Ya connection was bad due to noise on the network, so loads of packet loss.
When pings got through they were of course good as there was no congestion but there would be tons of them being lost due to the lower level protocols that carry your data being corrupted - the Err on your ping responses was where pings were returned, but corrupted.
Nice to see I can do better than tech support without any of their tools or even seeing your connection beyond a speedtest. Doh.
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Originally Posted by zaax
I was told by tech support that is was normal to have a 50% loss as so,e servers don't respond to trace routes
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No it isn't, you should never see that degree of loss. The servers that don't respond at all should give a 100% loss, some 'servers' will give high ping results from time to time however no node should show 50% packet loss, this is almost certainly a fault. A 'server' that's so busy it can only respond at all to 50% of traceroutes is pushing it.