Escalate support case 45445531 supervisor rax4200

What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?

Any Wifi Neighbors near by? If so, how many

Is this packet loss seen over ethernet and wireless? 

Try using pingplotter.com with a wired PC connected directly to the ISP modem or ONT. Then test with the router in the middle. 

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Bibyd21 wrote:
Rax4200
Case 45445531
Can anyone reach out to assist me? I upgraded from a nighthawk 6700v3 to a new rax4200 2 days ago and I have been experiencing 10-20% or higher packet loss since instalation. Packet loss is only on wifi and primarily with upload. After waiting 80 minutes on hold, I was connected to an agent to troubleshoot. I stated the issue was packet loss (repeatedly) but he didn't seem to understand the issue at all.

This agent spoke over me and cut me off every time I tried to speak and insisted I change to channel x. I explained xyz channels were in use all around and explained that we want a less saturated channel. I was again cut off and spoken over again and again.

I stated that the agent didn't seem to understand the issue and was being rude, and asked if I could speak to tier 2. I was told "no. I'm helping you" before he continued yelling instructions and then hung up on me. I'd rather not wait another 80 minutes to speak to someone for 5 minutes and be disconnected.

I'm a fairly technical person but I've been unable to resolve this myself.
I have updated firmware, reset factory default and verified up to date.
I am not using qos (no option for upload only?), port forwarding, ddos protection (randomly identifying voip traffic as ddos and dropping), smart connect, OFDMA, OR 20/40 mhz coexistence. Sip alg, and guest network are also disabled, nat secured and mtu of 1500, and no VPN. This a single modem and this rax4200 router (on router mode) on a very basic home network in a small apartment. I Am testing while in site of the router to mitigate interference.
I am using 5ghz with ax, mu-mimo, beamforming, upnp, long preamble, transmit power 100%, with armor enabled. I had to change wireless mode from up to 3600 to up to 1800 so I could use the upper channels (lower channels very saturated) and am now on channel 161 with -28dbm. Using wpa2 AES.
I am able to get 800mb down/50 up wireless which is amazing, but packet loss is still an issue for gaming and voip. Only 2 devices are connected for troubleshooting (wireless ac PC, and note 10 plus AX)

I'm not a network tech and I'm definitely not an expert. Please me know what additional information would help. I'm not at home now but I can grab logs, provide traceroute, ping tests etc. I know this isn't a lot to go on but I'd appreciate any advice on where to go from here. I'm incredibly frustrated with the lack of support received, and I don't understand why this became an issue immediately after installing the new model.

Please forgive typos and grammar...I have big fingers and my phone hates me.

I've never posted on a community board so please don't yell at me. If I've posted something incorrectly, please let me know and I will correct it.

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