Forum Discussion

Zyp's avatar
Zyp
New Contributor
5 years ago

Constant intermittent packet loss, latency, and disconnection from the internet.

First off, the post (https://forums.cox.com/forum_home/internet_forum/f/internet-forum/25345/packet-loss-and-latency) with resolutions for latency and packet loss does nothing for my connection.

Secondly, this is my second forum post on my packet loss. If you want more detail about my previous issue it can be read here. A technician eventual boosted my upstream power levels a little bit and it seemed to remedy the issue temporarily. https://forums.cox.com/forum_home/internet_forum/f/internet-forum/25118/ct---extreme-packet-loss

I have been contacting Cox help about my current issue with packet loss, latency, and disconnection from the internet. They have sent two technicians out this time.

The first technician said there is nothing wrong with my line and switched out my modem to DOCSIS 3.1. Which didn't change anything. The second technician that came by said that he knows that there is packet loss on my line but he can not escalate it to a linesman or maintenance for whatever reason.

I personally think if it's not my line or modem that it must be something in the service cabinet/node that is malfunctioning Although, I do think my upstream levels are low but Cox says they are fine🤷‍♂️. 

This is getting increasingly frustrating and infuriating since it is getting worse every day but Cox won't do anything about or even acknowledge these issues.  Below is a picture from the ping plotter that I have been running for 12 hours and my modem levels.

Imgur link -https://imgur.com/8YdBQZA

12-Hour

https://imgur.com/8YdBQZA

Downstream

Index Lock Status Frequency SNR Power Level Modulation
10
Locked
837 MHz
37.7 dB
0.3 dBmV
256 QAM
1
Locked
783 MHz
39.9 dB
3.6 dBmV
256 QAM
2
Locked
789 MHz
39.7 dB
3.4 dBmV
256 QAM
3
Locked
795 MHz
39.7 dB
3.3 dBmV
256 QAM
4
Locked
801 MHz
39.6 dB
3.1 dBmV
256 QAM
9
Locked
831 MHz
37.9 dB
0.7 dBmV
256 QAM
11
Locked
843 MHz
37.3 dB
0.1 dBmV
256 QAM
12
Locked
849 MHz
36.8 dB
0.7 dBmV
256 QAM
17
Locked
879 MHz
35.2 dB
-2.4 dBmV
256 QAM
18
Locked
885 MHz
34.5 dB
-3.1 dBmV
256 QAM
19
Locked
891 MHz
34.0 dB
-3.6 dBmV
256 QAM
20
Locked
897 MHz
33.7 dB
-3.7 dBmV
256 QAM
21
Locked
903 MHz
33.4 dB
-3.9 dBmV
256 QAM
22
Locked
909 MHz
33.1 dB
-4.2 dBmV
256 QAM
25
Locked
927 MHz
33.5 dB
-3.4 dBmV
256 QAM
26
Locked
933 MHz
33.8 dB
-3.1 dBmV
256 QAM
27
Locked
939 MHz
34.1 dB
-2.8 dBmV
256 QAM
28
Locked
945 MHz
34.0 dB
-2.7 dBmV
256 QAM
29
Locked
951 MHz
33.8 dB
-2.9 dBmV
256 QAM
30
Locked
957 MHz
33.7 dB
-3.1 dBmV
256 QAM
33
Locked
357 MHz
41.2 dB
7.5 dBmV
256 QAM
34
Locked
363 MHz
41.6 dB
7.5 dBmV
256 QAM
35
Locked
369 MHz
41.6 dB
7.4 dBmV
256 QAM
36
Locked
375 MHz
41.6 dB
7.3 dBmV
256 QAM
37
Locked
381 MHz
41.7 dB
7.5 dBmV
256 QAM
38
Locked
387 MHz
41.7 dB
7.5 dBmV
256 QAM
41
Locked
405 MHz
41.7 dB
7.2 dBmV
256 QAM
42
Locked
411 MHz
41.6 dB
7.1 dBmV
256 QAM
43
Locked
417 MHz
41.5 dB
7.0 dBmV
256 QAM
44
Locked
423 MHz
41.5 dB
7.1 dBmV
256 QAM
45
Locked
429 MHz
41.7 dB
7.3 dBmV
256 QAM
46
Locked
435 MHz
41.6 dB
7.5 dBmV
256 QAM
159
Locked
300 MHz
43.6 dB
11.3 dBmV
OFDM
 
Locked
2.04E+08
NA
NA
OFDM

Upstream

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
19 MHz
26 MHz
32 MHz
38 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
30.8 dBmV
31.0 dBmV
32.5 dBmV
33.0 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

5 Replies

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  • ATTO's avatar
    ATTO
    New Contributor

    Replying before they prematurely lock this thread like they have on others, with no solutions provided. Inquire about getting your node split. Techs and other Cox reps have told me that node utilization above 70% or above 80% will cause packet loss for everyone connected to the node. Trust me that Cox will drag their feet on this- many people have the same complaint as you, since Cox's infrastructure is simply not robust enough to handle consumer demand. 

    You could consider filing an FCC complaint if Cox is refusing to provide you any solutions. Doing so jumpstarts a separate internal process for a Cox rep to review your case. 
    Good luck.

    • Zyp's avatar
      Zyp
      New Contributor

      The techs that have come to my home have told me =that the packet loss was due to network congestion at above 70% due to the stay at home orders but this has been an issue before all of this.

      I'm going to file a complaint tomorrow because I don't know what else to do. 

      There have been over thirty emails with them telling me there isn't an issue. They just asked me to ping google in command prompt for one minute and then take a screenshot of the results. I emailed them the screenshot with 8% packet loss and their response is  "We are not able to see if you are having packet loss from this."

      I just showed them the issue by their own method and they still deny that there is an issue. 

    • ProStreamer's avatar
      ProStreamer
      New Contributor

      Who do we make the node split inquiry to?  10 times out of 10 I'm getting a tech who doesn't have any idea what the problem is since my 'speeds look good'.  At this point, they've stopped answering emails, which is fine because they contain no information.

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        @ProStreamer

        We like to take a closer look at the signal levels when you have a moment please email the full-service address and full name to cox.help@cox.com.


        Jonathan J
        Cox Moderator

    • jmorrison757's avatar
      jmorrison757
      New Contributor II

      I am currently seeing a 5% packet loss. It's 11PM. The "everyone at home" excuse is fake.