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coxaz
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Since 2/17/17 packet loss and slow upload speeds

I'm one of those tech savvy guys who tests his network on a regular basis. I use a 2013 Apple Time capsule as a router and a Netgear CM500 modem, w/ Cox ultimate. My tests between Cox's internal speedtest, speedtest.net, and the Xbox One's network test have consistently been about 230-235 down, 30-35 up. They've always been within less than 5% of each other. Suddenly on 2/17/17, I noticed my downloads were slightly lower(around 200 down) and my uploads were cut in half(15 up). I ran all 3 speed tests(Xbox One-hard wired, speedtest.net, and Cox's internal speedtest). All 3 had the same poor results.The Xbox One showed 1-3% packet loss, which has NEVER happened before(again, I use all 3 speed tests on a regular basis, no previous problems). Pingtest.net has also been showing packet losses of 1-3%. I use that site ALL the time, never had packet load before 2/17/17. Cox tech came out, determined it was the router, because he said hard-wired from the modem to his laptop, things were fine. Tech leaves, I hard wire the modem directly to the Xbox One, 95 down, 3 up, 3% packet loss-no router involved. I hard-wire my Macbook laptop directly to the modem. Uploads are STILL half of what they should be thru speedtest.net and Cox's internal speedtest. Pingtest.net still show 1-3% packet loss. I buy a new modem(TP LINK TC-7620). Cox Rep on phone says IMMEDIATELY showing packet loss, signals all over the place. Hard wired laptop from new modem-no router involved, still showing 1-3% packet loss at pingtest.net, slow uploads(roughly half). Hard wired Xbox One directly to new modem, packet loss is 1-3%, uploads are still 2-3mbps up. All done w/ new ethernet cables from the new modem. There are no splitters between the coax cable from the wall and my modem, except for the connector from where it actually enters the the wall. Cox tech is coming again, between 3-5 pm Phoenix time. Desperate for advice.
  • cpljp's avatar
    cpljp

    What ended up happening?

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  • cpljp's avatar
    cpljp
    Contributor

    Assuming everything has been checked out (your equipment is fine, your RF levels are fine, you don't have any impairments such as high ICFR/FEC errors/Power Adjustments/Flaps, there isn't any noise on your line), then I'd suggest after the technician has checked all these things that if he/she is an employee, to call their outside plant tech and ask them to look up if there is noise on your node. Noise on the return path is the number one cause of slow upload speeds due to the Packet Loss it creates. Not saying this is the issue, but good to check none the less

    FYI, Xbox and PS4 speedtests are not great recourses for identifying speed issues/PL issues. Cox can only guarantee their network and who knows where the servers are located for PS4 and Xbox and if they are potentially having issues on their end or on the backhaul to their end. The Cox internal speedtest and Speedtest.net (Make sure for Phoenix you are selecting the Tempe NAP server only) are the only reliable ones. 

  • coxaz's avatar
    coxaz
    New Contributor
    Great advice, much appreciated. FYI, I'm aware the Xbox's test isn't the most reliable for speeds. It just so happens that it only started showing packet loss for the first time ever, coinciding w/ the packet loss/slow upload speeds. Also, they do show alerts if they're having network issues on their end FWIW(they didn't have any when this started). I have been using the Cox internal speedtest, and the Tempe site from speedtest.net. Speediest.net actually has their own site in Phoenix now, which has mirrored the Tempe site's results.
  • cpljp's avatar
    cpljp
    Contributor

    What ended up happening?

  • Becky's avatar
    Becky
    Moderator
    Hi Coxaz,

    If you are still experiencing packet loss, it would be helpful if you could provide a trace route or two. This will help us identify where on our network the problem is occurring.