Forum Discussion

ebisha's avatar
New Contributor
4 years ago


I recently started working remote from home. I have to connect to my companies remote server on my pc at home. I work most of my day talking on the phone through the remote server with clients. I am having issues where my voice on the phone is choppy and clients cannot hear me. I contacted my tech team at work and they ran at tracert test and said one of my hops is timing out. they said to contact my ISP which is COX to fix this but no one at COX seems to be able to know how to fix this issue when I call. I even had a tech come out to look at it.

does anyone know how to fix this issue? please help!

this is how the traceroute is coming back as. as you can line 6 and 7 are timing out. 


Tracing route to []
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms
2 9 ms 8 ms 7 ms
3 12 ms 15 ms 13 ms
4 10 ms 11 ms 15 ms
5 25 ms 27 ms 19 ms
6 * * * Request timed out.
7 * * * Request timed out.
8 109 ms 87 ms 86 ms []
9 81 ms 89 ms 83 ms []
10 * 82 ms * []
11 81 ms 85 ms 80 ms []
12 82 ms 80 ms 94 ms []
13 73 ms 65 ms 65 ms []
14 67 ms 65 ms 70 ms []
15 65 ms 71 ms 68 ms []
16 66 ms 77 ms 65 ms

Trace complete.

5 Replies

  • ChrisL's avatar
    Former Moderator
    So what you're seeing here is a classic example of ICMP de-prioritization. Hops 6 and 7 appear to be timing out in this result however we know this is not actually the case as how you're getting responses after hop 7. If hops 6 and 7 were not functioning you would not have a way to reach hops 8 and beyond.

    My suggestion for starters would be to try signing into your account with a wired connection and doing a few speed tests there to get a good baseline for where your speeds currently are in relation to your subscribed package.

    • ebisha's avatar
      New Contributor

      could this break in hop cause loss in connection when it comes to VOIP? my speeds are fine they are like 600mbps and my uploads are 30mbps. im just having issues when talking on the phone through VOIP

      • Bruce's avatar
        Honored Contributor III

        It's not a break.  The edge routers know the destination for your ping, are forwarding the ping into the Internet but just aren't responding to you.  An administrator probably configured the router to not reply to every ping.  It's like Chris wrote:  an administrator de-prioritized ping messages (ICMP).

        Have you tried to reboot or reset your telephone modem?  Are you using a VPN?  If so, have you used your phone without the VPN?