Sonic.net

Hello,

We switched from Comcast 3 years ago and have been happy with Sonic Fiber until about 6 months ago when it started dropping connections intermittently. We've followed the trouble-shooting guide and isolated the problem to Sonic, my son opened a ticket, but nothing was resolved. The following PING log shows the symptom, ping times are normal 90% of the time, but go up dramatically for short periods. This is with the host connected directly to the Sonic supplied router (no WIFI). Suggestions would be appreciated. We have tried multiple ping hosts including google.com & sonic.com with similar results.

target Host = sun.com .log
Pinging sun.com [156.151.59.35] with 32 bytes of data: .log
Sat 07/02/2022 11:58:55 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:58:56 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:58:57 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
Sat 07/02/2022 11:58:58 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:58:59 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:00 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
Sat 07/02/2022 11:59:01 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:02 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:03 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:04 Reply from 156.151.59.35: bytes=32 time=26ms TTL=240 .log
Sat 07/02/2022 11:59:05 Reply from 156.151.59.35: bytes=32 time=83ms TTL=240 .log
Sat 07/02/2022 11:59:06 Reply from 156.151.59.35: bytes=32 time=201ms TTL=240 .log
Sat 07/02/2022 11:59:07 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:08 Reply from 156.151.59.35: bytes=32 time=119ms TTL=240 .log
Sat 07/02/2022 11:59:09 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:10 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:11 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:12 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:13 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:14 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:15 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:16 Reply from 156.151.59.35: bytes=32 time=217ms TTL=240 .log
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Sat 07/02/2022 11:59:18 Reply from 156.151.59.35: bytes=32 time=335ms TTL=240 .log
Sat 07/02/2022 11:59:19 Reply from 156.151.59.35: bytes=32 time=31ms TTL=240 .log
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Sat 07/02/2022 11:59:22 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 11:59:34 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:35 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
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Sat 07/02/2022 11:59:37 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
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Sat 07/02/2022 11:59:39 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
Sat 07/02/2022 11:59:40 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:41 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:42 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:43 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:44 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:45 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:46 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:47 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
Sat 07/02/2022 11:59:48 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 11:59:50 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:51 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 11:59:55 Reply from 156.151.59.35: bytes=32 time=22ms TTL=240 .log
Sat 07/02/2022 11:59:56 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 11:59:57 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 12:00:03 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 12:00:04 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 12:00:05 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 12:00:09 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 12:00:22 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
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Sat 07/02/2022 12:00:25 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 12:00:26 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log
Sat 07/02/2022 12:00:27 Reply from 156.151.59.35: bytes=32 time=21ms TTL=240 .log

I see the spike in latency but that shouldn't cause any connections to drop. What exactly drops?

HTTP connections time out or are painfully slow. Google Chrome says we are disconnected from the Internet. I'm using Ping as a blunt diagnostic tool in this case. I understand that TCP/IP is designed to be resilient, but the latency jitter shows something is wrong with the connection. Tracert shows the first hop from the router to Sonic can be very slow.

Sat 07/02/2022 13:17:08 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:09 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:10 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:11 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:12 Reply from 69.12.221.83: bytes=32 time=334ms TTL=46 .txt
Sat 07/02/2022 13:17:13 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:14 Reply from 69.12.221.83: bytes=32 time=362ms TTL=46 .txt
Sat 07/02/2022 13:17:15 Reply from 69.12.221.83: bytes=32 time=219ms TTL=46 .txt
Sat 07/02/2022 13:17:16 Reply from 69.12.221.83: bytes=32 time=241ms TTL=46 .txt
Sat 07/02/2022 13:17:17 Reply from 69.12.221.83: bytes=32 time=213ms TTL=46 .txt
Sat 07/02/2022 13:17:18 Reply from 69.12.221.83: bytes=32 time=257ms TTL=46 .tx
Sat 07/02/2022 13:17:19 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:20 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:21 Reply from 69.12.221.83: bytes=32 time=8ms TTL=46 .txt
Sat 07/02/2022 13:17:22 Reply from 69.12.221.83: bytes=32 time=141ms TTL=46 .txt

I would suggest a text or call to support. You can initiate either at http://sonic.com/support