massive packet loss from all devices to modem

[Tsar]

Been dealing with packet loss ever since i got connected. I've had a tech guy come out and replace the cable that leads to building hub, also got my modem replaced with no luck.

Trace route tool showed packet loss from my pc to the modem(90%+),but when i

ping test 3  different Ethernet cables multiple times with no packet loss or high latency detected through cmd , pinging any website shows at least 3-5% packet loss out of 150 pings. whenever i try running a ping test through the modem itself it doesn't pick up any PL. This problem isnt consistent,but does affect us throughout the day.

once again ive tried testing it on multiple devices same result.

https://imgur.com/a/niFJtba

downstream seems too low can this be my issue?

[Tsar]

Edit :Upstream* signal levels seem to low

[FidoAnthonyZ]

Hello @Tsar,

Welcome to the community!

Does this seem to happen only at certain hours of the day?

Let us know!

[Tsar]

so the packet loss from pc to hitrohub.com shown on  winmtr is always there,we only experince packet loss in various games / longer webpage load times starting late afternoon leading into the night then its back to normail. i feel like its happening during peak hours....

[FidoPhilippe]

Thanks for the details @Tsar!

I recommend contacting our technical support line again, to see if there's more they can do for you. I would also contact them when you're experiencing the problem, so they can properly track it.

You can reach out to them here.