Difficulty Accessing a Particular Site / Service

The signals being reported by the modem are pretty weak however the connection appears stable when I test from here.  You could try removing any extra splitters you may have on the coax cabling to see if there is improvement however when looking at the trace router you posted it's entirely possible this is not a network or Internet related problem.  There may also be benefit to opening a support ticket with the remote host to see if they have any suggestions.

I wouldn't focus on hop 4. The fact that the latency after that hop is good, and it's not responding to any ICMP traffic at all right now, make me think its some kind of ICMP deprioritization not related to your issue.

Instead, I would focus on hop 6. All three go through 50.97.16.52, which looks to belong to Softlayer out of Texas, though thats just Geo data, so take it with a grain of salt. The difference is the work trace first goes through 68.4.15.250(Cox IP) while the two home traces go through sanjbprj02-ae0.0.rd.sj.cox.net [68.1.5.186]. That also seems to be the biggest "real" jump in latency. My guess is the peering is different on the residential side vs the commercial and there is congestion at the peer on the resi side. Maybe something to do with routing through San Jose? See this map, though its probably out of date.

As in how to fix it...::cringe:: Thats tough. Your on the right track with opening a ticket with Cox, but realistically, your going to have a hard sell to get Cox to reroute traffic, or even re-negotiate bandwidth, with only one user reporting the problem. Keep this thread open and active with updates ::coughsqueekywheelcough:: and also open one up on DSLReports. If you can get data and reports from other users it will greatly strengthen your case. Good luck!

::Edit:: Also I found this thread on Softlayer's forum about a big upgrade that went down starting 2/6/14. Is that when you started having the issue?

Chris, How could the signal strength of my modem have anything to do with a connection 4 hops away? I don't believe it's a coincidence that another residential customer would have the same delays and timeouts when accessing the same site.  I believe the problem is in the ip68-4-11 subnet.

I have opened a support ticket with Cloudforge and they believe that it is a problem with Cox based on the trace routes I have provided.

How can I get someone knowledgeable about networking at Cox to take a look at this?

Here's another trace route from Portland, OR.  No issues at all.

C:\WINDOWS>tracert 50.97.102.243

Tracing route to 50.97.102.243-static.reverse.softlayer.com [50.97.102.243]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 10 ms 11 ms 73.91.96.1
3 10 ms 11 ms 7 ms xe-2-0-3-sur04.beaverton.or.bverton.comcast.net [68.85.149.169]
4 15 ms 19 ms 11 ms ae-52-0-ar03.troutdale.or.bverton.comcast.net [68.87.222.185]
5 19 ms 19 ms 19 ms he-2-3-0-0-11-cr01.seattle.wa.ibone.comcast.net [68.86.95.17]
6 16 ms 16 ms 19 ms be-11-pe03.seattle.wa.ibone.comcast.net [68.86.84.78]
7 16 ms 15 ms 16 ms as36351-1-c.seattle.wa.ibone.comcast.net [75.149.228.38]
8 41 ms 44 ms 43 ms ae0.bbr01.cs01.den01.networklayer.com [173.192.18.145]
9 76 ms 59 ms 60 ms ae12.bbr02.eq01.dal03.networklayer.com [173.192.18.138]
10 57 ms 57 ms 58 ms ae5.dar02.sr01.dal07.networklayer.com [173.192.18.181]
11 62 ms 61 ms 61 ms po2.fcr01.sr01.dal07.networklayer.com [50.22.118.133]
12 62 ms 59 ms 60 ms 50.97.102.243-static.reverse.softlayer.com [50.97.102.243]

Trace complete.

Did you see my post? I hope I brought some good data to the table.

As in who to contact, here is a good start. Also, like I said above, DSLR might help. Also, you might be able to leverage some of you Cox Business contacts to help out. Maybe open a ticket with them asking to discuss some traces you have. Be super nice and honest with them, and maybe they can get some extra eyeballs on the situation. Its worth a shot anyway. Worst they can do is say no.

Hi Health Edge,

Thank you for the reply!  I hadn't seen your post, yet, when I responded to Chris.  Yes, I think you did bring some good insight.

I've only been using Cloudforge for the last several weeks, so I can't say for sure when the problem started happening.  Connections are sometimes extremely slow, taking several minutes (like 5 to 10!) to just commit small applications (like 240KB, total), or even open the repo browser.

Originally, I just asked Cloudforge if this was a common problem, if their servers were just slow, but they said no.  That's when I investigated further and found that my friend in Mission Viejo also experiences slow service.

But we only seem to have this slow access with the Cloudforge service, and not other sites or services.

I've been working with Cloudforge to address this issue, but they believe it is out of their hands and isolated to Cox's network.  I'm doing additional testing with them from multiple locations, and I'll report back here what I find.  I'll also open a thread on DLSReports.  It would be interesting to see if other users in this area are experiencing the same slow access with Cloudforge.

Thank you!!

I don't see anything in your postings that shows a network issue of any kind.  Hop 4 is simply not responding to ICMP traffic but traffic clearly passes beyond that hop timely so we know there isn't a problem there.