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Alex85233's avatar
Alex85233
New Contributor
4 years ago

Intermittent packet loss and high latency

This started a few weeks ago. Around the time Cox started construction in my area. One evening lost internet completely, reset modem, and since that night, keep losing connection. I work from home, using terminal services, and constant packet loss, even 3-4 packets causes disconnects. This is critical to get resolved for me. I spoke with a tech and they claim its my router and modem, and tried to up sell me on higher tier service! Unbelievable! No way to prove the issue is on their end, what am I left to do? They will not send out a tech unless I pay. I am not asking to check anything inside my house, check the signal outside at least. I have a Motorola MB7420, known to be one of the most reliable and a Ubiquiti PoE router, again, not the typical cheap Netgear or Linksys, but an enterprise quality router, known for their high quality. What is my next step here? Will this ever get fixed? I am not looking to get credit on my bill, just need this resolved ASAP! 

Some ping results and modem connection status and logs. 

=======

Pinging 4.2.2.2 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 4.2.2.2: bytes=32 time=17ms TTL=59
Reply from 4.2.2.2: bytes=32 time=22ms TTL=59
Reply from 4.2.2.2: bytes=32 time=19ms TTL=59
Reply from 4.2.2.2: bytes=32 time=17ms TTL=59
Reply from 4.2.2.2: bytes=32 time=16ms TTL=59

=======

Reply from 172.217.14.78: bytes=32 time=25ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=42ms TTL=56
Reply from 172.217.14.78: bytes=32 time=24ms TTL=56
Request timed out.
Reply from 172.217.14.78: bytes=32 time=25ms TTL=56
Reply from 172.217.14.78: bytes=32 time=25ms TTL=56
Request timed out.
Reply from 172.217.14.78: bytes=32 time=29ms TTL=56
Reply from 172.217.14.78: bytes=32 time=25ms TTL=56
Reply from 172.217.14.78: bytes=32 time=18ms TTL=56
Reply from 172.217.14.78: bytes=32 time=37ms TTL=56
Reply from 172.217.14.78: bytes=32 time=31ms TTL=56
Reply from 172.217.14.78: bytes=32 time=29ms TTL=56
Reply from 172.217.14.78: bytes=32 time=18ms TTL=56
Reply from 172.217.14.78: bytes=32 time=16ms TTL=56
Reply from 172.217.14.78: bytes=32 time=33ms TTL=56
Request timed out.
Request timed out.
Reply from 172.217.14.78: bytes=32 time=83ms TTL=56
Reply from 172.217.14.78: bytes=32 time=26ms TTL=56
Reply from 172.217.14.78: bytes=32 time=47ms TTL=56
Reply from 172.217.14.78: bytes=32 time=21ms TTL=56
Reply from 172.217.14.78: bytes=32 time=41ms TTL=56
Reply from 172.217.14.78: bytes=32 time=18ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=24ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=23ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=31ms TTL=56
Reply from 172.217.14.78: bytes=32 time=26ms TTL=56
Request timed out.
Request timed out.
Reply from 172.217.14.78: bytes=32 time=22ms TTL=56
Reply from 172.217.14.78: bytes=32 time=21ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56
Reply from 172.217.14.78: bytes=32 time=18ms TTL=56
Reply from 172.217.14.78: bytes=32 time=18ms TTL=56
Reply from 172.217.14.78: bytes=32 time=19ms TTL=56

=======

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 29 951.0 -3.7 40.9 0 0
2 Locked QAM256 33 357.0 -6.7 40.2 0 0
3 Locked QAM256 34 363.0 -6.7 40.2 1 0
4 Locked QAM256 35 369.0 -6.2 40.8 1 0
5 Locked QAM256 36 375.0 -6.1 40.9 0 0
6 Locked QAM256 37 381.0 -6.6 40.3 54971 157659
7 Locked QAM256 38 387.0 -6.1 40.9 29295 121290
8 Locked QAM256 39 393.0 -6.9 40.3 56065 167378
9 Locked QAM256 40 399.0 -6.3 40.8 62439 166386
10 Locked QAM256 41 405.0 -6.3 40.8 87027 172941
11 Locked QAM256 42 411.0 -6.0 41.0 0 0
12 Locked QAM256 43 417.0 -5.5 41.8 0 0
13 Locked QAM256 44 423.0 -5.7 41.7 0 0
14 Locked QAM256 45 429.0 -5.8 41.5 0 0
15 Locked QAM256 46 435.0 -5.3 42.1 0 0
16 Locked QAM256 47 441.0 -6.1 41.4 0 0
Total             289799 785654

Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 3 5120 29.9 55.0
2 Not Locked Unknown 0 0 0 0.0
3 Not Locked Unknown 0 0 0 0.0
4 Not Locked Unknown 0 0 0 0.0

 Log  
  
 Time   Priority   Description 
 Sat Mar 14 16:57:36 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 16:58:09 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 16:58:36 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 16:59:08 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:04:15 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:04:48 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:05:35 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:06:08 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:06:35 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:07:08 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:27:53 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:28:26 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:28:33 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:29:06 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:29:13 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:29:46 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:30:13 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:30:46 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 17:30:53 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 17:31:26 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 19:19:44 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 19:19:56 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 19:20:04 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 19:20:16 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sat Mar 14 19:20:39 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:3... 
 Sat Mar 14 19:20:51 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Sat Mar 14 19:20:53 2020    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MA... 
 Sat Mar 14 19:20:53 2020    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:3....;CMTS-MAC=... 
 Sat Mar 14 19:21:11 2020    Critical (3)   Unicast Ranging Received Abort Response - Re-initializing MA... 
 Sat Mar 14 19:21:25 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv4 
 Sat Mar 14 19:21:28 2020    Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MA... 
 Sat Mar 14 19:21:28 2020    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=00:40:36:3....;CMTS-MAC=... 

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  • Alex85233's avatar
    Alex85233
    New Contributor

    Just to add:

    1. No splitters

    2. Verified all connections

    3. Rebooted router and modem

    4. Rebooting modem helps for about an hour then back to dropping connection

    5. No WiFi, directly connected via cat6 cable, and tested cable to confirm no issues