EricB

Contributor

•

40 Messages

Closed

Excessively High Ping, Jitter, Intermittent packet loss, connection almost useless between 6-11pm

Ongoing since there was a reported "outage" in Chandler AZ crossroads Ray/McClintock on March 24th between 6 and 11pm, I received a text message around 9pm, that the issue was resolved. During the outage packet loss was around 10-15% to the CMTS: 10.38.180.1 After the issued being resolved, Packet loss between 6-11pm is 1-2%(intermittent), and ping is anywhere from 5 - 500+ms.

This is tracert Data from 5:50pm Today.

|                                      WinMTR statistics                                   |
|                       Host              -    % | Sent | Recv | Best | Avg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                           192.168.0.1 -    0 |   68 |   68 |    0 |    0 |      1 |    0 |
|                           10.38.180.1 -    0 |   68 |   68 |    6 | 14 | 123 |    7 |
|                            100.127.73.152 -    0 |   68 |   68 | 7 | 16 | 130 |    9 |
|                          100.120.100.6 -    0 |   68 |   68 |     7 |      18 |   130 |    9 |
|   mtc3dsrj01-ge708.103.rd.ok.cox.net -    0 |   68 |   68 | 54 | 63 |   169 |   58 |
|         ip70-167-150-222.at.at.cox.net -    0 |   68 |   68 |    54 |    62 |   176 |   54

Last night, Jitter across 10.38.180.1 - the final hop was over 500ms. Spikes as high as 650 occurred, and this has been the norm every night for the past 5days. Voip, Gaming, Streaming, is all completely useless during this time.

My signal levels are picture perfect, no uncorrectables, etc. I will be promptly be filing a FCC complaint within 72hrs, if this issue is not addressed and resolved. Paying over 200$ a month for Internet, TV, and Phone, this quality of service is unacceptable.

S

Smokeytheflea

New Contributor III

•

18 Messages

I opened a similar complaint today that I have had for a month. I have found several others in this forum recently having the same issue.

forums.cox.com/.../high-jitter-causing-instability-in-voice-programs-along-with-games

Look like your problem? This person is one I found that is about 2 weeks ahead of us in the troubleshooting. I asked that he update if he gets it fixed.

E

EricB

Contributor

•

40 Messages

The only way to get any response from cox that resolves an issue, is to file a FCC complaint. I had a upstream noise issue for weeks, 10+ calls to support 6 techs out to the house blaming my Cox provided modem, and anything else that isn't their outdated, decrepit network. file FCC complaint, and within 48hrs the issue was discovered and another 48hrs it was resolved.

As long has they have their monopoly and we pay for their overpriced service, they don't give a ***. Unless they are forced by law, to investigate, and respond to a FCC complaint within 30days.

Like

Reply

S

Smokeytheflea

New Contributor III

•

18 Messages

Writing the complaint up as we speak, seems to be the only way to get them to admit they have a problem

Like

Reply

E

EricB

Contributor

•

40 Messages

Update 7:30pm tracert data
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host               -   % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                           192.168.0.1 -    0 | 201 | 201 |     0 | 0 |     1 | 0 |
|                               10.38.180.1 -    1 | 197 | 196 |     3 |    16 | 141 |   14 |
|                          100.127.73.152 -    1 | 197 | 196 |     4 |    18 | 258 |   20 |
|                          100.120.100.6 -    0 | 201 | 201 |   3 |    18 | 144 |   16 |
|     mtc3dsrj01-ge708.103.rd.ok.cox.net -    0 | 201 | 201 | 53 |    66 | 207 |   78 |
|       ip70-167-150-222.at.at.cox.net -    0 | 201 | 201 |    51 | 62 | 193 |   59 |

Spikes getting higher, packet loss starting.   Will update again, when the average ping to the CMTS is over 70. in a few hours like last night.

B

Becky

+2 more

Moderator

•

4.3K Messages

Hi EricB, your modem isn't reporting any packet loss at this time, and your WinMTR traceroute shows zero packet loss at the end of the trace. Please post further WinMTRs, traceroutes, or PingPlotter examples here or email them to us at cox.help@cox.com. -Becky, Cox Support Forums Moderator

Like

Reply

E

EricB

Contributor

•

40 Messages

3:30-4:15pm PST
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                        Host              -   % | Sent | Recv | Best | Avrg | Wrst | Last |
| --------------------------------------------------|----|---------|---------|------|------|-------|------|
|                             192.168.0.1 -   0 | 1982 | 1982 |   0 | 0 |    1 |   0 |
|                           10.38.180.1 -   1 | 1911 | 1893 |    3 |   20 | 348 |   9 |
|                          100.127.73.152 -   2 | 1883 | 1858 |    3 |   22 | 349 |   8 |
|                                100.120.100.6 -   1 | 1911 | 1893 |    5 |   22 | 347 |    7 |
| mtc3dsrj01-ge708.103.rd.ok.cox.net -   1 | 1911 | 1893 |   52 |   69 | 397 | 55 |
|           ip70-167-150-222.at.at.cox.net -   1 | 1911 | 1893 |   50 |   66 | 393 | 55 |
|               No response from host - 100 |   397 |      0 |    0 | 0 |      0 |   0 |

The final hop is Riot Games in Chicago, as per normal game servers deny ping requests.

Here is another tracert to google.com
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                      Host              -   % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------ ------------------------|------|------|------|------|--------|-------|
|                             192.168.0.1 -   0 |   59 |   59 | 0 |    0 |        1 | 0 |
|                           10.38.180.1 -   0 |   59 |   59 |    3 |   17 | 264 | 22 |
|                          100.127.73.154 -    0 |   59 |   59 |    3 |   18 | 262 | 22 |
|                          100.120.100.10 -    0 |   59 |   59 | 5 |   20 | 265 | 23 |
|                                68.1.4.252 - 0 |   59 |   59 | 15 |   32 | 276 | 31 |
|                          68.105.30.142 -    2 |   55 |   54 |    15 | 26 |    57 |    34 |
|                         108.170.238.58 -    0 |   59 |   59 |   16 |   29 | 271 | 34 |
|                          209.85.245.229 -    2 |   55 |   54 |    16 |   30 | 277 | 33 |
|       lax17s38-in-f14.1e100.net -    0 |   59 |   59 | 15 |   30 | 276 |    33 |

Better Packet loss in a smaller sample size, but equally atrocious ping spikes.

Also of course my Modem isn't showing packet loss at the time of your reply, being 4AM PST and all.... Try looking at your network during 4-11pm when its on fire, vs 4am when most people are sleeping.

I can sit here for the next 8hours collect tracert data showing insane ping spikes and jitter, with intermittent packet loss. But it isn't going to show anything different, than what is already here, and the same issue everyone else is having. I will continue to collect data, to provide to the FCC, if the issue is not resolved soon :)

Like

Reply

E

EricB

Contributor

•

40 Messages

Tracert Data to Discord, which we are using to work from home atm, for both VOIP, and screen share /streaming... it is impossible to use Discord, Slack, and/or Skype at the moment.

Like

Reply

E

EricB

Contributor

•

40 Messages

Another 1 during peak hours..... Feel free to look into it, and you know ping my modem not at 4am, when the node isn't over saturated. Either way, I filed a FCC complaint, so Cox will be forced to lie to me and the FCC within the next 30days,about how you oversell nodes,constantly. Good thing also have BBB, and AZ attorney general to reach out to as well :)

Like

Reply

WT

women-tiger

New Contributor III

•

13 Messages

I live in Vegas and this issue been going on for about 3 - 4 weeks now. I can no longer play online games because the ping would spike so bad and all Cox said is everything is ok. I will switch to Century Link soon if this doesnt get resolve. Also I already canceled their cable TV service since they keep jacking up the price.

A

Alef_Meem

New Contributor III

•

17 Messages

Hi Eric,

I am so glad I found your post and now am 100% certain it is not my connection alone.

I have been experiencing the exact same issue as you. In fact, we share the same CMTS (I live on the southwest corner of Ray and McClintock close to Desert Breeze Park). I first noticed this yesterday afternoon after trying to play Call of Duty online (had not played in a few weeks) and experiencing extreme lag and rubber banding. At first I attributed it to the large player base due to everyone being indoors, but then I monitored my connection yesterday afternoon and night and found I am experiencing high jitter and packet loss as well.

Please keep us updated! Is there anything I can do to contribute? I am sure all of us would like this issue resolved. I pay $87.99/month for the 150 down/5 up, but such throughput is useless with an unstable connection making things like VoIP (for my online classes) and online gaming useless.

Modem: SB6141 (owned for four years now, NOT the issue)

Downstream and upstream signal levels are all at their normal levels.

Tracert results (5:30PM):

Edit: I tried posting these results but it flags it as spam for some reason!

Ping results to google.com (I normally get 22-28ms):

30+ms sporadic to 200ms, not normal!

Edit: See above^

E

EricB

Contributor

•

40 Messages

You can file a complaint with the FCC. https://consumercomplaints.fcc.gov/hc/en-us That is the only option we have to facilitate a node split. Cox never does anything that costs them money, unless their hand is forced.

Also glad to know someone else on the same node, is having the exact same issue. Maybe it will help speed up the issue being resolved.

Like

Reply

A