Forum Discussion

Jack_H's avatar
Jack_H
Contributor

Random Ping Spikes and Packet Loss

I am at a loss of ideas with my internet connection quality. I have been getting random ping spikes and packet loss in all online games and discord. This has been going ever since I moved into this house in September 2019, which is less than a mile away from my old house. First I had problems with the internet making my modem/router (Netgear c6300) turn off and on. This did not happen at my old house. I called cox about 5 times to have them say it was the modem/router so I went out and purchased a Netgear cm1200 and Netgear r7000. Same thing happened for about two weeks. I called cox and they said that I have to get "their modem" or they can't do anything to help. So I got the Cox Panoramic modem/router. Same exact problem was happening. Called Cox about 5 times and they sent out a tech that replaced the moca filter and all the ends on the coax cables in the box on the side of the house and in the room where the modem was located. Problems still persisted and I called cox another 5 times at least and they sent out another tech. This one said he could do nothing because there was something he couldn't fix and needed to schedule maintenance. That took about 3-4 days and they had fixed the majority of the random restart and disconnects. So after that I had switched back to the modem/router so I didn't have to pay a monthly fee for the Panoramic. I switched back to the cm1200 and r7000 and still noticed random ping spikes. I was so frustrated and felt like I tried everything but it still wasn’t fixed. 

Some things I have tried at this point: new coax straight to box outside from modem, moving the modem to a different room in the house, attenuators, not using router, three different computers, and new ethernet cords (cat7). So after all that I thought maybe it was the modem again even though the cm1200 is a top of the line modem I bought another new modem and router (SB8200 and XR500). The issue still persists and I had called Cox another 2 times to tell them what was going on and they sent out another tech...  He came and replaced the coax from the modem to the box outside. He basically gave me the rundown and said the internet was not meant for gaming and I understand this but it’s so frustrating when you're playing a competitive game like CS:GO and you start teleporting and getting ping spikes to 100-200 to a US West server at random times. I don’t see my friends or other players having this issue. I’m lost on what to do at this point. I've spent a lot of money and time trying to diagnose this problem.

Here is my modem status page if it helps any: https://imgur.com/a/rxmF6lS

36 Replies

  • llama42's avatar
    llama42
    New Contributor III

    Your not alone, this is my internet right now

    Also have replaced everything between the tap and my computer.  I've been having this issue since last year and can't get them to fix it.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Jack, we apologize for the poor and unpleasant experience, and we're here to help resolve these issues. Are you on WiFi or are you hard-wired directly to the modem when experiencing issues? I have pinged your modem several times and I am not detecting any packet loss at this time. -Kevin M. Cox Support Forum Moderator
      • Jack_H's avatar
        Jack_H
        Contributor

        Ethernet and it doesn't make a difference when I am plugged directly into the modem or through the router I still get spikes.

  • I'm still new to this coax thing but when it was raining outside the problems got worse I don't know if this helps explain anything.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Jack, a technician will be able to determine the root cause of the issue. Generally, moisture and/or fluctuations in temperature can affect services if the coaxial cable is damaged and or/compromised in any way. They are designed to be thick to help keep outside interference from seeping into the line. -Kevin
      • Jack_H's avatar
        Jack_H
        Contributor

        https://imgur.com/a/MKUcstb I wonder if this cable(red arrows around) that goes into the ground to the pedestal is the problem, it is the only cable that hasn't gotten replaced.

  • 4th tech out and he replaced the drop from my house to the tap. He said it was bad and replaced it. Issues are still apparent and I realized I'm defiantly not alone and have found numerous videos on this subject pertaining to Cox and node saturation. Here's a PingPlotter screenshot if it even matters. https://imgur.com/a/n45uDj0

  • 4th tech out and he replaced the drop from my house to the tap. He said it was bad and replaced it. Issues are still apparent and I realized I'm defiantly not alone and have found numerous videos on this subject pertaining to Cox and node saturation. Here's a PingPlotter screenshot if it even matters. https://imgur.com/a/n45uDj0

    • Whatever95's avatar
      Whatever95
      New Contributor II

      Hello Jack,

      Did you get your problem solved? because there will be one tech guy to come to my house and figure out the problem. Thanks

      • Jack_H's avatar
        Jack_H
        Contributor

        No the problem is there is to many people on my node which causes packet loss and ping spikes. It's not my hardware I have gotten a cm1200 and two different sb8200s as well as the cox panoramic modem. Replaced all cabling up to the pedestal outside my house and new cat7 Ethernet cables inside. Nothing I can do except have someone higher up come out to my neighborhood and get a node split or switch service providers. It's very sad not being able to compete in games because of this internet issue that has been going on for 7 months...

    • Becky's avatar
      Becky
      Moderator
      Hi Jack H, your modem metrics are slightly outside of our preferred specifications this morning. I know you've had several service calls this month. Do you experience issues all day long, or only during specific times of day? -Becky, Cox Support Forums Moderator
      • Jack_H's avatar
        Jack_H
        Contributor

        Mostly 10am to 10pm (MST) when most people are using the internet in my neighborhood.

    • Becky's avatar
      Becky
      Moderator
      Hi Jack, the next time you experience this issue, please bypass your router before running/posting a PingPlotter traceroute. Connect a device directly to your modem with an ethernet cord and restart the modem by unplugging the modem for 30 seconds. Thanks! -Becky, Cox Support Forums Moderator