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preops72

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Unreliable Connectivity & Upload Speeds

The internet at my home has been an ongoing issue for nearly 2 years now, but became 10x worse in the last 2 weeks with no changes to anything.

I have tried 3 different routers, 2 different modems, upgraded to CAT8 cables and essential exhausted all options and troubleshooting on my end.

I've paid out of pocket to have a Cox Technician come out and run a direct line to my room in hopes it would resolve the issue, no luck, perhaps worse even.

Today I reached out via chat to a technical support representative and the tech rebooted the modem and believed the issue to be resolved, I knew this would not but did not have any way of getting this tech to escalate my issue. Moments after we ended our technical chat the upload speeds did a dip back to 0 so as I had suspected the issue indeed was not resolved.

For a casual internet user it would only be a slight inconvenient. But I am an avid user that is trying to use a constant 10-20mbps upload for livestreaming, and video upload.

The current devices I have installed at our home are
Modem: ARRIS SURFboard SB8200 DOCSIS 3.1 - Link: https://a.co/d/1iOPeB1 
Router: NETGEAR Nighthawk Pro Gaming WiFi 6 Router (XR1000) 6-Stream AX5400 - Link: https://a.co/d/3gflkNn

I've also got a few sets of pingplotter results here

Link: https://imgur.com/jzAHLWK 
Link: https://imgur.com/yZA3Jhb 
Link: https://imgur.com/CiUTJ0C 
Link: https://imgur.com/UbpTss7 

If there's anything else I can provide to help resolve this please let me know and I'll do my best to gather any/all information needed.

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preops72

New Contributor III

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Here's a few more that just occurred
Link: https://imgur.com/Z5v7nBb 
Link: https://imgur.com/9wTC9DF 

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

While most of the packet loss is at hop 2, which is between modem and Cox, some of the pingplotter shows packet loss happening at the router itself. It could just be how your router is handling ICMP packets. Have you tried bypassing the router and connecting direct to the modem and tried streaming then?

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preops72

New Contributor III

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12 Messages

I have not but certainly can try and test it! 

Though mind you these same issues have been occurring on these other 2 routers that I tried using to resolve the issue before the one I now have.

Router 2: IQrouter – IQRV3 - Link: https://a.co/d/fLycbpf 

Router 3: TP-Link AC5400 Tri Band WiFi Gaming Router(Archer C5400X) - Link: https://a.co/d/2g0qmUx 

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

Can you post your signal levels from 192.168.100.1? See here for more info. Also, check your logs around the time of the disconnects. Do you see any T3 or T4 errors? If you post the logs, make sure to edit out your MAC address.

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preops72

New Contributor III

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Thank you for helping!

Here's my Downstream Bonded
Link: https://imgur.com/IRmaZg4 

Here's my Up Stream Bonded
Link: https://imgur.com/YlQY8Qx 

Here's my Procedure Info
Link: https://imgur.com/mVQBQvu 

When you say log I assume you mean the "Event Log" inside my Arris would that be correct?

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

Well I see you have a upstream OFDM channel. Do you know if that is a recent change(2 weeks ago)?  There is a slight trend of people having T3 time outs and other issues after the upgrade.

Besides that I also see some uncorrectables on the downstream and not the best signal levels in the world, but not horrible either.

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WiderMouthOpen

Esteemed Contributor III

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When you say log I assume you mean the "Event Log" inside my Arris would that be correct?

Yes,  the Event log.

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preops72

New Contributor III

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Sorry it took awhile to photoshop out the MACs

Event Log Page 1: https://imgur.com/C1cqOUM 
Event Log Page 2: https://imgur.com/W7KzYij 

If I mistakenly covered incorrect MACs let me know as I can easily undo with photoshop.

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WiderMouthOpen

Esteemed Contributor III

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Lots of T3 timeouts. The time you got 16 in a row(AKA T4 error) causes the modem to reset. I also see a  upstream profile change which would also effect traffic.

When you say you have a direct connection, does that mean from the street? No Cox phone or TV service? If so, I would suggest a technician. You might need to rent one of their gateways for a month before they will escalate the issue.

Besides that can you explain the wiring outside your house? Is it above ground or underground? Do you have a splitter or filter on your tap?

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