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mkautzm

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Service Oversold in Irvine, CA. CMTS response time fluctuates wildly

It appears that Cox does not have the infrastructure to support usage at peak hours near my location.  This results in highly degraded service in the afternoon until later at night.  Some investigation strongly suggests that what I assume is the CMTS is badly overloaded.  These results were taken around 7:00pm.

When attempting to talk to Customer Support about this, they insist on just resetting my modem, and talking to anyone with any knowledge about the subject matter seems impossible.

If my service is going to be degraded, and indeed unusable for several hours a day for anything response-time sensitive, then I expect that I should be paying a 'degraded' bill...

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KevinM2

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Hi mkautzm, can you please unplug your modem for at least 30 seconds and plug it back in for us? Please also make sure there are no loose or damaged connections in the home either. What issues are you experiencing specifically, is it slow speeds or intermittent connectivity? Are all devices experiencing this? In reference to traceroutes, we strongly recommend performing them on a hard-wired connection. -Kevin M. Cox Support Forum Moderator

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mkautzm

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This is after power cycling hardware, although it doesn't really matter because the problem is outside my house (I assume 10.75.135.1 is the CMTS).  Everything is wired, but it wouldn't matter because the problem is at the CMTS - you can even verify this by looking at the hop to my router, which is reliably sub 1ms.  Same thing with damaged connections - the response time to my router is sub 1ms.

The problems I experience are self-evident.  If the the response time to the CMTS has +/- 300ms, it means response times to every service is +/- 300ms.

Evidence suggests strongly that the area is oversold and the CMTS is overloaded during peak hours.

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KevinM2

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Hello, the second hop (10.75.135.1) is more than likely your modem, as it is a private IP Address. Additionally, the first hop appears to be a wireless router because the numbers begin with 192. Your modem shows it's been online for 67 days. When power-cycling the equipment, I recommend unplugging the modem itself for at least 60 seconds. Can you please perform another traceroute on a hard-wired connection?

Also, issues are you experiencing with our internet service specifically? -Kevin M. Cox Support Forum Moderator

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mkautzm

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It is not uncommon, and it's indeed quite a common config for the CTMS show up as an internal address.  If you'd like additional evidence:

This is a set of results FROM a service provider TO my house:

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 5.782 ms 5.757 ms 5.758 ms
2 24.105.18.3 (24.105.18.3) 5.759 ms 5.758 ms 5.759 ms
3 137.221.105.16 (137.221.105.16) 5.760 ms 5.762 ms 5.776 ms
4 137.221.66.18 (137.221.66.18) 5.747 ms 5.750 ms 5.753 ms
5 137.221.83.66 (137.221.83.66) 8.765 ms 8.774 ms 8.776 ms
6 137.221.65.68 (137.221.65.68) 8.775 ms 6.120 ms 6.105 ms
7 137.221.68.32 (137.221.68.32) 6.231 ms 6.032 ms 6.061 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 5.383 ms 5.480 ms 5.464 ms
9 68.1.1.170 (68.1.1.170) 7.965 ms 7.982 ms 7.981 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 23.158 ms 22.461 ms 20.312 ms


02/12/2019 04:13:20 UTC
--------------------

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.720 ms 0.710 ms 11.274 ms
2 24.105.18.3 (24.105.18.3) 11.342 ms 11.358 ms 11.429 ms
3 137.221.105.16 (137.221.105.16) 11.405 ms 11.409 ms 11.421 ms
4 137.221.66.18 (137.221.66.18) 11.423 ms 11.427 ms 11.430 ms
5 137.221.83.66 (137.221.83.66) 11.354 ms 11.360 ms 11.364 ms
6 137.221.65.68 (137.221.65.68) 11.428 ms 8.095 ms 8.066 ms
7 137.221.68.32 (137.221.68.32) 8.008 ms 7.284 ms 7.267 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 5.817 ms 5.812 ms 5.814 ms
9 68.1.1.170 (68.1.1.170) 8.675 ms 8.701 ms 8.221 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 20.152 ms 18.407 ms 18.388 ms


02/12/2019 04:13:20 UTC
--------------------

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 4.595 ms 4.595 ms 4.598 ms
2 24.105.18.3 (24.105.18.3) 15.221 ms 15.228 ms 15.234 ms
3 137.221.105.16 (137.221.105.16) 15.250 ms 15.265 ms 15.272 ms
4 137.221.66.18 (137.221.66.18) 15.276 ms 15.280 ms 15.283 ms
5 137.221.83.66 (137.221.83.66) 15.235 ms 15.246 ms 15.251 ms
6 137.221.65.68 (137.221.65.68) 15.335 ms 6.616 ms 6.597 ms
7 137.221.68.32 (137.221.68.32) 6.584 ms 7.757 ms 7.753 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 6.327 ms 8.119 ms 8.087 ms
9 68.1.1.170 (68.1.1.170) 9.544 ms 9.546 ms 9.548 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 17.477 ms 21.586 ms 21.178 ms


02/12/2019 04:13:20 UTC
--------------------

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 1.500 ms 1.483 ms 3.976 ms
2 24.105.18.3 (24.105.18.3) 34.755 ms 34.795 ms 35.090 ms
3 137.221.105.16 (137.221.105.16) 8.151 ms 8.161 ms 8.169 ms
4 137.221.66.18 (137.221.66.18) 3.993 ms 4.003 ms 4.010 ms
5 137.221.83.66 (137.221.83.66) 8.227 ms 8.248 ms 8.255 ms
6 137.221.65.68 (137.221.65.68) 8.075 ms 5.888 ms 5.891 ms
7 137.221.68.32 (137.221.68.32) 6.066 ms 6.390 ms 6.643 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 5.537 ms 5.528 ms 5.529 ms
9 68.1.1.170 (68.1.1.170) 13.621 ms 13.640 ms 13.642 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 27.396 ms 27.341 ms 27.358 ms


02/12/2019 04:13:22 UTC
--------------------

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.217 ms 0.436 ms 0.455 ms
2 24.105.18.3 (24.105.18.3) 0.737 ms 0.776 ms 0.808 ms
3 137.221.105.16 (137.221.105.16) 0.800 ms 0.807 ms 1.138 ms
4 137.221.66.18 (137.221.66.18) 46.705 ms 46.709 ms 46.714 ms
5 137.221.83.66 (137.221.83.66) 15.051 ms 15.058 ms 15.066 ms
6 137.221.65.68 (137.221.65.68) 28.487 ms 26.033 ms 25.997 ms
7 137.221.68.32 (137.221.68.32) 5.831 ms 6.021 ms 6.010 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 5.470 ms 5.466 ms 5.470 ms
9 68.1.1.170 (68.1.1.170) 7.503 ms 7.600 ms 7.400 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 101.728 ms 99.563 ms 95.767 ms


02/12/2019 04:13:24 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:20 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.5 1.1 0.3 5.9 1.6
2.|-- 24.105.18.3 0.0% 10 0.7 7.0 0.4 44.1 14.0
3.|-- 137.221.105.16 0.0% 10 1.0 3.3 0.8 13.7 4.0
4.|-- 137.221.66.18 0.0% 10 1.2 3.5 0.9 16.8 5.2
5.|-- 137.221.83.66 0.0% 10 6.0 14.3 5.7 45.1 13.1
6.|-- 137.221.65.68 0.0% 10 6.1 7.4 5.6 21.0 4.7
7.|-- 137.221.68.32 0.0% 10 6.1 6.1 5.9 6.5 0.0
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.5 5.5 5.4 5.6 0.0
9.|-- 68.1.1.170 0.0% 10 13.9 13.2 8.0 22.7 5.2
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 92.8 51.4 17.1 92.8 25.1


02/12/2019 04:13:20 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:20 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.6 1.0 0.3 4.5 1.1
2.|-- 24.105.18.3 0.0% 10 0.6 6.5 0.6 44.0 14.0
3.|-- 137.221.105.16 0.0% 10 1.2 2.9 0.7 10.3 3.0
4.|-- 137.221.66.18 0.0% 10 1.2 3.5 0.9 16.5 5.1
5.|-- 137.221.83.66 0.0% 10 6.1 14.2 5.6 43.9 12.9
6.|-- 137.221.65.68 0.0% 10 6.0 7.4 5.7 21.3 4.8
7.|-- 137.221.68.32 0.0% 10 6.3 6.2 5.9 6.7 0.0
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.4 5.5 5.4 5.7 0.0
9.|-- 68.1.1.170 0.0% 10 13.8 13.2 7.9 23.0 5.4
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 92.8 50.3 15.5 92.8 26.6


02/12/2019 04:13:20 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:20 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.5 0.5 0.3 1.0 0.0
2.|-- 24.105.18.3 0.0% 10 0.7 5.0 0.5 44.1 13.7
3.|-- 137.221.105.16 0.0% 10 0.9 3.3 0.7 13.6 4.4
4.|-- 137.221.66.18 0.0% 10 1.4 3.7 1.0 16.7 5.1
5.|-- 137.221.83.66 0.0% 10 5.9 12.3 5.7 25.5 8.6
6.|-- 137.221.65.68 0.0% 10 5.9 7.3 5.6 20.9 4.7
7.|-- 137.221.68.32 0.0% 10 6.4 6.3 6.1 7.2 0.0
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.5 5.5 5.4 5.7 0.0
9.|-- 68.1.1.170 0.0% 10 14.0 13.1 7.7 22.6 5.3
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 92.6 51.1 17.2 92.6 27.2


02/12/2019 04:13:20 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:22 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.4 0.2 0.6 0.0
2.|-- 24.105.18.3 0.0% 10 0.6 0.7 0.5 1.1 0.0
3.|-- 137.221.105.16 0.0% 10 0.8 0.9 0.6 1.1 0.0
4.|-- 137.221.66.18 0.0% 10 1.1 7.4 0.8 39.7 13.5
5.|-- 137.221.83.66 0.0% 10 5.7 17.4 5.7 50.6 15.5
6.|-- 137.221.65.68 0.0% 10 5.9 8.2 5.7 28.5 7.1
7.|-- 137.221.68.32 0.0% 10 19.4 9.9 6.0 26.7 7.2
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.4 5.5 5.4 5.8 0.0
9.|-- 68.1.1.170 0.0% 10 40.3 11.0 7.4 40.3 10.3
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 30.1 33.6 19.5 70.3 15.2


02/12/2019 04:13:22 UTC
--------------------

TRACEROUTE:
traceroute to 70.181.109.239 (70.181.109.239), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.960 ms 0.944 ms 0.947 ms
2 24.105.18.3 (24.105.18.3) 1.926 ms 1.960 ms 1.963 ms
3 137.221.105.16 (137.221.105.16) 1.988 ms 1.992 ms 1.996 ms
4 137.221.66.18 (137.221.66.18) 1.958 ms 1.961 ms 2.380 ms
5 137.221.83.66 (137.221.83.66) 6.586 ms 6.613 ms 6.620 ms
6 137.221.65.68 (137.221.65.68) 6.412 ms 5.978 ms 5.967 ms
7 137.221.68.32 (137.221.68.32) 6.258 ms 6.157 ms 6.657 ms
8 langbbrj02-ae1.301.r2.la.cox.net (68.105.30.129) 5.921 ms 5.942 ms 5.944 ms
9 68.1.1.170 (68.1.1.170) 7.881 ms 7.888 ms 7.533 ms
10 * * *
11 ip70-181-109-239.oc.oc.cox.net (70.181.109.239) 185.764 ms 185.145 ms 183.127 ms


02/12/2019 04:13:35 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:22 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.3 0.3 0.4 0.0
2.|-- 24.105.18.3 0.0% 10 0.7 0.7 0.5 1.6 0.0
3.|-- 137.221.105.16 0.0% 10 0.8 0.9 0.7 1.1 0.0
4.|-- 137.221.66.18 0.0% 10 1.2 3.0 0.9 20.3 6.1
5.|-- 137.221.83.66 0.0% 10 5.8 17.0 5.7 66.7 19.5
6.|-- 137.221.65.68 0.0% 10 5.8 16.5 5.8 61.2 22.3
7.|-- 137.221.68.32 0.0% 10 6.0 9.9 5.8 38.4 10.1
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.5 5.6 5.3 6.6 0.0
9.|-- 68.1.1.170 0.0% 10 18.7 9.2 7.4 18.7 3.4
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 41.2 31.8 19.3 81.6 19.4


02/12/2019 04:13:22 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:26 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.5 0.0
2.|-- 24.105.18.3 0.0% 10 0.7 5.4 0.5 47.9 14.9
3.|-- 137.221.105.16 0.0% 10 0.7 1.0 0.6 1.2 0.0
4.|-- 137.221.66.18 0.0% 10 1.3 9.0 1.0 60.6 18.8
5.|-- 137.221.83.66 0.0% 10 5.7 5.9 5.7 6.2 0.0
6.|-- 137.221.65.68 0.0% 10 5.8 14.2 5.7 53.1 17.7
7.|-- 137.221.68.32 0.0% 10 5.8 9.5 5.8 35.3 9.1
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.4 7.9 5.4 29.7 7.6
9.|-- 68.1.1.170 0.0% 10 7.5 10.1 7.5 31.1 7.3
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 122.2 78.3 16.7 297.4 85.6


02/12/2019 04:13:26 UTC
--------------------

Looking at the last hop, the variance between not only the samples, but between all samples is wildly high, indicating congestion at that node (or the node before it, but it's a black hole).

Regardless, once again, this is within Cox's network, and once again, this strongly indicates that there is congestion on the service end, not my network's end of this link.

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mkautzm

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It is not uncommon for a CMTS to show up as a local address.  If you'd like another view of this, these results are FROM a service provider, TO my house:

02/12/2019 04:13:22 UTC
--------------------

MTR:
Start: Mon Dec 2 04:13:26 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.5 0.0
2.|-- 24.105.18.3 0.0% 10 0.7 5.4 0.5 47.9 14.9
3.|-- 137.221.105.16 0.0% 10 0.7 1.0 0.6 1.2 0.0
4.|-- 137.221.66.18 0.0% 10 1.3 9.0 1.0 60.6 18.8
5.|-- 137.221.83.66 0.0% 10 5.7 5.9 5.7 6.2 0.0
6.|-- 137.221.65.68 0.0% 10 5.8 14.2 5.7 53.1 17.7
7.|-- 137.221.68.32 0.0% 10 5.8 9.5 5.8 35.3 9.1
8.|-- langbbrj02-ae1.301.r2.la.cox.net 0.0% 10 5.4 7.9 5.4 29.7 7.6
9.|-- 68.1.1.170 0.0% 10 7.5 10.1 7.5 31.1 7.3
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- ip70-181-109-239.oc.oc.cox.net 0.0% 10 122.2 78.3 16.7 297.4 85.6

Looking at the last result, you can clearly see there is a great deal of variance, indicating an overloaded (or misconfigured) node in the route.  I had a post with a lot of other examples showing similar results.

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KevinM2

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@mkautzm, I am having difficulty viewing this MTR. Can you please manually power-cycle your modem, and then perform another traceroute? Please bypass your wireless router and provide the traceroute on a hard-wired connection to the modem. -Kevin M. Cox Support Forum Moderator

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dww2000

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Thank you mkautzm for bringing this up. I live in Rancho Santa Margarita and have the same issue. It seems to correspond to the time when all the kids get home in the afternoon until later in the evening. Every time I call I get the same get the response "reset your modem". I had a cox person come out only to be told that my equipment was old and outdated (Arris TG2472) and that it was not supported anymore. There was no specific remedy offered. So I too have been paying for Panoramic service but not getting it. 

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KevinM2

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@Dww2000, your modem is not reporting any signal levels to us at the moment. Can you please make sure all cables are tightly secured and free of damage? If you have a splitter, we recommend removing it for troubleshooting purposes, to see if this resolves the issue. -Kevin

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