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bradphi

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Zoom meetings severe real-time traffic impairment (packet loss > 80%, > 9 second latency) - screenshare unusable

Agent finally was willing to log a support ticket 

CUIxxxxxxxx54 yesterday, after lengthy discussion of problem I've had for over a year. Not to disparage that agent, but I honestly don't have a lot of confidence that Cox engineering team will investigate.

I have a (lousy) workaround, that allows me to limp by using corporate VPN to bypass Cox routing to Zoom.

In other words, unusable with Cox-only, but problems immediately disappear when I bypass Cox routing/peering.

Curious if any other frequent Zoom users (I'm in Phoenix area) have similar issues?

I have a bunch of geeky details if anyone is interested (e.g., netstat -an output, screenshots from Zoom diagnostics, etc.).

I've taken several steps to narrow the culprit to Cox:

  • tested Zoom with multiple laptops (Mac and Windows)
  • tested with direct connection to Fiber ONT (eliminating my Router)

Thanks!

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JulianN

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Hello. I'm sorry to hear about the issues with connection related to Zoom meetings. I understand that can be frustrating, and disruptive to your work, and home. We value your business, and we would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you! 
-Julian

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Darkatt

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So, I use a computer connected via ethernet, and have zero issues using zoom on Cox. I am on 500/50 plan with Cox, using a CM2000 Netgear modem, and an RAXE300 Netgear router. 

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bradphi

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6 Messages

@Darkatt​ 

Thanks for sharing your experience. If you have a second to reply again, can you confirm that Zoom works well for you when you are Screen Sharing (and in my case, I also often use Record to Cloud).

Zoom works fine if I'm only attending (e.g., fine if I'm only viewing and sharing my cam).

Thanks!

(edited)

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Darkatt

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I have been able to use all aspects of zoom, including recording. My computer is an I9 with a 4090 video card and 2tb M2 hard drive, so the computer is ultra fast, and my connection through Cox is extremely fast. Currently, 1 tv streaming 4K, another is connected to a PS5 gaming, and this is my speed on the computer. https://www.speedtest.net/result/xxxxxxxx0 

(edited)

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CurtB

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@Darkatt​ Heads up.  Your link displays "Result not found". 

 Here's mine.  

User uploaded image

On another matter, my TV remote was requiring multiple presses this morning before the DVR would respond.  Now it's back to normal.  I can even bounce the signal off at least two walls, and it works fine, so long as the geometry sends a bounce in the general direction of the DVR with no obstruction.  What do you suppose was causing the problem earlier?  My thought is there was some type of network issue that has since been resolved.  

5 minutes later: I have slow remote response and have to aim it directly at the DVR again.  Someone must be doing something weird on my network node.   I rarely have an issue, possibly because mine is the closest tap to the node... around 100 feet, maybe less.   

Still later: Normal again.  A device being turned on and off must be affecting the network. 

(edited)

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Darkatt

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just re-ran here. watching netflix on tv, and gaming on a pc this time. 

 https://www.speedtest.net/result/18933067579.png  

(edited)

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bradphi

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Thanks for the additional information Darkatt. My speedtest is always blazing fast, even when I run into the Zoom screen-sharing extreme latency and packet loss -- so still feels like something between Cox and their routing to Zoom servers (Zoom analytics shows I'm connecting to SJC - think this is San Jose - from my Phoenix home).

When I jump on corporate full VPN it routes to a different Zoom server and works much better.

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