Internet is working, but experiencing extreme packet loss and problems with loading websites, games, etc.
Internet is working, but experiencing extreme packet loss and problems with loading websites, games, etc.
I’m starting with a brief note: I’m familiar with networking fundamentals. I’ve looked into packet protocols and used tools like Wireshark for some troubleshooting.
Initial Connections & Equipment:
- Service: Google Fiber 1gb
- Drop point: Wireless Access Point/Router from Google
- Hardware: Netgear AC1750 (for daily use), Google WAP (not used now, but helpful for testing), Netgear AX1800 (bought specifically for troubleshooting)
- Network devices: About 18 devices connected; computer serves as the main troubleshooting tool. Wired connection over Cat 5e.
What I Observed Around Friday (12/8/23):
Websites would occasionally fail to load on the first attempt. On YouTube, it would briefly lag before refreshing and then load normally. Previously, Google Fiber performed well across multiple sites. Downloading games from Steam caused brief interruptions (~50Mbps loss, then recovery). Fortnite would take a long time to load, sometimes requiring a restart, and at times I could reach the main menu.
Inside the game, network analytics showed inconsistent performance—some games had perfect ping and no packet loss, while others dropped 30–40% of packets. This pattern suggested packet issues were affecting connectivity.
Other online games also displayed similar problems. I began suspecting that packet drops or out-of-order transmissions were the core issue.
Additional Observations:
- Issues appeared across multiple devices (PS5 would time out during login, Apple TV needed to restart streaming services).
- Speed tests after a few refreshes looked normal; however, network behavior remained erratic.
- Wireshark captures revealed significant packet errors and drops, especially during game downloads.
Actions Taken:
1. Restarted router, fiber terminal, and all network gear.
2. Performed a hard reset on the AC1750 router, suspecting configuration problems.
3. Updated router settings without success.
4. Reached out to Google Fiber support, who were unhelpful.
Despite following a thorough tech checklist, I couldn’t resolve the problem. After three days of troubleshooting and poor support, I switched providers to AT&T for $10 more per month. I’m grateful to have multiple service options and hope this issue doesn’t recur.
Let me know if you’d like a summary version or further details!
These measurements are performed on the wired PC. The Ethernet-connected device shows packet loss, and the issue persists with the Google-supplied hardware.