New Contributor III
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12 Messages
Poor and unstable upload speeds
I live stream on Youtube and been having consistent upload speed issues. Doesn't matter what time of day or night it is either. This has been an ongoing intermittent issue where most of the time I get 1/4 to 1/10th the speed. Had 300/10 service, lucky to get a stable 2mbps up. Upgraded to gigi with 30 up, anything more than 3-5mbps up is usually unstable. I know Cox is not responsible for Youtube's ingest servers but even using my phone as a hotspot gets better results.
I've run speed tests (can't use the Cox speed test), ping trace, and monitored every hop. Almost all the packet loss and latency happens before it even exits the Cox framework. I'm also always being routed through the CMTS/Headend in Ashburn which is almost 200 miles away.
Every time support is contacted or a tech comes out it's "must be your hardware". As a former business accounts service tech, I've eliminated any chance that's it's my hardware.
So the question is who do I need to speak with to get this resolved? I'm not asking for always stable 30mbps as I know that's unicorn. Just who to talk to so I can at least get 10-15mbps stable.
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3298y2938h
New Contributor II
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15 Messages
My first step would be to file an FCC complaint. They'll have someone from executive escalations contact you and try to figure it out. That would be your best bet in my opinion.
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WiderMouthOpen
Esteemed Contributor III
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3.5K Messages
FYI the CMTS is the 2nd hop. I believe that is one of their edge routers. It doesn't seem to be effecting your latency too much. I would more interesting in seeing pingplotter to youtube.
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Jormungand
New Contributor III
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12 Messages
Well . . . that didn't last long.
The first 24hrs upstream was fine. and speed tests were excellent. Now I'm again fighting to get stable 3mbps up.
Don't worry Cox, I set up a dedicated computer that's logging everything.
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mattlqx
New Contributor II
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9 Messages
I'm largely in the same boat here. I have random periods of light or heavy packet loss. It used to be about 2%, now the past few days it's been 20% at times. They've come out and tested my line which has a strong signal. I've wired a laptop directly into the modem and it's shown the same packet loss (aka not any switch or router issue). I've tried to convince Cox support that there's an IP level issue inside their network as the packet loss starts at the next hop beyond my modem (their concentrator) but they just insist it's my modem or device.
Even with 20% packet loss, the downstream is okay, 600mbits out of 1gbit, but the upstream is abysmal at 1-2mbits.
I've also replaced my modem for the heck of it, no change. I have graphs for TCP connection times to my server in EC2, packet loss to my next hop, but nobody qualified enough to look at it within Cox. It's pretty sad.
Not to be that guy, but I know what I'm talking about (been doing this stuff for 30 years) and trying to get beyond tier 1 support seems pretty impossible. I don't want to waste more hours waiting through the same basic questions for them to tell me it's my gear. I just keep hoping that someone in Net Eng wakes up and figures out their issues.
(the spike of 100% loss was resetting my modem)
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