Intermittent connection issues when not on VPN

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by rulystafzil » Mon May 15, 2023 2:17 pm
Only about once every few hours, I get an intermittent connection issue.
- My browser will hang for a few seconds when going to a new webpage.
- Youtube video will stall then resume
- If I'm in an online game it will get serious lag or even disconnect.

This only happens briefly, maybe 5 seconds long each instance, once every few hours, but reliably so. This never happens when I connect through a VPN first.

Honestly I'm not sure what's wrong. It's not a huge deal since I like to be on a VPN anyway, but if something is wrong under the hood I'd like to address it.

Does anyone know what's wrong? Or what I can do to diagnose the issue?
I thought perhaps it was a dns issue and changed my router to use 8.8.8.8 but the issue remains.
by loherj » Tue May 16, 2023 9:58 am
There can be multiple sources of connection issues, from line faults to saturation or even a weak wireless connection. The best method of figuring out the problem would be getting as much information on the problem as possible to our Support Team, such as:

1. What issues are you seeing? How often are you seeing it happen? Are there any consistent factors in timing, like at night or on weekends?

2. How many devices do you have? Does it happen on all devices, just one, or somewhere in between? Are you connecting through wireless or Ethernet? How old is your modem? Do you know if you have a secondary router plugged in behind the router?

You can get this information over to our Support Team via email at support@sonic.com, or you can call us at (707)-547-3400, and we can troubleshoot with you over the phone to find out the problem and get your connection functioning as you'd like. Support is available 8 AM-10 PM every day of the week.

You can also request a call at https://sonic.com/support_cba_request to skip any hold times we may have!
Jacob - Community & Escalations Specialist
Sonic
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