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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
  • Continuing this thread and taking my previous reply into the main thread to avoid it being missed by observers:

    I received zero communication from your field technicians despite being assured last weekend by a tier 2 rep that I would get a call no later than Wednesday, December 5.  No work has been performed on my node as far as I can tell.  Work is typically notable on my trace route utility by way of obvious, prolonged down time with 100% packet loss.  This did not occur this week, so as far as my data is concerned, nothing has been done and nothing has been communicated to me despite being assured I'd receive a call about this.  

    Here is evidence of an outage from about 8PM to 10:30PM last night:



    I will say this again, to continually highlight this point - this problem has been ongoing for over a year.  I have attempted to work closely with Cox for almost five months now, and have data going back as far that highlights consistent packet loss.  Why is a consistent problem with my connectivity still unresolved after almost five months of direct communication regarding the problem?  

    As a customer, this is completely unacceptable and as an ISP this should be humiliating for your technicians trying to sort the problem out.

    ** Update - it's now December 11, ten days after the conversation where I was informed that I'd receive communication from a field team to address my year long problem of packet loss.  Still no phone call.  Still no work performed in my area.  Cox is, yet again, failing to address a very observable problem. 

No Data