Randomly Dropping Traffic - Bad Tech Support - Should I Switch ISP?

Summary
I replaced the Verizon router with a Cisco router that support being an IPSec VPN Tunnel end-point. I switched from the coax to the Ethernet port on the ONT as the router doesn't have a coax port. Next I configured the IPSec Tunnel on the router, and I was a happy camper because I now have access to the company LAN.
[Fast forward a week.]
Phone calls started sounding choppy so I investigated. It now seems like there is a ~15% packet loss for VPN traffic. How did that happen? I spent 2 full days triaging the issue ... I'll spare the details ... and I narrowed down the packet drops to somewhere between the local Verizon ONT and the remote site modem.
As a test, I temporarily switch my Internet connection to my handy iPhone 4 hotspot (thanks AT&T  )
To my surprise ... no packet loss. So that narrows it down to the ONT and the Verizon network. So I contacted tech support and wasted almost an hour with someone who was absolutely no help. To top it off, he tried to sell me on some Expert Care package -- apparently he himself is neither an expert nor does he care -- for me to get my service issues resolved.
Now the question for me is, should I continue struggling with this subpar support service, or should I switch to another more helpful ISP?
Solved!
Go to Solution.

Physical Connections:
PC----[Router A]--(Ethernet Port)[ONT]===={{{{Verizon Cloud}}}}==={{{{Time Warner Cloud}}}}====[Modem]----[Router B]
The central VPN point is Router B.
Router A is a remote VPN client. Alternatively, if VPN is disabled on the router, the PC behind Router A can also connect with a software VPN client.
No.
The configuration is fine.
The IPSec tunnel gets established.
The VPN has worked fine for two weeks.
Starting yesterday, random IPSec encapsulated packets from Router A to Router B are getting dropped.
~30% packet loss.
This happens with either the PC or Router A as VPN client.
(Please note that Router A is not the Verizon supplied Router.)
Also, pings from Router A to Router B outside the VPN tunnel have 100% success rate.
I narrowed down the packet drop to somewhere from the ONT to maybe the Verizon clould (packet filtering or inspection?).
Can you reload the ONT?
Thanks.
Will do.
Done.
There only is a 3rd party router.
There is no Verizon supplied router.
PC----[Cisco UC520 Router]====[ONT]

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    I really need some advice.  Should I stay or should I go?  And, if I stay - what is the best way for me to explain this to tech support so they will do the right thing and fix this?  And, what is "this" anyway?  Bad box, bad wiring?  
    Any help would be greatly appreciated.

    Replied to private message with all information including name, address, phone number and account number.  Thank you.

  • Is there any tech support for Neo4 products?

        One of the reasons I'm watching this forum is to see what kinds of problems I might end up with my Neo4 Platinum since I found out that MSI support of their products kinda sucks (not to say any other any other OEM is any better) This system I just built started out with a MSI X800 Pro PCIe (thought I wouldn't have any compatability problems since both were MSI products) that ended up being sent back because of a bad GPU. It did install ok but had garbage on the boot screen and wouldn't run any 3d programs. I tried to update the Bios on it and liveupdate wouldn't recognize it for bios update or driver updates. When I called tech support on it I was informed that none of the MSI X800 Pro PCIe cards are recognized as MSI products. I also asked why liveupdate does not show any driver updates for the motherboard drivers (I also have a KT6V that shows all the MB driver updates even when they have been updated) and I was informed that none of the new motherboards will show driver updates if they are current on the board. Problem is that my realtek drivers are updated and they still show up on liveupdate.
         I also have a hard time buying the statements made on this board that the forums are not part of MSI support. The Forums are not shown as an outside link but are listed under Service for MSI products and if you go to the Sevice page under the discription for the Forums it states that "You can also post a message there to get help." and yes I did read the forum rules where it states that "There is no MSI support to be found here. The moderators are not paid by MSI and do not work for MSI, we are users just like you." If everyone posting on these forums are just users helping each other, then wouldn't it be better just to state that the boards with SB are not compliant with the 24 pin connectors and that you need a PSU that is backward compatible to 20 pin specs?
         This "rant" of mine is not meant to be a bashing of MSI products since I haven't found many other OEMs that are any better in their support but is intended to help present and future users of MSI products and since I hope I'm using this forum as is intended by the "rules" can anyone who has a K8N Neo4 Platinum let me know if they are having a problem or know of a problem with the AMD 3500+ (winchester) voltage never reaching 1.4 volts on this mb? If the manuals for the mb and my psu are correct I have a dedicated 12 volt rail for the cpu with 15A. The cpu voltage stays around 1.37 on CoreCenter and 3 other programs that monitor cpu voltage even when running Prime95 with 100% cpu usage.

    The default for CPU Voltage is By CPU VID default for Adjust CPU VID is Startup which should be 1.4 volt. Since Cool'n'Quiet requires a driver to run and I also show low CPU VID in cmos it should be 1.4v but I tried with Cool'n'Quiet disabled and also tried setting CPU VID to 1.4 but have never made it to 1.4 I also tried setting it to 1.425 which is the next step and still read under 1.4.

  • Tech support said I was the only one having issues!

    Verizon,
    How can you possibly say no one has complained or had similar issues with this phone when I come to this site to discover that hundreds of people have posted complaints?  I have had major issues with my LG revolution since I have got it and have constantly been told it is a software issue and the next software update will fix it, guess what no software upgrade has ever fixed any issue.  Freezing up, random restarts, never receiving/sending some text messages, claiming it must just be my phone when everyone I know with this phone has issues, short battery life, just to name a few issues and then when I call to say I want a different phone because this phone is not acceptable I receive RUDE CUSTOMER SERVICE.
    As my family has been loyal Verizon customers for many years this is blatantly not acceptable.  These are issues I have never had with any other phone from your provider and now all of a sudden this particular phone will not send texts and not receive others intermittently?  This is a service issue and a device issue!  I don't care how you fix it, but I want it fixed!  Before a service rep reply's to this saying "download the newest software as LG has addressed the issues in it", I have and (surprise) it did not fix anything!  As a loyal customer for many years I want a phone that works.  When my alarm doesn't go off because my phone is frozen causing me to miss class or work that's an issue.  Before you tell me well it may just be your individual phone why don't you look through this forum at the number of people that are having the SAME issues on their 3rd, 4th, 5th, 6th, 7th phones!  I DO NOT WANT ANOTHER LG REVOLUTION I NEED A PHONE THAT IS RELIABLE.  I spent a large amount of money on this phone expecting it to be a reliable cell phone, this is not what I expected.  Every time I have gone to Verizon to get my phone fixed or traded in I am told that they need to see the issue occurring at that exact time, how can I do that when many of the issues are intermittent? 
    With so many people on here having so many issues with this phone how can you simply ignore this problem?  Switch my phone for another phone of equal or lesser value PLEASE I would love to choose something else other than this phone.  If an issue isn't resolved I assure you when my contract is up I will be switching to a different provider causing your company to lose a lot more money in the long run than if you switch out my phone, and as I am sure I'm not the only person thinking this be ready to lose a lot of customers over not resolving an issue with an incompetent phone.

    Hello
    I did exaclty as VW told me to do regarding this phone.  It locked up, again, I drove to the store and the Manager tells me it is my fault becuase of apps or something I am doing.  VW needs to understand that as a Customer I purchase a product to use.  They advertise them to be used.  I also understand that I am a sucker for staying with VW.  OR it could be the early termination fee that bugs me for a Phone that I can't use.  If there is one App that is a common app that does not work, then all the similiar issues would be an easy fix.  The Manager forgot to ask me about the prior tech support--   this is a phone I have reset 3 times with 2nd tier service.  I have removed every app.. I have installed one app at a time over a period of a month.  The random freezes and lock-ups are never the same.  Today's freeze of the day was the slide lock--no longer worked.  The LG Revolution is the problem.  Now, I try not to make calls on it--so that is does not drop them.   I have removed every app for several weeks and had more lock-ups than if I have apps iinstalled.  The problem with this phone is not the Apps, it has a memory leak, or a design flaw.  I have my calls fowarded to a different phone just so I dont have to have the phone freeze during a conversation. 
    Today was the last straw--It will be replaced, but not replaced by anything other than a LG Revolution.  This is my 3rd replacement. 
    If you were lucky to read this post and have an LG Revolution that works--that is wonderful!!
    For me, this phone has been a reason to leave Verizon.  I just can't believe after following their instructions, I am told it is my fault, and no we will not give you any credit towards a new phone.  I was asking for a$50-100 bucks off a new phone...
    I pay hundreds of dollars each month for the last 10 years and this is what I get for my money.

  • To anyone in product management and tech support monitoring this forum

    Since it would appear this is the "official" conduit to tech support now at SAS I am posting this here.
    You've lost me as an Xcelsius 2008 user and it only took 24 hours to do so. 
    As I've posted to a few places on this board, the upgrade process had errors for me, and 2008 suddenly became unable to load per my post to this forum OVER 36 HOURS ago which has received 0 responses from anyone within tech support or SAS.  New software I debated over spending my $ on.  Decided to, and within a few hours I could not use it.  And NO way to get anyone to assist in troubleshooting.
    I'm not a newbie to development, with over 20 years developing hardware and software solutions for very demanding telephone operator customers  around the world.   I understand bugs, the need for patches, etc. although I do seriously question how stable this release really is.  I mean if upgrades to existing 4.5 pro loads have issues dealing with Microsoft libraries, I do have to question how thoroughly tested this release really is.
    What has completely destroyed my faith in Business Objects / SAS is the lack of any type of technical support per your new policies which just went into effect.  I paid for the upgrade, downloaded the code, installed it (albeit with issues), lost the ability to run the code almost immediately, and went into a dark hole with no way out! 
    The telesales rep (who I'll let remain nameless less he get into trouble for helping) has been very professional and helpful.  I wish I could say the same for others - but there are no others - just this forum to try and get help on. (and thanks to those that did respond - no offense intended, but where are the "official" SAS reps on this board and how can issues like mine where I am completely dead on a new install be highlighted and escalated for resolution?)
    This is a business app, run by business users trying to do their jobs.  I cannot fathom how SAS can and will be successful with Xcelcius if there is not some ability to receive priority (and yes, FREE) support - especially for install issues on code just purchased!  Talk about creating severe buyer's remorse!  I understand customer / techical service is expensive.  I've built global call centers over my career for this purpose, and it's a fine line to walk between being able to provide a level of support expected by most customers, and also trying to not support the users for free who are perfectly content to spend hours each day on the phone with your highly professional reps basically having their work done for them.
    But to not be able to get a response on a brand new install that has gone terribly wrong - and receive that response in a timely manner is just flat out wrong.  It's a $1k software package - not freeware!
    So for now, I'll drop back to 4.5 (although I must admit part of me is wondering how much of our dashboard work can now be done without your software.  Bad taste in my mouth at this point) and chalk up the hours lost this week to a really bad experience with your company.
    Comment if you will, but please take this comment to heart.  I had the guts to write it.  Wonder how many others are just not saying anything at all?

    Fully Agree!
    Waiste of time and money. I am sooooo, pissed off. Zero technical support, lack of confidence in this product. I used the 4,5 version- much better and reliable vs. this Engage2008 piece of software.....
    I would NOT recommend buying it on all the other forums I am active on.
    TOMORROW is the deadline for SP1 - I hope they don't have the guts of asking money for it.
    Silviu

  • How can I get some Tech Support?

    I am new to the world of Apple. IPod drew me in. Since I upgraded to iTunes6 the investment appears to be a bad one. I have tried to seek support on the Apple Dicusssions. The best advice someone could offer was buy a Mac. Not the best advice to offer a Windows user when frustrated with lack of Apple resources.
    Is there a paid support I can access? I don't mind paying if someone for sure knows what they are doing. I imagine most of the folks on the Discussion Forums are voluntary Apple Users. Where are the Tech Support people? I wish someone could ask me some intelligent questions and offer me a diagnosis to the problem, atleast.
    Many users in their kindness I must admit attempted to help but quickly dropped this hot potato.

    Here's the update:
    I was able to get iTunes launched (with the help of Tech Support) in a very unsafe environment. I owe it to those who may need this after me. It will get you going, but you will be extremely vulnerable to internet virus assaults. Please do not use this approach, until you have exhausted every other available solution for your issue in the KB.
    There are three Steps 1) Uninstall 2) Disble and 3) Reinstall.
    UNISTALL Uninstall iTunes using Windows utility Add Remove Program available in Control Panel.
    DISABLE Disable all third party System Services and Startup Items using using MSCONFIG utility as described in Service Document http://docs.info.apple.com/article.html?artnum=302538
    RE-INSTALL Re-install iTunes6 + QT7. Launch it under the Selective Startup Option.
    It worked ! You realize among other things at this point you have your Antivirus and Firewall disabled. When I started my computer in the Normal Startup Option, iTunes fails to work again. So I have ahead of me the long and ardous task of ruling out the service that is causing conflict with iTunes6. Then work with the software vendor to arrive at a solution.

  • Good service, bad tech

    Ok.. ALL things break, not ALWAYS the customers computers fault.
    I had my internet speed drop into the dial up range, under 1m.  Called for service normally slow 45 minute wait.. but a quick repair date.   
      I have 3 computers, all went slow at the same time, 1 mac, 2 PCs, 1 XP, 1 7os   , and VOI started breaking up at the same time. 
    I did many speed tests through many different sights, including Venison.   All showed erratic speed, sometimes reasonable, sometimes insanely slow.  Worse in the evenings.
      The Verizon "tech" came unprepared; His company computer didn't work because he had a password issue so he could not check my speed independantly!  and REFUSED to hear the logic of all 3 machines and phone going bad wasn't likely to be an "optimizing" issue.    He spent 2 hours trying to prove it was my computers. Finally he got to someone in level I tech support and he did something IN the Verizon system (in house, not my house)  BUT to make the fix permanent he needed to get a level 2-tech support.... ooops by then it was closed.
     All this would be bad enough.. Along the way, this "tech" said, "if I'm wrong I can admit it"  When it was proved I was right, that it was ALL my equipment causing the problem..  He refused to say it was their problem.  I can understand a faulted diagnosis path but not the "Blame the customer" attitude" 
      I am going to do all in my power to make this tech "man up"  I need an apology in person from this tech for wasting his company’s time and mine though closed minded diagnostic paths, and his customer is wrong attitude!

    Try this:
    Adobe | Sales Inquiries
    Scroll down for a phone number.

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