Intermittent Upstream issues.

"i do a speed test then, i show 776kbps upload speed,"

Do you have record of any of these speed tests? Can you post one? The latency and download speed may give a clue.

 "tech support detects packet loss"

Packet loss to what? Your modem? Router? PC?

" Last time i had a supervisor tell me to update the firmware on my modem, last i understood, you guys handled the software for this."

Do you or he(supervisor) maybe mean router instead of modem? If it's a modem or gateway, then Cox is responsible (and the only that can do it) for the firmware. If it's a router, then the customer is responsible, and they are the only ones who can do it.

"So i rented a netgear gateway from you"

Did you replace a modem with a gateway? Are you connecting a router to your gateway? Also, I would NOT suggest that particular model, which I assume is CG3000D? It is known to have problems with some people.

" is there anyway for you guys to monitor my speed or my line and find out exactly what is happening"

Cox could put a watch on your modem/gateway, but that will mostly just monitor signal level changes, and not so much packet loss. Can you do a tracert to Twitch to isolate the packet loss? See here for article how. Also, you may want to reduce your stream delay as a temporary work around until the problem can be resolved. That may help.

Last, do you notice if your signal levels change when the latency occurs? Specifically your upstream power level. You can find your signal levels on the gateways diagnostics. 

Fri Aug 28 2015 @ 12:07:58 am San Jose, CA arrow 9.8 MB 6.43 Mbps 804 kB/s 900317864437 Cox Communications history FIRUgJB share
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Thu Aug 27 2015 @ 11:14:03 pm Dallas, TX US arrow 4.3 MB 3.03 Mbps 379 kB/s 900317864437 Cox Communications history 1kuK6Tqy share
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Sat Aug 22 2015 @ 5:50:42 pm San Jose, CA arrow 34.8 MB 10.91 Mbps 1.36 MB/s 16019571285 Cox Communications history gkvXdYw share

"Packet loss to what? Your modem? Router? PC?"

I would assume modem as it was the tech in the call center who is seeing it.

"Do you or he(supervisor) maybe mean router instead of modem? If it's a modem or gateway, then Cox is responsible (and the only that can do it) for the firmware. If it's a router, then the customer is responsible, and they are the only ones who can do it."

The Equipment in question was a Surfboard sb6580, which no router has been hooked up for quite awhile, as this has handled it all just fine.

"Did you replace a modem with a gateway? Are you connecting a router to your gateway?"

More like replacing a gateway with a gatway :) which was apparently not the issue.

"Cox could put a watch on your modem/gateway, but that will mostly just monitor signal level changes, and not so much packet loss. Can you do a tracert to Twitch to isolate the packet loss? See here for article how. Also, you may want to reduce your stream delay as a temporary work around until the problem can be resolved. That may help."

Reducing the stream to less than 800 would be about pointless to even stream unfortunatly, there is a reason i pay so much a month to have this service... I understand intermittent problems are a pain but this has been going on far too long now, and each time a tech comes when the problem is not happening, which is making it even more upsetting.

I Beleive the problem lies in the line that runs from the roof to my modem, it was waterlogged at one point and they replaced something up there, and it's possible that line got waterlogged and is now causing these issues.

"Last, do you notice if your signal levels change when the latency occurs? Specifically your upstream power level. You can find your signal levels on the gateways diagnostics. "

I did check that on the last gateway and it did look like 2 of the 4 channels i think changed but only -3 then -2 then normal, last i saw anyways, i will have to check on this new one.

Could you do and post a tracert as per the link included in my response? Preferably one during the problem and one when everything is fine. If the problem is from gateway to Cox then you should see packet loss and/or latency on the 2nd hop.

Also, where are you doing your speedtests? I don't recognize the format, specially the part in bold.

Sat Aug 22 2015 @ 5:50:42 pm San Jose, CA arrow 34.8 MB 10.91 Mbps 1.36 MB/s 16019571285 Cox Communications history gkvXdYw share

Yea I can do that when the issue creeps up again, I have a technician coming tomorrow to look at it as well, as far as the speed test, when I have problems with twitch/youtube upload speeds, I usually use testmy.net, which was recommended by a cox tech as well, and it also logs all of my upload tests which makes trying to track the issue a little easier.

lxgfusion said:
I usually use testmy.net

What kind of test is it? A upload? I am trying to make sense of it. 

Sat Aug 22 2015 @ 5:50:42 pm San Jose, CA arrow 34.8 MB 10.91 Mbps 1.36 MB/s 16019571285 Cox Communications history gkvXdYw share

34.8 seems to be the file size of the test. The 10.91Mb is your upload speed. That assumes thats just upload speed data, and now download/upload test. That seems to dip to 1.5Mb and below sometimes. Are these speed tests done direct to a modem? Do you have a stand alone modem or a gateway? You can tell by the number of ethernet ports on the back. If you have 1, its usally a modem. More then 1 port means it has to be a gateway. Or you can just respond with your model number to be sure.

Overall, if they see packet loss to the modem, that pretty much tells you what the problem is. Now its just a matter of figuring out why. Did they mention if your signal levels didn't look good? What is the cable wiring like from the pole to your modem?

Yea, Upload test, size of file, speed of upload.

I have a good idea what it is, and the tech that comes out tomorrow I am going to make sure he replaces the cable running from the roof to whatever they have it hooked up to there.  It was waterlogged in july and caused a problem, but they never replaced the cable.

lxgfusion said:
It was waterlogged in july and caused a problem, but they never replaced the cable.

That would do it. Good luck and let us know how it goes.

Hey Becky, Just a heads up it did happen again that night, the tech checked all the cables, moved me to another tap to be sure, once all was said and done, i was running my twitch stream and it was disconnected.  This was around 11:30pm PST last night, now by habit i do my speed test to verify the issue is present and noticed that this happens around 11:30pm PST almost all the time.  I will be giving the tech's supervisor a call today as he provided me that number incase the issue started again.

Oh and another thing,  the tech on the phone last night detected some latency of 1000ms + for several pings and then went back to normal, which leads me to beleive that was the normal tail end of the issue and it's gone, now sometimes it decides to hang around for hours and once a few days,