Failing to ping an IP / DNS from all sources due to timeouts at various hops.

Because ICMP is not enabled on the firewall at the final hop. You do however get right to the subnet where the doamin is hosted and can even asume the next hop would be the one you are looking for,

I am told ICMP is intentionally disabled.

When I trace again today , there is a bad hop at nine , again .

Though , from a web browser , I can get to this site instantly.

What else might be the reason this is failing or lagging in mid-session  ?

Note , though I call this trace route a complete disaster , the tech I am trying to work with thinks its okay becuase the route "finally" resolves to the demarc.cogento.com

In my mind , it never resolves to what I told it to .

Any thoughts ?????

Tracing route to vidyo.getcollc.com [66.250.141.245]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  10.0.0.1
  2     1 ms     1 ms     1 ms  192.168.1.1
  3    18 ms    19 ms    40 ms  75-120-242-1.dyn.centurytel.net [75.120.242.1]
  4    18 ms    18 ms    19 ms  GE-0-0-0-0-J1-rt.pell.centurytel.net [64.91.92.4
]
  5    22 ms    22 ms    23 ms  bb-atlngamv-jx9-01-ae4-597.core.centurytel.net [
208.110.249.164]
  6    73 ms    22 ms    22 ms  bb-atlngamv-jx9-02-ae0.core.centurytel.net [206.
51.69.66]
  7    22 ms    22 ms    22 ms  207.88.188.33.ptr.us.xo.net [207.88.188.33]
  8    40 ms    40 ms    39 ms  te-12-4-0.rar3.washington-dc.us.xo.net [207.88.1
4.113]
  9     *        *        *     Request timed out.
 10    41 ms    39 ms    40 ms  206.111.0.230.ptr.us.xo.net [206.111.0.230]
 11    40 ms    40 ms    41 ms  te0-0-0-4.mpd21.dca01.atlas.cogentco.com [154.54
.24.97]
 12    56 ms    54 ms    53 ms  te0-1-0-4.mpd21.ord01.atlas.cogentco.com [154.54
.40.222]
 13    56 ms    55 ms    56 ms  te4-2.mpd01.ord05.atlas.cogentco.com [154.54.3.2
06]
 14    55 ms    53 ms    53 ms  vl3805.na01.b000268-0.ord05.atlas.cogentco.com [
66.28.6.86]
 15    54 ms    55 ms    56 ms  Getco.demarc.cogentco.com [66.28.28.14]
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *     ^C

Every hop in the list is a handoff between ISP's. Hop #9 appears to be an XO router.
Routers are not required to respond to the icmp request. Apparently XO has setup their router not to respond. This has no affect on "real" traffic like web traffic getting through.
Traceroutes are good for basic troubleshooting, but don't really mean anything. Something like a long delay time at the router at hop 11 would indicate that XO potentially has an issue with the handoff with gogentco, but  there is nothing that you or your ISP can do about it, and probably something they are already aware of and working on to get fixed.
ICMP is often used as a denial of service attack vector and that is why many ISP routers have it disabled. Again, it has no affect on the actual data going through it.

okay then, but the lagging and dropping of the video call none the less exists and they want us to fix it....

SO ....... what do you think we can do to try and find a way to fix this  ???

just noticed you are with Teklinks.  I drive by there daily and am SUPER familiar with your competition about a block down the road.

I interviewed with those guys about 2 years ago and decided that 40K was too low to start.

Those 3 to 1 income ratios are way too agressive.

Since you are an expert in netowrk auditing software , what do we need to use to get this netowrk issue analyzed ??

router was bad as determined by a physical bypass and replacement