Michael-MS
New Contributor III
Joined 6 years ago
User Profile
User Widgets
Contributions
Re: Cox throttling speeds to gaming servers? I think so.
Geo location is not always accurate. I got different locations for all those IPs, including the last one at Riot Games. The point of my post is that it’s an east coast server and he’s a dumb **** for complaining about 60 ping. A better method when Geo isn’t accurate is to do a global ping test. https://tools.keycdn.com/ping You can see the Riot server pings 17ms from New York and 50+ from California. It’s clearly an east coast and Cox routing to it is perfectly good.19Views0likes0CommentsRe: Cox throttling speeds to gaming servers? I think so.
60 ms to Chicago is fast my man. You’ll ping 20 to West coast servers. I’m in Las Vegas as well and Cox doesn’t have the best routing but it’s still good. The IP you are tracing is owned by Riot Games in CHICAGO. The “offending” IP owned by Cox72.215.224.162 is also located in Chicago. The jump in ping is the geographical travel from Nevada to Chicago.25Views1like2CommentsRe: Las Vegas Intermittent low speeds/loss (2 weeks)
I finally got a phone rep to contact the level 3 maintenance rep assigned to my ticket. He read the correspondence out loud to me as he received it. My home is at the end of the line from Helix Apartments. Any noise or interference coming from the complex is degrading my connection and causing 20-30% packet loss and low speeds. The noise on the line is being created by bad wiring in the apartments and maintenance team has yet to be able to track it down. So yes, Cox is not going to disconnect 100+ apartment to troubleshoot the problem that is only affecting 20+ single family homes. You ask if I’m being fair? Huh? My wiring and equipment is brand new, I’m not ruining anyone’s connection. Cox should absolutely do what it takes to fix my internet. It’s been 4 weeks. If another home has bad wiring then they should be fixed or shut down. If my house was the one causing the issue they would shut me down in a second. I think you didn’t think this through before you asked if I was being fair?4Views1like1CommentLas Vegas Maintenance ticket unresolved for 3 weeks!!!
3.5 Weeks later - My Issue has gotten 10x worse. Outages are EVERY 30 minutes for 20 minutes long. During the outage, sometimes the modem loses signal and lights go out. Other times the upload speed just sits at 1-2 mbps when it's usually 30 mbps upload. When I call into Cox, now it says 24-7 that my area is experiencing an outage. So I can't even schedule another tech visit because your techs can't schedule during an outage. My neighborhood is basically designated as BROKEN. You all need to ESCALATE THIS and get it FIXED !!!!!!!!! Out of the 7 techs sent to my property (in the past month), only 1 was a field tech specialist even though they were all requested to be supervisors. The field tech specialist created my Maintenance ticket. Maintenance found the problem (shows red on the node graphs every hour) but the ticket is still pending and the problem is persisting with no update for the past week. If they have found the problem, and isolated it to Helix Apartments at 1700 Alta then FIX IT. Turn off their internet until it's fixed. There's no reason my internet (I don't live in that complex, although we apparently share a node) should be down for 1 month straight because of bad connections in an old apartment complex. DO SOMETHING TO FIX THIS PLEASE. ESR # 000002916417625Views0likes1CommentRe: Las Vegas Intermittent low speeds/loss (2 weeks)
3.5 Weeks later - Issue has gotten 10x worse. Outages are every 30 minutes for 20 minutes long. During the outage, sometimes the modem loses signal and lights go out. Other times the upload speed just sits at 1-2 mbps when it's usually 30 mbps upload. When I call into Cox, now it says 24-7 that my area is experiencing an outage. So I can't even schedule another tech visit because your techs can't schedule ruing an outage. My neighborhood is basically designated as BROKEN. You all need to ESCALATE THIS and get it FIXED !!!!!!!!! Out of the 7 techs sent to my property (in the past month), only 1 was a field tech specialist even though they were all requested to be supervisors. The field tech specialist created my Maintenance ticket. Maintenance found the problem (shows red on the node graphs every hour) but the ticket is still pending and the problem is persisting with no update for the past week. If they have found the problem, and isolated it to Helix Apartments at 1700 Alta then FIX IT. Turn off their internet until it's fixed. There's no reason my internet (I don't live in that complex, although we apparently share a node) should be down for 1 month straight because of bad connections in an old apartment complex. DO SOMETHING TO FIX THIS PLEASE. ESR # 0000029164172Views0likes3CommentsRe: Las Vegas Intermittent low speeds/loss (2 weeks)
The Cox tech rep just left. Signals are fine. He is putting in a request to monitor the node for a week and scheduling me for a field tech specialist 1 week from today. So this problem is now going on its 3rd week. I provided a log of the outage times, printed out speed tests, etc. I hope this gets fixed sooner than his estimate. It should not have taken this long to begin the escalation process and now I am stuck waiting longer.0Views0likes0CommentsRe: Las Vegas Intermittent low speeds/loss (2 weeks)
I'm not even using a browser when this happens. I am losing connection on Streamlabs OBS, Discord, and whatever game I'm playing. This happens on two separate computers. The loss of internet is also visible on any device speed test during the outage time period. It's a problem at the node. I have been doing tech support for a living for 15 years so I'm familiar with all that can go wrong on a PC. Thank you for the advice though.3Views0likes0CommentsRe: Las Vegas Intermittent low speeds/loss (2 weeks)
Just to clarify, this problem has happened every day since 3/20/2019. It happens every hour, regardless of time of day. It happens for 5-10 minutes at a time. During that time, speed test upload speed drops to 0. Download speed is less noticeable and only drops to 20-60 mbps. This isn't a problem that most internet users would even notice so nobody is likely to report it and it could be affecting a lot of users and not just me. My roommate streams for a living so this is career breaking. For 10 minutes every hour, his stream basically cuts out for 10 minutes. The connection is so bad that OBS drops the connection sometimes and he has to reconnect. Other times it's just like 1 FPS. It's unwatchable. The upload bandwidth is basically 0 for 10 minutes out of every hour.4Views0likes3CommentsLas Vegas Intermittent low speeds/loss (2 weeks)
I have completely exhausted all troubleshooting and tech support. I desperately need this issue escalated to maintenance. There is something broken on my node or line. Please please, help me. TIMEFRAME: This problem started happening on 3/20/2019. Service cut out, lights on modem were flashing. I called in and there was notification that my area was experiencing an outage. I hung up and waited. Service came back 30 minutes later and since then I have been having this problem. THE PROBLEM: At least once per hour, every hour, for the past two weeks internet service slows down to a crawl. I never lose signal, modem stays online, but speed test shows 20-60 Megabits/s down and only 0.05-2 Megabits/s upload. My normal speed test is 350 mbps down and 30 mbps up without fail. There's literally 3 lines on my box in an elderly neighborhood and there's no congestion. The node is never ever congested. I, however, stream to Twitch at 4 mbps. My room mate also streams to Twitch at 4 mbps on the same account. We have the Ultimate plan with unlimited bandwidth. This is a 4kbps upload stream for 12 hours straight. So when this problem happens, the stream cuts off, you see maybe 1 fps on the live feed and Streamlabs OBS reports 90-100% packet loss. Over the course of a day, the average packet loss is 10% because this problem happens for literally 10 minutes every hour. The other 50 minutes, there is 0% packet loss and speeds are perfect. This problem is visible in gaming (Fortnite), Twitch, Discord, speed tests to Cox, Century link, google fiber etc. It is also visible by Cox tech support, who has documented up to 20% packet loss (simple ping timeouts) to my modem during one of my phone calls. If they are pinging my modem and timing out then there is an issue!!!! I am paying $150+ a month for this service and there is an intermittent problem that is constantly happening. All my PC's are hard wired, however, the speed test drops are evident on every device (even testing on phone wifi during the outage period). This problem happens when 1 PC is streaming, 2 PCs are streaming, or 0 PCs are streaming. My signal strength is perfect. I have had 2 tech visits in the past week and have another scheduled for tomorrow. The first tech setup something called "home view" and never got back to me or escalated. The second tech was a Cox in-house rep and he documented the issue and escalated the ticket. The ticket now shows that it was closed "because there were not enough tech visits to escalate it". I have texted this tech numerous times and he has reassured me it was escalated but I haven't gotten a response from anyone other than him. He also said that he would put me in touch with a "field tech specialist" but I have no idea what that means. He also keeps asking me questions that infer that the problem is on my end or on my PC. In addition, I have tried the following steps to fix this. I have connected my modem directly to my PC and only played Fortnite without streaming. So there was no data usage besides my PC playing Fortnite. As soon as Fortnite displayed 10-15% packet loss spikes and Red X connection, I ran a speed test and recorded the same low numbers of basically no upload bandwidth. This problem persisted for 10 minutes, then connection was perfect for the rest of the hour, then repeated. Again, this was with 1 PC directly connected to the modem and no streaming involved. Additionally, I also replaced the 3 month only CM600 modem with a brand new CM500 modem. For the record, on the modem status page, both modems only use 4 channels locked upstream so for a 300 up/30 down connection, a 24x8 modem has no advantage over a 16x4 modem. Both modems achieve the same max speed on Cox's Ultimate plan. Changing the modem, cleared up the problem for about 3 hours then the packet loss came back and ultimately the dead internet outages of 10 minutes returned. Before changing modem, the problem happened at the top of the hour. Since changing the modem, the pattern is less predictable but still occurs at 60 minute intervals depending on when the modem was last reset. Here is a list of times the service was unusuable for one day (early morning on Tuesday April 2nd): 11:24-11:25 pm 12:08-12:23 am 1:21-1:26 AM 2:15-2:21 AM 3 AM ish outage missed the exact times 4:01-4:10 AM 5:01-5:11 AM 6:12 AM - WENT TO SLEEP Here is an earlier documentation of outages on Friday March 29th: Friday PM 8:58-9:08 10:02-10:12 11:03-11:10 1:02AM-1:10 2:00AM-2:10 3:57- started again, went to sleep After not receiving any help or resolutions I have tried further tests to fix this. I split my line on 4/3/2019 with a splitter and setup both modems at the same time. I have the CM600 on one line and the CM500 on the other line. The CM500 goes to my roommates PC and the CM600 goes to my router then to my PC. Both modems are on the Cox Preferred plan currently just to test this. On this setup, when one modem starts packet loss and slow speeds, the other modem experiences the exact same issue. I'm 100% certain this last test rules out any outside issues. Both modems are crapping out on speed tests at exactly the same 5-10 minute intervals. This rules out a DDOS attack, a PC problem, a router problem, a modem problem, or basically anything past the point of the line to my house. The last tech also installed a brand new line from the pole to my house. So the issue is somewhere beyond the pole. (HINT, check your node and not my house) What do I have to do to get this issue escalated? I emailed my personal details tocox.help@cox.com with a link to this post as reference. Thank You, Michael Schulz3.9KViews1like9CommentsRe: Las Vegas - Severe Upload Packet Loss
Still getting 2% average packet loss on Fortnite, Twitch, and Discord. Both are on AWS WEST. COX are you really unable to fix this? I have Century Link installed last week and there is 0% loss. This is YOUR PROBLEM with YOUR CONNECTION to AWS. This is NOT the consumer's responsibility to contact AWS. You are my INTERNET SERVICE PROVIDER and it is your RESPONSIBILITY to troubleshoot the connection to the #1 GAME, the #1 STREAMING SERVICE and the #1 VOICE APP. FIX YOUR ROUTE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!0Views2likes0Comments