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Continuing my previous post that was closed: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona
The same issue is still occurring. I now have months of data collected to support packet loss beyond my home, as well as an in-home Cox technician that confirmed the infrastructure beyond my home was the issue and that he was seeing packet loss at my tap while excluding my entire internal network. The call date was September 8, 2018 and packet loss beyond my home should be notated on my account in accordance with that call.
Here are screenshots from a packet testing utility I've been using while hard wired to my modem and through a router - the same packet loss issues persisted with or without the router in between. Packet loss also persisted through different hardware and operating systems. This packet loss issue persisted through three separate/new routers, two separate, brand new DOCSIS 3.0 modems, a Cox supplied Panoramic modem/router combo as well as the current Motorola MB8600 DOCSIS 3.1 modem. The modem provisioning can be found in my account history.[img]https://i.imgur.com/gPOGI2V.png[/img][img]https://i.imgur.com/BIlwdLw.png[/img]
In the photo below, you can see lost packets using UDP (in the Ping Plotter application window, not a normal ICMP request that would normally be dropped due to low priority) and a normal ping in the command prompt window both displaying dropped packets at the same time using two separate types of communication:
Here is a screenshot from my modem indicating the uptime (less than three weeks, modem is brand new) and the several hundred thousand of corrections needed on bands 2-21:
I called Motorola to confirm my understanding of the "correction" column, and was immediately informed that the number of corrections based on the modem's status page is indicative of an issue with Cox's infrastructure beyond my home.
My RG6 line runs direct from the tap at the outside of my home to my modem - no splitters or other devices in use, and was replaced about two months ago by a Cox technician. The RG11 line that runs from the closest Cox ingress point to the outside of my home was replaced as well, about two months ago.
There is a problem with the Cox infrastructure in my area of Phoenix. I've been dealing with this problem for months, and have provided Cox with dozens of data sets like the ones linked in this post - yet no tangible corrective measures beyond replacing the lines running to my home have been taken.
I currently have a complaint in with the FCC and FTC, and will continue documenting and communicating this information out until the issue of packet loss is identified and corrected.
Here is an image of my internet from last night. 20+% packet loss. This is ridiculous and deserves to be addressed.
As you can see based on my previous post, the number of corrections made by my modem went up by 10,000 or more on several channels following the service outage last night:
I was unable to maintain a 1080p video stream from YouTube, let alone play games online. All devices suffering packet loss were hard wired to the router. Modem is brand new, DOCSIS 3.1 - Motorola MB8600 - approved for Cox's network according to your list of certified modems: https://www.cox.com/residential/support/cox-certified-cable-modems.html
My router is brand new and is demonstrating no issues according to my packet loss tracking utility. This is a problem with Cox's infrastructure beyond my home.
We can certainly get this reported. At this time I am not detecting packet loss. do you notice this issue happening at a specific time of day?
Cox Forums Moderator
Karen,Would you be able to post the update from your escalation team here? There are 40-50 users minimum on this forum who have been experiencing these issues. Its been pretty systemic and most of us are limited to only cox service.
If the Cox representatives do not update the post, I certainly will.
In dealing with the Executive Support Team (team that handles FCC complaints), I was told that the issues may be due to high population growth in the Phoenix/Maricopa area and an over saturation of nodes - which shouldn't be our problem as consumers.
Whether or not this is the case - I do not know. But if it population growth and over saturation turns out to be the culprit, it is completely out of our control to expand Cox's infrastructure.
Just wanted to say I will be watching this thread, but I am probably not going to respond much. North Phoenix is known to have issues (as you see here on the forum) and over population make sense. Maybe if there are enough complaints, Cox will expand. Good luck!
I'm unsurprisingly getting the runaround from the firstname.lastname@example.org tech support team. All data is being overlooked until a fourteenth in home visit takes place. Apparently 13 in home visits - the most recent one confirming packet loss while excluding my home entirely - is not enough to escalate this.
Hi Becky, I hate to be the bearer of bad news, but my data collection speaks otherwise. When was this "proof of performance" testing performed? Does design specifications include massive amounts of packet loss during peak utilization?
Here's an image of packet loss throughout the day today. This is getting noticeably worse, I haven't seen this type of packet loss outside normal peak hours before:
Here's another screenshot of my modem's correction page, continuing to show additional packet correction when compared to my data set from yesterday:
As was the case before, I'm the only one supplying any type of data. Cox has refused to supply me with any type of data that supposedly contradicts what I'm presenting - presumably because the testing was not performed by Cox during peak hours or while packet loss was occurring. Obviously if this testing was done in the middle of the day/night, everything will seem fine.
In addition, there are numerous people in the area reporting the same issue. Here is a post you can reference if you'd like evidence of others experiencing the same thing:
Nextdoor.com operates in geographic areas - meaning people seeing and posting are in the same general area of the city. There are dozens of people complaining about the same issue, and it is not being addressed by Cox.
Hilariously, minutes after I posted the reply (which I have since deleted) saying the last 36 hours have been the first decent 36 hours all week, my packet loss spiked.
Here is another screenshot from literally minutes ago:
Here is a better look at the packet loss over a shorter duration:
I was able to call Cox tech support while this outage was occurring, and they were able to confirm lost packets while pinging my modem. The rep sent me an email and noted that she was seeing up to 32% packet loss from her end. This is going to be notated on my account in accordance with that particular call, but I also have the confirmation email from that particular rep as evidence of the issue.
To recap - the ping from her location to my modem (excluding my internal network entirely) mimics the data I'm gathering from my internal network - that once packets leave my network and enter Cox's infrastructure, packet loss begins occurring.
Coupling this with the in home tech notes on September 8, 2018 saying he was able to confirm packet loss at the tap into my home while excluding my network entirely, and adding in the maintenance performed in my area on the 7th of November (outside of my home) that corrected the issue from the morning of the 8th until this morning (10th) should provide enough documentation from Cox's side that this problem is not in my home and should not require a fourteenth (14th) in home visit before the underlying issue in my area is addressed.