Why does my ISP says that my internet has no problems, but it does?

Question

I’ve been having some issues with my internet at home, and I suspect it’s the ISP’s fault, but I can’t prove it because I’m not an expert.

The problems are limited. The internet works fine for most things. I can use it on my computer mostly fine, but it sometimes stops working for half a minute, without actually disconnecting.

The problem with this is that the software seems to lose track of the network flow or something, but without actually recognizing that it disconnected, so, for example, a Teams meeting will stay displaying "connecting", but it doesn’t come back automatically. I have to close and reopen it.

Other issue I have is that the menus in my PS5 that require online connection don’t work properly. I have to go to the settings and turn the internet off and on again for it to work. Also some online games are laggy sometimes, but other times are ok.

It seems like it’s just a small issue, but it happens frequently enough that it bothers me. So much so that I already contracted another ISP.

So now have two internet sources in my home, and now I can prove that it is indeed the ISP’s fault, cause all of these problems don’t occur in the new internet.

What I want is to know what to troubleshoot for in case this kind of thing happens again (in this case with my new ISP). Because I called support on the old ISP several times, and it always seemed like I had no actual problem to them: they checked the download speed, which was great. They "checked the signal" and said that it was fine.

Maybe it is really occasional instability, which wouldn’t happen when I had support check the internet, but what has me thinking that it’s some constant characteristic/configuration of the internet that is the problem is that the ps5 problem occurs always.

I want to take advantage of this moment that I still have the old ISP connected to find out the problem (and compare it to the new problem-free internet if it helps).

The facts:

• The PS5 issue doesn’t occur with the new internet, but always occur with the old one.
• The only troubleshooting I know how to do is speed test:
  • Old Internet: 650Mbps download, 88Mbps upload, latencies: 56ms idle, 86ms download, 164ms upload
  • New Internet: 620Mbps download, 400Mbps upload, latencies: 4ms idle, 86ms download, 7ms upload
• Both are being used wirelessly (but I did test the ps5 with the old internet wired and got the same problem)

What else could a newbie like me be testing for?

• Jeff Zeitlin: Don't rule out problems with the router on the old internet. As routers age, they may get flaky and require more and more frequent resets.
• Guilherme D'Osualdo: @JeffZeitlin the router was provided by the ISP, and they changed it recently
• Jeff Zeitlin: Which reduces the probability that that's the problem - unless they changed it to a refurbished router, which is also possible. Or they could be throttling you based on usage patterns. If they're throttling you, then there's "no problem" with your service.

Answer 1

Rule out radio frequency interference (RFI) blocking WiFi by connecting though Ethernet, and log outages. Also try using Ethernet for a long meeting or three.

If there is no issue while using Ethernet, then look for a solution to RFI.

• Use a tool such as Nirsoft's WiFiInfoView to see if others are using your current Wifi channel, and change the channel if needed.
• Check if use of an appliance, such as a microwave oven, coincides with outages.
• Check if there are neighbors using arc welders, powerful medical devices or amateur radio at the time of outage. _{Avoid confrontation} ;-)

However, if there are issues while on Ethernet, use those logs to show the ISP.