I'm going to be brief, only because I'm losing all faith and patience that you have retained any technically trained staff... please please please someone prove me wrong.
About two weeks ago now, someone did "something" to your network around the Staverton (Gloucestershire) POP. Our DOCSIS line was fitted ( new-build ) last year and has scarely dropped a single packet since. Last two weeks:- intermittant ICMP loss from the infrastructure around us.
I can't easily repeat the issue, it doesn't seem to be predictable, but it results in total packet loss for upto about 10 seconds at a time. The fun thing is that, bits of your kit drop out at different times. Incidentally, I had an engineer come and change the DOCSIS modem on Saturday ( lord knows why exactly )... and line test shows no adverse line characteristics.
Attached are two screengrabs of the problem. A picture paints a thousand words after all. Being somewhat technically competent, my guess would be a routing loop or link-flapping. I can't store traceroutes to figure out where the new path goes... and most of your kit doesn't respond to ICMP anyway. If someone wants to get in touch I'm more than happy to try and help diagnose further.
As an aside... the "Customer Support" line have booked another engineer for Saturday 8th April. Promising me that "the problem would be sorted". Someone really needs to get a handle on those crazy dudes... Cause they're doing your company untold reputational damage.
For Ref:- the current traceroute path ( differs from when I took it before ):-
# traceroute 220.127.116.11 traceroute to 18.104.22.168 (22.214.171.124), 30 hops max, 60 byte packets 1 routera (172.16.0.1) 4.363 ms 4.883 ms 6.227 ms 2 * * * 3 aztw-core-2b-xe-133-0.network.virginmedia.net (126.96.36.199) 54.411 ms 54.896 ms 55.625 ms 4 * * * 5 * * * 6 eislou2-ic-3-ae0-0.network.virginmedia.net (188.8.131.52) 117.496 ms 52.584 ms 54.933 ms 7 m426-mp2.cvx3-a.ltn.dial.ntli.net (184.108.40.206) 50.051 ms 50.568 ms 51.132 ms 8 220.127.116.11 (18.104.22.168) 49.954 ms 22.214.171.124 (126.96.36.199) 26.207 ms 188.8.131.52 (184.108.40.206) 27.669 ms 9 220.127.116.11 (18.104.22.168) 27.728 ms 22.214.171.124 (126.96.36.199) 37.410 ms 188.8.131.52 (184.108.40.206) 35.695 ms 10 google-public-dns-a.google.com (220.127.116.11) 31.611 ms 33.147 ms 30.277 ms
Finally managed to get a network-equipment failure reference number from someone, anyone else affected in the GL3 area, it doesn't appear to be showing as a "problem" on their service-status-checker:- F005213156. ETA fix 10 Apr 2017 10:00AM.
Just checking in with the daily train wreck of a ping response from 18.104.22.168.
As a funny aside, I couldn't help but include this hilarious little GEM of an error message that was display from their website during one of the packet-dropp-a-thons.... oh the irony. It's OK though:- still "NOTHING WRONG" according to V.M.
We experiencing the same problem I've gone from at least 140m/s download and 80m/s upload to 50m/s download and anything from 1m/s to 8m/s upload big drop and it cuts out a lot at random times, I will be phoning soon, we pay a lot of money for an inefficient service.