trouble connecting to the internet

I've been getting a whole lot of packet loss in the past 2 weeks. On August 29th, my internet went down completely for an hour and then when it came back I've been having this problem. It's driving me crazy and I'm considering switching ISPs over it.

Anyway...

ping -t google.com

Code:

Reply from 24.15.248.1: bytes=32 time=45ms TTL=50
Reply from 24.15.248.1: bytes=32 time=60ms TTL=50
Reply from 24.15.248.1: bytes=32 time=44ms TTL=50
Request timed out.
Request timed out.
Reply from 24.15.248.1: bytes=32 time=46ms TTL=50
Reply from 24.15.248.1: bytes=32 time=46ms TTL=50
Reply from 24.15.248.1: bytes=32 time=49ms TTL=50
Reply from 24.15.248.1: bytes=32 time=45ms TTL=50
Request timed out.
Reply from 24.15.248.1: bytes=32 time=50ms TTL=50
Reply from 24.15.248.1: bytes=32 time=46ms TTL=50
Reply from 24.15.248.1: bytes=32 time=56ms TTL=50

Ping statistics for 24.15.248.1:
    Packets: Sent = 2407, Received = 1811, Lost = 596 (24% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 2405ms, Average = 56ms

tracert google.com

Code:

Tracing route to google.com [74.125.228.41]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     *        *        9 ms  10.38.0.1
  3     9 ms     *        7 ms  ten-0-2-0-2.nycmnyf-rtr1.nyc.rr.com [24.29.98.98
]
  4    38 ms    27 ms    11 ms  bun106.nyquny91-rtr001.nyc.rr.com [184.152.112.9
9]
  5    14 ms     *       25 ms  107.14.19.22
  6    11 ms    23 ms    44 ms  107.14.17.169
  7     *       74 ms   123 ms  66.109.9.118
  8    14 ms    16 ms    14 ms  209.85.255.68
  9     9 ms     *        *     72.14.236.208
 10    29 ms     *       22 ms  72.14.239.93
 11     *        *       22 ms  72.14.236.147
 12    55 ms     *       22 ms  72.14.238.175
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18    16 ms     *        *     iad23s06-in-f9.1e100.net [74.125.228.41]
 19    51 ms    15 ms     *     iad23s06-in-f9.1e100.net [74.125.228.41]
 20    14 ms     *        *     iad23s06-in-f9.1e100.net [74.125.228.41]
 21    16 ms    15 ms    41 ms  iad23s06-in-f9.1e100.net [74.125.228.41]

Ok, so ISPs tech guy came today and switched a coax cable out. But that didn't seem to fix the problem, since I still have it. I really thought they would have used one those network/coax cable testers to figure out where the problem is. But they didn't. It's almost like they just guessed what the problem is.

I have a decent understanding of network (I think) but I don't really know just how the modem connects to my ISPs switch/gateway. I'm assuming the problem is that the switch on their end isn't configured correctly or some connection got knocked out by construction or something. But then wouldn't they know that? Don't ISPs monitor their network? Am I correct in assuming that someone at my ISP is not doing their job? I've managed very small networks before and I knew exactly when and where something went wrong and fixed it as soon as I was able. IMO, a month is too long for any network to be down no matter how large.



Also, I'm wondering, the only other choice I can find is Verizon DSL at 3 mbps and 768k up. I'm wondering if that's going to be enough for online gaming? I don't do a whole lot of downloading of huge files, so bandwidth isn't so much an issue otherwise. I'm used to 10 down 2 up or so.

 

You didn't mention the name of your ISP, but I'm guessing it's a cable company.

First, call your ISP's tech support phone number and ask them to do remote diagnostics on your modem. If the modem itself or any of the wiring leading to it is bad, this should show up in these tests. If the person at the other end seems clueless, keep asking to speak to "level two tech support" until you are transferred.

If they detect a problem, you'll likely have to replace the modem. If the replacement modern doesn't work, call the ISP and demand a senior tech be sent out to diagnose and fix the problem (I had to do this with Comcast about two years ago - the first "tech" didn't know his a-- from a hole in the ground).

If they claim there is no problem, disconnect any routers/switches/access points that are past the modem and try a direct wired Ethernet connection to the modem. If this solves the issue, one of the other devices is likely to blame.

Hope this helps.

 

Sorry, I only realized after I had posted that I failed to mention that I'm on Time Warner Cable. I couldn't edit or reply because of packet loss.

Thanks a bunch for the input.

 

It turns out I was right in the first place. I called tech support today and there actual is "outages in my area" and they're finally getting on it. At least next time this happens I'll be better equipped to tell them what's wrong with their own network...lol...

Thanks again.