Question Help with long running packet loss issue.

[RizlaUK]

Hi,

I have a very annoying problem that has been going on for some time. I'm hoping to finally nail it down once and for all. I have a intermittent fault with packet loss. Once it occurs, i can't browse web pages, play online games or use VOIP services. Then after sometimes a day of trying to fix the problem, i decide to give up - go back to the PC and it's gone for sometimes up to 2-3 months - but it always comes back. Currently, it hasn't gone away and i seem to be stuck with it. The problem is present when changing the ethernet cable to the onboard ethernet port, or the extra pci-e card i installed in an attempted fix. I can ping the router fine but pinging www.google.com for example, returns results with packet loss.

Here is a list of things that i have done or replaced in an attempt to fix it;

1. Replaced router (3 times, 2 third party followed by the ISP's recommended one).
2. Replaced all ethernet cables
3. Installed a PCI-e ethernet card
4. Reformatted Windows many times
5. Tried different drivers
6. Changed ISP (from copper broadband to fibre optic)

So i was hoping somebody could shed some light on this and maybe guide me a little.

Here are my specs;
Computer: ASUS All Series
CPU: Intel Core i7-4790K (Haswell-DT Refresh, C0)
4000 MHz (40.00x100.0) @ 1000 MHz (10.00x100.0)
Motherboard: ASUS MAXIMUS VII GENE
BIOS: 3003, 10/28/2015
Chipset: Intel Z97
Memory: 16384 MBytes @ 800 MHz, 11-11-11-28
- 8192 MB PC19200 DDR3 SDRAM - Kingston KHX2400C11D3/8GX
- 8192 MB PC19200 DDR3 SDRAM - Kingston KHX2400C11D3/8GX
Graphics: ASUS STRIX GTX 980 DirectCU II OC
NVIDIA GeForce GTX 980, 4096 MB GDDR5 SDRAM
Graphics: ASUS STRIX GTX 980 DirectCU II OC
NVIDIA GeForce GTX 980, 4096 MB GDDR5 SDRAM
Drive: Samsung SSD 850 EVO 500GB, 488.4 GB, Serial ATA 6Gb/s @ 6Gb/s
Drive: ST3000DM001-1ER166, 2930.3 GB, Serial ATA 6Gb/s @ 6Gb/s
Drive: PIONEER BD-ROM BDC-207D, BD-ROM
Sound: Intel 9-series Chipset - High Definition Audio Controller [A0]
Sound: NVIDIA GM204 - High Definition Audio Controller
Sound: NVIDIA GM204 - High Definition Audio Controller
Network: RealTek Semiconductor RTL8168/8111 PCI-E Gigabit Ethernet NIC
OS: Microsoft Windows 10 Home (x64) Build 17134.619 (1803/RS4)

 

[bill001g]

I would first try to uninstall that gamer network software that was bundled with the motherboard. These cause all kinds of issues.

Since you say you have no ping issue to the router this generally means there is no problems with the PC or the router.

You now need to run tracert and find the node that is causing the issue.

The most common point is going to be hop 2 in the trace. This is the first router in your ISP network. You want to run pings to your router, this hop 2 ip, and the final ip. You want to show the ISP that you get no loss to your router but you see loss to their router and the final node. This would mean there is a issue with the connection coming to your house

 

[RizlaUK]

I would first try to uninstall that gamer network software that was bundled with the motherboard. These cause all kinds of issues.

That hasn't been installed since i done my fresh install of Windows a few days ago. Here is the results from a tracert i carried out;

Tracing route to www.google.com [216.58.206.100]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.0.1
2 * 19 ms * 10.31.216.1
3 * * 26 ms brig-core-2a-xe-1111-0.network.virginmedia.net [80.3.66.85]
4 * * * Request timed out.
5 23 ms 24 ms 22 ms tele-ic-7-ae2-0.network.virginmedia.net [62.253.175.34]
6 * 23 ms 22 ms 74-14-250-212.static.virginm.net [212.250.14.74]
7 24 ms 23 ms 22 ms 108.170.246.161
8 * 25 ms 22 ms 216.239.58.223
9 * 23 ms 23 ms lhr25s14-in-f4.1e100.net [216.58.206.100]

Trace complete.

I'm 99.9% sure it's nothing to do with my ISP as i recently changed to Virgin Fibre from Plusnet (copper broadband) and it's a brand new install; new cable in the street and into my house. I was also having this issue with Plusnet and they sent an engineer and they couldn't find anything wrong. To have the same thing now on a different network, seems to rule the ISP out for me. The only constant in this is my motherboard, it's only thing that hasn't been changed. I'm just hoping that it's not the motherboard and it can be fixed before i have to replace it!