I've got two Netvant 3448's setup for a company, one at the main office on Time Warner Fiber and one at a remote office setup on Time Warner Business Cable. Between the two sites I have a VPN setup and running. The entire setup has been up and running for 3 years with few problems. Over the past 9 months I have told the ISP the remote site on TW Business has been seeing higher levels of latency or ping variance as I use PRTG to basically ping the other side of the tunnel and the businesses website. This problem seems to come and go however now I am seeing massive packet loss, 20% and greater. the packet loss is greatest on any connection between the remote site and websites or services outside of the TW network such as yahoo.com. Pings across the VPN which stays on the TW network have been very good and in fact we are still running a VOIP system over that connection. Again to be clear, connections between main and remote office which both stay on the TW network and are in the VPN appear solid, traffic headed outside of the TW network drops packets primarily at the transfer point between TW and the backbone provider although I also see packet loss at hops just outside of our network.
The ISP, Time Warner, to date has refused to accept that the problems shown above are on their network. All calls to support have resulted in the same response, "we are seeing no dropped packets on our modem, this is entirely an internal problem."
Before I stick my neck out even further with the client and getting them involved with contacting their business account rep can you think of any reasons that this is not a TW problem. Can the Netvanta 3448 itself be starting to fail in some strange way? Other than going onsite, taking them offline and placing either a basic router in place for testing or plugging in a notebook for testing is there anything else you can think of doing to disprove it's the Netvanta? The game plan right now is to pull the 3448 and plug in a notebook using the static IP information and do the same basic tracert test. This will take the site down during business hours so whatever I do, do I need to make sure I get all the possible information I can get at that time. I do have an older, lower end Netvanta model (3200) that was at that site before but was pulled as the hardware couldn't support the amount of data we were pushing through the VPN which I can also put back in place I guess.