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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. 

No Data
  • Bringing this back up - on November 11, overnight, Cox field techs performed work to our neighborhood node.  I did not experience packet loss or spikes in latency for 16 days, until today - November 27.  

    Unfortunately/not coincidentally today - I noticed a Cox tech out at our neighborhood node around 9:30AM.  After that particular visit, I'm now seeing the same packet loss issues I was seeing before, possibly worse.  Here is supporting data:

    Before contacting Cox tech support:

    After contacting Cox tech support and refreshing my modem:


    Here is a screenshot of connection data from my brand new DOCSIS 3.1 modem:


    One channel (channel 2) has logged over 18,000 uncorrected packets over the past nine days of uptime.  Every single channel has logged hundreds of corrected and uncorrected packets.  This is ridiculous.  

    Why is this still an issue?  Two FCC complaints, a BBB complaint, local Phoenix city complaint, dozens of phone calls to Cox tech support with very specific data sets, dozens of emails to Cox support with additional data sets, at least half a dozen neighborhood node visits by Cox field techs since November 11, 2018 - why can't one of the nation's largest ISP's figure out the problem plaguing my area of Phoenix?  This should be embarrassing to Cox tech support and field technicians.  It is apathetic at best, malicious at worst from my perspective as a customer of ~10 years.  

    This is not a complicated issue.  If the infrastructure is the problem (which my neighborhood node is), take a portion of the $100/mo payments from your literal millions of customers in the Phoenix area and repair or replace the problematic infrastructure.  I would imagine one market's gross of (conservatively) a hundred million dollars a month would allow the funds to replace faulty infrastructure.  

    Come on Cox.