[SOLVED] High ping problem, ISP says there is no problem on their side.

[Antpoostick]

Hello, i've been facing some weird issues regarding ping for the past two days.


My ethernet cable is plugged in my pc so no router and i face some issues with ping in online games and during Discord calls. I did call my IPS and they told me there is nothing wrong on their end and they're getting good ping and latency results.
I also started monitoring my ping using PRTG Network Monitor and there are some spikes that can be seen on the graph.
During multiplayer games such as SMITE, and CS:GO my ping starts at 70 and spikes up to 90-100.
I will attach two charts from PRTG and some errors i got during games and while in Discord calls.

EDIT: Forgot to mention that i am using a PPPoE connection if it helps.

Thanks in advance, have a good one.

Chart 1 :

https://imgur.com/a/if3JvlD

View: https://imgur.com/a/if3JvlD

Chart 2:

https://imgur.com/a/6AEnLAF

View: https://imgur.com/a/6AEnLAF

Discord ping issues:

https://imgur.com/a/Bed1Uiq

View: https://imgur.com/a/Bed1Uiq

Borderlands 3 not detecting my internet connection( a bit obstructed by the Discord overlay, sorry):

https://imgur.com/a/kbLK2DE

View: https://imgur.com/a/kbLK2DE

 

[velocityg4]

Try a different DNS server rather than your default (ISP).

I use Google for my DNS. Which DNS is best will depend on where you live.
Primary 8.8.8.8
Secondary 8.8.4.4

First try changing it for just your PC. If you get good results. Try changing the DNS your router uses so all devices can use it.
Windows 10 instructions: https://www.windowscentral.com/how-change-your-pcs-dns-settings-windows-10

 

[Antpoostick]

Unfortunately it did not work. I do appreciate your input.

 

[Antpoostick]

Hello, i got an update from my ISP.
The support guy told me that there's been frequent disconnects during the day( between 12 and 20 hours a day) and attached some logs. If there is anyone that knows or went throught a similar problem i could use some help because this situation is very confusing.
Thanks in advance.

Here is one part of the logs.

https://imgur.com/a/mWDxJfJ

View: https://imgur.com/a/mWDxJfJ

 

[velocityg4]

Hello, i got an update from my ISP.
The support guy told me that there's been frequent disconnects during the day( between 12 and 20 hours a day) and attached some logs. If there is anyone that knows or went throught a similar problem i could use some help because this situation is very confusing.
Thanks in advance.

Here is one part of the logs.

https://imgur.com/a/mWDxJfJ

View: https://imgur.com/a/mWDxJfJ

If you are on DSL. It could mean you are too far away from their system. Not much you can do that I'm aware of. Besides switching ISP.

If you are on Cable. It could mean your modem is getting a weak signal from your ISP. This could be several reasons.

• Too many splits in your cable. Get a powered cable amplifier which is cable modem friendly. Clean up the wiring so your line comes into the splitter. All your TVs get amplified signals. Your cable modem is on a non-amplified line. These work great and are what I used when I got a new house before moving in. Didn't want the headache which occurred in the next problem listed.
• Your cable installer is an idiot. They put the cable modem on a non-friendly amplifier when doing the splitting and amplifying. These splitters weaken the signal and cause frequent disconnects. This happened to me. It took many service visits until I got an installer who knew this would cause a problem.
• The signal for the cable modem is simply too weak. You can try a a fancier signal booster designed for cable modems. Like the Motorola BDA-S1 Broadband Drop Amp.

Satellite
- Weak signal

Anyways this sounds like a problem of your ISP. They should fix it. But it could be a lot of aggravation and take time. Plus arguing about service fees. Although the techs I've dealt with always waved the fees when they've diagnosed the problem as their lines or equipment being faulty.

I don't know if your modem allows you to log directly in via web interface and view logs or not. Also view signal strength and other connection statistics from your ISP. That's where I'd look.

It could be the modem is faulty and needs to be replaced. My experience with frequent disconnects has always ultimately ended up being a service issue further down the line than the modem. ie Line signal or some other equipment issue on their end.