Severe packet loss Northern VA

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Severe packet loss Northern VA

Message 1 of 7
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Hello,

 

I wanted to report some issues I hvae been having intermittently for a year or so with severe packet loss.

 

Initially, I started noticing that certain sites using HTTPS would have to be refreshed several times to load properly and were slow in general.  Regular HTTP sites and even speedtest.net usually seemed fine.

 

I ran Wireshark directly from the ONT (no router) and it was reporting 5% packet loss, or rather a lot of TCP retransmits (indicative of packet loss).  This was occurring 24x7.  Eventually the techs began daily visits neighbor's house for 2 weeks and the problem *mostly* went away.

 

Now the problem has reappeared, but worse.  During the day there is 1-2% packet loss, within the "acceptable" range, and not causing much trouble.  However, every evening from 5:00p.m. until after midnight I am getting 5-15% packet loss, tons of out-of-order packets and failed tcp checksums.  It makes the internet basically unusable.  Any interactive site using HTTPS does not work, (think shopping or banking), even regular HTTP sites are having problems.  Ironically, there is no way to file a support issue while this is happening.

 

-------------

I know this is a problem between the ONT and the network, the question is how do I get this fixed without spending 8 hours on the phone with a tier 1 support person who will make me install a bunch of random hardware and make me unplug everything and reset my router, etc.

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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,721
Registered: ‎12-02-2012

Re: Severe packet loss Northern VA

Message 2 of 7
(733 Views)

Just so you know, you're talking to other customers here.  If you want to report an issue to Verizon, you need to call or chat with them.

 

Good Luck.

 

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Re: Severe packet loss Northern VA

Message 3 of 7
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Yeah I figured maybe someone had some tips on getting through the tech support hoops without a lot of hassle.  Also I wanted other users to be able to google the keywords it if they have similar issues.

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Re: Severe packet loss Northern VA

Message 4 of 7
(643 Views)

The latest on this is that they sent me an outage notification the other day, and now my download speed is 80+, but upload less  than 1.

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Re: Severe packet loss Northern VA

Message 5 of 7
(641 Views)

 

 

 

 

Adding a speedtest during the day when things work "best"

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Re: Severe packet loss Northern VA

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Early evening the following day:

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Copper Contributor
Copper Contributor
Posts: 11
Registered: ‎11-26-2014

Re: Severe packet loss Northern VA

Message 7 of 7
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WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . .  Done
checking for firewalls . . . . . . . . . . . . . . . . . . .  Done
running 10s outbound test (client-to-server [C2S]) . . . . . 31.51Mb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 8.79Mb/s

	------  Client System Details  ------
OS data: Name = Windows 7, Architecture = x86, Version = 6.1
Java data: Vendor = Oracle Corporation, Version = 1.8.0_31

	------  Web100 Detailed Analysis  ------
100 Mbps FastEthernet link found.
Link set to Full Duplex mode
Information: throughput is limited by other network traffic.
Good network cable(s) found
Normal duplex operation found.

Web100 reports the Round trip time = 9.41 msec; the Packet size = 1460 Bytes; and 
There were 135 packets retransmitted, 1103 duplicate acks received, and 1182 SACK blocks received
The connection was idle 0 seconds (0%) of the time
S2C throughput test: Packet queuing detected: 72.67%
This connection is sender limited 24.04% of the time.
This connection is network limited 75.01% of the time.

Web100 reports TCP negotiated the optional Performance Settings to: 
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Current Send Buffer 255 Kbyte 
Current Receive Buffer 8 Kbyte 
Display Name = Microsoft Teredo Tunneling Adapter MTU = 1280
Display Name = Realtek PCI GBE Family Controller MTU = 1500
Display Name = Microsoft ISATAP Adapter #5 MTU = 1280

Server 'resfiosspeed1.west.verizon.net' is not behind a firewall. [Connection to the ephemeral port was successful]
Client is probably behind a firewall. [Connection to the ephemeral port failed]
Packet size is preserved End-to-End
Information: Network Middlebox is modifying Window scaling option
Server IP addresses are preserved End-to-End
Information: Network Address Translation (NAT) box is modifying the Client's IP address
	Server says [96.255.192.xxx] but Client says [192.168.1.101]
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