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JimDeane's avatar
JimDeane
New Contributor III
11 months ago

Packet Loss and Low Upload Speeds

Hello Friends,

Woke up this morning with terrible packet loss and very slow upload speeds. Got on with Tech support, they had me change my modem, did that, still terrible. Tried multiple devices, wi-fi connections, direct connection. Can't use any voice chat software with the crazy packet loss. Called tech support again, they said I need to upgrade my service as well. I'm using an Arris Surfboard AC1900, was before, just an older model. I have reset and reconnected everything. Any thoughts?

I am having upwards of 50% outbound packet loss on discord when speaking, and getting speed test results of 50-200mbps DL and .19-.46Mbps UL.

If anyone can help, I would appreciate it.

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  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    11 months ago

    How do you signal levels look? What model modem do you have exactly? If SBG6900 see instructions here.

    • JimDeane's avatar
      JimDeane
      New Contributor III
      11 months ago

      I have an SBG6950AC2. When I get back to the house I will grab the signal levels

  • JimDeane's avatar
    JimDeane
    New Contributor III
    11 months ago

    I don't know how to post a photo here, but the only thing that looks like it's out of range on power level is the upstream, at 42.75 dBmV, guide recommends 45 to 52 dBmV, but I'm unsure what this means, everything else look in the proper range. I have 4 upstream channels, frequencies are 17-36mhz

    • CurtB's avatar
      CurtB
      Valued Contributor III
      11 months ago

      To post images in the Internet forum:

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      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        11 months ago

        Looks good to me too. Try Pingplotter to Discord or 8.8.8.8 and then File > Share > Create share page. That will show where the packet loss is. 

  • Velisa_D's avatar
    Velisa_D
    New Contributor
    11 months ago

    Having the same issue here in Moore, OK! Got a new modem and STILL having issues. I have called customer service MULTIPLE times the last week and a half. There was reported interruptions in my area and they said they fixed it at 1:13 am this morning , but ilmy internet is STILL not working correctly. Have a tech coming out tomorrow just to look at my brand new modem..just for him to probably tell me that there is nothing wrong with it and that we are going to have to have someone else come out. I'm so tired of COX! 

    • LatitiaS's avatar
      LatitiaS
      Moderator
      11 months ago
      Hi Velisa,

      I am sorry to learn of your service troubles and hope the tech was able to resolve your issue. Should you still need assistance, please send us an email to cox.help@cox.com. We would be more than happy to help.

      Latitia
      Cox Support Forums Moderator