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jss37028's avatar
jss37028
New Contributor
6 years ago

Spikes in latency (and packet loss, I think?)

I've talked to tech support a few times now about this issue and they are finally sending a tech out on Friday morning, but I don't know the right questions to ask in order to get my issue resolved.  I'm hoping I can find some help here.  Basically, about 10 days ago, I started experiencing horrible lag while gaming online.  My husband and I play LoL almost daily and we have never had an issue like this before.  We both play wirelessly and always have.  All of the devices in our house are the same, no major storms, etc that should have caused an issue. 

Usually we see a consistent 43ms when actively in a match, but not we are seeing multiple spikes of 500+ to the point of 5-7 disconnects per match.  We had, and I say had because tech support convinced us to upgrade now twice since Monday, Premier 150 mbps service (we were grandfathered as that is no longer offered).  First, we were told that our modem was the cause for the packet loss and high latency.  So, we self-installed the new panoramic modem Cox mailed us today and while we are no longer disconnecting mid-match, we are still seeing 300+ms spikes throughout our matches which is causing some pretty inconvenient lagging.  After speaking with Cox tech support again tonight, we upgraded to the 300 mbps as they said this should fix this issue.  Not fixed..... :(  We contacted LoL and Riot Games tech support and they have determined the issue lies solely with our ISP, Cox. 

So here we are with a more expensive bill than before, new (more expensive) equipment, and still a sub-par connection in comparison to two weeks ago.  Can anyone offer advice?  Cox tech guys don't see any issue when they trouble shoot over the phone... 

I don't know if this is helpful, but this is from PingPlotter.  

Target Name: www.google.com
IP: 2607:f8b0:4007:801::2004
Date/Time: 02/20/2019 22:18:42 - 02/20/2019 22:28:42

Hop Sent PL% Min Max Avg Host Name / [IP]
1 237 0 10.41 482.25 66.50 2600:8805:4900:49ff:ffff::1111 [2600:8805:4900:49ff:ffff::1111]
2 237 2 10.45 395.25 54.16 2600:8805:4900:49ff:ffff::1111 [2600:8805:4900:49ff:ffff::1111]
3 237 2 10.96 78.02 15.09 2001:578:2401:0:4::4 [2001:578:2401:0:4::4]
4 237 3 11.03 49.94 16.25 2001:578:2401:0:4::c [2001:578:2401:0:4::c]
5 118 8 15.86 92.08 21.80 2001:578:1:0:172:17:249:49 [2001:578:1:0:172:17:249:49]
6 118 8 37.86 65.76 42.15 2001:4860:1:1::d22 [2001:4860:1:1::d22]
7 118 14 34.08 126.22 42.41 2607:f8b0:8271::1 [2607:f8b0:8271::1]
8 118 31 38.17 114.65 42.21 2001:4860:0:1::201e [2001:4860:0:1::201e]
9 116 41 32.48 64.18 41.64 2001:4860:0:eae::10 [2001:4860:0:eae::10]
10 114 55 38.12 54.07 42.21 2001:4860::c:4000:d388 [2001:4860::c:4000:d388]
11 117 56 31.56 86.57 45.34 2001:4860::c:4000:d29f [2001:4860::c:4000:d29f]
12 98 62 48.20 139.98 58.91 2001:4860::8:0:ca26 [2001:4860::8:0:ca26]
13 116 72 56.64 90.64 63.53 2001:4860::c:4000:d20a [2001:4860::c:4000:d20a]
14 116 53 83.21 152.78 97.18 2001:4860::c:4000:de3d [2001:4860::c:4000:de3d]
15 105 80 86.25 148.22 95.27 2001:4860::1:0:c432 [2001:4860::1:0:c432]
16 117 76 83.84 203.93 90.19 2001:4860:0:110d::1 [2001:4860:0:110d::1]
17 117 74 82.78 107.98 86.41 2001:4860:0:1::e63 [2001:4860:0:1::e63]
18 237 0 79.94 171.35 84.28 www.google.com [2607:f8b0:4007:801::2004]

5 Replies

  • Michael_Evancoe's avatar
    Michael_Evancoe
    New Contributor III

    Have the same issues.  Using PingPlotter as well, very difficult to identify where the packets are being lost...

    You might want to switch to UDP packets, I believe that's what games use.

  • Giganavi's avatar
    Giganavi
    New Contributor

    I had similar issues with a wireless connection for an at home job. I dislike wired connections but I figured if I was going to be in the same spot anways, might as well do it to aleviate any issues moving forward.

  • EricaW's avatar
    EricaW
    Former Moderator
    Hi, Jss37028


    Please also be sure to share the trace route run to the game server in question, to compare it to the one for Google. Because you are using a Pano modem you will also have access to the included link where you can see if any other devices are behaving any differently or even causing trouble, at the times you need your primary device(s) to be at the optimum performance level. www.cox.com/.../my-wifi.html

    -Erica
    Cox Support Forums Moderator
  • jss37028's avatar
    jss37028
    New Contributor

    The services tech was just here and says it appears that my issue originates at the "pole." So wired or wireless I would still have similar problems.  I no longer have a computer which has an ethernet port and haven't had a need for an adapter prior to this.

    The reason I ended up showing google was because of the issue becoming prominent in normal use, for instance checking my email, trying to watch Hulu etc.  My Amazon devices were even losing connection at times.  

    Anyway, hopefully this will be resolved soon! I am hopeful since the service tech seemed to understand eons more than the tech support reps I had been speaking with.  He said he is creating an ESR? ticket to have the "pole" evaluated.