Welcome to the Cox Community
Our community is a collaborative place to learn about Cox products and services. Jump into the conversation today!
Messages
Selected Messages
New Contributor
•
High ping and packet loss
Hi all, I've had an ongoing problem for months. I have very high latency, especially in games often spiking to over 1000 every couple of seconds. Months ago I contacted cox and they sent a servicer to rewire(?) the internet lines. I also purchased a new router and modem. The ping was better, but still not acceptable. I'm back from school now about a year later, and the ping is bad as ever. Pingtest shows >10% packet loss about ~200ms with 300ms jitter. My ping commands look like this http://gyazo.com/6579a88ec996b1b373b8eeada82ff60c
Here's my tracert to the game server.
1 15 ms 16 ms 22 ms 10.82.16.1
2 46 ms 9 ms 17 ms ip68-4-12-108.oc.oc.cox.net [68.4.12.108]
3 12 ms 44 ms 11 ms ip68-4-11-68.oc.oc.cox.net [68.4.11.68]
4 28 ms 14 ms 14 ms langbprj01-ae3.0.rd.la.cox.net [68.1.5.137]
5 14 ms 15 ms 14 ms 184.180.124.192
It looks fine so I don't understand why I have such high latency.
Any help is appreciated. Thanks!
Health_Edge
+5 more
Valued Contributor III
•
Is that direct to the modem? If so, what kind of modem do you have? Your getting getting somewhat high latency on the first hop.
Also, what are the modem's signal levels?
0
0
Golfism
New Contributor
•
This is to the router. The modem I have is the Motorola Surfboard SB6141.
How do I tell the signal levels?
Last night the router refused to connect, and after resetting it a bunch and waiting an hour it finally did, only to get the yellow triangle error in Windows saying no internet access. Very frustrating.
0
0
Health_Edge
+5 more
Valued Contributor III
•
I would try connecting direct to the modem and running the trace again. Your getting latency at the first hop, if that first connection after your computer is your router, then that is where the problem is.
What kind of router do you have? Is it new? If not, anything change when this problem started? Whats odd is the router is giving out a public IP(if that trace is accurate). Do you have it in bridge/AP mode?
To find the signal levels of the modem, go to 192.168.100.1 in a browser and you should see your modem's diagnostic page. Then click on "Signal". Should look like this. Then just copy/paste everything from Channel ID and down.
0
0
Golfism
New Contributor
•
To modem:
1 9 ms 9 ms 9 ms 10.82.16.1
2 14 ms 31 ms 9 ms ip68-4-13-168.oc.oc.cox.net [68.4.13.168]
3 20 ms 9 ms 9 ms ip68-4-11-68.oc.oc.cox.net [68.4.11.68]
4 11 ms 17 ms 14 ms langbprj01-ae7.0.rd.la.cox.net [68.1.0.149]
5 11 ms 11 ms 10 ms 184.180.124.139
[3] 64QAM
[3] 64QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
Router is D-Link DIR-850L. It is relatively new, I purchased it when this whole latency issue started. Can you tell me how to tell which mode the router is in?
Thanks.
0
0
Health_Edge
+5 more
Valued Contributor III
•
Looks like the latency is happening between the modem and Cox. Your signal levels are PERFECT. Issue isn't your router, so ignore that question. Hopefully a Moderator will be able to have a look and see something going on in your area.
0
0
ChrisL
Former Moderator
•
Looking from this end the modem is actually looking healthy. It may be worth trying to see if you can reproduce these results without the router attached.
0
0
Health_Edge
+5 more
Valued Contributor III
•
I believe that trace above was direct to the SB6141 and its showing latency spikes at the 2nd hop. This looks and feels like a area problem IMO.
0
0
Golfism
New Contributor
•
The last post I made were directly through the modem.
0
0
ChrisL
Former Moderator
•
I'm still not entirely certain what Health Edge is seeing at the 1st hop is real or not considering that latency beyond the 1st hop seems normal in the tests you've posted. There's a tool called PingPlotter that you could try using to see if you can isolate a pattern of loss.
0
0
Golfism
New Contributor
•
Target Name: patch.tera.enmasse-game.com
IP: 184.180.124.139
Date/Time: 7/13/2015 9:52:44 PM to 7/13/2015 9:57:43 PM
Hop Sent Err PL% Min Max Avg Host Name /
1 120 9 7.5 7 29 10 [10.82.16.1]
2 120 5 4.2 7 43 11 ip68-4-13-182.oc.oc.cox.net [68.4.13.182]
3 120 8 6.7 7 57 11 ip68-4-11-70.oc.oc.cox.net [68.4.11.70]
4 120 14 11.7 9 42 14 langbprj01-ae2.0.rd.la.cox.net [68.1.0.136]
5 120 6 5.0 9 32 12 patch.tera.enmasse-game.com [184.180.124.139]
Target Name: pathofexile.com
IP: 173.192.44.20
Date/Time: 7/13/2015 9:52:50 PM to 7/13/2015 9:57:49 PM
Hop Sent Err PL% Min Max Avg Host Name /
1 120 7 5.8 6 40 10 [10.82.16.1]
2 120 8 6.7 7 38 11 ip68-4-12-108.oc.oc.cox.net [68.4.12.108]
3 120 10 8.3 8 84 13 ip68-4-11-68.oc.oc.cox.net [68.4.11.68]
4 119 9 7.6 23 68 28 sanjbprj02-ae0.0.rd.sj.cox.net [68.1.5.186]
5 120 7 5.8 24 134 30 50.97.16.52-static.reverse.softlayer.com [50.97.16.52]
6 120 8 6.7 32 76 36 ae0.bbr02.cs01.lax01.networklayer.com [173.192.18.151]
7 120 13 10.8 31 96 37 ae7.bbr01.cs01.lax01.networklayer.com [173.192.18.166]
8 120 8 6.7 55 102 60 ae19.bbr01.eq01.dal03.networklayer.com [173.192.18.140]
9 120 13 10.8 55 89 62 ae0.dar02.sr01.dal01.networklayer.com [173.192.18.253]
10 120 7 5.8 55 154 61 po2.fcr05.sr06.dal01.networklayer.com [66.228.118.223]
11 120 11 9.2 56 109 60 pathofexile.com [173.192.44.20]
Seems like the issue isn't really ping, just lots of packet loss.
0
0
ChrisL
Former Moderator
•
Those results do appear to show a pattern of packet loss possibly originating between us and the modem. It may be time to have a tech come out and troubleshoot further.
0
0
Golfism
New Contributor
•
How should I go about doing this/what do you suggest to do?
0
0
ChrisL
Former Moderator
•
If you need help setting up a service call email us at cox.help@cox.com with your account details and we can see what options we have to get you setup with a visit.
0
0
Golfism
New Contributor
•
The amount of packet loss I'm getting is ridiculous.
http://gyazo.com/a15a10289ef726131de8e8944f1d0eb7
0
0
ChrisL
Former Moderator
•
By chance did you ever get a tech out to look at this?
0
0