New Contributor
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8 Messages
Slow speeds and packet loss since New Years Eve.
Beginning on Thursday December 31, 2015 I have had issues with download speeds. It was taking me about ten seconds to load Gmail, google.com and other sites and so I ran a speed test. I found that I was getting about 15Mbps download and the upload was around 6Mbps. Initially, I had thought that I had made a mistake when ordering my service and gotten a slower speed than I intended. It took me some time, but by Saturday night I was able locate the paper bill and saw that I did order the Cox High Speed Internet Preferred service that is supposed to be about 50Mbps download. I then once again ran a speed test and it came back the same as before, 15Mbps download and 6Mbps upload.
I have the modem that was provided to me as part of a package deal connected to a Wi-Fi router that is set up with a password for the Wi-Fi and an Ethernet cable connection that connects to my PC. The PC is the only wired connection to the router while I have a couple of wireless devices including two tablets, a Nintendo 3DS, and an Amazon Fire TV. I tried a couple of times to reset the modem and my Wi-Fi router hoping to reestablish a stable connection on my own.
After having no success I then called the Cox support line. Being that it was late Saturday; the support line automatically had me run through the automated support over the phone. Once completing that and still not having the appropriate speeds I was finally forwarded to a support representative. The representative once again had me go through unplugging and resetting the modem and router, similar to the automated system but with a couple of extra steps due to the possibility of static buildup on the line. Once we completed the reset, she then elevated my support a level and forwarded me to a technician so that I could receive further help. The tech then once again had me reset the modem and router and asked me to go to cox.com to do a speed test there rather than on the site that I was using myself.
I had difficulty navigating the cox site because there was some issue with the site causing it to look like an old web page from the mid-1990s where everything was crammed to the left edge of the page consuming only about two inches in width. After explaining this to the tech, he then directed me to the site speedtest.net, the very site that I had been using all along, to perform a speed test. Once again, about 15Mbps download and 6Mbps upload. He then asked if I could connect my computer directly to the modem and so I did. He then sent a remote reset signal to the modem once I had it direct connected to the computer. This time the speeds were 60Mbps download and 9Mbps upload. We figured that it must have been some issue with the Wi-Fi router. The tech had me reconnect the Wi-Fi router to see if the low speeds would return. After reconnecting the Wi-Fi router he once again sent a remote reset signal to the modem and I ran another speed test. The speed test displayed 60Mbps download and 9Mbps upload, however the tech did note that there seemed to be some intermittent packet loss with the signal to the modem that he could see from his side of the network.
He suggested that I take a look at what devices I had connected to the Wi-Fi to see if there was anything connected that was consuming a large amount of bandwidth. I tried to access the Wi-Fi router’s login page but could not remember the password. Being that it was late Saturday night, almost midnight, and thinking that we had the issue pinpointed to the Wi-Fi router or something that was connected to it; I explained that I could look into it on my own and thanked him for his help.
Now, after checking what devices are connected to the Wi-Fi and not finding any excessive bandwidth use by them as well as not seeing any unexpected large downloads on my Data Usage Meter I do not think it is the Wi-Fi router. I have done several speed tests with and without the Wi-Fi router and still occasionally get the 16Mbps download speed. There are even a couple of cases where doing back to back speed test show different results even though the setup and speed test server are the same.
The biggest issue for me is not so much the low speeds, but the packet loss. Packet loss seems to be the major culprit for most of the slow load times on various websites. 15Mbps is not that offensive to me and my needs, but when packet loss is introduced, it exaggerates the low speeds. I would love to receive the service that I am paying for, but after running several ping test that come back stating request timed out for all packets and tracert test that time out at langbprj02-ae14.0.rd.la.cox.net (68.1.0.151) , I am starting to question why I decided to return to Cox. I do not know enough about computer networks to try and resolve this issue on my own, and so I am asking for someone to begin assisting me by explaining what langbprj02-ae14.0.rd.la.cox.net (68.1.0.151) is.
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ChrisL
Former Moderator
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7.1K Messages
If you're seeing any packet loss anywhere I'd suggest by posting the full diagnostic results showing the loss and we can look to see what may be going on. When I look from this end I'm not able to find any of the loss you're speaking of.
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AllenP
Valued Contributor
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1.7K Messages
Can you post the make and model numbers of the modem and router.? I wonder if you have some older equipment not capable of todays' faster speeds.
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SFG
New Contributor
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1 Message
I too have had slow download speeds the last week or so and they are consistent with yours. Curiously, though, they are slow only over wireless connections. When connected to ethernet, speeds are comparable to what they were. So of course one should conclude there's something wrong with my wireless connection but what could that be? Rebooting the router didn't change anything.
I was typically getting around 50 MBS until recent days. Now it's around 15 MBS. Uploads are fairly consistent. The last two data sets in the following table were a wired connection and a wireless right next to the router. All the other entries in the table were wireless under the same conditions.
Any suggestions?
*Edited by moderator to remove IP
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Tecknowhelp
Valued Contributor II
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2.8K Messages
"I have the modem that was provided to me as part of a package deal connected to a Wi-Fi router "
When you say modem, do you actually mean gateway? Unless it's a phone modem, Cox doesn't rent modems anymore, so would have to be a gateway. A gateway has a router in it, and connecting a router to another router is bad. Or i maybe the router in AP mode?
"I had difficulty navigating the cox site "
Try this site. Also a Cox speed test, but is not internal to your account. If your looking for something more accurate then a flash test, and one outside of Cox's network, try this one.
"but after running several ping test that come back stating request timed out for all packets "
Could you post your ping and tracert data?
"explaining what langbprj02-ae14.0.rd.la.cox.net (68.1.0.151) is. "
Hard to say without context of a tracert. It is a traffic route somewhere between your gateway/modem and where your tracing to.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
This doesn't seem relevant to OP. Can you make your own thread?
"but what could that be?"
Wireless interference?
I think you mean 50Mbps? 1MB = 8Mb
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Saleth
New Contributor
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8 Messages
Today I have the Wi-Fi router reconnected and am able to get good download test results but am still having issues with packet loss and slow web pages. My modem, err rather the device that was issued to me by Cox is a Cisco DPQ3212. The Wi-Fi Router that I have been using throughout 2015 is a Netgear N600 Wireless Dual Band Gigabit Router WNDR3700. These are the only two devices with a wired connection between the cable and my PC. I do not have a second router connected to the Wi-Fi router.
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\RODBLACKBOX>ping twitch.tv
Pinging twitch.tv [192.16.71.166] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 192.16.71.166:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\RODBLACKBOX>tracert twitch.tv
Tracing route to twitch.tv [192.16.71.176]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms READYSHARE [192.168.1.1]
2 6 ms 15 ms 7 ms 10.128.216.1
3 8 ms 8 ms 7 ms 100.127.69.148
4 9 ms 9 ms 16 ms 72.215.229.22
5 21 ms 21 ms 21 ms langbprj02-ae14.0.rd.la.cox.net [68.1.0.151]
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
C:\Users\RODBLACKBOX>
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Can you ping and tracert to somewhere pingable? Neither twitch.tv or live.twitch.tv respond to ICMP once it hit's their network. This is confirmed as per here.
Also, ping test isn't reporting packet loss, it is reporting it is unable to perform the test. The packetloss test uses a java applet. So if your java isn't up to date, or is blocked, it won't work. See here for more info. FYI, Chrome no longer support Java, so that will also break it.
Try "ping -n 50 10.128.216.1" and post the results. That will look for any packet loss between DPQ3212 and Cox. You can also try Pingplotter to look at the packet loss over time.
::Edit:: Removed some less then important speculation.
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Saleth
New Contributor
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8 Messages
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\RODBLACKBOX>ping -n 50 10.128.216.1
Pinging 10.128.216.1 with 32 bytes of data:
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=9ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Request timed out.
Reply from 10.128.216.1: bytes=32 time=12ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=10ms TTL=254
Reply from 10.128.216.1: bytes=32 time=18ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=18ms TTL=254
Reply from 10.128.216.1: bytes=32 time=9ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=16ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=10ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=7ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=9ms TTL=254
Reply from 10.128.216.1: bytes=32 time=16ms TTL=254
Reply from 10.128.216.1: bytes=32 time=9ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Reply from 10.128.216.1: bytes=32 time=6ms TTL=254
Reply from 10.128.216.1: bytes=32 time=9ms TTL=254
Reply from 10.128.216.1: bytes=32 time=8ms TTL=254
Ping statistics for 10.128.216.1:
Packets: Sent = 50, Received = 49, Lost = 1 (2% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 18ms, Average = 8ms
C:\Users\RODBLACKBOX>ping cox.com
Pinging cox.com [68.99.123.161] with 32 bytes of data:
Reply from 68.99.123.161: bytes=32 time=53ms TTL=57
Reply from 68.99.123.161: bytes=32 time=53ms TTL=57
Reply from 68.99.123.161: bytes=32 time=54ms TTL=57
Reply from 68.99.123.161: bytes=32 time=53ms TTL=57
Ping statistics for 68.99.123.161:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 53ms, Maximum = 54ms, Average = 53ms
C:\Users\RODBLACKBOX>ping forums.cox.com
Pinging forums.cox.com [50.57.196.159] with 32 bytes of data:
Reply from 50.57.196.159: bytes=32 time=60ms TTL=243
Reply from 50.57.196.159: bytes=32 time=59ms TTL=243
Reply from 50.57.196.159: bytes=32 time=59ms TTL=243
Reply from 50.57.196.159: bytes=32 time=58ms TTL=243
Ping statistics for 50.57.196.159:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 58ms, Maximum = 60ms, Average = 59ms
C:\Users\RODBLACKBOX
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Saleth
New Contributor
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8 Messages
Is chrome simply not compatible with the cox.com site and forums, because I am still getting really long load times and messed up web pages for cox.com and forums.cox.com.
I have tried pulling up cox.com on Internet Explorer and it pulls up fast, but has a lot of things are missing from the web pages and it shows a blue rotating image where it seems to be trying to load information but does not seem to complete it.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Hmm, some minor packet loss between modem and Cox. However, that doesn't match the packet loss from the test results you posted earlier. Is the problem just not present right now?
Also, can you post your signal levels for the DPQ3212? Should be available on the 192.168.100.1 webpage. The username/password should be left blank and then log in.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
No, it isn't your browser. There has been a known intermittent issue with the website. I think it has to do with the page headers and footers, which is shared across all the domains; cox.com, cox.net, forums.cox.com, etc. I have also had issue accessing the site over the last couple hours. I have made several threads on the issue, but at this point it's like throwing energy down a bottomless pit. Moderators can report the issue, but they seem to have no pull in actually fixing the issue. Probably because they outsource the website support to another company. Atleast it is better these days. The site used to go down several times a week. Now its like only once a week.
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Saleth
New Contributor
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8 Messages
Here are the power levels reported at 192.168.100.1
--------------------------------------------------------------------------------
Downstream Channels
Power Level: Signal to Noise Ratio:
Channel 1: 5.1 dBmV 39.9 dB
Channel 2: 5.0 dBmV 39.9 dB
Channel 3: 4.9 dBmV 39.7 dB
Channel 4: 4.7 dBmV 39.9 dB
Channel 5: 3.9 dBmV 39.1 dB
Channel 6: 4.1 dBmV 39.4 dB
Channel 7: 4.0 dBmV 39.2 dB
Channel 8: 3.8 dBmV 39.4 dB
--------------------------------------------------------------------------------
Upstream Channels
Power Level:
Channel 1: 46.5 dBmV
Channel 2: 43.2 dBmV
Channel 3: 43.7 dBmV
Channel 4: 45.2 dBmV
I am still having issues loading web pages being slow as well as having issue staying connected to game servers. While in game it says that I have anywhere from 40 to 70 ms ping, but I usually lose connection after ten minutes and have to restart the game. Steam also is showing issues pulling up the featured games page sometimes telling me that I am not online. Each time this happens on Steam, I have to close out Steam completely and re login just to reconnect. I do not know the address for the game servers so I do not know how to ping or tracert the connection to them. When I try to ping Steam, I get similar results to when I was trying to ping Twitch.tv so I figure Steam cannot be pinged same as you pointed out for Twitch.
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Saleth
New Contributor
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8 Messages
I have a short recording of what the slow loading looks like as well as some of the issue I see when loading cox.com. The video is uploaded to YouTube, but the video is marked as unlisted so only a direct link will pull it up.
https://youtu.be/eTUqrswcgY8
Previously, I was able to listen to streaming music, play a game, and stream to twitch. Mind you, I am not a consistent streamer, I just stream when I have the energy to do so after work. Since the New Year however, I cannot manage to have a stable connection. I appreciate the help here and hope we can find a solution to the problem before too long.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Sorry, I am out of ideas. Your speed tests look good, your tracert and pings look good and your signal levels look good. You posted a pingtest.net that wasn't good, but I haven't seen any data to support it. Anyone have any other ideas?
PS. The link doesn't seem to work. Should it be https://youtu.be/eTUqrswcgY8 or https://youtube/eTUqrswcgY8 ? Neither seem to work. First one says the video is private.
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Saleth
New Contributor
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8 Messages
One moment, it seems YouTube doesn't like the FLV the I uploaded. Have to convert it to MP4 before uploading.
Here is a new link.
https://youtu.be/6GUVfCClK_k
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