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New Contributor
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short periods of lost connectivity
Starting Friday (4/22/16) I have been experiencing short (3-5 minutes) periods of time where my cable goes out and all websites are unreachable (cable TV picture is unaffected although the sound on several channels has gotten choppy during primetime - like the sound is being played through a fan). This is occurring between the hours of 4 and 8 pm and is usually accompanied by a T3 timeout event in the modem logs. My neighbor is experiencing dropouts at the same time so it is unlikely that it is an issue with the wires to/in my home and it is more likely an issue with an amplifier somewhere in the neighborhood. We have had this issue previously in the neighborhood - actually it persisted for several years until a maintenance tech found and fixed several sources of noise in the neighborhood back in late 2014. What is the best way to get a maintenance ticket started without having to go through all the trouble of scheduling tech visits so they can come and tell me there are no problems in the house?
7zark7
New Contributor
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so i did a bit of trouble shooting and when the problems occur a winmtr run looks like this:
WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 204 | 204 | 0 | 0 | 0 | 0 |
| 10.1.160.1 - 7 | 160 | 149 | 6 | 10 | 33 | 8 |
| lkhnseci01.rd.at.cox.net - 7 | 164 | 154 | 7 | 11 | 34 | 9 |
| 68.1.8.68 - 6 | 168 | 159 | 8 | 13 | 57 | 11 |
| maribprj01-ae1.0.rd.at.cox.net - 7 | 164 | 154 | 12 | 16 | 44 | 13 |
| 72.14.208.104 - 4 | 180 | 174 | 12 | 16 | 52 | 13 |
| 209.85.243.51 - 4 | 176 | 169 | 12 | 18 | 101 | 13 |
| 108.170.232.71 - 6 | 168 | 159 | 13 | 16 | 40 | 15 |
| 72.14.234.61 - 6 | 168 | 159 | 30 | 34 | 56 | 32 |
| 72.14.237.220 - 4 | 180 | 174 | 31 | 37 | 124 | 41 |
| 108.170.240.1 - 4 | 176 | 169 | 30 | 35 | 57 | 32 |
| 209.85.241.177 - 7 | 160 | 149 | 0 | 34 | 52 | 34 |
| dfw06s48-in-f14.1e100.net - 5 | 172 | 164 | 0 | 35 | 58 | 34 |
The 7% packet loss at hop 2 looks to be the culprit. Since I am using a router I am assuming that hop 2 is my modem? I am not sure because my modem has an IP address of 192.168.100.1 from inside my network. Is 10.1.160.1 another address for my modem or is it the switch/drop at the street? Trying to decide whether to try a new modem tomorrow or not...
Thanks for the help!
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Tecknowhelp
Valued Contributor II
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That. If packet loss is at hop 2, the issue is either from router>modem or modem>Cox. To isolate, you can remove the router and repeat the MTR, or to a less degree of accuracy, try "ping -n 204 192.168.100.1" and compare the results to those of the second hop. If you don't see the packet loss to 192.168.100.1 but do see it to 10.1.160.1, then you know its modem>Cox.
However I think we both suspect the problem is from modem>Cox. The question is what and where. Do you and your neighbor share the same pole/tap? Have you ever had or seen a maintenance technician in your area before? If so, for what?
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7zark7
New Contributor
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The neighbor i was talking about doesn't share the same tap but I may have spoken too soon about his issue being the same as mine. On a semi related note, though, the house that does share my tap has been empty for the better part of a year but someone just bought it so I wonder if that may be related.
I just finished running winMTR while simultaneously pinging 192.168.100.1 1000 times and got 2% loss from 10.1.160.1 according to winMTR with ping reporting no lost packets to/from the modem so I guess the problem is not with my modem but with the connection to the tap. (I didn't feel like disconnecting the router and then reconnecting again so I used your second method).
Thanks again for the ideas and help. I guess I'll see who they can send out and when.
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NicholeC
Moderator
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I see we had a tech out and now have a maintenance ticket in for this issue. We'll follow up with you once we see this has been completed.
Thank you,
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7zark7
New Contributor
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That is correct the tech came out on Friday (4/29) and submitted an ESR ticket. We have still been having this problem all week and this weekend (very bad issues today from 12:30pm - 3:00pm). I called tech support this afternoon and they said the ESR ticket was marked as resolved on 4/30 when in fact the internet service was worse today (5/1) than ever. I asked what the maintenance techs did and the rep said something like "spliced trunk cable" which I assume means that they replaced a section of the trunk line they think was faulty. Well - they have more to do but the ticket is marked resolved so now what? Here is a WinMTR trace from this afternoon
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 1139 | 1139 | 0 | 0 | 18 | 0 |
| 10.1.160.1 - 45 | 334 | 185 | 0 | 1964 | 4981 | 4607 |
| 68.1.8.39 - 46 | 331 | 182 | 0 | 2004 | 4982 | 3610 |
| 68.1.8.70 - 49 | 327 | 169 | 0 | 1893 | 4982 | 4581 |
| 68.1.0.41 - 50 | 324 | 162 | 0 | 1856 | 4986 | 4614 |
| 72.14.208.104 - 50 | 322 | 163 | 0 | 1962 | 4903 | 4613 |
| 209.85.243.51 - 50 | 323 | 162 | 0 | 1898 | 4921 | 4614 |
| 209.85.142.54 - 52 | 319 | 156 | 0 | 1966 | 4904 | 4615 |
| 72.14.233.119 - 57 | 305 | 132 | 0 | 2030 | 4923 | 4632 |
| 64.233.175.149 - 57 | 309 | 134 | 0 | 1936 | 4923 | 4632 |
| 72.14.234.141 - 54 | 313 | 147 | 0 | 2046 | 4922 | 4633 |
| 216.58.218.110 - 54 | 315 | 146 | 0 | 1917 | 4939 | 4632 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
nice eh?
Then you tech asked me if I had tried power cycling my modem... REALLY? I almost cancelled service right then and there. My neighbors have also been having the same issues at the same times as me and we are all getting fed up.
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Tecknowhelp
Valued Contributor II
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Ask to speak to Tier 2 and have them check the resolution reason and see if any attached tickets. Many times there will me multiple tickets for the same thing so it's a Cox engineer's job to triage the tickets and group any related, resolving all but one master ticket. That ticket is probably still pending and may have some notes giving a ETR on the issue.
What I find odd is how a fiber issue could cause T3 errors. T3 errors are time outs of the DOCSIS communication between your modem and Cox's CMTS. I think that could be a false lead.
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7zark7
New Contributor
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Yeah I'll be calling tier 2 tomorrow. I imagine that if there are line issues between my modem and the cmts some of the unicast maintenance messages may be getting lost/garbled causing T3 timeouts but maybe that's not possible? Anyway I think you are correct that the packet loss and the extreme latency are the things to concentrate on.
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StephanieA
Former Moderator
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Your ticket has been closed. Are you still having issues?
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