Forum Discussion

Networkuser125's avatar
Networkuser125
New Contributor
21 days ago

Gaming connectivity issues.

Hello,

This month, I've been experiencing intermittent ping spikes while gaming, where my ping suddenly increases dramatically for a few seconds and then returns to normal. I’ve followed all the troubleshooting steps recommended by the game’s support team, but they suggested it might be related to my ISP routing.

I’m using an Ethernet connection with 1 Gbps speeds, and I've noticed that during these spikes, my receive kb/s drops to 0. Unfortunately, the game support hasn’t been able to resolve the issue, so I'm hoping Cox can assist me with this.

Thank you for your help!

packet loss
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    21 days ago

    First, try using pingplotter and set the target to the game server you are having problems with. Then file > share > create sharing page. That should show where the spikes are happening. 

    Next, what model modem and router do you have? Try posting the signal levels of the modem(usually 192.168.100.1) and look at the logs around the time the problem is happening. Do NOT post the logs unless you edit out the HFC MAC address.

    In general, have you isolated your side yet? So direct to the modem with ethernet and the modem connected direct to the coax going outside. No splitters/amps/filters.

    • Timberwolf's avatar
      Timberwolf
      New Contributor
      21 days ago

      I did a ping test to a server in CA and to the one I was playing at the time in VA concurrently. They both dropped packets at the same time. The test was completed directly to my modem to rule out my router.

      It's not a single server unfortunately. It's been happening in all of the games I play. Some I see "rubber banding" but in the game I have been trying to play "Easy Anti Cheat" considers the packet drops as a security flag and it drops me from the server.

      Not sure those tests would narrow it down since it's affecting all of my games.

      I run a SB8200 (the most common modem used at Cox) and it's only about 18 months old. I guess it could be the modem, but I don't see any issues with the signals on the modem. Logs don't show any sync errors or refreshes around the time of the packet loss.

      • HeatherS's avatar
        HeatherS
        Moderator
        21 days ago

        Hello, Timberwolf. I understand how upsetting it can be to lose connection to a game due to packet loss.  I'd like the opportunity to assist you; however, the public forum isn't suited to protect the personal information I will need to do so. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Please provide us your full name with the complete service address with a link to this thread so we can get started. Thank you. 

  • Timberwolf's avatar
    Timberwolf
    New Contributor
    21 days ago

    I have also been having issues along these lines. I have noticed if I do a long time frame ping test (1000 packet ping test over ~16 minutes) I am seeing about 3% packet loss. Under normal circumstances for gaming it would only be a minor glitch and the game would continue, but when the packets drop, they drop in a series of 3-5 packets which is enough to drop me from games completely.

  • LisaH's avatar
    LisaH
    Moderator
    21 days ago

    Hi Networkuser125. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator