Hi,
I just got fiber installed a few days ago. The service has been unstable so far (connection issues when opening websites on Chrome browser, slow speed often too doing speed test), and based on troubleshooting with Sonic tech support, it seems to be caused by a router issue (I am using Asus XT8). Note that I tried wired to the router and wifi, same results.
After doing some troubleshooting, I believe it's a DNS issue. It seems like dns lookup timeouts, lots of packet loss (50% packet loss on 'ping' when I test from my mac laptop or from the router itself since it has a tool to test 'ping' or dns lookups).
- I tried to manually enter the Sonic DNS server IPs in my router config, that didn't help.
- Also my router (and internet) is working fine with my other internet service, Comcast cable (I am trying to switch from Comcast to Sonic). So it doesn't look like the router is broken, it seems to be specific to Sonic service.
- When I connect my laptop directly to the Sonic modem, there are no visible issues: dns lookup is stable, no packet loss, internet speed test is good (1Gig/s)
I am running out of ideas of how to troubleshoot and fix this DNS issue. I already tried flushing dns cache, rebooted router, the dns test done on the router itself shows a 50% packet loss.
Any help would be appreciated. Sonic support is telling me to buy another router at this point or do a hard reset, but I'd be surprised if there is no other solution or ways to pinpoint the issue at least. I am just not a DNS expert to know what to do next.
I plan to go buy another modem to test if it's truly an issue with my router and Sonic service being incompatible but would love to try something else.
I just got fiber installed a few days ago. The service has been unstable so far (connection issues when opening websites on Chrome browser, slow speed often too doing speed test), and based on troubleshooting with Sonic tech support, it seems to be caused by a router issue (I am using Asus XT8). Note that I tried wired to the router and wifi, same results.
After doing some troubleshooting, I believe it's a DNS issue. It seems like dns lookup timeouts, lots of packet loss (50% packet loss on 'ping' when I test from my mac laptop or from the router itself since it has a tool to test 'ping' or dns lookups).
- I tried to manually enter the Sonic DNS server IPs in my router config, that didn't help.
- Also my router (and internet) is working fine with my other internet service, Comcast cable (I am trying to switch from Comcast to Sonic). So it doesn't look like the router is broken, it seems to be specific to Sonic service.
- When I connect my laptop directly to the Sonic modem, there are no visible issues: dns lookup is stable, no packet loss, internet speed test is good (1Gig/s)
I am running out of ideas of how to troubleshoot and fix this DNS issue. I already tried flushing dns cache, rebooted router, the dns test done on the router itself shows a 50% packet loss.
Any help would be appreciated. Sonic support is telling me to buy another router at this point or do a hard reset, but I'd be surprised if there is no other solution or ways to pinpoint the issue at least. I am just not a DNS expert to know what to do next.
I plan to go buy another modem to test if it's truly an issue with my router and Sonic service being incompatible but would love to try something else.