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A_Cox_Customer's avatar
A_Cox_Customer
Contributor
Solved

Internet quality intermittently bad causing drops of service over the past few weeks

When it works, it works great. Then it doesn't and it keeps dropping for hours.

I'm having frequent packet loss and connectivity issues over the past few weeks after several months of low to no issues on 4 different WIRED computers. This happens daily in waves. Sometimes the quality is good for a few hours, but usually it drops every few minutes for hours on end.

I've been running ping plotter to monitor for connectivity.

https://imgur.com/a/9cRQv7k

Usually when it goes out:

  • Actively running Netflix, YouTube, and general web browsing seems uninterrupted unless it's trying to start up a new one.
  • I can still view and hear others on currently joined video calls or streams.
  • The quality of my voice and video degrades to the point that others on the call can't see or hear and eventually I get dropped

Just this bit makes me think it's a problem with the upstream channels possibly having noise or an issue in the network in that direction.

I've wasted days working with the online support chat and I've calling support. it doesn't seem like they have the tools or know-how to get to the bottom of the issue.

Often it seems they jump to conclusions I without evidence and few of the things they have determined:

  • My modem needs a reboot.
    This is the first thing every time and I've already done it.

  • Everything is fine.
    This is usually the final conclusion every time I call. A fine Jedi mind trick, but they're not Jedi.

  • There's probably a virus on all my computers and I need Cox Complete Care.

  • I don't have enough bandwidth and I need to upgrade to the Gigablast plan.
    I feel stupid for even giving this one a try and am not happy about the zero results.

  • It's my modem.
    I've replaced my modem a number of times due support suggesting the modem is faulty over the years. Never once has it remedied the issue.
    My current (newest best) modem has been working fine for months before these issues cropped up. Cox says it's the modem. Arris says it's Cox. :-|

  • I need Panoramic WiFi and that will fix it.
    Nice try on the upsell.

  • Xbox consoles are eating all the bandwidth because they have a lot of graphics.
    This is laughable and nonsense. Even if it made sense I don't even have an Xbox.

  • They need to send a tech out to look at the cable lines and modem
    I've had a tech out to look at the lines and they reported the signals and modem look good. All the channels look to be in range and there's no ingress.

It feels more like the support channels are really just sales channels.

There doesn't appear to be a next step beyond sending out a tech. I'd switch providers, but there's nothing else available.

I'm not sure where to go from here.

  • We had a tech out and it turns out there was an issue somewhere up the chain from the power pole where my connection leaves my house. It was lucky that the connection dropping started while we were testing brand new coaxial cables to the modem.

    Looks like repairs have been made and my connection is a lot better. Still a little packet loss here and there, but that might have always been the case before the recent horrible connection.

    There was a new DNS issue that appeared to occur as a result of the repair and I ended up having to do a factory reset on my modem to get DNS working again.

    Pro tips for getting a quicker resolution if you can troubleshoot your own network, router and connections.

    • Online chat is useless if you already know how to reboot your modem.

    • Call for support. Humor the tech and go through the modem reboot. Then get an on-site technician scheduled to come out.

    • If your tech support rep sells you something as a solution don't buy it.
      I now have Gigablast, Cox Complete Care and second just as functional modem. I was assured these were issues yet none of these up-sells are useful for fixing a bad internet connection.

    • If your tech support rep tells you it's your computer or modem when it's been working fine for weeks or months already, hang up and call back to get an on-site technician out.

    • Don't waste hours and days in the online chat and on the phone trying to figure it out. They don't have the tools.

    • If the on-site technician doesn't find anything wrong, unfortunately you may need to get another one out if the problem continues.

    • If none of this works and you have other options, save money and find another provider.

7 Replies

  • We had a tech out and it turns out there was an issue somewhere up the chain from the power pole where my connection leaves my house. It was lucky that the connection dropping started while we were testing brand new coaxial cables to the modem.

    Looks like repairs have been made and my connection is a lot better. Still a little packet loss here and there, but that might have always been the case before the recent horrible connection.

    There was a new DNS issue that appeared to occur as a result of the repair and I ended up having to do a factory reset on my modem to get DNS working again.

    Pro tips for getting a quicker resolution if you can troubleshoot your own network, router and connections.

    • Online chat is useless if you already know how to reboot your modem.

    • Call for support. Humor the tech and go through the modem reboot. Then get an on-site technician scheduled to come out.

    • If your tech support rep sells you something as a solution don't buy it.
      I now have Gigablast, Cox Complete Care and second just as functional modem. I was assured these were issues yet none of these up-sells are useful for fixing a bad internet connection.

    • If your tech support rep tells you it's your computer or modem when it's been working fine for weeks or months already, hang up and call back to get an on-site technician out.

    • Don't waste hours and days in the online chat and on the phone trying to figure it out. They don't have the tools.

    • If the on-site technician doesn't find anything wrong, unfortunately you may need to get another one out if the problem continues.

    • If none of this works and you have other options, save money and find another provider.
    • A_Cox_Customer's avatar
      A_Cox_Customer
      Contributor

      Looks like work was still being done and I had a visit from one of the technicians looking at the lines this morning. He reported chasing the source of the noise up and down the line and ended up working his way back from the source down the street and replaced a few things and thinks he most likely got it.

      The follow up and feedback on what was going on was super appreciated.

      I'm hoping that's it. 🙂

  • BenS1's avatar
    BenS1
    Former Moderator
    Hi @A Cox Customer

    I completely understand the frustration of having an inconsistent internet signal and packet loss. Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you please bypass any splitters/amplifiers and plug it directly into the wall from the modem?

    Ben S.
    Cox Support Forums Moderator
    • A_Cox_Customer's avatar
      A_Cox_Customer
      Contributor

      The only change to the cabling was 8 months ago a tech removed a super old faulty mechanical shut-off device from the box that started to degrade and was adding extra noise on the line. After that the internet connection seemed great until a few weeks ago.

      There was a single splitter to extend the cable in the house an extra 8 feet to the modem which was also the only thing connected.

      I removed the extension and splitter and now there are no splitters and the modem is the first and only thing connected to the incoming cable.

      It looks much improved for now. Hoping that fixes it and it stays that way.

      Thanks for the suggestion.

  • This new modem (Motorola MG8702) has a more verbose log.

      16:53:35
    Mon May 10 2021
      Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
        16:53:35
    Mon May 10 2021
      Warning (5)   Dynamic Range Window violation
        17:32:32
    Mon May 10 2021
      Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
        17:32:32
    Mon May 10 2021
      Warning (5)   Dynamic Range Window violation
        17:35:11
    Mon May 10 2021
      Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
        17:35:11
    Mon May 10 2021
      Warning (5)   Dynamic Range Window violation
        17:55:09
    Mon May 10 2021
      Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
        17:55:09
    Mon May 10 2021
      Warning (5)   Dynamic Range Window violation
        17:55:09
    Mon May 10 2021
      Warning (5)   RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=##:##:##:##:##:##;CMTS-MAC=##:##:##:##:##:##;CM-QOS=1.1;CM-VER=3.1;
        17:55:09
    Mon May 10 2021
      Warning (5)   Dynamic Range Window violation

    Also here are the up and downstream stats even though it's only having occasional packet loss for the past 10 minutes.

    Downstream Bonded Channels

    Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
       1 Locked QAM256 29 951.0 7.5 39.6 0 0
       2 Locked QAM256 1 783.0 9.6 40.8 0 0
       3 Locked QAM256 2 789.0 9.6 40.7 0 0
       4 Locked QAM256 3 795.0 9.3 40.7 0 0
       5 Locked QAM256 4 801.0 9.3 40.6 0 0
       6 Locked QAM256 5 807.0 9.3 40.5 0 0
       7 Locked QAM256 6 813.0 9.3 40.4 0 0
       8 Locked QAM256 7 819.0 9.4 40.3 0 0
       9 Locked QAM256 8 825.0 9.1 40.3 0 0
       10 Locked QAM256 9 831.0 9.2 40.5 0 0
       11 Locked QAM256 10 837.0 9.0 40.3 0 0
       12 Locked QAM256 11 843.0 9.1 40.3 0 0
       13 Locked QAM256 15 867.0 9.1 40.3 0 0
       14 Locked QAM256 16 873.0 9.4 40.3 0 0
       15 Locked QAM256 17 879.0 9.3 40.4 0 0
       16 Locked QAM256 19 891.0 9.0 40.0 0 0
       17 Locked QAM256 33 357.0 10.8 41.5 9 0
       18 Locked QAM256 34 363.0 10.5 41.9 0 0
       19 Locked QAM256 35 369.0 9.7 41.5 0 0
       20 Locked QAM256 36 375.0 8.1 40.8 8 0
       21 Locked QAM256 37 381.0 2.8 36.3 0 0
       22 Locked QAM256 38 387.0 3.0 36.6 2 0
       23 Locked QAM256 39 393.0 8.2 41.1 0 0
       24 Locked QAM256 40 399.0 9.5 41.6 0 0
       25 Locked QAM256 41 405.0 10.1 41.9 0 0
       26 Locked QAM256 42 411.0 10.3 42.0 0 0
       27 Locked QAM256 43 417.0 10.2 42.0 0 0
       28 Locked QAM256 44 423.0 10.3 42.0 0 0
       29 Locked QAM256 45 429.0 10.4 42.1 0 0
       30 Locked QAM256 46 435.0 10.4 42.0 0 0
       31 Locked QAM256 47 441.0 10.4 42.1 0 0
       32 Locked QAM256 48 447.0 10.3 42.0 0 0
       33 Locked OFDM PLC 159 300.0 15.3 44.7 84642762 0


    Upstream Bonded Channels

     Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
       1 Locked SC-QAM 1 5120 17.7 49.8
       2 Locked SC-QAM 2 5120 24.1 47.8
       3 Locked SC-QAM 3 5120 30.5 45.8
       4 Locked SC-QAM 4 5120 36.9 45.8
       5 Locked SC-QAM 6 2560 12.9 51.8
    • A_Cox_Customer's avatar
      A_Cox_Customer
      Contributor

      This new modem is definitely better, but I'm still getting packet loss several times per hour.

      Cox is sending out a tech and wants to charge for Pro Installation since it's a new modem :-|

      The modem is working. The connection is not.

      What I'm observing is existing streams video/audio still continue to come down without issue, but all requests and streams going out get dropped resulting in lag spikes and audio/video/stream garbling and dropping at the end point while there's packet loss.

      I've been collecting channel power levels during the packet loss and there isn't a consistently low or high channel, but I'm no expert on what they should be.

      What is this channel 33 on the upstream? And is 690158083 corrected / 51983 uncorrected a reasonable amount for being up just under 24 hours?

         Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
         1 Locked QAM256 29 951.0 7.4 39.6 0 0
         2 Locked QAM256 1 783.0 9.2 40.7 0 0
         3 Locked QAM256 2 789.0 9.3 40.7 0 0
         4 Locked QAM256 3 795.0 8.9 40.5 0 0
         5 Locked QAM256 4 801.0 9.0 40.6 0 0
         6 Locked QAM256 5 807.0 8.9 40.4 0 0
         7 Locked QAM256 6 813.0 8.9 40.3 0 0
         8 Locked QAM256 7 819.0 8.9 40.4 0 0
         9 Locked QAM256 8 825.0 8.6 40.3 0 0
         10 Locked QAM256 9 831.0 8.7 40.3 0 0
         11 Locked QAM256 10 837.0 8.5 40.3 0 0
         12 Locked QAM256 11 843.0 8.5 40.2 0 0
         13 Locked QAM256 15 867.0 8.4 40.1 0 0
         14 Locked QAM256 16 873.0 8.7 40.2 0 0
         15 Locked QAM256 17 879.0 8.6 40.1 0 0
         16 Locked QAM256 19 891.0 8.3 39.6 0 0
         17 Locked QAM256 33 357.0 10.3 41.7 897 348
         18 Locked QAM256 34 363.0 9.9 41.9 1241 2958
         19 Locked QAM256 35 369.0 9.3 41.7 1321 503
         20 Locked QAM256 36 375.0 8.2 41.3 189 140
         21 Locked QAM256 37 381.0 4.9 38.9 76 0
         22 Locked QAM256 38 387.0 -0.3 34.6 55 0
         23 Locked QAM256 39 393.0 6.9 40.4 41 0
         24 Locked QAM256 40 399.0 9.0 41.5 38 0
         25 Locked QAM256 41 405.0 9.8 41.8 3 0
         26 Locked QAM256 42 411.0 10.1 42.0 10 0
         27 Locked QAM256 43 417.0 10.2 42.1 24 0
         28 Locked QAM256 44 423.0 10.4 42.3 0 0
         29 Locked QAM256 45 429.0 10.4 42.2 0 0
         30 Locked QAM256 46 435.0 10.3 42.1 9 0
         31 Locked QAM256 47 441.0 10.3 42.1 0 0
         32 Locked QAM256 48 447.0 10.3 42.2 0 0
         33 Locked OFDM PLC 159 300.0 14.4 44.8 690158083 51983
  • We had a tech out and it turns out there was an issue somewhere up the chain from the power pole where my connection leaves my house. It was lucky that the connection dropping started while we were testing brand new coaxial cables to the modem.

    Looks like repairs have been made and my connection is a lot better. Still a little packet loss here and there, but that might have always been the case before the recent horrible connection.

    There was a new DNS issue that appeared to occur as a result of the repair and I ended up having to do a factory reset on my modem to get DNS working again.

    Pro tips for getting a quicker resolution if you can troubleshoot your own network, router and connections.

    • Online chat is useless if you already know how to reboot your modem.

    • Call. Humor the tech and go through the reboot. Then get an on-site technician scheduled to come out.

    • If your tech support rep sells you something as a solution don't buy it.
      I now have Gigablast, Cox Complete Care and second just as functional modem. I was assured these were issues yet none of these up-sells are useful for fixing a bad internet connection.

    • If your tech support rep tells you it's your computer or modem when it's been working fine for weeks or months already, hang up and call back to get an on-site technician out.

    • Don't waste hours and days in the online chat and on the phone trying to figure it out. They don't have the tools.

    • If the on-site technician doesn't find anything wrong, unfortunately you may need to get another one out if the problem continues.

    • If none of this works and you have other options, save money and find another provider.