Poor Upload Speed and Packet Loss
I'm starting a new post because the previous thread was locked for some reason. At this point, now going on several months, my issue is still un-resolved. I'm seeing waves of upstream packet loss at varying times through out the day. At time's up to 50% of upstream packets are being dropped. The wave typically only lasts a minute or two. In some cases, I will experience a constant 0.5% - 1% loss on a teamspeak server connection. I ran ping plotter for a few days and saw that the packets were initially being dropped at the second hop http://10.4.120.1/ I believe that is the local gateway address?
Below is a quick rundown of the troubleshooting I've already completed over the past few months as well as the results of the 4 service visits.
Initial cable modem used was an Arris SB 6141 on Cox Preferred Internet 50 down / 5 up.
Wired connection with Netgear Nightawk R7000 router.
1. Swapped all ethernet cables between the PC, Router, and Cable Modem -> No Change
2. Removed router and direct connected between desktop PC and Cable Modem -> No Change
3. Connected another PC (Laptop) both wireless and wired to measure packet loss and rule out issues with the desktop NIC. Same behavior was exhibited. -> No Change
4. Fully reformatted the desktop PC, disabled all wireless connections, disabled UPNP on the router. -> No Change
5. First Service Tech Visit - Came with a clipboard, said the issue could be my cable modem and there was nothing else he could do. He recommended I rent the cable modem from cox instead of using my purchased modem.
6. Replaced the Arris 6141 Cable modem with a new purchased Netgear CM600 -> No Change
7. Second service Tech Visit (Field Supervisor) - Service tech rewired my entire home with new coax. Removed all splitters. Installed single 5 way amplifier. Cable modem connection was tested on both an amplified and un-amplified port of the splitter. New ground fitting installed outside the home. Tech saw no issues with signals however packet loss waves continue to occur.-> No Change
8. Second Service Tech Visit (Field Supervisor)- Tech reviewed wiring, re-pulled one wire that had a staple in the outer jacket and checked levels. Tech submitted a line maintenance ticket to have the balance rechecked at the street. -> No Change
9. During discussion with a level 2 tech, he agreed that my modem had far too many T3 timeouts and at the very moment I was on the phone with him, he noticed a high fluctuation in my upstream power levels. All of this information was entered into support notes and requested another field supervisor visit to monitor some issues. He believe there was definitely an issue with "plant."
9. Third Service Tech Visit (Field Supervisor)- Tech review wiring and questioned fittings installed from the previous tech. Tech submitted another line maintenance ticket. -> No initial change. A few days later the packet loss issues improved. This continued for about a week and then the packet loss issues returned.
At this point I took a break from dealing with this issue as it's been incredibly frustrating. Each call with tech support is met with the comment "your levels look fine". Each service tech visit results in no change and no call-back following any additional "line-maintenance.
10. As a hail mary try, I upgraded my service from preferred 50/5 to premium 150/15. I hoped that this would at least bring to light the issue more clearly. While I was not having any speed issues previously on the 50/5 plan. Following the upgrade my upstream speed actually went down! Speedtests on various services including speedtest.net, and speedof.me were registering as low as 3mb up. Downspeeds were fine and were showing values in the 165-175 down range. (I assume due to powerboost.)
10. Made another call to level 2 tech support who again said "my levels look fine", during this phone call I was watching ping plotter as dropped packets spiked into the 30-50% range. The level 2 tech suggested he could send another field supervisor out to my residence. I argued that the previous 4 home visits resulted in no changes and at this point it should be evident that the problem is external to my home. He suggested he would submit a ticket along with an escalation ticket to see if the field supervisor could submit another line maintenance ticket. At this point I have not heard back.
At this point I feel as if I'm running out of options. Any ideas?
