Hi lessmess,

Sorry to hear you're having issues with your internet connection - it can be super frustrating for sure!

(love the handle by the way)

Thanks for all of the great information that you've provided in your post, it's really helpful in being able to give you our two-cents!

The not seeing any IP address for your modem is how it should be as it won't have an IP address unless it's a combination modem/router. A modem is just a two-way converter from the signal that your ISP sends to a signal that your router can understand and vice-versa.

To me, from your screenshot, this looks like a classic case of packet loss that starts with your ISP at the second hop and goes all the way through to the destination. If their engineers actually look at this they should see right away that there is an issue.

If techs have been out and checked your line than and it's good then it's definitely your ISP's problem and it's their responsibility to investigate and fix it. Here is an article about building a compelling case for your ISP. You just have to be the squeaky wheel and not take no for an answer. Be kind, be patient and keep asking to talk with a manager or someone who can address your issue until you get to someone who knows what you're talking about. It will likely be someone in a higher tier of support that you can email your PingPlotter results to who can interpret them.

Good luck and let us know how it turns out!

Thanks,

-Poe