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Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

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DanRest26
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Posts: 6
Registered: ‎11-16-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 11 of 22
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I am in Nutley and I am experiencing this problem as well. VERY annoying when you are trying to play on xbox live!

stubbie
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Posts: 7
Registered: ‎11-14-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 12 of 22
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DanRest, try again. I believe the problem is fixed. I haven't dropped from Starcraft once tonight!

 

~David

 

DanRest26
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Posts: 6
Registered: ‎11-16-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 13 of 22
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Yeah! I didn't drop out once last night...but they sent me a new router...so i guess it wasnt my router's power fluctuating...it was them i guess since it happened to you too right? Question is do i still install the new router?

stubbie
Copper Contributor
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Posts: 7
Registered: ‎11-14-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 14 of 22
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The problem was a bad PON card in the Verizon infrastructure that they replaced. This affected up to 36 people. Putting in a new router won't make a difference. Either way you're good. If you can keep both then IMHO keep using the old one, and then use the new one as a backup in case anything ever happens to the original.

 

~David

 

eljefe
Gold Contributor IV
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Posts: 1,217
Registered: ‎12-14-2009

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 15 of 22
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In all likelihood if he keeps the old one a few months from now he'll find a $99 charge on his account.

 

I'm assuming a return shipping-paid label came with the replacement router.  The old router, or the new one, should  be sent back to avoid being charged for the replacement.

DanRest26
Copper Contributor
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Posts: 6
Registered: ‎11-16-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 16 of 22
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Haha yeah good thinking there. I'll just send back the new one...if it aint broke..dont fix it right!

lasagna
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Posts: 2,002
Registered: ‎05-27-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 17 of 22
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... unless the "new" router is a newer model in which case I'd keep the new model.

tempusrob
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Posts: 1
Registered: ‎11-22-2010

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 18 of 22
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I'm in Rutherford and seeing a similar issue.  Every evening between 7-11PM the ping to the 3rd hop jumps from it's normal 5ms to 100ms+ ... two techs have acknowledged that it was "too high" but Phone Support said it was my computer (totally untrue) and the 2nd tech said I'd have to call when it was happening.  Just finished a chat session and apparently up to 150ms is "acceptable" at the 3rd hop. I could see spikes being acceptable, but sustained latency that high? It's not acceptable when I can't use my internet connection properly.  May as well make my xbox a doorstop, ya know?  So frustrating. 😞

 

C:\Users\Rob>tracert google.com

Tracing route to google.com [173.194.35.104]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2     4 ms     4 ms     4 ms  L100.NWRKNJ-VFTTP-134.verizon-gni.net [173.70.26.1]
  3    99 ms    91 ms    95 ms  G14-0-4-1534.NWRKNJ-LCR-05.verizon-gni.net [130.81.60.76]
  4   107 ms   111 ms   112 ms  so-6-2-0-0.NWRK-BB-RTR1.verizon-gni.net [130.81.28.148]
  5    85 ms    91 ms    96 ms  0.so-7-1-0.XL3.EWR6.ALTER.NET [152.63.17.141]
  6   106 ms   179 ms   107 ms  0.xe-6-1-0.XL3.NYC4.ALTER.NET [152.63.3.105]
  7   118 ms   104 ms   103 ms  TenGigE0-4-2-0.GW8.NYC5.ALTER.NET [152.63.16.73]
  8    95 ms   130 ms    92 ms  google-gw.customer.alter.net [152.179.72.62]
  9   103 ms   101 ms   100 ms  216.239.43.114
 10   105 ms   104 ms   101 ms  216.239.48.92
 11    80 ms    83 ms    93 ms  lga15s16-in-f104.1e100.net [173.194.35.104]

prisaz
Platinum Contributor III
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Posts: 6,820
Registered: ‎08-23-2008

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 19 of 22
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Yea seems like a bottle necks on Alter.net routers slowing traffic from Verizon. alter.net is Verizon Business, which I believe used to be MCI. Yes Verizon's routers should be able to find a better route. But perhaps it is this hop #4 slowing down to decide. looks like a little adjustment needs to be made by the NOC in NYC. That is a little beyond typical support. I guess if enough people in your area complain then it will get resolved. Good luck.

 

4   107 ms   111 ms   112 ms  so-6-2-0-0.NWRK-BB-RTR1.verizon-gni.net [130.81.28.148]
  5    85 ms    91 ms    96 ms  0.so-7-1-0.XL3.EWR6.ALTER.NET [152.63.17.141]

Verizonstrashch
Contributor
Contributor
Posts: 1
Registered: ‎09-24-2020

Re: Verizon FIOS Intermittent Packet Loss Problem - How to Convince Verizon Support it's NOT ME

Message 20 of 22
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The problems verizons a cellphone company and there only knowledge for internet is getting 5g on their cell phone

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