Greetings, Been having a problem since 2 days ago with my internet. I am having a 10% packet loss and my speeds are 60ish/0.05. Jitter is horrible per pingtest.net. However this seems to be intermittent. After a couple hours, levels go back to normal. Things I've checked with tier 2 techs: -All wires from the wall to the modem to the pc I am testing with have been replaced. -Used a different modem from the one I am leasing. -Updated firmware. The last tier 2 tech I spoke with said that they could see the packet loss from the first node to the modem. They scheduled a tech to come and see what's going on. I am worried that when they are here, they won't be able to see the issue. What logs do I need to get to show the tech? Additionally, any other insights you may have would be greatly appreciated. David

Started working again for an hour or so. Then the packet loss and upload speed issues returned. After running tracert a couple of times, I identified the issue when doing the first hop to 10.114.32.1. Pinging to the modem is fine. What do you think could be causing this?

First what model modem/gateway do you have? Second, when you are testing the speeds, are you wired? Third, 10.114.32.1 is the HFC interface of the node. Thats the device out on the streets that turn fiber into coaxial. If you are seeing packet loss from modem to there and Cox is seeing packet loss from there to modem, then there is either a problem with the modem, problem with the node, or more likly, a problem with the signal from node to your modem. So lets start with that, what are your signal levels.Should be available at 192.168.100.1, unless you have a gateway, if so, see question one. Also, if you want data to show the tech, take screen shots of any bad signal levels and save your ping tests. If you want to go hardcore, download pingplotter to gather more data. However, this may go over the head of most technicians. Last, look at the logs. Focus on anything marked critical and specifically anything with a T3 or T4 error. If you post your logs here be sure to edit your MAC address for privacy reasons.

Tecknowhelp said:First what model modem/gateway do you have? Second, when you are testing the speeds, are you wired? Third, 10.114.32.1 is the HFC interface of the node. Thats the device out on the streets that turn fiber into coaxial. If you are seeing packet loss from modem to there and Cox is seeing packet loss from there to modem, then there is either a problem with the modem, problem with the node, or more likly, a problem with the signal from node to your modem. So lets start with that, what are your signal levels.Should be available at 192.168.100.1, unless you have a gateway, if so, see question one. Also, if you want data to show the tech, take screen shots of any bad signal levels and save your ping tests. If you want to go hardcore, download pingplotter to gather more data. However, this may go over the head of most technicians. Last, look at the logs. Focus on anything marked critical and specifically anything with a T3 or T4 error. If you post your logs here be sure to edit your MAC address for privacy reasons. Signal levels Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 124 831000000 Hz -0.3 dBmV 37.5 dB 0 0 2 Locked QAM256 121 813000000 Hz -1.7 dBmV 37.4 dB 0 0 3 Locked QAM256 122 819000000 Hz -1.3 dBmV 37.5 dB 0 0 4 Locked QAM256 123 825000000 Hz -0.7 dBmV 37.2 dB 0 0 5 Locked QAM256 129 861000000 Hz -1.7 dBmV 34.0 dB 0 0 6 Locked QAM256 130 867000000 Hz -1.7 dBmV 34.3 dB 0 0 7 Locked QAM256 131 873000000 Hz -1.5 dBmV 34.2 dB 0 0 8 Locked QAM256 132 879000000 Hz -1.0 dBmV 34.3 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 45.7 dBmV 2 Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 45.7 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 45.7 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 45.7 dBmV I ended up getting pingplotter last night. Got it going since 11pm. I've got about 20k traces going. Worked perfectly until 9:50 am. Then its a massive red packet loss. What do you want me to post from PingPlotter? P.S. Additionally, I tried with two modems: a Netgear N450 and a Motorola sbg6580 (currently in use). I swapped every cable, including coaxials from the wall. No wifi.

Tech finished up today. He was fixated on the upload speeds saying that all levels were green. Completely ignored the packet loss. We got into a bit of an argument since I knew the levels were good. No problem there. I showed him the data from PingPlotter.... had no idea what it was. Ended up removing my homelife amplifier and putting a new modem. Didn't do anything (as expected). Ended up telling me to call Cox again and request a supervisor to bring a computer so they could test the speeds themselves. PingPlotter did find some interesting data... Starting always at 10.114.32.1 (hop #2, since hop to the modem is always good (192.168.100.1)). Seems like the problem goes away at around 11pm and comes back before 10am. Tier 2 tech on the phone thought it was strange. He ended up finding packet loss (again). New in-house supervisor/senior-tech expected tomorrow. Anything I can do in the meantime? New levels as follows: Startup Procedure Procedure Status Comment Acquire Downstream Channel 825000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK ^1/D015842F/161001 Security Enable BPI+ Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR 1 Locked QAM256 123 825000000 Hz -5.1 dBmV 41.3 dB 2 Locked QAM256 121 813000000 Hz -4.8 dBmV 41.4 dB 3 Locked QAM256 122 819000000 Hz -4.9 dBmV 41.4 dB 4 Locked QAM256 124 831000000 Hz -5.0 dBmV 41.4 dB 5 Locked QAM256 129 861000000 Hz -4.5 dBmV 40.4 dB 6 Locked QAM256 130 867000000 Hz -5.0 dBmV 41.3 dB 7 Locked QAM256 131 873000000 Hz -5.5 dBmV 40.8 dB 8 Locked QAM256 132 879000000 Hz -5.6 dBmV 40.8 dB Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 48.5 dBmV 2 Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 46.5 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 48.5 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 48.5 dBmV

Once again, issues stopped at 10:17pm. PingPlotter showing slight jitter but nothing too extraordinary (no packet loss either). Pingtest.net showing 0% loss, 2ms jitter... grade A... from a Grade F through the day. Modem levels are same as above, downstream channels between 40.8 and 41.9 dB. Upstream between 46.3 and 48.3 dBmV.

Packet loss to the node - Phoenix, AZ

ZeroXG
New Contributor
9 years ago
Started working again for an hour or so. Then the packet loss and upload speed issues returned. After running tracert a couple of times, I identified the issue when doing the first hop to 10.114.32.1. Pinging to the modem is fine. What do you think could be causing this?
Tecknowhelp
Valued Contributor II
9 years ago
First what model modem/gateway do you have?

Second, when you are testing the speeds, are you wired?

Third, 10.114.32.1 is the HFC interface of the node. Thats the device out on the streets that turn fiber into coaxial. If you are seeing packet loss from modem to there and Cox is seeing packet loss from there to modem, then there is either a problem with the modem, problem with the node, or more likly, a problem with the signal from node to your modem.

So lets start with that, what are your signal levels.Should be available at 192.168.100.1, unless you have a gateway, if so, see question one.

Also, if you want data to show the tech, take screen shots of any bad signal levels and save your ping tests. If you want to go hardcore, download pingplotter to gather more data. However, this may go over the head of most technicians. Last, look at the logs. Focus on anything marked critical and specifically anything with a T3 or T4 error. If you post your logs here be sure to edit your MAC address for privacy reasons.
ZeroXG
New Contributor
9 years ago
Tecknowhelp said:
First what model modem/gateway do you have?

Second, when you are testing the speeds, are you wired?

Third, 10.114.32.1 is the HFC interface of the node. Thats the device out on the streets that turn fiber into coaxial. If you are seeing packet loss from modem to there and Cox is seeing packet loss from there to modem, then there is either a problem with the modem, problem with the node, or more likly, a problem with the signal from node to your modem.

So lets start with that, what are your signal levels.Should be available at 192.168.100.1, unless you have a gateway, if so, see question one.

Also, if you want data to show the tech, take screen shots of any bad signal levels and save your ping tests. If you want to go hardcore, download pingplotter to gather more data. However, this may go over the head of most technicians. Last, look at the logs. Focus on anything marked critical and specifically anything with a T3 or T4 error. If you post your logs here be sure to edit your MAC address for privacy reasons.

Signal levels

Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 124 831000000 Hz -0.3 dBmV 37.5 dB 0 0 2 Locked QAM256 121 813000000 Hz -1.7 dBmV 37.4 dB 0 0 3 Locked QAM256 122 819000000 Hz -1.3 dBmV 37.5 dB 0 0 4 Locked QAM256 123 825000000 Hz -0.7 dBmV 37.2 dB 0 0 5 Locked QAM256 129 861000000 Hz -1.7 dBmV 34.0 dB 0 0 6 Locked QAM256 130 867000000 Hz -1.7 dBmV 34.3 dB 0 0 7 Locked QAM256 131 873000000 Hz -1.5 dBmV 34.2 dB 0 0 8 Locked QAM256 132 879000000 Hz -1.0 dBmV 34.3 dB 0 0

Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 45.7 dBmV 2 Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 45.7 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 45.7 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 45.7 dBmV
I ended up getting pingplotter last night. Got it going since 11pm. I've got about 20k traces going. Worked perfectly until 9:50 am. Then its a massive red packet loss. What do you want me to post from PingPlotter?

P.S. Additionally, I tried with two modems: a Netgear N450 and a Motorola sbg6580 (currently in use). I swapped every cable, including coaxials from the wall. No wifi.
ZeroXG
New Contributor
9 years ago
Tech finished up today. He was fixated on the upload speeds saying that all levels were green. Completely ignored the packet loss. We got into a bit of an argument since I knew the levels were good. No problem there. I showed him the data from PingPlotter.... had no idea what it was. Ended up removing my homelife amplifier and putting a new modem. Didn't do anything (as expected). Ended up telling me to call Cox again and request a supervisor to bring a computer so they could test the speeds themselves.

PingPlotter did find some interesting data... Starting always at 10.114.32.1 (hop #2, since hop to the modem is always good (192.168.100.1)). Seems like the problem goes away at around 11pm and comes back before 10am. Tier 2 tech on the phone thought it was strange. He ended up finding packet loss (again). New in-house supervisor/senior-tech expected tomorrow. Anything I can do in the meantime?

New levels as follows:
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 825000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK ^1/D015842F/161001
Security Enable BPI+
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR
1 Locked QAM256 123 825000000 Hz -5.1 dBmV 41.3 dB
2 Locked QAM256 121 813000000 Hz -4.8 dBmV 41.4 dB
3 Locked QAM256 122 819000000 Hz -4.9 dBmV 41.4 dB
4 Locked QAM256 124 831000000 Hz -5.0 dBmV 41.4 dB
5 Locked QAM256 129 861000000 Hz -4.5 dBmV 40.4 dB
6 Locked QAM256 130 867000000 Hz -5.0 dBmV 41.3 dB
7 Locked QAM256 131 873000000 Hz -5.5 dBmV 40.8 dB
8 Locked QAM256 132 879000000 Hz -5.6 dBmV 40.8 dB
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 29800000 Hz 48.5 dBmV
2 Locked TDMA and ATDMA 1 2560 Ksym/sec 18400000 Hz 46.5 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23300000 Hz 48.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 48.5 dBmV
ZeroXG
New Contributor
9 years ago
Once again, issues stopped at 10:17pm. PingPlotter showing slight jitter but nothing too extraordinary (no packet loss either). Pingtest.net showing 0% loss, 2ms jitter... grade A... from a Grade F through the day. Modem levels are same as above, downstream channels between 40.8 and 41.9 dB. Upstream between 46.3 and 48.3 dBmV.
Tecknowhelp
Valued Contributor II
9 years ago
ZeroXG said:
Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 124 831000000 Hz -0.3 dBmV 37.5 dB 0 0 2 Locked QAM256 121 813000000 Hz -1.7 dBmV 37.4 dB 0 0 3 Locked QAM256 122 819000000 Hz -1.3 dBmV 37.5 dB 0 0 4 Locked QAM256 123 825000000 Hz -0.7 dBmV 37.2 dB 0 0 5 Locked QAM256 129 861000000 Hz -1.7 dBmV 34.0 dB 0 0 6 Locked QAM256 130 867000000 Hz -1.7 dBmV 34.3 dB 0 0 7 Locked QAM256 131 873000000 Hz -1.5 dBmV 34.2 dB 0 0 8 Locked QAM256 132 879000000 Hz -1.0 dBmV 34.3 dB 0 0

Yea, your SNR is very bad. Should be above 36dB. Also notice your SNR is actually higher for the higher power levels. Have you checked coaxials and splitters in your house? I assume you have more then one cable outlet in your house. If so, then a technician will be the only one that can help. Save those signal readings and show the low SNR to the technician. If it doesn't mean anything to them, demand a Field Supervisor.
ZeroXG
New Contributor
9 years ago
Thanks Teck! I'll mention this to the super/senior tech today. I'll keep you posted!
Becky
Moderator
9 years ago
Hi ZeroXG,

Please let us know the result of today's service call and if these issues continue after the tech's visit.
ZeroXG
New Contributor
9 years ago
Had a great tech come in and look at everything. He was familiar with the software I was using so he figured it would have to be a maintenance request. Still... he looked at everything and made some changes to make the line as clean as possible, all the way to the tower outside. While he couldn't fix it, the experience with him was top notch. I'll keep you posted.

PS: today the problem began at 2pm. Leads me to believe the temperatures may be causing the issues.
Becky
Moderator
9 years ago
Hi ZeroXG,

It looks like the tech referred this issue to our plant maintenance team. Let's give our maintenance folks a few days to investigate what's happening, and I'll follow up with you when the ticket is completed so we can verify any improvement. That way, we'll be able to ensure you are getting the speed of the tier you pay for with no packet loss!