Packet loss and poor speeds

Hi there, I've been going back and forth with Tier 1 over the phone, but the most I've been able to get out of them was a power cycle and eventually scheduling a tech to come out and look at the issue. I've been seeing some other folks with similar problems posting, so I figured I would get my case posted up as well.

In short, there are two main issues that I'm trying to get a handle on, the most annoying being the packet loss I'm experiencing. I've been running tests a few different ways, using a third party in a geographically separate location (I'm in San Diego, he is in Las Vegas) with a different ISP as a control.

Here is a screenshot of 5 second snapshots running iperf: http://i.imgur.com/pnd46vP.png

Here's a tracert to that server: https://i.imgur.com/Fc5jLeJ.png

My "control" lost a total of 3 packets over the same 5 minute period. We also repeated the test using a server of his located in a different data center with similar results.

Here are PingPlotter results for a trace to Google over a 60 second period: https://i.imgur.com/cXiyMfT.pngT

This is a separate PingPlotter log for a trace to Google over a 5 minute period: https://i.imgur.com/qDVhPvC.png

The tracert to Google: https://i.imgur.com/2PiKvcs.png

In the process of trying to solve the issue, I've run all of the same tests with and without a router, with no change in the results. And I've purchased a new modem (which needed to happen anyways, due to the last modem only having 4 downstream bands).

The other issue I've been experiencing is fairly low download and upload rates. I'm on the 300/30 plan, but am only averaging 190/1.2 (yes 1.2mbps) in speed tests.

Worth mentioning that within my modem's logs, there are quite a few Critical entries; however, I'm unfortunately not familiar enough with this part of the network stack to know what they mean.

Modem logs are here: https://i.imgur.com/aMs4zG0.png

As mentioned earlier, there IS a tech coming out in a couple of days to take a look at things, but any guidance in the meantime would be appreciated.

FujiwaraTakumi
9 years ago
Alright, so the tech showed up and says there is a ton of inconsistency in the signal coming from the tap, so he put a ticket in with maintenance to come resolve whatever that issue is. Fingers crossed that this solves the problem. I suppose the other location I was testing from having the same issues that were resolved a couple of days ago was just an odd coincidence.

Gonna leave this open just in case the fixes they apply next week don't solve the problem, but will update as soon as I know one way or another.

15 Replies

Replies have been turned off for this discussion

ChrisL
Former Moderator
9 years ago
@FujiwaraTakumi

That 1st pingplotter you posted seems to show a little loss from the PC to the router. Can you try a different PC connected to the modem and see what kind of results you get?
FujiwaraTakumi
New Contributor II
9 years ago
Hey Chris, thanks for getting back. I'm not at the residence at this moment to give it another try, but when I was doing my initial testing I was getting the same results using three separate computers (as well as while bypassing the router entirely and connecting direct wired to the modem). I've also tried via direct and the router on two separate modems (Arris SB6121 and SB6183).

One thing that I also forgot to mention initially was that I have access to another location which is in the same region (Cox San Diego South), and was able to reproduce the same packet loss to the same testing targets. However, the night before last (1:45 AM on January 28) there was a short 5 minute outage, which I believe is around your maintenance window. I was able to confirm the outage with a few other people in Cox South, so it wasn't localized to the two locations I was testing from. After that short outage, the second location that I was testing from no longer had issues (packet loss between 0-1%, which seems reasonable). This could just be a coincidence, but I thought it may be worth mentioning.
ChrisL
Former Moderator
9 years ago
@FujiwaraTakumi

If you're still seeing issues with multiple computer connected directly to the modem it may be time to see about getting a technician out to troubleshoot further.
FujiwaraTakumi
New Contributor II
9 years ago
Alrighty, I've got one scheduled for tomorrow, so I'll update once they've come and gone.

With that said, the same issues being present at another location that were resolved by what seemed like a region-wide maintenance, it does seem like there may be a distinct possibility that the issue isn't something localized to the residence. In a scenario like this, what would be the course of action? Just hope that the support tech is able to escalate the issue?
ChrisL
Former Moderator
9 years ago
@FujiwaraTakumi

If the technician that is out finds nothing wrong at your residence he/she would open a ticket with our maintenance team to further investigate any possible larger issue.
Tecknowhelp
Valued Contributor II
9 years ago
ChrisL said:
he/she would open a ticket with our maintenance team to further investigate any possible larger issue.

If you get a ticket made, get the TICKET NUMBER!!! Follow up is crucial for maintence issues.
force113
New Contributor
9 years ago
We are in Las Vegas and our internet has been dropping for 2 days so far. One minute we're fine, next no internet. We need to reset modem and router to get signal back. Something is failing or Cox is doing something that is causing these drops.
AzMurray
New Contributor
9 years ago
Good luck with the IS tech. I've had problems for weeks. We scheduled a tech last week and I took off four hours from work so we could get the problems evaluated. The tech never showed up. Didn't call. Nothing. I contacted customer support and they said they would reschedule if I took another four hours off from work. I couldn't do that so now were have to wait another week and then see if they actually come this time. It's really unfortunate. We have internet speeds of 1-2mbps. When we do get higher speeds, they are iffy--streaming isn't possible even at low resolution.
Tecknowhelp
Valued Contributor II
9 years ago
OP's issue is maintenance related, so unless you are in the same town, I doubt it is related. May want to make your own thread with the technical details of your situation.
AzMurray
New Contributor
9 years ago
It appears to me that there are multiple threads that could be related. Do we really need to start another?