Forum Discussion

LinenPath's avatar
LinenPath
New Contributor
6 years ago

High correctables and frequent packet loss

High I am experiencing frequent packet loss on my connection and modem shows a high number of correctables Support just keeps telling me its my wifi when it clearly is not. I now have my modem connected directly to the line coming into my house. No splitters or anything. Here is a screenshot with an extremely large number or correctables after <12 hours of uptime. 

https://imgur.com/8DhrAmI

I seem to be having packet loss throughout the core hours of the day. The packet loss is not consistent and comes and goes. It can be anywhere from 1% to 35%. This makes voice communication near impossible. My speed tests are ok, I just have loss. When I take packet captures I have seen a large number of re-transmits. During the night and early morning my packet loss is minimal. 

The loss seems to be at the first hop, so seems to be some issue between me and the first hop into the cox network. I have tried to remove any connectivity issue in my house by connecting the modem straight to the line coming in.

Here is an example ping to google.com with high loss, most times it is not this bad, just giving an example of a worst case

--- google.com ping statistics ---

30 packets transmitted, 22 packets received, 26.7% packet loss

round-trip min/avg/max/stddev = 21.592/91.424/291.184/71.318 ms

A traceroute shows 

traceroute to google.com (172.217.11.14), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  1.969 ms  2.959 ms  2.705 ms
 2  10.4.176.1 (10.4.176.1)  94.864 ms  50.357 ms  14.130 ms
 3  100.120.244.34 (100.120.244.34)  39.860 ms  20.208 ms  40.469 ms
 4  100.120.244.176 (100.120.244.176)  31.100 ms  151.296 ms  27.478 ms
 5  nyrkbprj01-ae3.0.rd.ny.cox.net (68.1.5.157)  50.367 ms  119.706 ms  218.165 ms
 6  nyrkbbrj01-pos000102.r2.ny.cox.net (68.105.31.73)  96.894 ms
    ip70-167-150-241.at.at.cox.net (70.167.150.241)  25.395 ms
    nyrkbbrj01-pos000102.r2.ny.cox.net (68.105.31.73)  51.504 ms
 7  * * *
 8  * 172.253.70.17 (172.253.70.17)  116.994 ms
    108.170.248.33 (108.170.248.33)  68.717 ms
 9  172.253.69.209 (172.253.69.209)  198.901 ms
    108.170.248.116 (108.170.248.116)  27.256 ms
    lga25s60-in-f14.1e100.net (172.217.11.14)  44.228 ms

If I ping the first hop directly I get packet loss as well

--- 10.4.176.1 ping statistics ---

50 packets transmitted, 47 packets received, 6.0% packet loss

round-trip min/avg/max/stddev = 8.183/46.852/320.911/54.797 ms

you can also see that the ping times are all over the place with a stddev of 54 ms

Pinging my router I have zero loss

--- 192.168.1.1 ping statistics ---

50 packets transmitted, 50 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 1.192/3.042/11.697/2.927 ms
bad service
connection issues
correctables
packet loss
  • EricaW's avatar
    EricaW
    Former Moderator
    6 years ago
    HI LinenPath,

    That's no fun. We want to test the actual service without the distraction of the router. Please take a moment to share the results of the traceroute when bypassing the router, leaving it powered off and having restarted the modem. We can then determine next best steps.

    Erica
    Cox Support Forums Moderator
    • LinenPath's avatar
      LinenPath
      New Contributor
      6 years ago

      I just restarted my modem to see if that would make a difference. Here is a ping output ~5 min after a restart hardwired straight to the modem

      --- 10.4.176.1 ping statistics ---

      50 packets transmitted, 45 packets received, 10.0% packet loss

      round-trip min/avg/max/stddev = 9.840/78.952/329.509/65.529 ms

      traceroute to google.com (172.217.3.110), 64 hops max, 52 byte packets

      1  10.4.176.1 (10.4.176.1)  55.359 ms  18.125 ms  8.394 ms

      2  100.120.244.34 (100.120.244.34)  49.079 ms  11.678 ms  9.353 ms

      3  100.120.244.176 (100.120.244.176)  39.108 ms  71.184 ms  31.613 ms

      4  nyrkbprj01-ae3.0.rd.ny.cox.net (68.1.5.157)  43.097 ms  20.900 ms  39.210 ms

      5  nyrkbbrj01-pos000102.r2.ny.cox.net (68.105.31.73)  34.005 ms  16.029 ms  37.293 ms

      6  * * *

      7  108.170.248.1 (108.170.248.1)  23.812 ms

          209.85.253.189 (209.85.253.189)  16.288 ms

          172.253.70.4 (172.253.70.4)  23.814 ms

      8  108.170.248.84 (108.170.248.84)  17.532 ms  59.384 ms

          lga34s18-in-f14.1e100.net (172.217.3.110)  30.225 ms

      also modem status (high corrected for short uptime)

      https://imgur.com/a/joWSDOu

    • LinenPath's avatar
      LinenPath
      New Contributor
      6 years ago

      And has expected, around noon during the week the packet loss peaks

      --- 10.4.176.1 ping statistics ---

      50 packets transmitted, 32 packets received, 36.0% packet loss

      round-trip min/avg/max/stddev = 16.754/123.413/321.238/93.762 ms

    • LinenPath's avatar
      LinenPath
      New Contributor
      6 years ago

      Here is another ping with packet loss getting worse through the day

      --- 10.4.176.1 ping statistics ---

      50 packets transmitted, 48 packets received, 4.0% packet loss

      round-trip min/avg/max/stddev = 10.163/49.858/170.730/42.072 ms

  • Zurq's avatar
    Zurq
    Contributor II
    6 years ago

    Sorry you wasted your time gathering this information but unfortunately no one is gonna fix this unless they want to, and from my experience they dont.