New Contributor
•
6 Messages
upload packet loss 15-25% please help.
Ok so, i upgraded my services several months ago from preferred to premier. Upgrading to this tier requires a docsis 3 modem as you all know. First day i upgraded my speeds changed from 27/8 to 33/10 average. I was very disappointed. after 2 techs an several hours of phone calls i finally got in touch with someone to fix the issue. it was the "coding" i believe it was worded. Basically they hooked up my modem but didnt adjust the speed form the com center. Bam, i was getting great speed now. One problem, major packet loss.
I figured it wasnt that big of an issues as i was getting better upload speeds than before and just wrote it off. Well after comparing voip and video to my parents 25/5 connection with no packet loss, its was a problem. I am a gamer and we spend a considerable amount of time using programs like skype to connect with my family across the US as well as my wife using for conference calls to conduct business. I spent over a decade dealing with internet issues as a teenager living at my parents an was the one who would call and have techs come out. I've never seen this much packet loss and after comparing i got on the phone and started trouble shooting with techs. i have had 3 techs come out for this issue. Things that have been done are running a new line that feeds into the house, one tech added an amp because my signals down where in the -8 and greater range causing some disconnect issues, the last tech to come out got me off the amp stating i didnt need it an that it could be causing the upload packet problem and he also changed splitters and fittings. No luck still.
i have seen several of these issues resolved from different things, but all seem to be a long road and a headache. iam inquiring about eatels fiber optics as they are becoming available in my area but before i make a switch i want to give this a valiant effort as my wife loves the tv package we have with dvr that is considerably more money with eatel.
Is there a expert team, or a set of procedures to fix this issue or am i just spinning my wheels? any one with a docsis 3 with premier or ultimate getting 0 or very little packet loss? any info at this point would be helpful.
Related Content
Closed
3
0
Closed
1
0
Closed
1
0
Closed
1
0
Closed
1
0
Health_Edge
Valued Contributor III
•
4.2K Messages
Hmm, I think we are getting a little ahead of ourselves. I don't know of any "expert team". Alot of the support you get from Cox can vary widly based on the experience,mindset and training of the particular representative your talking to.
But if your seeing packet loss, then thats atleast a "black and white" kind of problem we can track and isolate, so lets start there. Are you doing some kind of test or tracert that shows the packet loss? Can you please share that data?
Also, what kind of modem and router do you have? Should be a model number printed on both of them.
Last, what are the signal levels of your modem? You can usually find them at 192.168.100.1 unless you have a gateway, if so, I can provide specific instructions for those.
0
0
kpkirby09
New Contributor
•
6 Messages
thanks for a quick response in helping me health edge.
iam split once when entering the house, one goes to modem the other goes to multi splits throughout the house
modem dpq3212
router linksys e2500
iam running the test on my xbox1 and get the same if i go straight to modem or off router. hardwired
average is see is 60/15 speeds
o% down 18%up
mtu is 1480 ( set to auto 1500 in router page)
latency 86ms
i understand i can dos prompt to get this though i dont know what inputs to put in command?
i was seeing -1/+1 when i was amped with my upstream being closer to 48-52 i believe. here is what iam seeing off amp currently set up.
thanks in advance for the help!
0
0
Health_Edge
Valued Contributor III
•
4.2K Messages
Signal levels look fine. Forget the Xbox test or what ever it is. Console test are infamous for being inaccurate.
From a computer connected direct to the DPQ3212 ( a manual reboot with reset button on back will be needed) try:
Windows Key + R > CMD > Tracert xeas.xboxlive.com
and Ping - n 50 xeas.xboxlive.com
Then right click top of window and go to Edit > Select All > Enter Key > Paste into a reply.
That will show any packet loss or latency between your modem and Xbox, and where its happening.
0
0
kpkirby09
New Contributor
•
6 Messages
houston we have a problem lol. iam gonna shut down an reset again
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.
C:\Documents and Settings\user>tracert xeas.xboxlive.com
Tracing route to xeas.gtm.xboxlive.com [65.55.42.54]
over a maximum of 30 hops:
1 * * * Request timed out.
2 12 ms 6 ms 8 ms 70.169.88.96
3 8 ms 10 ms 9 ms 70.169.88.192
4 37 ms 7 ms 7 ms btnrbbrc01-pos0200.rd.br.cox.net [68.1.1.213]
5 41 ms 37 ms 17 ms 68.1.2.111
6 * * 18 ms 68.105.30.38
7 * 23 ms 23 ms xe-1-3-2-0.sn1-96cb-1b.ntwk.msn.net [207.46.47.3
6]
8 84 ms 83 ms 76 ms xe-3-3-1-0.co2-96c-1b.ntwk.msn.net [207.46.46.47
]
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:\Documents and Settings\user>ping -n 50 xeas.xboxlive.com
Pinging xeas.gtm.xboxlive.com [65.55.42.54] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 65.55.42.54:
Packets: Sent = 26, Received = 0, Lost = 26 (100% loss),
Control-C
^C
C:\Documents and Settings\user>
0
0
Health_Edge
Valued Contributor III
•
4.2K Messages
Thats actually normal. Part of it is I didn't check if xboxlive.com is pingable, which it isn't. My bad. I assumed it was because thats what the Xbox forums say to use that when running a trace. Anyone know what Xbox live is using now for a server name?
The tracert looks good, no abnormal latency. Hop 1 is a thing that happens sometimes when computers running Windows 7 and later, but it doesn't effect anything. Hop 6 and 7 is just a common issue with some servers ignoring ICMP or ping traffic. Again, not service effecting.
It could be a intermittent issue though, so I would like to see the Ping work. Maybe just try
Ping -n 50 cox.net
0
0
ChrisL
Former Moderator
•
7.1K Messages
0
0
Health_Edge
Valued Contributor III
•
4.2K Messages
Chris,
I think he is. Is that relevant somehow? Please share because thats one of the few consoles I don't have.
0
0
ChrisL
Former Moderator
•
7.1K Messages
0
0
Health_Edge
Valued Contributor III
•
4.2K Messages
Maybe the TTL was set too low and packet loss was being triggered by the TCP forced idle?
Or maybe it has something to do with this? Seems its using IPv6 tunnels and that might be causing the packet loss?
But your right..seems like EVERYONE is getting packet loss on the upload. I think anything under 10% is good? The rest is issues inherent in the test. Not 100% sure but thats my best guess from the short Google rabbit hole I just went down.
0
0
kpkirby09
New Contributor
•
6 Messages
The tech who came out informed me of the same thing, a patch supposedly being release my MS to fix this. Not all cox customers are getting packet loss with docsis3 and x1.
I now have a bigger problem. tonight my internet dropped, so i pulled up my modem page and seen where channel 1 and 2 on upstream where dead. i reset the modem checked again, all good. 5 min later, dropped! called cox, reset from there end, all good. 5 min later dropped. every 5 min iam losing channel 1 and 2 on upstream rendering my service useless. i called back and the lady informed me that its going to cost me $ for a tech to come out an fix this issue! Are you kidding me?? This has been an ongoing issue with upload and now because of it my service is useless that iam paying for. i dont want to be prorated for the time of my service down just fix my internet i pay for please. can someone from cox reach out to me before i say screw it?
0
0
kpkirby09
New Contributor
•
6 Messages
Can you please help me out. This issue of packet loss i have given up on. Now my internet isnt working, at all. Iam dropping every 5 min. When i pull up the modem page after dropping channels 1+2 up are at 0 an the other spike up +5-10. Its a major issue now. Not only is my internet down, but my cox phone an dmp alarm that uses internet isnt working. The last tech took me off the amp to modem saying i didnt need it. The internet worked fine for months on amp just packet loss. My down stream was at +1/-1 on amp an dropped to -7/-10 off. Work for a few days the. Started the dropping issue i had pre amp. I went into the attic tonight an placed it back on amp however he took the splitter with him. Iam at +5 now. Worked for 20 min, then dropped again.
0
0
kpkirby09
New Contributor
•
6 Messages
No things are running smooth at the moment. The tech put in a ticket for maintenance to boost my upstream to tap or replace tap so we shall see.
0
0
FluffByTheBay
New Contributor
•
3 Messages
Actually, the tech called someone who knew more than they did, who knew to reprogram the modem from DOCSIS 2 to DOCSIS 3... he didn't do you any favors, or upgrade your service... he actually just covered up another techs mistake...
Cox - This issue is silly... teach your techs how to provision a line properly or don't let them do it...
F.
0
0