Quick answer: Open a ticket (or email [email protected]) with: your service ID and IP, the source IP you test from, exact timestamps with timezone, MTR reports in both directions and speed-test outputs where relevant. Complete evidence usually turns a multi-day back-and-forth into a same-day answer.
Overview
Network diagnostics is triangulation: our team correlates your measurements with router graphs and upstream data at the given moment. Missing timestamps or a missing return-path MTR are the two things that most often stall a ticket, because intermittent issues can't be checked "in general" — only at specific times.
Before you start
- Reproduce the problem at least twice and note the exact times (with timezone!).
- Gather outputs as text, not screenshots, wherever possible.
Step-by-step guide
- Collect the basics: service ID (Client Area), server IP, your public source IP (
curl -4 ifconfig.me). - Forward MTR (from you to the server):
mtr -rwbc 100 SERVER_IP— see the MTR guide. - Reverse MTR (from the server to you):
mtr -rwbc 100 YOUR_IP. - Add speed evidence if it's a throughput issue: iperf3/wget outputs with endpoints and times.
- Describe the impact: "SSH freezes every few minutes since 14:00 EET", "downloads dropped from ~900 to ~50 Mbps on 2026-07-15 evening" — patterns matter.
- Open the ticket with everything attached; keep testing access available in case we ask for a follow-up run.
Common issues
- "Internet is slow, fix it" — with no IPs, times or measurements nothing can be checked; the first reply will just ask for this list.
- Screenshots of terminal text — paste text; it's searchable and diffable.
- Testing from behind VPNs/proxies — they change the path entirely; test the direct route, or say explicitly a VPN is involved.
When to contact support
Any suspected network-side problem: persistent end-to-end loss, routing anomalies, throughput far below port speed with an idle server, unreachable assigned IPs. For emergencies, a ticket is still the fastest tracked path.
Frequently asked questions
What makes a network ticket fast to resolve?
Service ID and IP, your source IP, exact timestamps with timezone, MTR reports both directions and speed tests where relevant — all as text.
Why are timestamps so important?
Intermittent issues are checked against router graphs and upstream data at specific moments; without times there is nothing to correlate.
Should I send screenshots?
Prefer plain text output — it is searchable, diffable and easier to pass to upstream carriers when needed.
Related articles
- How to check traceroute / MTR
- How to troubleshoot packet loss
- How to troubleshoot slow network speed
- How to contact Cloud2Y support
Need a hand? Contact Cloud2Y support →
