1 . Have you checked for packet loss ? Even a slow connection that ' s working properly shouldn ' t see much if any packet loss . 1 . Have you tried running a This could help narrow down the high pings . 1 . Are you testing speeds on a wired ethernet connection ? 1 . Have you tested a known good modem andor router ? In my case , hop 1 is the connection from my computer to my router , while hop 2 is the connection between my router and modem one of them is blocking the tracert , so that hop doesn ' t return any information . The rest of the trace looks pretty standard , except that one node which has high pings on every attempt I make . If I were getting horrible pings like yours , but with these traceroute results , I would immediately suspect a faulty modem since the rest of the connection looks fine . Also , keep in mind the traceroute will not be representative of the total latency of your connection if it was , my pingtest wouldn ' t be nearly this good . I ' ve seen similar poor performance before slow download , no upload , horrible pings and it was ultimately a wireless network card going bad . Modems sometimes also can go bad while seeming to function normally had one that was dropping packets , and replacing it can resolve the problem . If you ' ve tried all of the above , all you can do is keep calling Suddenlink until they send a line tech out to check the line quality . with the typical oversaturation of the node and end of the loop BSAn oversaturated node at the end of the loop means network speeds will generally be slower than advertised no matter what you try , but they would vary based on how many other people on the local node are using the internet . What you describe certainly does not sound like normal operation , even for an oversaturated node . As for FCC regulations , those are strictly related to whether companies are allowed to market a connection as broadband . If all possible solutions fall through , and the package your parents have is described as broadband , log a complaint with the FCC that your broadband package is not providing true broadband service , and hope the problem gets resolved eventually .