High speed but internet still lags.

I did a few different ping tests to your modem and did notice a fluctuation with the latency. It was higher than normal intermittently (100ms+ spikes and sometimes they went over 200ms). Have you tried unscrewing the coaxial cable on both ends and tightening them back down since this started?  (I also removed your modem MAC address for security purposes)


Brian M.
Cox Support Forums Moderator

Sorry for the delayed response. I'm having to reply here via my smatphone because my computer internet connection has become unusable. The Cox website takes several minutes to load, & the fotums won't load at all.

But to answer the question,  yes. All connections are tight, all cables, fittings & wires are brand new. I just replaced my modem with a brand new one & speed has become worse, that i cant even use the Internet. I know the computer is capable of well over the 50mbps I'm paying for.

Modem is still showing T3 & T4 timeouts, & is now losing connection periodically.  

If it was 1 computer, I could see this being a computer problem. But 3 computers using different browsers & operating systems, 2 tablets & my smatphone all slowed down at the same time. I'm not a computer tech but I do know some things about hardware & networks. That all devices slowed at the same time tells me this is not a computer problem. That all devices continue to be slow using a brand new modem tells me this is not a modem problem. T4 timeouts are indicative of missing communication between the modem & the provider. That both the previous 6 month old modem & my current brand new modem both show T4 timeouts tells me this is not a modem problem. The techs replaced all cables & connectors from behind the wall plate to the modem & computer, so this is not a cable/wiring issue in my house. This all points to a problem outside of my house, which is Cox equipment.  

Meanwhile, I'm still being told i owe for 50mbps internet service when I can't even get on the net at my house for the last 3-4 weeks. 

Do you notice if your upstream power levels change alot? Also, during the times you get the T3 (specially T4) errors, do you lose connection? T3 and T4 can be like scratches on a CD. The less the better, but having them doesn't mean the music is going to skip. If you have a bunch all tight together though, it probably WILL cause a problem.

In general, I think your on the right track. I just got my internet fixed after almost 3 months of troubleshooting and over 6 appointments. Turns out a storm had damaged my node near by, causing signal which was always there (random radio noise) to leak in, causing the signal to degrade. They finally replaced the equipment after 2 months of me fighting with them, but then there was the task of adjusting the new equipment, which caused other, different, problems. I don't say this to discourage you, only to prepare you. If it is anything like what I had to deal with, get ready for a fight. My best advice is to ask for a Cox technician, not a contractor, and if/when they put the issue to maintenance, GET THE TICKET NUMBER, and fallow up. Keep us updated.

Power levels fluctuate a little,  which is normal. A few T3 & T4 errors are normal, but I  am getting many per day now. The increase in T3 & T4 errors happened when the connection slowed. Nothing changed on my end as far as equipment or software configuration when that happened. Connection is dropping now, which it didn't do up until a week ago.

Correction to the original post: Speeds are not normal, but no indication as to why. Account supposedly set up correctly, Cox tech haven't found anything out of the ordinary with hardware. 

SmitHans said:
A few T3 & T4 errors are normal,

A few T3, maybe, but a T4 happens when 16 T3 happen in a row or the connection from modem to CMTS stops for the same amount of time, so that is NOT normal. If you see T4 with good signal levels, it is often a head end problem. 

Not to pull away from this forum and their helpful moderators, but I found contacting a engineer directly helpful. There are a few over on Cox's forum on DSLR.com. See here for a list of official Cox employees. 

@SmitHans

Hello. Please send us an email with your full address to cox.help@cox.com so we can research this issue further for you.

Thanks,

Allan - Cox Support Forums Moderator.