Forum Discussion

bryce_clifford3's avatar
bryce_clifford3
New Contributor III
5 years ago

What is the process of diagnosing a NODE issue?

Tech came by, said it was all fine. Hopped on to play a game and could not experience without stuttering and latency issues happening every few seconds (especially during peak hours)

Gone through all online support, phone support, tech came through. Posted all of my issues before and it wasn't taken seriously. Directly connected through ethernet cable, ping to router is a consisten <1ms.

My ping to google.com will be 10-15ms then spike to 150+ every few seconds... sometimes even time out. This problem has been going on during peak hours for weeks, but now more than ever I just want to enjoy my games while I'm quarantined and it's gotten worse throughout the day (I'm assuming due to overloaded node)

Help.

  • bryce_clifford3's avatar
    bryce_clifford3
    New Contributor III
    5 years ago

    Still getting the run-around from support although they did respond to a few emails, then after I sent traceroutes they realized there is an actual issue and stopped responding.

    I also have some incredibly bad pingplotter results given that it's peak hours in my neghborhood right now. Definitely a NODE issue and I'd like some clarity before I pick up and move to AT&T. ** to be a customer since I was a kid and have to leave because customer service is terrible

    • Jack_H's avatar
      Jack_H
      Contributor
      5 years ago

      Maybe this is the way they fix their node issues. Making people switch services because it's so bad then there's less people on the node which makes it better right?

      • bryce_clifford3's avatar
        bryce_clifford3
        New Contributor III
        5 years ago

        lol I wouldn't be shocked. this is terrible. report your issue to the FCC, I finally got a call back from an actual cox rep that is following up with me after my next tech visit (tonight)

  • Rengleif's avatar
    Rengleif
    New Contributor II
    5 years ago

    Same issues. Infrastructure needs updating around the country. 

  • KevinM2's avatar
    KevinM2
    Former Moderator
    5 years ago
    Hi Bryce, I have pinged your modem several times and I am not seeing any packet loss or anything out of the ordinary with the signal levels. Can you please provide traceroute or PingPlotter results on a hard-wired connection, so we can have them reviewed? Please feel free to include a link to this forum thread and email them to us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
    • bryce_clifford3's avatar
      bryce_clifford3
      New Contributor III
      5 years ago

      Sent email titled Continued from Forum. Included traceroute and a current ping to google.com from my hardwired PC.

  • Jack_H's avatar
    Jack_H
    Contributor
    5 years ago

    Same here 4 techs have been out to my home and 4 new modems and routers they just keep saying it's my equipment.

    • Frustrated702's avatar
      Frustrated702
      New Contributor II
      5 years ago

      I am in the same exact situation. Tech supervisor told me the node was a known issue and said I should be patient. Multiplayer games are unplayable at this point. Extreme lag and packet loss on wired connection. I get a much better connection when I use my mobile phone as an internet source.

  • Cr0n_J0b's avatar
    Cr0n_J0b
    New Contributor II
    5 years ago

    What area are you in?  I'm in So Cal, and cox is experiencing and "outage" in my area...I think, but can't confirm that they either have a core network issue or they have a system capacity issue.  In either case, they say it's an outage and that it will be fixed.  they've been saying that all week.  I have internet, but it's really laggy and breaks up from time to time.  .  in my case i'm getting like 30%-50% packet loss, so the internet will run then just stall for a second then run...it's extremely annoying.  I have resorted to using a mobile hot spot for work applications.  it causes stuttering...all sorts of stuff.  It's actually the reason i'm reading the forum today.

    • jonathonjoseph's avatar
      jonathonjoseph
      Contributor
      5 years ago

      Its pretty easy to tell if its a wider network issue or a node issue. Prior to everyone being stuck at home if you only get packet loss and ping spikes lets say around 5:00 PM your time to 10:00 PM every day, its a node issue. 

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @Cr0n_J0b, for troubleshooting assistance, can you please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com? We'd like to investigate this further for you. -Kevin M. Cox Support Forum Moderator