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Internet Issues - Consistent Lost Packets North Phoenix, Arizona

Continuing my previous post that was closed:

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.



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. 

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  • 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.