Crazy Ping and Package lost

Hello ​@Dystik,

the ticket states that a current speedtest done did not show a network-related impairment.

Can you check via LAN cable, whether this is correct?

Best Regards,

Gerrit

​@o2_Giulia ​@o2_Gerrit 

Sometimes I feel like I talking to myself here…

I have ping and package lost issue!!! Nothing else 

Both cable and wifi is total disaster 

New test update ​@o2_Giulia ​@o2_Gerrit 

11 am… no comments 

​@o2_Giulia ​@o2_Gerrit 

I've performed tests including ping and traceroute to 8.8.8.8, and the results indicate the issue begins within your network infrastructure and continues along the route — especially through telefonica.de nodes.

Please find the key observations:

• The first two hops within my local network are stable.

• Starting from hop 3 (195.71.210.60) and beyond, latency increases significantly and becomes unstable.

• Hops through telefonica.de show persistent spikes, reaching over 200ms at some points.

• The issue is not caused by my router, Wi-Fi, or LAN — confirmed by consistent low latency on local hops.

 1   13 ms   13 ms   13 ms  192.168.215.121  
 2   34 ms   34 ms   40 ms  10.0.80.195  
 3  113 ms  154 ms  158 ms  195.71.210.60  
 4  134 ms  180 ms  135 ms  10.81.85.22  
 5  167 ms   92 ms  115 ms  195.71.210.66  
 6  133 ms   95 ms  105 ms  bundle-ether3.0003.corx.01.ess.de.net.telefonica.de [62.53.5.4]  
 7  187 ms  149 ms  137 ms  ae21-0.0001.corx.06.ham.de.net.telefonica.de [62.53.8.78]  
 8  159 ms   51 ms  105 ms  bundle-ether1.0001.dbrx.06.ham.de.net.telefonica.de [62.53.14.251]  
 9  199 ms   95 ms  130 ms  bundle-ether1.0001.prrx.06.ham.de.net.telefonica.de [62.53.2.91]  
10  219 ms  143 ms  122 ms  72.14.208.60  
11  107 ms   33 ms   105 ms 216.239.59.161  
12   62 ms   45 ms    52 ms 216.239.49.249  
13  184 ms  169 ms  210 ms dns.google [8.8.8.8]
 

Hello ​@Dystik,

thanks for giving the error description and test to us here and having the ticket reopened, I could copy paste everything for the colleagues directly into the ticket 🙂

Best Regards,

Gerrit

​@o2_Giulia ​@o2_Gerrit 

Previous test was incorrect, attaching new one 

I've analyzed the provided traceroute to dns.google [8.8.8.8] and here's what I can tell you about the ping spikes problem:

Traceroute Analysis:

1. Hops 1-2 (Local Network / ISP):

   • Host 1: fritz.box [192.168.178.1] (your router) - Ping 2-1 ms. This is excellent, no issues here.
   • Host 2: * * * Request timed out. - The problem starts here. The second hop, which is most likely your Internet Service Provider's first device after your router, is not responding to ICMP packets. This is a key point.

2. Hops 3-7 (Telefonica.de - Germany):

   • ae9-0.0001.cord.01.dus.de.net.telefonica.de [62.53.5.160]
   • ae11-0.0002.corx.01.dus.de.net.telefonica.de [62.53.0.140]
   • bundle-ether6.0002.corx.01.off.de.net.telefonica.de [62.53.0.5]
   • bundle-ether2.0001.cord.02.fra.de.net.telefonica.de [62.53.28.149]
   • bundle-ether1.0001.cord.02.fra.de.net.telefonica.de [62.53.8.187] The ping on these hops varies from 18 ms to 133 ms. For German nodes, this looks quite unstable and sometimes high (especially 133 ms on the 4th hop). These could be Telefonica (O2 in Germany) nodes.

3. Hops 8-10 (Data Transfer):

   • 72.14.213.80
   • 142.251.65.69
   • 142.250.214.187 The ping stabilizes around 23-30 ms, which is better than the previous spikes. These IP addresses likely belong to Google or one of their transit providers.

4. Hop 11 (Destination):

   • dns.google [8.8.8.8] - Ping 44-26-32 ms. This is Google's target DNS server.

Conclusions about the Problem:

The main issue is likely related to:

1. Packet loss/unresponsive nodes on the second hop (* * * Request timed out.): This could be due to:

   • ICMP packet filtering: The ISP might be blocking or limiting ICMP packets for traceroute for security reasons or to reduce load. However, if the ping "smooths out" after this hop, it might just be a "silent" router.
   • Actual packet loss: If it's not just filtering, then packet loss at this node could lead to subsequent ping spikes.
   • ISP equipment overload: The router at the second hop might be overloaded, leading to delays and possibly timeouts.

2. High and unstable ping on Telefonica nodes (hops 3-7): Spikes up to 133 ms on these nodes indicate issues with your ISP's (Telefonica's) network equipment or at its peering points with other networks. This could be caused by:

   • Channel overload: The ISP's network infrastructure might be overloaded, especially during peak hours.
   • Equipment issues: There might be malfunctions or incorrect configurations on Telefonica's routers.
   • Routing: Suboptimal routes could lead to delays.

     

     

      

Hallo ​@Dystik,

the traces look okay-ish to me. The higher ping of some routers do not really continue through the whole way, so it’s not really that easy to pinpoint a possible caause.

The routers (the “hops”) main task is to transfer data from A to B. To answer to a ping? Yeah, they often do that do, but that has no priority. 

Maybe you could use a tool like for example Pingplotter to watch this for a bit longer than 3 pings?

Regards,
Lars

​@o2_Lars  ​@o2_Giulia  ​@o2_Gerrit 

Morning, hope it helps

​@o2_Lars 

Hello ​@Dystik,

I see that your connection has been checked and that the technicians could not  measure a packet loss.

The colleagues then send you an SMS on how to improve your WLAN.

Best Regards,

Gerrit

​@o2_Giulia  ​@o2_Gerrit  ​@o2_Lars 

Your service is a complete joke guys, how can I work with ping 200 - 300 Ms?

Hello ​@Dystik,

I'm sorry that the problem still hasn't been resolved; that must be very frustrating for you.

The last time our technical support team checked, the values ​​were within a normal range, so the trouble ticket has been closed.

Unfortunately, we have very little information available here in the community, especially regarding cable connections. Troubleshooting can only be done via our telephone customer service. Therefore, I would ask you to contact them again if the problem persists.

Best regards

Giulia

​@o2_Giulia ​@o2_Lars ​@o2_Gerrit 

I don’t know what to tell you…….. Even Chatgpt can recognize the problem in 1 second and your tech team can’t…. Feel like we live in Africa 

🔍 Key Issues Identified:

1. Packet Loss

• Packet loss begins at hop 2 and continues all the way to the destination (Google).

• Significant losses observed at:

  • Hop 2 (dynamic...) — 48.5%

  • Hop 3 — 48.4%

  • Hop 4 — 46.9%

  • Hop 5 — 48.7%

• Final hop (Google): 1.7% packet loss, which can already affect connection quality.

📌 Conclusion: The packet loss starts at hop 2, indicating a problem in your ISP's network — Telefónica.

2. High and Unstable Latency

• The bottom graph shows sudden latency spikes reaching over 300 ms.

• Average RTT (round-trip time) to Google is 50.0 ms, but peaks go up to 374 ms.

• There are consistent latency spikes, which is critical for online games, video calls, and streaming.

3. Jitter (Latency Variation)

• The top chart shows long horizontal bars, indicating a large gap between min and max latency.

• Especially unstable hops: 7, 8, 12, and 13.

4. No Issues in Local Network

• First hop (fritz.box — your router): average ping 3.5 ms, no packet loss — stable.

• This means the problem is not in your home, but starts with your provider’s infrastructure from hop 2 onward.

✅ Summary:

🔧 Recommendations:

1. Contact Telefónica support, attach this screenshot, and highlight that the packet loss begins from their network (hop 2).

2. Ask if there is any maintenance or known issues in your area.

3. Run tests at different times of day — the issue might be related to peak-hour congestion.

4. If possible, try switching to a different DNS server (e.g., Google DNS: 8.8.8.8 / 2001:4860:4860::8888).

​@o2_Giulia ​@o2_Lars ​@o2_Gerrit 

Send me a pay check for doing your job

Hello ​@Dystik,

I'm sorry we can't resolve the issue with the high latency and packet loss here in the O2 Community.

This is a case for our technical support, who can only be contacted by phone. Therefore, please contact our English-speaking customer service on 089/66 66 300 81 (Mon. - Fri. 8 am - 8 pm, Sat. 10 am - 6 pm, on workdays).

Best regards

Giulia

​@o2_Giulia 

Customer support keeps telling me only the same excuses as you do. 

I've been requested tech support contact me directly to email like 30 times, so I can finally share all the issues with someone who understands technology. 

Hello ​@Dystik, that is really frustrating, if your connection suffers high latency and packet loss.

From our community we lack for example the systems access to remedy such broadband/internet issues or schedule an appointment with a technician.

Our colleagues via our hotline do have these necessary accesses.

Best Regards,

Gerrit

Hello ​@Dystik,

a solution can be a change of technology from cable to dsl, which would be available at your adress from us, with a speed of also 100 Mbit/s. Your tariff will stay the same, also in the monthly extending flex variant.

Best Regards,

Gerrit

​@o2_Gerrit DSL works much slower then cable. It’s not a solution at all.

Hello ​@Dystik, we checked again with the data you entered in your thread, but from here we cannot remedy broadband/internet issues, this is only possiblke via our technical hotline.

Did you once try DSL at your current address and did not have enough speed?

Best Regards,

Gerrit

​@o2_Gerrit 

I just begin a court process - O2 scamming customers.

I am sorry to read that, ​@Dystik, from here we just cannot access the necessary systems to work as broadband technicians and thus only offer workarounds like a technology change.

Best Regards,

Gerrit