COX Fortnite Packet Loss - Customers Please Read
I'm submitting this post to illustrate what's happened with my situation thus far so others can gain insight as to what's going on and hopefully help if they have same issues I've been having. This is specific to a game, but this problem has been, IMO, extended to other streaming services such as Netflix and YouTube TV.
Problem: Gross packet loss while playing Fortnite via COX.
Summary: ~3 months ago my connection to Fortnite (AWS servers) became unplayable. Extreme bouts of packet loss were/are experienced, rendering the game virtually unplayable. Packet loss is constant (1-5%), however, extreme packet loss (25%+) is common, especially during peak hours (~5-11PM). This does not happen to any other users I observe on Twitch or talk to with another ISP. At first I thought it was a problem with my equipment or local connection, so I began swapping parts and having techs out to my house. I've recapped all steps taken below to summarize troubleshooting done myself and with COX.
1. Swapped routers (Ubiquit Mesh Wifi HD > RTN66U) (no fix)
2. Removed router, hardlined to modem (no fix)
3. Upgraded service - Premier to Ultimate
4. Replaced Modem (Arris SB6141 > Netgear CM1000) (no fix)
5. COX ran new line in house to main box (no fix) 1st visit
6. COX removed splitters and amplifiers from line previously put in by other techs (no fix) 2nd visit
7. COX ran new line to house from junction box outside of home (no fix) 3rd visit
8. Filed FCC complaint
9. FCS techs visited house ran test on line and tracerts and ping test. Determined noise from Node. Created escalation ticket to Operations team to correct.
Through all of the above steps I've called in to get technical assistance, monitored my connection, tracked packet loss, run tracerts, run ping test, supplied forums with information, posted on social media, filmed my experience (see https://www.youtube.com/watch?v=MPs3LaQgFhk&lc=z233dzbq5krhwhdgt04t1aokgrgxnsurvkden0hztiexbk0h00410.1537946535538895) and its been exhausting.
The only solution to the problem is this: Remove COX as ISP and the problem goes away completely. When I hotspot to my phone from my computer (Verizon LTE) or use a private VPN (Seepdify) the problem completely goes away. Ping gets higher due to latency involved with those connection types, but ZERO packet loss.
The comforting part is that the FTS technicians clearly acknowledged this is a COX issue they're well aware of. They are working to aggregate enough data to send to Corporate. It's so painfully obvious this requires escalated support deep into COX's routing and infrastructure. It appears COX has either invested into looking and determined its not worth the fix, or they've not looked deep enough, or they don't care enough to actually address the problem in a meaningful way.
I'm resigned to the idea that If this problem doesn't get resolved I'll be leaving for another ISP. My next door neighbor has same issues, and he has already stated the same. He's waiting to see what happens with my issue. It's depressing that so many thousands of people are affected by something specific to COX as their ISP and yet it can't be solved. More disappointing is I've received commentary back from COX saying already that its not their issue, when clearly there's enough evidence to support it is on their end. Even if this was an EPIC/Fornite issue, don't you think their executive team would pick up the phone and be like we should probably figure this out. I'm in IT, and I know if this were something in my space we'd be all over it.
I guess we'll see what happens...clocks ticking COX! BTW - My upload speeds have been piss lately. 30 up....I wish, how about 10...maybe
i7-8700k - non OC, liquid cooled - G1 GTX 1080, 16g 3200Mhz RAM - 500gNVME M.2 SSD - Netgear CM1000 - Ubiquiti Amplifi HD Mesh Wifi