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Hello, I have been a Cox Customer for 17 years and a few years ago I started having very bad packet loss issues. I have spent hundreds of hours trying to fix this issue but it still happens even years later. I am only receiving packet loss (upload), 0% download packet loss. I am receiving low ping (for the most part) (30-40ms) and high packet loss (10-120%) in games such as Fortnite, Overwatch, Rocket league and more. It is happening on my PC & PS4. Here is a list of stuff I tried to fix the issue -
- Replaced router twice
- Replaced modem
- Plugged directly in through Ethernet, getting perfect speeds (100/10)
- 2 Cox Techs came out and replaced my line but nothing changed. Tested, and said I had 0% packet loss but I am still receiving it?
- Called cox multiple times and no help was provided.
- Done a lot of online research, and tried changing in-game settings to help it but nothing changed. Only thing that slightly helps is if I set my FPS to 30, but I can't play with that considering I use a 144hz monitor.
This is 100% a Cox issue as I used a TMobile hotspot and received 0% packet loss so it can't be anything on my end.
Please help, I don't know what else to do! Thank you!
Hi, I am using the NETGEAR R6700 Nighthawk AC1750 Dual Band Smart WiFi Router. My Modem is the ARRIS SURFboard SB6183 Modem 16x4 Docsis 3.0 Cable Modem.
Here is a traceroute to one of Fortnite's Game server. I believe they use Amazon AWS to host - https://imgur.com/SzBw0Hs
And, I usually use Cox Internet when I play which is where I am receiving my packet loss. I only used my phone hotspot to test if it was a Cox or a computer problem. I receive 0% packet loss when using a mobile hotspot.
Here were the results of the Puma 6 CPU test I don't really understand what you meant by that so if you could take a look at it that would be great. https://imgur.com/7G9ALw2
That's odd, SB6183 doesn't use the Puma yet the test for it failed. My guess is something else is causing similar symptoms.
As for the tracert, look some what normal. Getting off Cox network in about 38ms. Can you show the tracert when on cellular to compare? Also, I found this when looking at Amazon's outage reports;
I have sent an E-Mail!
Is it possible my router has a Puma 6 CPU? Also, in my traceroute it seems that I go from where I am (Arizona) then I go from Line 5 (Georgia) to Line 6 (Omaha, Nebraska) then I finally connect to an Amazon Server (Fortnite) in Oregon? Or is that normal, because I don't understand why it doesn't directly connect to Oregon.
As for the Amazon outage report, I don't believe that affected me as I am still receiving packet loss. Not sure what day that happened.
Here is the traceroute when I use my T-Mobile hotspot to play - https://imgur.com/V4Vj0JR
So basically, when I use Cox Internet I get 40-120ms depending on the day and always get very bad packet loss. When I use T-Mobile hotspot I get 0% packet loss but very high ping and connection timeouts quite often. I understand that hotspot will have lag because they aren't supposed to be used for gaming but I should be getting 0% packet loss with Cox.