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Dave9

Contributor III

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251 Messages

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Upstream issues getting worse

Having issues with T3 timeouts and packet loss since Monday. It's getting worse. Now seeing multiple T3 timeouts per hour causing average of 3-5% packet loss up to maximum of 10% packet loss. Modem and cable are both almost brand new. Nothing has changed on my end. This appears to be an issue with the Cox network infrastructure. I've had similar problems before and they fixed themselves after a while, but I need a reliable connection ASAP. Please advise of any known issues and ETA for repair.

Downstream signals and error counts are excellent. Upstream power levels are normal (38-40 dBmV). This appears to be an intermittent issue with the upstream connection, possibly due to RF ingress.

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Allan

Moderator

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2.4K Messages

@Dave9, Your modem is reporting some time out errors. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator

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Dave9

Contributor III

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251 Messages

No, it's a straight connection all the way to the demarc. All indoor cables have been replaced. Everything was working perfectly until Monday.

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JonathanJ

Former Moderator

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@Dave9

Since there aren't any splitters or amp we may need to schedule a technician out. Please email your full name and address to cox.help@cox.com. Also, include a link to this thread.


Jonathan J
Cox Moderator

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Dave9

Contributor III

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251 Messages

E-mail sent. This morning I was experiencing up to 25% upstream packet loss, but 0% downstream packet loss. Please note this important data point that the packet loss appears to be upstream only.

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Dave9

Contributor III

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251 Messages

No reply to my e-mail yet, but here's more information showing 11% average and 23% peak upstream packet loss but 0% downstream packet loss. This affects any service that depends on upstream data (video conference, audio conference, gaming, etc.) As mentioned before, this seems to have started on Monday.

Upstream test:
Accepted connection from (redacted), port 59453
[  5] local (redacted) port 5201 connected to (redacted) port 64253
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  5]   0.00-1.00   sec  2.64 MBytes  22.1 Mbits/sec  1.346 ms  34/372 (9.1%)
[  5]   1.00-2.00   sec  3.31 MBytes  27.8 Mbits/sec  0.825 ms  35/459 (7.6%)
[  5]   2.00-3.00   sec  3.26 MBytes  27.3 Mbits/sec  0.813 ms  35/452 (7.7%)
[  5]   3.00-4.00   sec  2.62 MBytes  22.0 Mbits/sec  1.645 ms  103/439 (23%)
[  5]   4.00-5.00   sec  3.11 MBytes  26.1 Mbits/sec  1.529 ms  81/479 (17%)
[  5]   5.00-6.00   sec  3.26 MBytes  27.3 Mbits/sec  0.824 ms  39/456 (8.6%)
[  5]   6.00-7.00   sec  3.31 MBytes  27.8 Mbits/sec  1.383 ms  39/463 (8.4%)
[  5]   7.00-8.00   sec  3.31 MBytes  27.8 Mbits/sec  1.333 ms  34/458 (7.4%)
[  5]   8.00-9.00   sec  3.22 MBytes  27.0 Mbits/sec  1.578 ms  47/459 (10%)
[  5]   9.00-10.00  sec  3.25 MBytes  27.3 Mbits/sec  0.748 ms  43/459 (9.4%)
[  5]  10.00-10.14  sec   384 KBytes  21.7 Mbits/sec  1.877 ms  4/52 (7.7%)
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  5]   0.00-10.14  sec  0.00 Bytes  0.00 bits/sec  1.877 ms  494/4548 (11%)

Downstream test:
Connecting to host (redacted), port 5201
Reverse mode, remote host (redacted) is sending
[  4] local (redacted) port 53197 connected to (redacted) port 5201
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  4]   0.00-1.01   sec  3.59 MBytes  29.9 Mbits/sec  0.110 ms  0/459 (0%)
[  4]   1.01-2.01   sec  3.58 MBytes  30.0 Mbits/sec  0.133 ms  0/458 (0%)
[  4]   2.01-3.01   sec  3.57 MBytes  29.8 Mbits/sec  0.132 ms  0/457 (0%)
[  4]   3.01-4.00   sec  3.58 MBytes  30.3 Mbits/sec  0.127 ms  0/458 (0%)
[  4]   4.00-5.01   sec  3.58 MBytes  29.8 Mbits/sec  0.134 ms  0/458 (0%)
[  4]   5.01-6.01   sec  3.58 MBytes  29.8 Mbits/sec  0.127 ms  0/458 (0%)
[  4]   6.01-7.01   sec  3.57 MBytes  30.2 Mbits/sec  0.117 ms  0/457 (0%)
[  4]   7.01-8.02   sec  3.58 MBytes  29.7 Mbits/sec  0.114 ms  0/458 (0%)
[  4]   8.02-9.01   sec  3.58 MBytes  30.3 Mbits/sec  0.119 ms  0/458 (0%)
[  4]   9.01-10.02  sec  3.58 MBytes  29.7 Mbits/sec  0.123 ms  0/458 (0%)
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval           Transfer     Bandwidth       Jitter    Lost/Total Datagrams
[  4]   0.00-10.02  sec  36.1 MBytes  30.3 Mbits/sec  0.116 ms  0/4624 (0%)

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CrystalS

Former Moderator

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440 Messages

Dave,

We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

Crystal S. Cox Support Forum Moderator

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Dave9

Contributor III

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251 Messages

Following up, Cox tech arrived and knew exactly what they were doing. They checked the signals at the pole and confirmed that it's an issue at the Cox plant. They opened a ticket to get that problem corrected and said it should be fixed within a couple of days. Moral of the story is: if you're confident enough in your technical skills to rule out problems with your equipment, call for a tech and don't be scared off by the fear of a $75 charge. I'll post one final update after I've confirmed that the issue is resolved.

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Dave9

Contributor III

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Final update: my issue has been fully resolved. Cox followed up with me, and it was exactly what I thought it was (RF ingress on the node). This was repaired free of charge.

So if you're having similar problems, call for a tech and don't be scared off by the talk of a $75 fee. Look at it this way: if it's a Cox problem, you'll get your problem fixed and won't have to keep asking for help on the forums. And if it's a problem in your equipment, you can get it fixed for $75 which is a very low fee for on-site technical services. So either way you get your problem fixed. It's good to post here so you can get advice from others, but once you've ruled out your own equipment, call for a tech and get your problem fixed.

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