Massive packet loss

[Vasya]

Hello!
I have a problem with Internet connection, it's just insane!

I signed a contract with Vodafone this September.
My PC and game console are connected to modem with cable, NOT wifi.
Line looses from 5 to 25 percent of packets. Sometimes it's impossible to make calls with messengers or play online games.

I sent a request to technical support on 14th September, attached info, statistics, etc.
After a MONTH it answered that can't help me because I wrote my question in English. And send me to this forum.
Can someone help me please?

Vodafone Dialog ID: xxxxxxx
Kabel Deutchland Nachricht Referenznummer xxxxxxx

Edit: Dialog/Referenz-ID deleted. Boris 

[ERFD]

Hello Vasya,

can you please provide us with your tests? Then we will be happy to see how we can remove your restrictions. I need your customer number and address by private message.

Greetings Fred

[Vasya]

Hello Fred

Statistics which I received right now:

ping -n 20 google.com

Packet exchange with google.com [173.194.76.138] with 32 data bytes:
Reply from 173.194.76.138: bytes = 32 time = 190ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 155 ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 83ms TTL = 42
Timed out request.
Reply from 173.194.76.138: bytes = 32 time = 133ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 141 ms TTL = 42
Timed out request.
Reply from 173.194.76.138: bytes = 32 time = 98 ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 105ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 108 ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 223ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 120ms TTL = 42
Timed out request.
Reply from 173.194.76.138: bytes = 32 time = 133ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 74ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 81ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 97ms TTL = 42
Timed out request.
Reply from 173.194.76.138: bytes = 32 time = 104 ms TTL = 42
Reply from 173.194.76.138: bytes = 32 time = 128ms TTL = 42

Ping statistics for 173.194.76.138:
    Packets: sent = 20, received = 16, lost = 4
    (20% loss)
Approximate round-trip time in ms:
    Minimum = 74 msec, Maximum = 223 msec, Average = 123 msec

[ERFD]

Hello Vasya,

there is already a trouble ticket from 8.10.2018. You are restrictions only in the evening? This is how the ticket was categorized. I would rather assign this to the error rate in the upstream.

Best regards Fred

[Vasya]

Hi Fred,

So, it's been 5 months passed since the ticket 003-*******/** was opened. For some time it was better, but today I'm just insane, I can't do anything, sometimes just even open simple web-pages (!!!). Take a look at this beautiful statistics:

C:\Users\User>ping google.com -n 20

Ping wird ausgeführt für google.com [172.217.17.46] mit 32 Bytes Daten:
Zeitüberschreitung der Anforderung.
Antwort von 172.217.17.46: Bytes=32 Zeit=231ms TTL=54
Antwort von 172.217.17.46: Bytes=32 Zeit=88ms TTL=54
Antwort von 172.217.17.46: Bytes=32 Zeit=122ms TTL=54
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Antwort von 172.217.17.46: Bytes=32 Zeit=85ms TTL=54
Antwort von 172.217.17.46: Bytes=32 Zeit=135ms TTL=54
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Antwort von 172.217.17.46: Bytes=32 Zeit=194ms TTL=54
Antwort von 172.217.17.46: Bytes=32 Zeit=123ms TTL=54
Zeitüberschreitung der Anforderung.
Antwort von 172.217.17.46: Bytes=32 Zeit=144ms TTL=54
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Zeitüberschreitung der Anforderung.
Antwort von 172.217.17.46: Bytes=32 Zeit=174ms TTL=54

Ping-Statistik für 172.217.17.46:
    Pakete: Gesendet = 20, Empfangen = 9, Verloren = 11
    (55% Verlust),
Ca. Zeitangaben in Millisek.:
    Minimum = 85ms, Maximum = 231ms, Mittelwert = 144ms

Can you do anything with this PLEASE?

Edit: please do not post any personal (customer) information

[ERFD]

Hello, Vasya,

can you please answer my question from October? Are the restrictions only in the evening?

Best regards Fred

[Vasya]

Hi Fred,

Just checked this morning - from 10% to 20% packages lost. But in the evening much more

[ERFD]

Hello, Vasya,

where do the packet get loss? In our network? Outside? Or from your device to the modem?

Best regards Fred

[Vasya]

Hi Fred

In your network. My PC and game console both connected to modem with cables. Both looses packets to different web-sites and services.

[Wallace]

Hi Vasya,

Can you please start a ping plotter, set the interval to 2.5 seconds and post the result here?

Regards

Wallace