Bear with me here, this is a little long.
I'm having an issue with my FIOS Internet that no one (including Tier II techs) seems to be able to resolve. The problem: when using my Sonos sound system, or playing XBox live games or streaming audio/video, I'm having dropouts/connectivity issues (regular web surfing, etc. is totally fine). After weeks of trying to figure out what was going on (since my upload/download speeds are fine; I have the 35/35 package), I ran a simple ping test. I tried pinging google.com, and had it do so 100 times. Almost half of the time I got a "request timed out" error, also known as packet loss (or so I'm told!). I get the same result when pinging other websites, so it's not just a google thing.
We changed out the router. No difference. We changed out the ONT itself. No difference. We plugged the computer directly into the router to see if that made a difference. Nothing. We rewired the ONT, etc. No change.
Verizon hopped on to my computer and saw what I saw. They agreed that the packet loss was significant and that this would "interfere with audio/video streaming." The Tier II guys tested my line and claim that it's fine. They ran a tracert exercise and claim that the packet loss is occurring OUTSIDE of the Verizon system (basically, they say that my connection is fine at my home, and between my home and Verizon, but that once it gets beyond the Verizon network that's where the breakdown is happening and that "there's nothing they can do").
Has anyone else had this issue? Thanks in advance for any advice...it's very, very frustrating.
Try running WINMTR, which is a combination of TRACERT and PING.
WINMTR wil repeatedly plng each node in a tracert and report latency and packet loss to each node.
It's a good tool to isolate where packet loss is occurring.
Please post back with the output.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Wireless_Broadband_Router.home - 3 | 105 | 102 | 0 | 2 | 150 | 1 |
| L100.WASHDC-VFTTP-131.verizon-gni.net - 54 | 224 | 105 | 0 | 9 | 39 | 8 |
| 30.81.146.174 - 55 | 233 | 105 | 0 | 12 | 110 | 7 |
| so-7-1-0-0.RES-BB-RTR2.verizon-gni.net - 55 | 231 | 105 | 0 | 14 | 105 | 9 |
| 0.xe-3-0-3.XL4.IAD8.ALTER.NET - 56 | 232 | 103 | 0 | 13 | 93 | 8 |
| TenGigE0-7-4-0.GW7.IAD8.ALTER.NET - 55 | 224 | 101 | 0 | 11 | 29 | 11 |
| google-gw.customer.alter.net - 76 | 170 | 41 | 0 | 83 | 93 | 83 |
| 72.14.238.214 - 77 | 174 | 41 | 0 | 21 | 101 | 20 |
| 72.14.238.253 - 68 | 192 | 63 | 0 | 10 | 26 | 9 |
| 74.125.228.105 - 76 | 175 | 43 | 0 | 11 | 29 | 12 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
That shows you're getting 54% packet loss between your router and VZ's edge router (L100.WASHDC-VFTTP-131.verizon-gni.net).
That is clearly a VZ problem. There is packet loss opccurring past the edge router, but it's pointless to worry about packet loss past the edge router until you get the packet loss between you and the edge router fixed.
p.s. Next time you post output like that, use a fixed font like courier.
Sorry, next time I'll do that.
Thanks for this. I will relay your message on to the individual I've been dealing with; but of course I'm not convinced it will help. What, if I might ask, is the "fix" for this on VZ's end?
Thanks again for your help, this has been an extremely frustrating situation.
This could be caused by a number of things.
Checking for dirty connections is easy. Getting VZ to replace the OLT is like pulling teeth bcause a single OLT serves many customers. However if it is the OLT, other customers sharing the OLT would be experiencing similar problems.
Thanks, I'll bring it up with them. The problem is that unless others around here are doing a lot more than just standard web browsing, etc., then I'm sure they're not aware of packet loss issues. But, again, thanks. This has been really helpful and hopefully this will get me somewhere with them.
One final question: they said that they had spent 24 hours "running tests" on my line (from my ONT to the Verizon servers) and said that they found it to be "clean." So...why wouldn't this packet loss show up on their tests? Or is their "test" something different that wouldn't pick up on what I'm finding? Thanks.
Can anyone interpet this? This is different than the one I posted above, and the numbers keep getting slightly better...
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Wireless_Broadband_Router.home - 36 | 749 | 485 | 0 | 3 | 154 | 1 |
| L100.WASHDC-VFTTP-131.verizon-gni.net - 34 | 754 | 499 | 0 | 16 | 873 | 33 |
| 30.81.146.174 - 34 | 751 | 499 | 0 | 15 | 513 | 9 |
| so-14-0-0-0.RES-BB-RTR2.verizon-gni.net - 35 | 766 | 504 | 0 | 20 | 960 | 10 |
| 0.so-2-0-3.XL4.IAD8.ALTER.NET - 36 | 757 | 490 | 0 | 18 | 963 | 8 |
| TenGigE0-7-4-0.GW7.IAD8.ALTER.NET - 35 | 751 | 490 | 0 | 17 | 935 | 10 |
| google-gw.customer.alter.net - 54 | 599 | 279 | 0 | 56 | 1059 | 72 |
| 72.14.238.214 - 51 | 612 | 304 | 0 | 23 | 1051 | 8 |
| 72.14.238.175 - 55 | 570 | 260 | 0 | 13 | 220 | 9 |
| 74.125.228.33 - 54 | 582 | 270 | 0 | 16 | 1050 | 10 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Here's another one...
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Wireless_Broadband_Router.home - 2 | 289 | 285 | 0 | 2 | 142 | 1 |
| L100.WASHDC-VFTTP-131.verizon-gni.net - 27 | 409 | 300 | 0 | 10 | 195 | 70 |
| G0-12-3-2.WASHDC-LCR-21.verizon-gni.net - 26 | 402 | 300 | 0 | 12 | 192 | 83 |
|so-12-1-0-0.LCC2-RES-BB-RTR1-RE1.verizon-gni.net - 29 | 422 | 300 | 0 | 17 | 200 | 10 |
| 0.so-2-0-2.XL3.IAD8.ALTER.NET - 29 | 417 | 300 | 0 | 15 | 195 | 10 |
| TenGigE0-4-0-1.GW7.IAD8.ALTER.NET - 28 | 413 | 300 | 0 | 12 | 197 | 11 |
| google-gw.customer.alter.net - 35 | 326 | 215 | 0 | 64 | 242 | 73 |
| 72.14.238.214 - 35 | 323 | 210 | 0 | 20 | 185 | 10 |
| 72.14.238.253 - 44 | 291 | 165 | 0 | 10 | 18 | 11 |
| 74.125.228.96 - 36 | 343 | 220 | 0 | 12 | 175 | 10 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
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