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Richard
Richard, Network Specialist
Category: Networking
Satisfied Customers: 34669
Experience:  20 years consulting in the IT industry with Networking
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My current ISP believes they're correct in every regard to

Customer Question

Hi guys,
My current ISP believes they're correct in every regard to an issue which only started just over two weeks ago, I'm not a network technician myself and nor was the self-proclaimed tech support person whom works for the ISP, but he remained adamant that it's not their fault.
So... since switching to them my connection has being pretty consistent averaging about 12.5Mbps on ADSL2+ without any issues, as I mentioned up until just over two weeks ago things have changed drastically to the point where I know when my downstream connection will drop but my line speed remains the same which suggests congestion is not the cause of the problem.
My investigation has shown that a lot of packet loss occurs only during the times of 6:30pm until around 11-11:30pm but doesn't occur before and after these times. My ISP claims they aren't to blame but the evidence states otherwise, am I going crazy or am I right in saying they are doing something to restrict the amount of downstream data to their customers by creating a virtual bottleneck?
I'm pretty much over them acting like experts even though their call centre resides in the Philippines.
Thanks,
Chris
Submitted: 1 year ago.
Category: Networking
Expert:  Richard replied 1 year ago.

Hi there Chris and welcome

The only way to really know is to eliminate all causes, though from what you describe, it appears to be congestion.

Whats the make and model of your internet router?

Customer: replied 1 year ago.
Hi Richard,It's the ASUS DSL-AC68U, the issues occurs at the exact same time (6:30pm) every single night which is far too consistent to be congestion as my prior experience with other ISP's shows random patterns and times when the congestion appears not to mention my line speed doesn't change, only the amount of downstream data coming in changes along with the amount of packet loss.I also have a second internet connection in the house which doesn't have any issues during the times in which the one in question does.Cheers,
Chris
Expert:  Richard replied 1 year ago.

Power off the router and leave it for 10 minutes,

Then power it on so it restarts then check if you still get the issue.

Customer: replied 1 year ago.
I've already done all that, I'm a web developer by trade so I know all the steps to diagnose the connection to which I've found no evidence that I'm at fault. During the past two weeks, I've gathered a vast amount of evidence such as the below tests.Saturday 5, 2015 - MorningSource to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Chris-PC [192.168.1.2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
0/ 100 = 0% |
2 40ms 1/ 100 = 1% 1/ 100 = 1% 203.23.237.2
0/ 100 = 0% |
3 57ms 1/ 100 = 1% 1/ 100 = 1% vl104.core01.syd.spintel.net.au [203.23.236.53]
0/ 100 = 0% |
4 46ms 1/ 100 = 1% 1/ 100 = 1% 72.14.211.170
0/ 100 = 0% |
5 53ms 0/ 100 = 0% 0/ 100 = 0% 209.85.142.120
1/ 100 = 1% |
6 --- 100/ 100 =100% 99/ 100 = 99% 216.239.46.151
0/ 100 = 0% |
7 41ms 1/ 100 = 1% 0/ 100 = 0% syd09s01-in-f142.1e100.net [216.58.220.142]Saturday 5, 2015 - MiddaySource to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Chris-PC [192.168.1.2]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
0/ 100 = 0% |
2 34ms 0/ 100 = 0% 0/ 100 = 0% 203.23.237.2
0/ 100 = 0% |
3 50ms 0/ 100 = 0% 0/ 100 = 0% vl104.core01.syd.spintel.net.au [203.23.236.53]
0/ 100 = 0% |
4 35ms 0/ 100 = 0% 0/ 100 = 0% 72.14.211.170
0/ 100 = 0% |
5 36ms 0/ 100 = 0% 0/ 100 = 0% 209.85.242.124
0/ 100 = 0% |
6 --- 100/ 100 =100% 100/ 100 =100% 209.85.142.11
0/ 100 = 0% |
7 34ms 0/ 100 = 0% 0/ 100 = 0% syd10s01-in-f14.1e100.net [216.58.220.110]Saturday 5, 2015 - Evening (6:30pm)Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Chris-PC [192.168.1.2]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
2/ 100 = 2% |
2 34ms 5/ 100 = 5% 3/ 100 = 3% 203.23.237.2
0/ 100 = 0% |
3 48ms 4/ 100 = 4% 2/ 100 = 2% vl104.core01.syd.spintel.net.au [203.23.236.53]
0/ 100 = 0% |
4 35ms 4/ 100 = 4% 2/ 100 = 2% 72.14.211.170
0/ 100 = 0% |
5 36ms 2/ 100 = 2% 0/ 100 = 0% 209.85.142.120
0/ 100 = 0% |
6 --- 100/ 100 =100% 98/ 100 = 98% 216.239.46.151
0/ 100 = 0% |
7 34ms 2/ 100 = 2% 0/ 100 = 0% syd09s01-in-f142.1e100.net [216.58.220.142]These results have being 100% consistent each day I've run them, I don't know what other tests to run since I'm not a professional in network debugging but everything I've compiled so far shows a clear fault/issue in my ISP's network.
Expert:  Richard replied 1 year ago.

I am going to opt out of working with you Chris as I feel your better suited for another expert.

You do not need to do anything, you will be contacted when a new expert takes over your case.

Thanks

Richard

Customer: replied 1 year ago.
Almost 24 hours later and no response? I'm pretty sure I asked a simple question, feels like I'm being ignored on purpose.