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Registered: ‎03-06-2019

Traceroute only making 2 Hops, incorrect ping data

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For some reason I haven't been able to perform tracerts. I call customer support, and the first representative didn't understand what that was, so she transcribed my issue to helpdesk and they didn't quite understand the issue. I sent over screenshots and they're like "you're pinging at 1ms, thats very good, i dont see the issue." Very concerning response considering none of the examples I sent them had more than 2 hops. 

 

Regardless, I'd love to know how to fix this issue. I've talked to support twice. 

 

Additionally, there is a problematic node in Philadelphia that needs to be looked at ASAP. Is there a single person I can contact regarding more complex issues unrelated to my home?

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