Internet Issues

[cody14w]

Hey, i was wondering if you guys could help me out, I've recently upgraded my internet to high speed with my local provider and and at certain parts of the day or sometimes the whole entire day i will get VERY sluggish internet with 1-20% packet loss, and 150-500ping and 200kb downloads ect, And ive called my provider multiple times telling them about it and trying to get them to come fix it but they keep insisting everything is 100% fine on there end and that i need to check my wireless/router, even though i have already updated and re-configured my router and checked all my computers wired and wireless and still get the same results, i have even tried directly wiring my modem to the computer and still got the sluggish connect so i ruled out it being my router/wireless like they are claiming, but to the point, is there any programs that i can download to log my Ping/Packet Losses and connection info to show and convince them that there IS a problem?

or could this possibly be a faulty modem they gave me even though at times my net will run fine?

Extra Info: My Modem is a Arris Interactive, L.L.C. - TM802G
Cable Internet
My Plan is
1- Year Contract
Download Speed: 50.0 Mb
Upload Speed: 2.0 Mb

 

[RealBeast]

Call them again and tell them that they NEED to come out and test your line, and that you have a direct computer connection to the modem through a gigabit Ethernet port.

You have eliminated your equipment (other than the modem that they gave you) from the potential causes, so they must come out and check their connections and fix the problem. Tell them to bring along an extra modem if they think that the one they gave you might be faulty.

You can do a number of things and record results to demonstrate the issue to the tech when he shows up -- run speedtest.net and pingtest.net and get some baselines, then run them when your connection becomes problematic; take screen shots of the good and bad and print them out.