Internet keeps dropping please help(more details inside)

[grouprr]

Ok I've gone through 3 different routers so far a Netgear Nighthawk R7500, A cheap Linksys one from walmart, and now an ASUS RT-AX86U. I have Spectrum for my ISP. We've been to told to return the modem for a new one which we did and the problem continued. I'm at my wits end as this has been going on for almost 2 months. In games on an ethernet connection I will disconnect from servers, Valorant intermittent "network problem" but no packet loss, CSGO I will freeze and get the you will be disconnected message. Discord I've seen my ping jump to 5000 and I will lose connection, on Zoom the video and audio freezes and gives the message "your connection is unstable". On phones and other mobiles, apps will not load such as instagram as if I had lost internet completely. This happens on all devices whether ethernet or wifi on both bands the 2.4 and 5Ghz. The speed is always fine for upload and download(still fast) it will just cut out every few minutes or sometimes 30 seconds. 

Here is a log from my router idk if that helps https://pastebin.com/J69EwXS8. We've had a technician out to check their equipment and he told us everything was working fine but I don't think they did a good enough check. I think the problems started after a storm so I wonder if it's an issue with the coaxial cables that are running to the house but I'm not sure. Any responses are greatly appreciated. Thank you.

[Radium_Angel]

2 minutes ago, grouprr said:

Ok I've gone through 3 different routers so far a Netgear Nighthawk R7500, A cheap Linksys one from walmart, and now an ASUS RT-AX86U. I have Spectrum for my ISP. We've been to told to return the modem for a new one which we did and the problem continued. I'm at my wits end as this has been going on for almost 2 months. In games on an ethernet connection I will disconnect from servers, Valorant intermittent "network problem" but no packet loss, CSGO I will freeze and get the you will be disconnected message. This happens on all devices whether ethernet or wifi on both bands the 2.4 and 5Ghz. The speed is always fine for upload and download(still fast) it will just cut out every few minutes or sometimes 30 seconds. 

Here is a log from my router idk if that helps https://pastebin.com/J69EwXS8. We've had a technician out to check their equipment and he told us everything was working fine but I don't think they did a good enough check. I think the problems started after a storm so I wonder if it's an issue with the coaxial cables that are running to the house but I'm not sure. Any responses are greatly appreciated. Thank you.

How did you test for packet loss?

I bet the issue is at the house connections. Most tech will check their junction box and say "all's fine here!" when in fact the "last mile" (so to speak) connection to your house is borked.

[grouprr]

25 minutes ago, Radium_Angel said:

How did you test for packet loss?

I bet the issue is at the house connections. Most tech will check their junction box and say "all's fine here!" when in fact the "last mile" (so to speak) connection to your house is borked.

It wasnt not very comprehensive or thorough. I just watched the net stats for valorant in the options when my internet dropped. Throughout the drop it stayed at 0% packet loss. I can run a different test in a bit if you have any suggestions.

[Radium_Angel]

2 minutes ago, grouprr said:

It wasnt not very comprehensive or thorough. I just watched the net stats for valorant in the options when my internet dropped. Throughout the drop it stayed at 0% packet loss. I can run a different test in a bit if you have any suggestions.

Yes, two ways:

 

Quick and dirty:

https://packetlosstest.com/

 

More comprehesive:

https://www.pingplotter.com/ (this requires some brainpower to use, but can really nail down where things are falling apart)

https://www.pingplotter.com/wisdom/article/beat-game-lag.html

 

Also, ISPs (or at least mine does) take results from Pingplotter seriously, so if you encounter issues, you can use printouts from this to show them the issue is on their end.

[grouprr]

49 minutes ago, Radium_Angel said:

Yes, two ways:

 

Quick and dirty:

https://packetlosstest.com/

 

More comprehesive:

https://www.pingplotter.com/ (this requires some brainpower to use, but can really nail down where things are falling apart)

https://www.pingplotter.com/wisdom/article/beat-game-lag.html

 

Also, ISPs (or at least mine does) take results from Pingplotter seriously, so if you encounter issues, you can use printouts from this to show them the issue is on their end.

Hey man update, first of all thank you for helping me with this. I ran the ping plotter for an ip to csgo ffa server and finally got it to dc me. I'll keep running this to make sure but this is the first thing I caught where the packet loss goes 100%. The quick and dirty as I suspected wouldn't show me anything because it's test time is so short. I CAUGHT IT! hahaha

[grouprr]

I'll do a broad check as well on all different ip's to see if they drop at the same time.

[Radium_Angel]

1 minute ago, grouprr said:

I CAUGHT IT! hahaha

Good, you'll need a few captures to various places to use as evidence against your ISP.

 

[grouprr]

7 minutes ago, Radium_Angel said:

Good, you'll need a few captures to various places to use as evidence against your ISP.

 

Thanks again man I'll keep this updated as I go. You've been a big help.

[grouprr]

On 1/21/2021 at 2:19 PM, Radium_Angel said:

Good, you'll need a few captures to various places to use as evidence against your ISP.

 

Hey man its been a few days, Spectrum sent out a technician who said that again said everything was working fine on their end which still doesn't explain the ping plotter. The guy basically gave me some bs answer like we can't consider traceroute results because gaming has too many variables which I understand but I checked multiple servers. Then I said it was happening on other devices and on discord as well. He then told me that maybe check with those services because they might be down. Today I did an IP search on that one that kept giving the most latency and I'll attach it here. I don't know what to do. For my address Spectrum is the fastest that we can get at 400mbps. The only other option would be AT&T which we switched from with a max speed of 25mbps. This is still the highest and only option offered from them. I'm so lost man.

[Radium_Angel]

22 minutes ago, grouprr said:

Today I did an IP search on that one that kept giving the most latency and I'll attach it here.

Seems you are not the only one

https://www.reddit.com/r/Spectrum/comments/gmyg7p/bad_node_causing_loss_and_ping_spikes/

https://www.fantasygrounds.com/forums/showthread.php?47051-Fantasy-Grounds-Connections-Explained/page50

https://www.reddit.com/user/GangstaSandwich/comments/

 

Unfortunately, there is nothing you can do, that particular node is overloaded and out of your hands.

As to within your house, your ISP is going to look at their internet to their junction box. They may run a simple ping to your house from their junction, but that's it.

Beyond this, you're going to have to hire outside professionals (network IT folk) to re-do the wiring outside your house and possibly inside and even then, it may not make a difference.

[grouprr]

2 hours ago, Radium_Angel said:

Seems you are not the only one

https://www.reddit.com/r/Spectrum/comments/gmyg7p/bad_node_causing_loss_and_ping_spikes/

https://www.fantasygrounds.com/forums/showthread.php?47051-Fantasy-Grounds-Connections-Explained/page50

https://www.reddit.com/user/GangstaSandwich/comments/

 

Unfortunately, there is nothing you can do, that particular node is overloaded and out of your hands.

As to within your house, your ISP is going to look at their internet to their junction box. They may run a simple ping to your house from their junction, but that's it.

Beyond this, you're going to have to hire outside professionals (network IT folk) to re-do the wiring outside your house and possibly inside and even then, it may not make a difference.

Thanks man. I'm not sure what we're going to do but I appreciate everything you've done to help. 

[Radium_Angel]

4 minutes ago, grouprr said:

Thanks man. I'm not sure what we're going to do but I appreciate everything you've done to help. 

You are welcome, here with you to the bitter (or happy) end.

If you can access it, and are feeling brave enough, I'd look at where the wires from outside, connect with your house, and start replacing connections there, or if you are really feeling brave, connect your router to it, and see if you still get the same issues. If you do, then it's still on them (or that one network hop in Texas) if you don't, then the issue is the inside wiring somewhere in your house, and that's a whole new can of worms.