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 cons...
  • 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
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

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?