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rmgerrmann

New Contributor II

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9 Messages

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Connectivity Issues with Cox XB8 Modem - Consistent Intermittent Packet loss.

Since upgrading my service plan and receiving the Cox XB8 modem, I have encountered significant network issues, including substantial packet loss and intermittent lag spikes. These problems have notably affected my experience while gaming and using video conferencing platforms such as Zoom and Microsoft Teams.

Please note, I am exclusively using Ethernet connections, eliminating WiFi-related issues as a potential cause. Despite this, the performance has been consistently degraded since the installation of the new modem.

I have repeatedly attempted to resolve these issues through Cox's chat support, where the suggestion has invariably been to reset the modem—a solution I have implemented numerous times without success

Attached are the relevant network statistics that I have gathered. I am reaching a point where the continuation of service under these conditions is untenable. I kindly request a more in-depth investigation or alternative solutions to address these persistent issues. Thank you for your attention to this matter. I am eager to find a resolution as soon as possible.

 

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

Can you show a tracert or use Pingplotter? That will show where the issue is happening. Also, use a server/IP you are having issue with as the target. Unless you are having issues with google DNS.

Also, anything under Troubleshooting > Logs > Event logs for around the time of the issue? My guess is it's T3 timeout errors, but the modem might not keep the logs. Maybe caused by the upstream being on the low side. Should be around 40-42dB and under 50dB. How does the coax get from the street/pole to the room the modem is? Any splitters/amp/filter? I wonder if a attenuator may help.

 

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rmgerrmann

New Contributor II

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9 Messages

It might say less than 1%. I promise you I notice it all day every day especially in calls and games. It's bad. I don't know what 177 is honestly. My pc is the 116. I just factory reset all Modem settings today so there's no real network setup and config it's all default settings. In this imgur, the one that shows red constantly stays over 50% whatever that means. I appreciate ya. https://imgur.com/a/V77KK1Q

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

I would check the IPs on your devices and see what 177 is. There should be a way to find out it's MAC address in wireshark or look at your Panoramic app. You can look up the MAC here to tell you the manufacture. If no vendor comes up, it's probably a randomized MAC, which usually means a Apple device. I don't know how it's related to your issue, but it's suspicious so worth looking into. 

As for the new data, looks like the issue is on hop 3 which is past the CMTS so I don't think a local tech can fix it. It's also less then 1% packet loss so you will hit more red tape. The 50% packet loss is a red herring. If it was real packet loss, you would see it at the next hop. This is called ICMP de-prioritization. Try changing the traffic type to TCP/UDP and see if there is any difference. 

Also, you don't need to use Imgur for pingplotter. You can post the link directly from File > Sharing > Create sharing page. It's the other images you uploaded that are difficult to see.

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rmgerrmann

New Contributor II

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9 Messages

That 177 is my Xbox. This first ping plotter is for UDP for Xbox.com.  https://share.pingplotter.com/ikoWvsbbfoN

This is TCP with HTTP selected, wasn't sure if I was supposed to tick DNS or Http. 

https://share.pingplotter.com/QySpd7yAFFW Just goes straight to 100% packet loss so I must be doing something wrong with the TCP test?

Your help is super appreciated for real.

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ChrisJ2

Moderator

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509 Messages

Hi, there. Thank you for your inquiry. The provided information is only showing one dropped packet and no uncorrectables, though I am glad to help you determine what the specific issue might be. Please email us at cox.help@cox.com with your physical address, full name and Cox PIN. We would be able to examine the node and help you better determine the source of your issue. 

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rmgerrmann

New Contributor II

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9 Messages

Trying to charge me $20 more to try my older router and see if that's the issue. Telling me I paid one price before when I clearly have never paid that. I've really been trying to just resolve this issue with no problems with you guys but this is insane right now.

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ChrisJ2

Moderator

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509 Messages

We can swap that modem for you without levying a charge, unless the panoramic rental was part of the special pricing. I am so sorry that was your experience.  Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post.  Because this post falls outside of the purpose of our forums I will be turning off replies to this thread. We look forward to receiving your email so that we may assist you.

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