Forum Discussion

mahan's avatar
mahan
New Contributor II
6 years ago

Packet loss and and ping timeouts in Las Vegas

As others have stated there has been a significant degradation of service in the Las Vegas area with Cox. Multiple restarts of cable modem and router does not resolve the issue. My VOIP phone is constantly losing signal, my TV which I stream Amazon Prime on constantly freezes and/or has audio cut out. I had issues literally 2 months ago and a Cox technician came out and worked on my signal levels, so I am 100% certain it has nothing to do with the wiring. My cable modem is only a month old, my router is 2 days old. This issue has been going on for almost a week now (hence why I purchased a new router in hopes that it would resolve my issue, thinking maybe my old router was dying). Connecting directly to the cable modem does not seem to resolve the issue as high ping response times and timeouts still occur.

At this point I don't know what to do anymore, I rely on my gigablast service since I work from home and need to have internet connection to VPN into the office. Is there anyone at Cox that can get to the bottom of this? I am sure you can see the numerous posts by other uses complaining about issues in the Las Vegas area. Get your network engineers to check your backend hardware, this is not an isolated issue and is becoming extremely frustrating, to the point that I am willing to sacrifice speed for reliability by switching to another provider.

  • mahan's avatar
    mahan
    6 years ago

    The issue seems to have resolved itself... Literally as soon as I purchased Cox Complete Care online my modem rebooted and there are no more ping timeouts... Seems rather strange.

  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    Hi Mahan, I am not detecting any packet loss on your modem at this time, and your equipment levels appear to be within the normal specifications. Can you please perform a hard-wired speed test, using the Cox Internet Speed Test tool, http://bit.ly/2VsdGbX? I recommend performing the speed tests without the VPN. I am including a link that provides useful information on ways to improve your internet service as a whole:

    www.cox.com/.../achieving-gigablast-speeds.html
    www.cox.com/.../fixing-slow-wifi.html
    www.cox.com/.../ways-to-improve-your-internet-speed-experience.html

    Are you able to provide traceroutes to cox.com, google.com, and espn.com, without being logged into the VPN? -Kevin M. Cox Support Forum Moderator
    • mahan's avatar
      mahan
      New Contributor II
      6 years ago

      The issue seems to have resolved itself... Literally as soon as I purchased Cox Complete Care online my modem rebooted and there are no more ping timeouts... Seems rather strange.

    • mahan's avatar
      mahan
      New Contributor II
      6 years ago

      Hi Kevin,

      The "speed" is not an issue, the problem is the packet loss/ping timeouts which cause my TCP connections to break (RDP, VPN) and UDP to miss packets in the payload (VOIP, Streaming). I do all my tests from a hard wired connection without being on the VPNs. 

      Here is the ping result from last night

      Pinging www.google.com [172.217.14.68] with 32 bytes of data:
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=9ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=232ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=1460ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=11ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=11ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56

      Ping statistics for 172.217.14.68:
      Packets: Sent = 48, Received = 45, Lost = 3 (6% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 9ms, Maximum = 1460ms, Average = 49ms

      Traceroute to cox.com

      Tracing route to cox.com [45.60.45.167]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 29 ms 7 ms 6 ms 10.65.232.1
      3 8 ms 8 ms 7 ms 100.120.102.62
      4 7 ms 8 ms 7 ms 100.120.102.28
      5 13 ms 15 ms 12 ms langbprj01-ae1.rd.la.cox.net [68.1.1.13]
      6 13 ms 12 ms 12 ms 4.7.26.45
      7 13 ms 12 ms 12 ms 4.7.26.34
      8 13 ms 12 ms 13 ms 45.60.45.167

      Trace complete.

      Traceroute to espn.com (notice the time on the second hop)

      Tracing route to espn.com [13.35.99.83]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 1017 ms 5 ms 7 ms 10.65.232.1
      3 7 ms 7 ms 8 ms 100.120.102.62
      4 7 ms 10 ms 14 ms 100.120.102.28
      5 13 ms 12 ms 13 ms 68.1.4.254
      6 13 ms 14 ms 12 ms 52.95.218.216
      7 14 ms 14 ms 15 ms 54.239.102.90
      8 13 ms 14 ms 15 ms 54.239.102.95
      9 13 ms 14 ms 12 ms 54.239.102.147
      10 3123 ms 14 ms 12 ms 52.93.130.85
      11 * * * Request timed out.
      12 * 192.168.1.1 reports: Destination host unreachable.

      Traceroute to google.com (notice the second hop does not have the same delay as the espn tracert)

      Tracing route to google.com [172.217.11.78]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 7 ms 7 ms 6 ms 10.65.232.1
      3 7 ms 7 ms 6 ms 100.120.102.62
      4 7 ms 7 ms 14 ms 100.120.102.28
      5 13 ms 15 ms 13 ms langbprj01-ae1.rd.la.cox.net [68.1.1.13]
      6 14 ms 14 ms 13 ms 72.215.224.173
      7 * * * Request timed out.
      8 13 ms 13 ms 14 ms 209.85.242.32
      9 192.168.1.1 reports: Destination host unreachable.

      The espn test tells me something is going on around the 2nd hop, within Cox's network. Anything else you would like me to try?

    • mahan's avatar
      mahan
      New Contributor II
      6 years ago

      Hi Kevin,

      The "speed" is not an issue, the problem is the packet loss/ping timeouts which cause my TCP connections to break (RDP, VPN) and UDP to miss packets in the payload (VOIP, Streaming). I do all my tests from a hard wired connection without being on the VPN.

      Here is the ping result from last night

      Pinging www.google.com [172.217.14.68] with 32 bytes of data:
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=9ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=232ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=1460ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=11ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=11ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Request timed out.
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=14ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=12ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=15ms TTL=56
      Reply from 172.217.14.68: bytes=32 time=13ms TTL=56

      Ping statistics for 172.217.14.68:
      Packets: Sent = 48, Received = 45, Lost = 3 (6% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 9ms, Maximum = 1460ms, Average = 49ms

      Traceroute to cox.com

      Tracing route to cox.com [45.60.45.167]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 29 ms 7 ms 6 ms 10.65.232.1
      3 8 ms 8 ms 7 ms 100.120.102.62
      4 7 ms 8 ms 7 ms 100.120.102.28
      5 13 ms 15 ms 12 ms langbprj01-ae1.rd.la.cox.net [68.1.1.13]
      6 13 ms 12 ms 12 ms 4.7.26.45
      7 13 ms 12 ms 12 ms 4.7.26.34
      8 13 ms 12 ms 13 ms 45.60.45.167

      Traceroute to espn.com (notice the time on the second hop)

      Tracing route to espn.com [13.35.99.83]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 1017 ms 5 ms 7 ms 10.65.232.1
      3 7 ms 7 ms 8 ms 100.120.102.62
      4 7 ms 10 ms 14 ms 100.120.102.28
      5 13 ms 12 ms 13 ms 68.1.4.254
      6 13 ms 14 ms 12 ms 52.95.218.216
      7 14 ms 14 ms 15 ms 54.239.102.90
      8 13 ms 14 ms 15 ms 54.239.102.95
      9 13 ms 14 ms 12 ms 54.239.102.147
      10 3123 ms 14 ms 12 ms 52.93.130.85
      11 * * * Request timed out.
      12 * 192.168.1.1 reports: Destination host unreachable.

      Traceroute to google.com (notice the second hop does not have the same delay as the espn tracert)

      Tracing route to google.com [172.217.11.78]
      over a maximum of 30 hops:

      1 <1 ms <1 ms <1 ms 192.168.1.1
      2 7 ms 7 ms 6 ms 10.65.232.1
      3 7 ms 7 ms 6 ms 100.120.102.62
      4 7 ms 7 ms 14 ms 100.120.102.28
      5 13 ms 15 ms 13 ms langbprj01-ae1.rd.la.cox.net [68.1.1.13]
      6 14 ms 14 ms 13 ms 72.215.224.173
      7 * * * Request timed out.
      8 13 ms 13 ms 14 ms 209.85.242.32
      9 192.168.1.1 reports: Destination host unreachable.

      The espn test tells me something is going on around the 2nd hop, within Cox's network. Anything else you would like me to try?