Forum Discussion

Hussar's avatar
Hussar
New Contributor
6 years ago

Packet loss at Level3, need help from techs!

I have a personal cloud storage server, i access the server via sftp, im getting 100% and ~50% packet loss on two of the hops, which results in abysmally slow speeds, considering the server is on 10 Gigabit connection and the speeds i get on my machine are 250 mbps. I tried to contect Level3 but obviously im not a customer so I was told to go away, Cox Chat didn't help me with this, they didn't even know what I was talking about, SO I am trying here!

Now, because Cox is a Level3 customer I was told that they could inquire to Level3 about this problem, chat rep wasn't helpful, I think i need to get in touch with a tier 2 tech at Cox.

Any ideas?

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Localhost - 0 | 317 | 317 | 0 | 0 | 13 | 0 |
| Gateway - 0 | 317 | 317 | 5 | 7 | 34 | 7 |
| 100.120.244.122 - 0 | 317 | 317 | 5 | 8 | 31 | 11 |
| 100.120.244.211 - 0 | 317 | 317 | 7 | 12 | 130 | 10 |
| nyrkbprj01-ae3.0.rd.ny.cox.net - 1 | 310 | 308 | 15 | 18 | 57 | 17 |
| lag-108.ear1.newyork6.level3.net - 1 | 305 | 302 | 13 | 16 | 41 | 14 |
| Request timed out. - 100 | 63 | 0 | 0 | 0 | 0 | 0 |
| telia-level3-200g.newyork6.level3.net - 0 | 317 | 317 | 15 | 18 | 58 | 17 |
| nyk-bb2-link.telia.net - 49 | 107 | 55 | 20 | 23 | 38 | 22 |
| ash-bb4-link.telia.net - 0 | 317 | 317 | 18 | 24 | 55 | 23 |
| ash-b1-link.telia.net - 0 | 317 | 317 | 20 | 22 | 41 | 41 |
| leaseweb-ic-313455-ash-b1.c.telia.net - 0 | 317 | 317 | 21 | 23 | 35 | 24 |
| My server host- 0 | 317 | 317 | 19 | 22 | 46 | 22 |


  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    Hi Hussar, would you be able to perform a traceroute on a hard-wired connection to the server you're having issues with? Fluctuations in latency and packet loss within connecting networks outside of Cox’s network are beyond the scope of our troubleshooting. However, we will certainly take a look, to see where the packet loss is occurring. Your modem levels appear to be healthy, and I'm not detecting any packet loss at this time.

    For additional support, please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
    • Hussar's avatar
      Hussar
      New Contributor
      6 years ago

      The MTR trace provided is over a wired connection. the packet loss only appears to be on the route from my local network to my cloud server, the issue has persisted for months now, I even switched cloud storage providers because of this issue, the issue itself seems to be with packet hand off after Cox to Level 3, I personally cant raise an issue with Level3 about this but Cox techs apparently can from other threads on this forum people have definitely gotten help with similar issues before.

      • SharielH's avatar
        SharielH
        Moderator
        6 years ago
        Hi Hussar, were you wired directly into the modem or a router? Also, the modem is showing running for 17 days. Please power cycle the device unplugging the power cord and removing the cable wire for 1 minute. Have you tested this on multiple devices?

        -Shariel