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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.
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:[img]https://i.imgur.com/FzeSi68.png[/img]
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.
I'm going to throw my hat in the ring here as well. I am in North Scottsdale (far north, nearly Cave Creek) and we've been having noticeable problems for a few weeks now. We have the 300 level of service. Today will be a third visit from a tech. I seriously doubt anything will be found in the house. Also, as the tech is coming at 1PM today I doubt they'll find anything going on. The main problem is serious degradation of upload speed. Usually I notice it while gaming. This morning I noticed it just because I started running speedtest as soon as I got out of bed. The problem lasted for an hour after than point. When this occurs it corrects itself after a while and stays fine for a time. I try and run speed tests as soon as I notice it. On many occasions the upload test will totally fail. those results do not save however. Some tests show much slower results than expected. but at least those results save and are reviewable. I just installed ping plotter today so next time I have an issue (probably this evening) I'll be able to run it as well as speedtest. The modem was replaced by a tech three days ago and there are no error logs on the new modem. The previous modem had recorded many, many, errors. When the tech was here three days ago everything in the house checked out ok, but he replaced the modem and signal amp. To say the least that has not fixed the problem. Now if all I was doing was web browsing, or even streaming video I'd probably never notice the problem. When these faults occur the download degrades. Sometimes this degradation is well over 50%, but you can still get away with web browsing or even streaming. It becomes noticeable when gaming as the upload hits zero or very near zero. So I suspect Cox's problem is a lot bigger than they think. Looking at the demographic in my neighborhood I don't think there's a lot of gamers here. So maybe not so many complaints coming in. I'll see what happens after the tech visit today, but I'm not very optimistic.
Yes, thank you. The tech was very helpful and made sure I knew what he found out. Hopefully this does the trick. Thanks again.
You do not need to test anything in my home. This problem has been previously confirmed by multiple employees of Cox as well as an in home technician as an issue beyond my home. You are free to test the neighborhood node that continues to be problematic anytime as it is not tied to my internal network.