Using my router's built-in Ping diagnostic, I can ping sites and get times <100ms routinely. Using my laptop, or any other device, wired or wireless, I first receive a bunch of Request Timeout messages, followed by times that are crazy slow.

From the router:

PING google.com (172.217.8.206): 56 data bytes
56 bytes from 172.217.8.206: icmp_seq=0 ttl=58 time=63.2 ms
56 bytes from 172.217.8.206: icmp_seq=1 ttl=58 time=58.8 ms
56 bytes from 172.217.8.206: icmp_seq=2 ttl=58 time=58.8 ms
56 bytes from 172.217.8.206: icmp_seq=3 ttl=58 time=61.3 ms
--- google.com ping statistics ---
4 packets transmitted, 4 packets received, 0% packet loss
round-trip min/avg/max = 58.8/60.5/63.2 ms

But from my laptop I either get 100% packet loss or something like this:

PING google.com (172.217.8.206): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8
64 bytes from 172.217.8.206: icmp_seq=0 ttl=57 time=9137.265 ms
64 bytes from 172.217.8.206: icmp_seq=1 ttl=57 time=8144.223 ms
64 bytes from 172.217.8.206: icmp_seq=2 ttl=57 time=7148.255 ms
64 bytes from 172.217.8.206: icmp_seq=3 ttl=57 time=6155.498 ms
64 bytes from 172.217.8.206: icmp_seq=4 ttl=57 time=5154.403 ms
64 bytes from 172.217.8.206: icmp_seq=5 ttl=57 time=4159.088 ms
64 bytes from 172.217.8.206: icmp_seq=6 ttl=57 time=3154.789 ms
64 bytes from 172.217.8.206: icmp_seq=7 ttl=57 time=2154.433 ms
64 bytes from 172.217.8.206: icmp_seq=8 ttl=57 time=1152.531 ms
64 bytes from 172.217.8.206: icmp_seq=9 ttl=57 time=148.078 ms
--- google.com ping statistics ---
10 packets transmitted, 10 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 148.078/4650.856/9137.265/2868.997 ms

I have tried dozens of different websites, both commercial and hobbyist, and the ping results are the same. I can browse web pages OK, but other services such as ssh and Remote Desktop are often either completely unavailable or unusably laggy.

If I change networks by connecting through my phone's hotspot the problem disappears immediately. My phone network provider is different than my ISP.

My ISP says their network is working fine and won't do anything else to help. The router is a Zyxel VSG1432. There are no firewall or other restrictions on the connection. I've tried restoring the router to factory settings with no change in functionality. I've tried connecting to a VPN and that didn't help either.

The main reason to correct this is the Microsoft Remote Desktop issue–we need to be able to use this software from this location but it keeps disconnecting and lagging and the person hosting the server suggested that this latency issue could be the culprit.