How to explain to the provider the situation with my Internet?

Question

Computer networks

The situation is this: when I play online games (it doesn’t matter which one), everything can freeze abruptly for a while (not jerking, but a complete freeze), then it crashes with a timed out error. But the Internet is still there, you can connect to the server back. In the console at this time, if you're lucky, it writes something about the packages: either they came but late, or they didn't reach at all (I don't remember exactly).
And now I have a question how to normally explain to the provider that he has problems with these packages. After all, they love to answer: There is a connection, sites are opening. What problems?
Ps Definitely not my problem, because many complain about lags and crashes from this provider.
By the way, add. question: if the provider is so unstable that it crashes almost every day, do they save on equipment or on employees?

Answer 1

The first step is to connect directly. Perhaps this is the NAT jamb of your router. UDP is a protocol, by and large, stateless. Namely, it is used for voice communication and in games. The router can stupidly nail state in its NAT by timeout, and then the server's responses simply will not reach your computer - the router will drop them, since the allowing rule (state) has been nailed.

Answer 2

And now I have a question how to normally explain to the provider that he has problems with these packages. After all, they love to answer: There is a connection, sites are opening. What problems?

Read carefully the contract for the provision of data transmission services by electric networks (that is, with the provider). There will be a clause that it is not responsible for your problems with any site or other server outside their internal network (that is, with their DNS, personal account, etc.).
Change provider.

Answer 3

Connect not directly, but through a proxy/VPN.
That will allow you to isolate yourself from some of the problems.
And then it turns out that it's not the provider at all, but the game server or your computer / router
;)

Answer 4

Show tracert logs.
But it's unlikely to help. Given that there have already been complaints from other users. If they could/wanted to solve this problem, they would have already solved it.

Answer 5

Using the PingPlotter program, check the routes to the game servers, if it turns out that the packets are lost on the provider's nodes - show him the logs

Answer 6

Let me guess, the provider is Rostelecom, and the breaks occur once a day around 9 pm?
I have this often. Connected via adsl. I think something related to the duration of the session (hello Anton Uralsky).

Answer 7

You need to pay attention to the router, maybe it sags at the peak of the load.
The easiest way is to watch the breakage of pings at the time of problems. If they are, then this is definitely a provider.
If the provider says that they say I don’t know anything, everything is OK with me. The way they wrote above to change it