Forum Discussion

Henry_V_'s avatar
Henry_V_
New Contributor
5 years ago

Very high packet loss

Hello. I am typing this post under my mom's account. That's why the name here and the account names are different. Anyways, I recently moved into a new house a few months ago. Since I have moved I have had to switch internet providers due to location. I now have Cox. Ever since I have moved in my internet has been terrible. I play online games on a computer. My computer is not the issue, as it was perfectly fine in my previous house. I play with an ethernet connection. I have run many tests in cmd on my computer and I have seen that I have been running around 25% packet loss. This is very frustrating being that I play games. Every 15-20 seconds or so I have a 5 seconds period of not being able to do anything because of my internet. My ping is perfectly fine. I just run high packet loss. I have tried so much to fix the issue. I cannot do anything like switching providers due to me being underage and my parents make the decisions (they won't let me switch). Cox would be perfectly fine with me if I did not have the packet loss. I am at a point where I have no idea what to do. I am struggling to find where the issue is. Can someone help? Thanks.

9 Replies

  • ChrisL's avatar
    ChrisL
    Former Moderator
    I'm sorry to hear you've been experiencing connection issues. I checked from this end and the modem seems fine however I did notice that the only active Ethernet connection is connecting at 100Mbps. If this is your computer and it supports gigabit Ethernet I'd suggest checking the connection to the modem. You'll want to make sure you're using a CAT6 cable or better and may want to try testing a wired connection with a different device to see if you still experience issues.

    -Chris
  • Henry_V_'s avatar
    Henry_V_
    New Contributor

    My internet is not only bad over ethernet. It is bad all over the house. My download and upload speeds are fine, but I am running 25% packet loss. I run this packet loss using wired connection and wireless. I have done everything I can on my end. I feel like the issue is just with the internet and not with anything I have.

    • Henry_V_'s avatar
      Henry_V_
      New Contributor

      I'm sorry I keep contacting you but I have had the same issue since I have moved in with it just getting worse and worse.

      • BrianM's avatar
        BrianM
        Moderator
        We are not currently seeing any packet loss up to your modem. Where and when exactly are you seeing this packet loss?

        Brian
        Cox Support Forum Moderator
  • You may want to test it directly connected to the modem. To bypass the router, please disconnect the ethernet cable and power to the modem and router, give it 30 seconds and then plug the power to the modem back in. It will take 3-5 minutes for the modem to reset. Once done, please connect the computer directly to the modem and test it by playing your game to see what results you get. For immediate assistance, please contact us via email at cox.help@cox.com or via Facebook or Twitter and be sure to include the name on the account, your complete address and this link. Thanks, Lisa, Cox Support Forums Moderator