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ping sometimes fails on the network

I have a client where everything seems to be working pretty well.  Nslookup always returns a value, emails and surfing are responsive.  But every once in a while, we get a "stutter" for lack of better description.  The router/modem stays online, doesn't seem to go offline, but it wills tall communication to outside world.  I did a ping 4.2.2.2 -t and found that every 50-6th ping, it gets a "request timed out", then picks up right where it left off.  At the same time I was pinging the gateway and the router, just in case the router was getting flooded or not responding, but internal IPs all reply rock solid, never misses one.  The outside address also rarely times out two trys in a row.

The cable company insists their gear is perfect and my side of demarcation is bad, what other tests can I provide to prove otherwise?
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tsaico
Asked:
tsaico
3 Solutions
 
IntegrityOfficeCommented:
Pathping does longer ping diagnostics and you can set some variables.

there are also some free ping tools available that will run contnuoulsy for days and give reports as to the status of the ping'd endpoints
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tsaicoAuthor Commented:
I outputed to a text file.  Can you help explain what I am looking at here?  From this it looks like I am losing packets across teh board, meaning my router/gateway is the one not handling things?

Tracing route to vnsc-bak.sys.gtei.net [4.2.2.2]
over a maximum of 30 hops:
  0  wks.domain.local [192.168.1.56]
  1  192.168.1.1
  2  10.92.37.1
  3  acr01rvsdca-gbe-1-7.rvsd.ca.charter.com [96.34.100.200]
  4  96-34-98-56.static.unas.ca.charter.com [96.34.98.56]
  5  bbr01rvsdca-tge-0-0-0-3.rvsd.ca.charter.com [96.34.2.66]
  6  te-3-2.car1.LasVegas1.Level3.net [4.71.176.25]
  7  ae-2-5.bar1.LasVegas1.Level3.net [4.69.148.130]
  8  ae-4-4.ebr1.LosAngeles1.Level3.net [4.69.133.110]
  9     *     ae-61-61.csw1.LosAngeles1.Level3.net [4.69.137.2]
 10  ae-11-60.car1.LosAngeles1.Level3.net [4.69.144.3]
 11  vnsc-bak.sys.gtei.net [4.2.2.2]

Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           wks.domain.local [192.168.1.56]
                                7/ 100 =  7%   |
  1    9ms     7/ 100 =  7%     0/ 100 =  0%  192.168.1.1
                                0/ 100 =  0%   |
  2   14ms     8/ 100 =  8%     1/ 100 =  1%  10.92.37.1
                                0/ 100 =  0%   |
  3   17ms     9/ 100 =  9%     2/ 100 =  2%  acr01rvsdca-gbe-1-7.rvsd.ca.charter.com [96.34.100.200]
                                0/ 100 =  0%   |
  4   18ms     8/ 100 =  8%     1/ 100 =  1%  96-34-98-56.static.unas.ca.charter.com [96.34.98.56]
                                0/ 100 =  0%   |
  5   17ms     7/ 100 =  7%     0/ 100 =  0%  bbr01rvsdca-tge-0-0-0-3.rvsd.ca.charter.com [96.34.2.66]
                                0/ 100 =  0%   |
  6   37ms     7/ 100 =  7%     0/ 100 =  0%  te-3-2.car1.LasVegas1.Level3.net [4.71.176.25]
                                1/ 100 =  1%   |
  7   27ms     8/ 100 =  8%     0/ 100 =  0%  ae-2-5.bar1.LasVegas1.Level3.net [4.69.148.130]
                                0/ 100 =  0%   |
  8   32ms     8/ 100 =  8%     0/ 100 =  0%  ae-4-4.ebr1.LosAngeles1.Level3.net [4.69.133.110]
                                0/ 100 =  0%   |
  9   29ms     8/ 100 =  8%     0/ 100 =  0%  ae-61-61.csw1.LosAngeles1.Level3.net [4.69.137.2]
                                0/ 100 =  0%   |
 10   38ms    13/ 100 = 13%     5/ 100 =  5%  ae-11-60.car1.LosAngeles1.Level3.net [4.69.144.3]
                                0/ 100 =  0%   |
 11   28ms     8/ 100 =  8%     0/ 100 =  0%  vnsc-bak.sys.gtei.net [4.2.2.2]

Trace complete.

pathping.txt
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StriguerosCommented:
What kind of Nat devices have the customer? it is possible to replace the device for one that you know that is working...?? can you make tests without the router?? sometimes this kind of devices create all problems...

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giltjrCommented:
Unfortunately ping'ing a host that is not yours on the Internet, such as 4.2.2.2, is not a good way to test reliability.

You have no idea if the owners (4.2.2.2) or somebody else along the path (say your ISP) could be throttling/limiting ICMP packets.

You also have cable, which means (unless something has changed) you are not guaranteed a minimum bandwidth.  You are limited to a maximum amount of bandwidth, but no minimum.

With all network technologies (cable, DSL, wireless, ect.) at some point in time bandwidth is shared between customers.  The closer to the end user the bandwidth is shared, the more issues you may have when others are accessing the Internet.

With cable the bandwidth is shared in your "neighborhood".  So although you may not be coming close to maxing out your maximum allowed bandwidth, the business around you may be, which limits what you can get.

Now, according to your pathping you lost the most packets going to 192.168.1.1, which I would assume is the IP address of your cable modem/gateway router.  Which means it maybe having a problem.
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tsaicoAuthor Commented:
Since i had some packets lost at the 192.168.1.1, i replaced the soho router and found the problems to continue.  I eventually got Charter to replace the their modem, and the problems have gone away now, ping shows only 1 lost packet and it was towards the end of the path.
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