Packet loss and high latency despite excellent speed (Internet-Box 3)

Cynthion

Hi everyone,

I’m experiencing persistent network issues that mainly affect real-time applications (e.g. online gaming), and I’m trying to understand whether this is a router or line issue.

—

Problem Description

Frequent disconnects and connection “freezes”
Very high latency to application servers (~600 ms “world latency”)
Normal base latency (~50 ms “home latency”)
Applications sometimes hang and require restart

—

Setup

ISP: Swisscom
Router: Internet-Box 3
Connection: Wired Ethernet (no WiFi)
Speed: ~677 Mbps down / ~150 Mbps up

—

Tests Performed

Bufferbloat Test

Result: Grade A
Minimal latency increase under load
→ No congestion or bandwidth issue

—

WinMTR Test (to eu.actual.battle.net)

Key observation:

Packet loss starts at the first hop (internetbox.home)
Packet loss continues across all hops
Measured packet loss: ~13–20%

Example:
internetbox.home → ~15% packet loss first ISP hops → packet loss continues later hops → still present

—

Technical Interpretation

Since packet loss begins at the first hop (router) and propagates through the route, this suggests:

a potential issue with the router (Internet-Box 3), or
instability between the router and the ISP network

Important:
This is not a bandwidth/speed issue, but a packet loss / stability issue, which severely impacts real-time traffic.

—

What I Already Tried

Restarted the router
Verified wired connection (no WiFi involved)
No VPN or heavy background traffic
Issue is consistently reproducible

—

Impact

Frequent disconnects
High latency spikes
Real-time applications (gaming, VoIP) unreliable

—

Question

Has anyone experienced similar issues with the Internet-Box 3 or Swisscom?

Especially:

Packet loss starting at the first hop
Issues despite excellent speed
Possible fixes (router replacement, settings, etc.)

—

Important Note

Support tends to focus on speed tests, but:

👉 The key issue is packet loss (~15%) already at the first hop (WinMTR)

—

Thanks in advance for any insights!

WalterB

Cynthion

Das sieht so aus mit dem Schnelltest wo @Lori-77 erwähnt.

JuanG

Cynthion Konntest du zwischenzeitlich eine Lösung für dein Anliegen finden, falls ja, welche? Lass uns gerne daran teilhaben. So können alle User bestmöglich davon profitieren. Falls nicht, könntest du dein Anliegen genauer beschreiben und uns weitere Informationen zukommen lassen? Danke für deine Rückmeldung und liebe Grüsse, JuanG

Lori-77

Hallo

Hast du den Testbauch gemacht mit nur 1 Lankabel welches direkt zu deinem Game PC ging?

Nur 1 Gerät Online.

Sonst gebe mal im Browser 192.168.1.1 ein und drücke dann auf den ersten grünen Hacken und Poste die Werte hier.

Besten Dank

Gruss Lorenz

Cynthion

Thank you all for your input!

I connected the PC directly to the router and the package loss seemed to vanish. I put back all cables and hardware in between step by step and checked. It seems, my Netgear Switch (netgear prosafe gs108e v3) seems to be the issue.

My setup:
Internet -> Router -> Cable -> Wall -> Cable -> Switch -> Cable -> PC

The switch has 8 ports and also has other devices connected. There is no loop.

After a factory reset of the Switch, it seemed to be fined at first. Even when re-attaching all the other ports.

However, after some hours, the package loss starts to happen again. I’m trying a firmware update right now and hope it was a bug that has been fixed. If not, I guess I need to buy another switch.

For the record, I will attach the screenshot I took from the router.

Do any of you have other ideas or recommendations on what could be the issue?
Is it normal for a switch, to just happen to start loosing packages?
Any recommendations for a better switch maybe?

Thank you for your help!

Lori-77

Cynthion

Ich hatte vor x Jahren auch mal einen Switch von Netgear, der hat auch immer wieder für komische Probleme gesorgt.

Ich hatte dann der Netgear Swtich dann aus dem System genommen. Und dann einen von einer anderen Mark gekauft und hatte ruhe danach.

Gruss Lorenz

HP

Cynthion

Du hast hervorragende Messwerte an deinem Router, eine solche Bandbreite habe ich noch nie an einem Kupferanschluss gesehen.

Lori-77

Doch doch die gibt es, dann ist der MCan im Gebäude wo der Kunde wohnt und der Elektriker hat Top Arbeit geleistet in der Zuleitung.

Aber viel höher geht es wirklich nicht mehr.

Gruss Lorenz