To perform diagnostics, it is necessary to test your server with MTR using 1,000 packets.
This operation must be performed by the user who detected connectivity problems.
In the window, you will see the number of hosts that packets go through, as well as the loss ratio.
Contact the support and provide them with these data.
Note that to complete the picture, it is necessary to test the connection with MTR in both directions—from the client to the server and vice versa.
Windows
You can download WinMTR: http://winmtr.net/
Enter your server's IP address and wait until 1,000 packets have been sent.
Linux
Debian: apt-get install mtr.
CentOS: yum install mtr
To run the utility:
mtr -t -r -c 1000 server_IP