Escalating T3's

So....who helps the helpers? 

Packet loss is no longer occurring. I called yesterday and they said they were seeing about 50 T3's a day. My modem logs don't capture all the events though. Looking at my logs, I don't see any in the last 24 hours. I have the cell phone number of a Tech lead, but I wanted to collect as much data as possible before contacting him. Maybe I will wait a couple more days and see if this holds.

The main issue I am having is latency spikes from the T3's which cause problems when I am saturating the bandwidth. The T3's happen no matter what, but my network is flexible enough to not be effected unless it's under heavy load. It also effects latency in some online gaming I do. The problem is a lot better now, but it's been a ongoing process for several months, each trouble call getting a little closer to perfection. 

What I was looking for is input on how to get a in touch with Cox's CLI team to scan for RF noise. I think the noise has always been there, but there weren't "leaks" until the storm a couple months ago. Cox is trying their best to fix the leaks, but I think the best solution is to find the source of the noise. Would a FCC request help? I don't want make trouble, but I also know what I am asking is expensive. Thoughts?

::Edit:: Oh! And thanks for the post! <3  

Problem is still going. 4 months now. I am not letting my technology incompetent mother deal with it. Maybe if she screams at them some things will get done. I have given her all my Cox contact numbers. Have fun with that Cox.

DerrickW said:
We can schedule a tech appointment for you

I have a TC. Not because I think it will help the problem, but because it will cost Cox money. Every time I get one sent out here he is a contractor. 

DerrickW said:
 It may need to be escalated to our maintenance team since it's been ongoing for so long.

It has been escalated to maintenance. Thus the UNO tickets. Maintenance does not care. The problem is at pole 4 at 41.387337, -71.612963. I have pretty much given up on Cox and their incompetence. I am in the process of contacting my neighbors and we may take the issue into our own hands. I won't be calling Cox anymore though. It seems I am too nice.

Worst then ever tonight. Bypassed router and have it direct to SB6180. No weather at all. Perfectly clear night, not even wind.

Cox Speed Test

Download Speed: 26583 kbps (3322.9 KB/sec transfer rate)
Upload Speed: 397 kbps (49.6 KB/sec transfer rate)
Latency: 78 ms
Jitter: 3 ms
11/4/2015, 12:48:58 AM

Ping to first hop. 

Ping statistics for 10.2.48.1:
Packets: Sent = 50, Received = 44, Lost = 6 (12% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 22ms, Average = 7ms

So I think the amp mentioned in previous post is where ingress is coming in. I think the source of ingress is a 300' ATT tower within a mile of me. See here for info on tower. Seems to be broadcasting Edge in the 850Mhz range. With that data, I have filed a complaint with the FCC to request a CLI team to be dispatch to scan for ingress. FCC Ticket No. 632081

TiffanyR said:
Please let us know the results of this appointment. 

Oh trust me, I will.  I got a confirmation from the FCC;

"Your Ticket No. 632081 was served on Cox Communications on Nov 4 for its review and response."

Now Cox has up to 30 days to respond by mail. The issue occurred again tonight from around 12:30a to 1:30a. 10-20% packet loss. After that the packet loss dropped to 1-3% but I still had 50-60ms latency spikes from the modem to CMTS. I have been walking every night at this time too, just to see if any Cox trucks are out. I could not see any in a 3 block area around my house. I thought maybe Cox was working on it since that is around maintenance time, but it appears not. 

ChrisL said:
@Tecknowhelp

I would actually agree that a 45 tx is more desirable than a 37.  Think of it like a stereo for example.  The louder the volume is the easier it is to hear the sound, at least to the point that it gets so loud that the sound gets distorted.  At 45 you're well below that threshold.

The CMTS "tells" the modem how much tx power to use in order for it to "hear" the modem. So, in effect, you're saying Cox's CMTS is not performing in a "desirable" manner. That explains a lot.

And the stereo analogy is absurd. The individual controls the volume to what suits him best. Just like the CMTS. Of course if the stereo volume is barely audible you can't hear it. But that's not what happens with the CMTS and modem, is it?

More apt would be you can kill a fly with a fly swatter and a sledge hammer. Is the fly any more dead when the sledge hammer is used?

I appreciate everyone's input. Debate is good. The main point is right after adding the pad, the issue was worst. So adding the pad did not make the signal better, if the problem got worst. Now its a little better, but that could be the work they are doing in the area finally, or just that the issue hasn't occurred again yet. Real test will be giving it a week.

Katie has sent it the RNOC for review. Kind of wish the problem would be at it's worst so they can see it, but I think their tools are showing T3's and issues beyond what I experience. If anyone could confirm that, it would be great.

Been a few weeks. Things are alot better. No more disconnects at 2am-4am. I don't think it's related to the 8-/4+ pad they put on there, since I still of the occasional groups of T3 which cause packet loss. About 3%. I tried with that pad and a -4 Rx passive. Problem occurred occasionally with each. If this is the best Cox can do in my area, then I would understand. I just need to know that.

Anyone have experience with FCC cases? I have a ticket but not sure what else to do. Just wait?

So the problem returned last night after being a lot better for a couple weeks. I still had the occasional latency spike to the headend and slightly low upload speed, but the T3's had stopped. The day before yesterday, they started again, and last night my internet was almost unusable. 10% packet loss to the modem, and 500Kbps upload speed wired direct into the modem. 

I also got the following email from the FCC:

"Your Ticket No. 632081 was served on your carrier for its review and response.

Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.

We appreciate your submission and help in furthering the FCC’s mission on behalf of consumers."

Tier 2 said the only course of action they have was to schedule ANOTHER technician. This will be the 6-7th. Do I have any course of action but to take time off so both Cox and I can lose money? Should I just schedule a technician for every day? 

Hi Tiffany,

According to the FCC, I was supposed to get written response from Cox, but so far I have not. Is Cox under some risk of fine for not answering? So far the only answer the lead has for me is "call me when it happens". Sometimes its 6AM sometimes it is 2AM, and I don't feel it is appropriate or effective to contact a technician at 2AM in the morning when he has said he won't answer. Why can't maintenance be brought into this? Why are they not contacting me?

I have contacted the FCC to re-escalate the issue. This morning I was getting 300-400ms to the head end direct to the modem. By the time I noticed it, was able to bypass everything and get ready to contact the lead, the issue went away again. Please advise.