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Cwicklund's avatar
Cwicklund
New Contributor

Chronic Routing issues to GTT Dallas - Tulsa COX

Hello,

I am having a chronic issue that I cant get a resolution, so I decided to post here in hopes someone knowledgeable at Cox can reach out and resolve the issue.

I have had a problem routing to GTT ISP in Texas for around 3 months now. I've had 3 tickets open with Cox, and they have not done anything to resolve the issue.

I manage a lot of servers in both Texas and Illinois. They all transverse the GTT backbone from Texas to Chicago. I am on COX Cable in Tulsa Oklahoma.

  • I have insane response times to this ISP(GTT) routing through COX ranging from 90-130ms.
  • Normally this runs at 20-30ms.
  • This started about 3 months ago.
  • This does not happen on my other ISP connections.
  • I believe the problem is with COX, and a Peer (I think Level3), the traffic is then handed off to GTT.
  • I am at the point where I may have to switch providers.
Is there anyone at Cox that can Help resolve the issue?
Other than their support asking me to restart my modem.

C:\Users\IshbO>tracert 77.67.71.221

Tracing route to ae13.cr3-dal3.ip4.gtt.net [77.67.71.221]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms pfSense.localdomain [192.168.1.1]
2 8 ms 7 ms 10 ms 10.37.48.1
3 9 ms 9 ms 10 ms COX-68-12-9-246-static.coxinet.net [68.12.9.246]
4 10 ms 9 ms 9 ms COX-68-12-9-74-static.coxinet.net [68.12.9.74]
5 26 ms 26 ms 26 ms dalsbprj01-ae1.0.rd.dl.cox.net [68.1.2.109]
6 * * * Request timed out.
7 * * * Request timed out.
8 112 ms 113 ms 114 ms ae13.cr3-dal3.ip4.gtt.net [77.67.71.221]

Trace complete.

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  • Cwicklund's avatar
    Cwicklund
    New Contributor

    I finally got in touch with a Cox Representative Level 2 today.

    He says he can open a trouble ticket to their NOC in Georgia.

    I am going to provide troubleshooting documentation to him tomorrow when the issues are occurring.

    At least a step forward this time.

    We will see how this goes.

  • DannyS's avatar
    DannyS
    Moderator

    Hello,

    Looking at the trace it appears that it will be on either us or GTT as there are two hops between us that are not responding to ping request.  Glad to here you are in contact with our Tier 2 department in hopes to resolve any possible routing issues.  After they receive your information and escalate if required you shouldn't need our assistance at that point with this concern.  In the future if you do have an individual service issue please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service.  After we have that information we can start to assist from there.

  • Anonwhitehat's avatar
    Anonwhitehat
    New Contributor

    Yes you need noc and a custom configuration file pushed to your modem! I belive they use mostly a gay tool called HomeView and it has basic view but in your case they need their old tool edgehealth which was bomb