understanding of TCP/IP and how packets get from point a to point B.

 

Those packets are clearly passing to the next routers and back, otherwise you would get time out, time out, time out all the way through, and in addition - you wouldn't be able to ping succesfully.

 

the routers are again, either not responding to your icmp request because they were told not to, or icmp has been given a super low priority.   

 

it MAY or MAY not be an indication of trouble. 

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Copper Contributor
Copper Contributor
Posts: 7
Registered: ‎03-05-2011

Re: SLOW internet for 1 month

Message 8 of 19
(2,219 Views)

Thats funny because all the tracerts I do match the same pattern and when a router is timing out, then the bandwidth is low. I have done numerous other tests and the traceroutes are ALWAYS clean when the bandwidth is good.

 

As a unix engineer, I work with sub micro times so its not even relevant. I do have an idea how to troubleshoot though, so the bottom line is there is a problem.

 

What other information would you need? 

 

Also, my VOD is breaking up and unwatchable.

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Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: SLOW internet for 1 month

Message 9 of 19
(2,214 Views)

Also the speedtest.net servers are often times run by mom and pop ips's, and may not be a true reflection of your speed.  

 

Run your speedtest at the following locations and you may get better information that will help isolate your issue

 

Argonne National Laboratory NDT is a Web100 java-based test with a Gigabit ethernet connection, so there should be plenty of oomph behind it in most circumstances

 

Java-based Verizon FiOS test keeps traffic on the Verizon network, so it may isolate non-Verizon network conditions from your results.

 

http://myspeed.visualware.com/index.php

Very accurate speed testing,accurately measure connection throughput and quality, analyze network route performance and efficiency, perform network ...

 

as an example:  When I test at the speedtest.net server in NY I get similiar speedtest results as you do, when I test to the LA server, I get 20 MB downloads.   It might just be the servers you are testing at.  

 

 

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Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: SLOW internet for 1 month

Message 10 of 19
(2,212 Views)

If you're VOD is breaking up, and unwatchable, then try using that as a tactic when talking to Verizon.  they don't take speedtests as seriously, when you aren't using their exact conditions that the front line agents require on their calls.  

 

VOD is special though, you should always be able to get a clean picture, so when you call in and do their little dog and pony show (i.e. rebooting router, resetting cable boxes, resetting the ONT) and that doesn't work, then they have to escelate to a network engineer.  That may be your golden goose.  Focus on the VOD break up vs the internet speed when talking to Verizon.  If the three steps there don't seem to fix it, then the verizon will want to send a field tech (who will in turn work with a network tech when he is on site) or they may just send it to a network tech right off the bat, which is what you want. 

 

 

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