wyattdurp

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3 Messages

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Intermittent Upload Issues

So, for the better part of this summer, I have been fighting upstream speed issues. My upload will drop from its average of 20Mb or so, down to 1Mb or less (at one point, 58Kb). There's no specific time or day this occurs, but usually weekends and evenings therein. Download is sometimes effected, but will drop from 150 to *only* 50 or so. Even during peak hours in the evenings when everyone is watching TV, surfing the web and gaming, my speeds stay fairly steady.

What's been done on my end:

New modem from Cox (Cisco DPC 3010)
New Router (ASUS AC1900)
Tested connection during issues both directly connected to modem and from devices on network (same results)
Checked modem GUI during problem, upstream and downstream channel power levels and signal are the same as normal

The techs have been out several times, and every time my connection was running beautifully. It's getting very frustrating, because it's interrupting live streams to Twitch and video uploads to YouTube. I've tried hitting different servers for upload, running trace routes and checking for packet loss, but have gotten no conclusive results. Anyone have any suggestions?

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lxgfusion

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8 Messages

Strange i have had the same issue in San Diego, i did find the pattern of when it is happening, i was using testmy.net each time the issue cropped up, what i found on mine is that it happens at 11:30pm each night, thats when the initial problem has occured. Now the tech's at my place have replaced the modem, moved me to a new tap, checked signal (which is fine) but the tech on the phone last night caught the tail end of it, and my modem giving a 1000+ ping time during the issue. Best thing i can tell you right now is call each time it happens, really all i can do at this point as well.

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ChrisL

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7.1K Messages

@wyattdurp

Can you tell us a little more about the signal levels the modem is reporting? Also, would it be possible to try without the router and see if you can duplicate the issue that way?

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ChrisL

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7.1K Messages

@lxgfusion

I looked at your modem however no obvious issues are standing out. If you're also seeing problems with wired connections it may be time to have a technician come out and take a look.

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wyattdurp

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3 Messages

What sort of signal level information are you looking for specifically? I can post my current numbers as soon as I get home from work, since none of them change when the upstream starts to die anyhow. I don't have a way to access the logs on this modem, because it requires a login, and the default username/password were not given to me when the modem was installed. I've tried testing with just a computer hooked up to the modem, and the test results are still the same. Interestingly enough, the Cox speed test was not acknowledging there was a problem, I suspect because it's a plugin based test and there's some ballpark figure math that goes into how your CPU handles the plugin processing.

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ChrisL

Former Moderator

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7.1K Messages

@wyattdurp

Grabbing the current signal status from the modem diagnostic page when you get home would be helpful. Perhaps there is something there that would give us clues as to what is going on. That particular modem unfortunately doesn't have user access to the event logs.

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wyattdurp

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3 Messages

Ok, sorry I didn't get to post last night, here's what I pulled off the modem this morning before work:

Downstream:

	Power Level:	Signal to Noise Ratio:
Channel 1:	4.4 dBmV	39.1 dB
Channel 2:	3.5 dBmV	39.1 dB
Channel 3:	4.7 dBmV	39.3 dB
Channel 4:	3.5 dBmV	39.3 dB
Channel 5:	3.0 dBmV	38.6 dB
Channel 6:	2.5 dBmV	37.6 dB
Channel 7:	2.2 dBmV	37.8 dB
Channel 8:	2.2 dBmV	38.2 dB

Upstream Channels

	Power Level:
Channel 1:	45.5 dBmV
Channel 2:	45.0 dBmV
Channel 3:	45.7 dBmV
Channel 4:	45.7 dBmV

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ChrisL

Former Moderator

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7.1K Messages

@wyattdurp

That seems to be all Ok there. Please email us at cox.help@cox.com with your account info so we may look into this further.

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ZogTiger

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2 Messages

Get Cox to send out a lineman (maintenance) to check the cable lines going between the poles/underground in your area and your connection at the pole itself. I'm having the same issue and it has been ongoing for months. Usually was hit and miss about it happening, but recently it got to be a consistent problem.

The techs they send out generally only have a base knowledge as to whats going on and can only check the lines from the pole to/inside your house. If they have been out and everything is fine, then its time to get the main lines checked out.

Given how this issue is prevalent within not only Cox, but other cable internet companies as well, it seems the infrastructure they installed years ago is starting to wear down. Without us complaining about it and making them check it nothing will get resolved.

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ChrisL

Former Moderator

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7.1K Messages

@ZogTiger

I do see indications of a possible upstream noise problem when I look at the modem from here. Are you already working with somebody on this? Normally our home service technicians are the ones to get maintenance involved when problems are found at the tap or beyond.

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BrianS

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82 Messages

ChrisL said:
@ZogTiger

I do see indications of a possible upstream noise problem when I look at the modem from here. Are you already working with somebody on this? Normally our home service technicians are the ones to get maintenance involved when problems are found at the tap or beyond.

Back between 2007 and 2010, not real sure exactly when, but back then, Cox or contractors came through my neighborhood offering to replace cable and / or splitters in the home because they were trying to improve line conditions. I would guess they were having to reduce ingress. Is that kind of monitoring still being performed?

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ZogTiger

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2 Messages

@ChrisL

Yes, the technician has already been out. The noise problem came and went while he was investigating my connection. He replaced the wiring inside the house, the modem, and he checked the lines to the pole outside. Nothing he did corrected the issue and he could not determine where the problem was originating. He was supposed to have gotten maintenance involved, but when I called yesterday a ticket was never submitted. The phone support person submitted a ticket for me including the home techs notes. Maintenance is supposed to come out today to check the lines.

Considering the problem with my upload has been going on for some time now, along with my download never reaching more than 30-34Mbps (when it should be closer too 100Mbps) and constant intermittent connection issues over years leads me to believe it is a line problem in the area and not just my house. I live in a very small town far removed from a major city. Most people around here wouldn't notice these problems. If they have internet at all, it is used mostly to check email, surf the web, or get on facebook. And the population is mostly older (55+) with at most a highschool diploma. It is extremely doubtful they would even notice something is wrong, let alone call in a problem.

I use my internet for business (twitch streaming, you tube video upload, game reviews, etc) so I notice quickly when there is a problem and am constantly online.

Here are some logs of what my modem has looked like this morning while my upload speed has been fluctuating.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 843000000 Hz Locked
Connectivity State OK Operational
Boot State
Configuration File OK
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 QAM256 843000000 Hz 3.7 dBmV 38.6 dB 79 0
2 QAM256 825000000 Hz 4.5 dBmV 38.7 dB 268 0
3 QAM256 831000000 Hz 4.1 dBmV 38.9 dB 141 0
4 QAM256 837000000 Hz 3.9 dBmV 39.0 dB 97 0
5 QAM256 849000000 Hz 3.3 dBmV 38.7 dB 49 0
6 QAM256 855000000 Hz 3.2 dBmV 38.7 dB 35 0
7 QAM256 861000000 Hz 3.3 dBmV 38.6 dB 67 0
8 QAM256 867000000 Hz 3.8 dBmV 39.0 dB 4 0

Total Correctables Total Uncorrectables
740 0