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C7Z06's avatar
C7Z06
New Contributor
6 years ago

Packet loss and latency

I've been a cox internet customer for 9 years and the service has been great but over the last two months it has been horrible. Significant packet loss and latency in the evening. During the day it seems nearly perfect.

I've contacted tech support several times, had a tech on site, purchased a new modem and router, and nothing has improved it. Does anyone have any ideas to help please?

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max
1 192.168.1.1 (router.asus.com) 0.327ms 0.236ms 0.238ms
2 10.78.128.1 (10.78.128.1) 216.359ms 30.668ms 64.271ms
3 100.127.5.42 (100.127.5.42) 18.952ms 105.865ms 108.457ms
4 100.120.102.34 (100.120.102.34) 23.801ms 15.399ms 9.915ms
5 68.1.5.186 (sanjbprj02-ae0.0.rd.sj.cox.net) 31.452ms 33.053ms 32.580ms
6 70.167.151.23 (ip70-167-151-23.at.at.cox.net) 58.215ms 91.147ms 208.334ms
7 108.170.242.81 (108.170.242.81) 174.635ms 40.860ms 31.173ms
8 209.85.240.171 (209.85.240.171) 62.657ms 193.798ms 180.191ms
9 8.8.8.8 (google-public-dns-a.google.com) 84.405ms 106.522ms 60.226ms

--- 192.168.1.1 ping statistics ---
52 packets transmitted, 52 received, 0% packet loss, time 10198ms
rtt min/avg/max/mdev = 0.291/0.348/0.512/0.044 ms

PING 10.78.128.1 (10.78.128.1) 1024(1052) bytes of data.
1032 bytes from 10.78.128.1: icmp_seq=1 ttl=254 time=71.5 ms
1032 bytes from 10.78.128.1: icmp_seq=2 ttl=254 time=11.8 ms
1032 bytes from 10.78.128.1: icmp_seq=3 ttl=254 time=126 ms
1032 bytes from 10.78.128.1: icmp_seq=4 ttl=254 time=7.95 ms
1032 bytes from 10.78.128.1: icmp_seq=5 ttl=254 time=20.7 ms
1032 bytes from 10.78.128.1: icmp_seq=6 ttl=254 time=10.9 ms
1032 bytes from 10.78.128.1: icmp_seq=7 ttl=254 time=78.2 ms
1032 bytes from 10.78.128.1: icmp_seq=8 ttl=254 time=45.9 ms
1032 bytes from 10.78.128.1: icmp_seq=9 ttl=254 time=11.8 ms
1032 bytes from 10.78.128.1: icmp_seq=10 ttl=254 time=11.6 ms
1032 bytes from 10.78.128.1: icmp_seq=11 ttl=254 time=23.1 ms
1032 bytes from 10.78.128.1: icmp_seq=12 ttl=254 time=14.4 ms
1032 bytes from 10.78.128.1: icmp_seq=13 ttl=254 time=15.9 ms
1032 bytes from 10.78.128.1: icmp_seq=14 ttl=254 time=16.9 ms
1032 bytes from 10.78.128.1: icmp_seq=15 ttl=254 time=14.9 ms
1032 bytes from 10.78.128.1: icmp_seq=16 ttl=254 time=10.5 ms
1032 bytes from 10.78.128.1: icmp_seq=17 ttl=254 time=12.5 ms
1032 bytes from 10.78.128.1: icmp_seq=18 ttl=254 time=64.9 ms
1032 bytes from 10.78.128.1: icmp_seq=19 ttl=254 time=146 ms
1032 bytes from 10.78.128.1: icmp_seq=20 ttl=254 time=20.9 ms
1032 bytes from 10.78.128.1: icmp_seq=21 ttl=254 time=32.6 ms
1032 bytes from 10.78.128.1: icmp_seq=22 ttl=254 time=15.1 ms
1032 bytes from 10.78.128.1: icmp_seq=23 ttl=254 time=74.1 ms
1032 bytes from 10.78.128.1: icmp_seq=24 ttl=254 time=28.9 ms
1032 bytes from 10.78.128.1: icmp_seq=25 ttl=254 time=17.9 ms
1032 bytes from 10.78.128.1: icmp_seq=29 ttl=254 time=44.5 ms
1032 bytes from 10.78.128.1: icmp_seq=30 ttl=254 time=42.3 ms
1032 bytes from 10.78.128.1: icmp_seq=31 ttl=254 time=55.6 ms
1032 bytes from 10.78.128.1: icmp_seq=32 ttl=254 time=15.5 ms
1032 bytes from 10.78.128.1: icmp_seq=33 ttl=254 time=99.0 ms
1032 bytes from 10.78.128.1: icmp_seq=34 ttl=254 time=144 ms
1032 bytes from 10.78.128.1: icmp_seq=35 ttl=254 time=22.0 ms
1032 bytes from 10.78.128.1: icmp_seq=36 ttl=254 time=65.4 ms
1032 bytes from 10.78.128.1: icmp_seq=37 ttl=254 time=12.9 ms
1032 bytes from 10.78.128.1: icmp_seq=38 ttl=254 time=145 ms
1032 bytes from 10.78.128.1: icmp_seq=39 ttl=254 time=14.6 ms
1032 bytes from 10.78.128.1: icmp_seq=40 ttl=254 time=9.80 ms
1032 bytes from 10.78.128.1: icmp_seq=41 ttl=254 time=9.82 ms
1032 bytes from 10.78.128.1: icmp_seq=42 ttl=254 time=49.4 ms
1032 bytes from 10.78.128.1: icmp_seq=43 ttl=254 time=32.8 ms
1032 bytes from 10.78.128.1: icmp_seq=44 ttl=254 time=72.0 ms
1032 bytes from 10.78.128.1: icmp_seq=45 ttl=254 time=15.0 ms
1032 bytes from 10.78.128.1: icmp_seq=46 ttl=254 time=73.8 ms
1032 bytes from 10.78.128.1: icmp_seq=47 ttl=254 time=107 ms
1032 bytes from 10.78.128.1: icmp_seq=48 ttl=254 time=102 ms
1032 bytes from 10.78.128.1: icmp_seq=49 ttl=254 time=12.4 ms
1032 bytes from 10.78.128.1: icmp_seq=50 ttl=254 time=10.1 ms
1032 bytes from 10.78.128.1: icmp_seq=51 ttl=254 time=14.0 ms
--- 10.78.128.1 ping statistics ---
51 packets transmitted, 48 received, 5% packet loss, time 10052ms
rtt min/avg/max/mdev = 7.952/43.325/146.857/40.204 ms

Procedure Status Comment
Acquire Downstream Channel 957000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
30 Locked QAM256 957000000 Hz 10.8 dBmV 35.3 dB 0 0
1 Locked QAM256 783000000 Hz 11.9 dBmV 40.9 dB 0 0
2 Locked QAM256 789000000 Hz 12.0 dBmV 41.0 dB 0 0
3 Locked QAM256 795000000 Hz 11.9 dBmV 41.0 dB 0 0
4 Locked QAM256 801000000 Hz 12.0 dBmV 40.7 dB 0 0
9 Locked QAM256 831000000 Hz 11.8 dBmV 40.8 dB 0 0
10 Locked QAM256 837000000 Hz 11.7 dBmV 40.5 dB 0 0
11 Locked QAM256 843000000 Hz 11.7 dBmV 35.5 dB 0 0
12 Locked QAM256 849000000 Hz 11.7 dBmV 35.5 dB 0 0
17 Locked QAM256 879000000 Hz 11.0 dBmV 40.3 dB 0 0
18 Locked QAM256 885000000 Hz 10.7 dBmV 40.2 dB 0 0
19 Locked QAM256 891000000 Hz 10.5 dBmV 40.2 dB 0 0
20 Locked QAM256 897000000 Hz 10.4 dBmV 40.2 dB 0 0
21 Locked QAM256 903000000 Hz 10.2 dBmV 40.0 dB 0 0
22 Locked QAM256 909000000 Hz 10.1 dBmV 39.6 dB 0 0
25 Locked QAM256 927000000 Hz 10.3 dBmV 40.0 dB 0 0
26 Locked QAM256 933000000 Hz 10.6 dBmV 37.5 dB 0 0
27 Locked QAM256 939000000 Hz 10.8 dBmV 40.2 dB 0 0
28 Locked QAM256 945000000 Hz 10.8 dBmV 40.1 dB 0 0
29 Locked QAM256 951000000 Hz 10.8 dBmV 40.1 dB 0 0
33 Locked QAM256 357000000 Hz 6.9 dBmV 39.4 dB 0 0
34 Locked QAM256 363000000 Hz 7.1 dBmV 39.4 dB 0 0
35 Locked QAM256 369000000 Hz 7.5 dBmV 39.4 dB 0 0
36 Locked QAM256 375000000 Hz 7.6 dBmV 39.6 dB 0 0
37 Locked QAM256 381000000 Hz 7.6 dBmV 39.5 dB 0 0
38 Locked QAM256 387000000 Hz 7.7 dBmV 39.5 dB 0 0
41 Locked QAM256 405000000 Hz 8.3 dBmV 39.8 dB 0 0
42 Locked QAM256 411000000 Hz 8.1 dBmV 39.5 dB 0 0
43 Locked QAM256 417000000 Hz 8.1 dBmV 39.7 dB 0 0
44 Locked QAM256 423000000 Hz 8.2 dBmV 39.7 dB 0 0
45 Locked QAM256 429000000 Hz 8.3 dBmV 39.7 dB 0 0
46 Locked QAM256 435000000 Hz 8.3 dBmV 39.6 dB 0 0
159 Locked Other 300000000 Hz 9.1 dBmV 41.0 dB 16117810 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM 36300000 Hz 6400000 Hz 41.0 dBmV
2 2 Locked SC-QAM 29800000 Hz 6400000 Hz 40.0 dBmV
3 3 Locked SC-QAM 23300000 Hz 6400000 Hz 40.0 dBmV
4 4 Locked SC-QAM 18400000 Hz 3200000 Hz 39.0 dBmV

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  • Karen_R's avatar
    Karen_R
    Former Moderator
    6 years ago
    Hello C&Z06,
    Thank you for contacting Cox Social Media. We can take a look at your signal. Please send an email with this forum link, your full name, and address to cox.help@cox.com. We will reply back once we receive the email. Thanks
    -Karen