Forum Discussion

AZchips's avatar
AZchips
New Contributor III
5 years ago

AZ Chandler - constant packet loss

I have Cox Preferred 150 plan and use Arris Surfboard SB6180 modem. I am working from home recently and noticed my Skype meeting call has severe audio problems.   I use Speed test from DSLReports a...
StephanieS's avatar
StephanieS
Moderator
5 years ago
AZchips

Please send an email to: cox.help@cox.com and include a link to this Forums post along with your full address so we can take a look.

StephanieS
Cox Forums Support Moderator
  • AZchips's avatar
    AZchips
    New Contributor III
    5 years ago

    StephanieS,

    I wrote the Email.  Thanks. 

  • AZchips's avatar
    AZchips
    New Contributor III
    5 years ago

    Hi,

    The technician stopped by yesterday but was unable to resolve the issue.  He did a couple of things:
    1. replace the coax cable connector on the tube, my Cox cable box, and in the room.
    2. installed MOCA filter (with proper grounding) on the cable in the cable box
    3. measured the Tx/Rx signal quality at various spots 
      1. "tube" (yellow Cox cylinder in my front yard)   
      2. cable box outside of the house
      3. Coax output at the room where the cable modem is located
      4. coax cable into the cable modem
    Basically he is saying the signal quality is already bad on Cox tube therefore there is not much he can do as the node is saturated.  My only hope is to wait for an optical fiber upgrade.
    Today I measured the packet loss is ~10% with PacketPlotter (attached).
    30min (target1) - a good correlation between Hop2 & Final 
    24hr (target1)  - note pretty quiet at night from 12am-8am
    24hr (Target2)  - all started from Hop2
    The notice on the Cox tube outside my house was placed Sep 2019 indicating fiber optical upgrade.  It has been sitting there for 6mon.  
     
    When can I expect the upgrade?  This makes WFH impossible as I need to dial into the Skype meetings a lot.
     
    Thanks.
    • ChrisL's avatar
      ChrisL
      Former Moderator
      5 years ago
      When I check the modem from this end I'm unable to see any of the loss you're reporting. Can you try gathering more test data without the router attached?

      -Chris