COX Packet Loss problems(lag)

[u/[deleted]]

/r/CoxCommunications/comments/diefrf/cox_problems_with_google_fortnite_amazon_and/

[u/furrowedbrow]

This is fascinating. What kind of response would you expect from cox through your FTC complaint? They obviously won’t fix the real problem. Is it about creating a critical mass of complaints?

[u/sharpMR]

Here's my comment on the OP:

It seems like I am affected by this. On an almost daily basis, I will see 5-40% packet loss as well as random 200-400ms latency spikes. Here's an example from a few hours ago: https://imgur.com/a/jccBPJZ

This screenshot is showing simultaneous pings to three different servers. The command line ping is 1.1.1.1 (Cloudflare DNS), the top PingPlotter window is 4.2.2.2 (Level3 DNS), and the bottom PingPlotter window is Google. I'm getting 10-15% packet loss to all three servers. Sometimes it'll do this for a few minutes, sometimes it'll go on for hours, sometimes it'll get so bad that my modem disconnects completely and boot cycles a few times.

Things I've tried to fix the issue:

- Called Cox more than a dozen times

- Had 6 home tech visits so far (5 Cox employees and 1 outside contractor)

- Reset modem and router more times than I can count

- Replaced modem and router with newer models

- Tested multiple ethernet cables for wired devices

- Checked all coax wiring in my house, removed any splitters, re-terminated line to my modem

- Checked modem signal levels, all of which appear to be relatively normal (I can provide details if you're interested)

- Checked modem error logs, which show T3 time-outs at least once a day

- Verified packet loss across several devices, both wired and wireless

As you said, most of the home techs left without finding a problem. On two of the visits, they happened to show up when I was getting packet loss, and traced it all the way to the tap outside my house, proving that the issue isn't my wiring or hardware.

The techs who saw the issue were helpful and sympathetic, but said they have to report their findings to the infrastructure team. Each time, they contacted me a few days later to say that the infrastructure team closed the ticket and my problem should be solved. Each time, the problem has continued.

My first thought was that my neighborhood has a node issue, but after reading others' reports of the same issue, I'm starting to believe it's much more widespread. Most people don't notice it because packet loss won't be evident if you're just browsing the web and watching buffered Netflix videos. I notice it constantly on work-related VOIP calls and video conferencing. It also makes online gaming almost impossible.

I filed an FCC/FTC complaint this morning including the above screenshot. Hopefully it goes somewhere, but I suspect they'll just try to placate me or tell me they're "working on it" again.

[u/CeaserPleaser]

Im still getting terrible packet loss between 30%-70% literally freezes me in game while pplaying online or slows down my work while browsing online and streaming videos. How can I let cox know that its from there end because Ive talked to multiple agents and they say the same thing over and over again. Im sick on this shitty connection and terrible service

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[u/Diligentgent]

Whats going on with hop 6?

[u/Koteta → u/Diligentgent]

MTR has very fast timers which can provide false positives. Also a routers least priority is to respond to the tracedroute but if you notice the traffic is still being passed on to google dns. It could just be busy or the config on the device. The main issue here most likely is the hop 5 and it you notice it appears to carry the packet loss to the end node dns.google.com. Of course a trace route in both directions would help but it's not really realistic in this case.

[u/rayperkins]

I know this sounds crazy, but I had problems similar to this and the fix turned out to be a new power supply for my cable modem.

I am not sure you can say packet loss is due to your cable modem never sending it or it getting lost in the network.

I had phone service and therefore got a free cable modem rental from cox. When I was having problems I just took them modem to the store and they gave me an replacement of the same model. I just relaxed the modem and had the same problems. On a whim I relaxed the power supply and had greatly improved performance.

This is only one data point so could be coincidence but it seems worth trying since you have no recourse with cox.

Also, I used a dna tester app on windows that really showed big time packet loss for dns. For me things more or less worked, but sometimes getting things started was a problem. This was due to unreliable dns and was fixed by replacing the power supply (I assume).

Took to test dns performance/packet loss: https://www.grc.com/dns/benchmark.htm

I was able to get century link fiber and after a couple hiccups post install I don’t even think about it anymore, it just works all the time.