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ArisenPick's avatar
ArisenPick
New Contributor
4 years ago

5th Technician/Cant fix packet loss

Hello all!

I live in San Diego California, 91950 Specifically. For about 3 months now I have not been able to play any games on my PC due to packet loss.

Ive had 4 technicians come to my house and say that there is packet loss coming from the tap and that eveyrthing in my home is working as intended. Its been a constant battle with Customer Service trying to explain my issue. With most of them saying that my 50mbps speed is the problem and that I need to updgrade. When I know that clearly isnt the case. my ping is great and I have no latency issues other than packet loss. 

Here are multiple pings a made at different times of day. 

C:\Users\josht>ping youtube.com -n 25

Pinging youtube.com [172.217.6.46] with 32 bytes of data:
Reply from 172.217.6.46: bytes=32 time=152ms TTL=117
Reply from 172.217.6.46: bytes=32 time=75ms TTL=117
Reply from 172.217.6.46: bytes=32 time=93ms TTL=117
Reply from 172.217.6.46: bytes=32 time=120ms TTL=117
Reply from 172.217.6.46: bytes=32 time=21ms TTL=117
Reply from 172.217.6.46: bytes=32 time=63ms TTL=117
Reply from 172.217.6.46: bytes=32 time=81ms TTL=117
Reply from 172.217.6.46: bytes=32 time=41ms TTL=117
Reply from 172.217.6.46: bytes=32 time=111ms TTL=117
Reply from 172.217.6.46: bytes=32 time=36ms TTL=117
Reply from 172.217.6.46: bytes=32 time=197ms TTL=117
Reply from 172.217.6.46: bytes=32 time=72ms TTL=117
Reply from 172.217.6.46: bytes=32 time=56ms TTL=117
Request timed out.
Reply from 172.217.6.46: bytes=32 time=101ms TTL=117
Reply from 172.217.6.46: bytes=32 time=101ms TTL=117
Reply from 172.217.6.46: bytes=32 time=26ms TTL=117
Reply from 172.217.6.46: bytes=32 time=40ms TTL=117
Reply from 172.217.6.46: bytes=32 time=75ms TTL=117
Reply from 172.217.6.46: bytes=32 time=49ms TTL=117
Reply from 172.217.6.46: bytes=32 time=28ms TTL=117
Reply from 172.217.6.46: bytes=32 time=225ms TTL=117
Reply from 172.217.6.46: bytes=32 time=34ms TTL=117
Reply from 172.217.6.46: bytes=32 time=35ms TTL=117
Reply from 172.217.6.46: bytes=32 time=28ms TTL=117

Ping statistics for 172.217.6.46:
Packets: Sent = 25, Received = 24, Lost = 1 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 225ms, Average = 77ms

C:\Users\josht>ping ea.com -n 25

Pinging ea.com [104.86.72.27] with 32 bytes of data:
Reply from 104.86.72.27: bytes=32 time=23ms TTL=59
Reply from 104.86.72.27: bytes=32 time=31ms TTL=59
Reply from 104.86.72.27: bytes=32 time=85ms TTL=59
Reply from 104.86.72.27: bytes=32 time=46ms TTL=59
Reply from 104.86.72.27: bytes=32 time=86ms TTL=59
Reply from 104.86.72.27: bytes=32 time=80ms TTL=59
Reply from 104.86.72.27: bytes=32 time=90ms TTL=59
Reply from 104.86.72.27: bytes=32 time=42ms TTL=59
Reply from 104.86.72.27: bytes=32 time=43ms TTL=59
Reply from 104.86.72.27: bytes=32 time=55ms TTL=59
Reply from 104.86.72.27: bytes=32 time=37ms TTL=59
Reply from 104.86.72.27: bytes=32 time=15ms TTL=59
Reply from 104.86.72.27: bytes=32 time=188ms TTL=59
Reply from 104.86.72.27: bytes=32 time=53ms TTL=59
Reply from 104.86.72.27: bytes=32 time=40ms TTL=59
Reply from 104.86.72.27: bytes=32 time=16ms TTL=59
Request timed out.
Reply from 104.86.72.27: bytes=32 time=37ms TTL=59
Reply from 104.86.72.27: bytes=32 time=77ms TTL=59
Reply from 104.86.72.27: bytes=32 time=16ms TTL=59
Reply from 104.86.72.27: bytes=32 time=28ms TTL=59
Reply from 104.86.72.27: bytes=32 time=27ms TTL=59
Reply from 104.86.72.27: bytes=32 time=135ms TTL=59
Reply from 104.86.72.27: bytes=32 time=17ms TTL=59
Reply from 104.86.72.27: bytes=32 time=59ms TTL=59

Ping statistics for 104.86.72.27:
Packets: Sent = 25, Received = 24, Lost = 1 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 188ms, Average = 55ms

C:\Users\josht>ping youtube.com -n 25

Pinging youtube.com [216.58.194.174] with 32 bytes of data:
Reply from 216.58.194.174: bytes=32 time=50ms TTL=118
Reply from 216.58.194.174: bytes=32 time=262ms TTL=118
Reply from 216.58.194.174: bytes=32 time=91ms TTL=118
Reply from 216.58.194.174: bytes=32 time=18ms TTL=118
Reply from 216.58.194.174: bytes=32 time=32ms TTL=118
Reply from 216.58.194.174: bytes=32 time=28ms TTL=118
Request timed out.
Reply from 216.58.194.174: bytes=32 time=34ms TTL=118
Reply from 216.58.194.174: bytes=32 time=44ms TTL=118
Reply from 216.58.194.174: bytes=32 time=61ms TTL=118
Request timed out.
Reply from 216.58.194.174: bytes=32 time=120ms TTL=118
Reply from 216.58.194.174: bytes=32 time=80ms TTL=118
Reply from 216.58.194.174: bytes=32 time=153ms TTL=118
Reply from 216.58.194.174: bytes=32 time=112ms TTL=118
Reply from 216.58.194.174: bytes=32 time=120ms TTL=118
Reply from 216.58.194.174: bytes=32 time=79ms TTL=118
Reply from 216.58.194.174: bytes=32 time=71ms TTL=118
Reply from 216.58.194.174: bytes=32 time=36ms TTL=118
Reply from 216.58.194.174: bytes=32 time=55ms TTL=118
Reply from 216.58.194.174: bytes=32 time=85ms TTL=118
Reply from 216.58.194.174: bytes=32 time=24ms TTL=118
Reply from 216.58.194.174: bytes=32 time=80ms TTL=118
Reply from 216.58.194.174: bytes=32 time=197ms TTL=118
Reply from 216.58.194.174: bytes=32 time=65ms TTL=118

Ping statistics for 216.58.194.174:
Packets: Sent = 25, Received = 23, Lost = 2 (8% loss),
Approximate round trip times in milli-seconds:
Minimum = 18ms, Maximum = 262ms, Average = 82ms

C:\Users\josht>ping google.com =n 25
Bad parameter =n.

C:\Users\josht>ping google.com -n 25

Pinging google.com [216.58.195.78] with 32 bytes of data:
Request timed out.
Reply from 216.58.195.78: bytes=32 time=43ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=28ms TTL=118
Reply from 216.58.195.78: bytes=32 time=46ms TTL=118
Reply from 216.58.195.78: bytes=32 time=271ms TTL=118
Reply from 216.58.195.78: bytes=32 time=36ms TTL=118
Reply from 216.58.195.78: bytes=32 time=40ms TTL=118
Reply from 216.58.195.78: bytes=32 time=237ms TTL=118
Reply from 216.58.195.78: bytes=32 time=39ms TTL=118
Reply from 216.58.195.78: bytes=32 time=215ms TTL=118
Reply from 216.58.195.78: bytes=32 time=106ms TTL=118
Reply from 216.58.195.78: bytes=32 time=235ms TTL=118
Reply from 216.58.195.78: bytes=32 time=42ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=72ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=71ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=128ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=159ms TTL=118
Request timed out.
Reply from 216.58.195.78: bytes=32 time=41ms TTL=118
Reply from 216.58.195.78: bytes=32 time=54ms TTL=118

Ping statistics for 216.58.195.78:
Packets: Sent = 25, Received = 18, Lost = 7 (28% loss),
Approximate round trip times in milli-seconds:
Minimum = 28ms, Maximum = 271ms, Average = 103ms

C:\Users\josht>ping amazon.com -n 25

Pinging amazon.com [205.251.242.103] with 32 bytes of data:
Reply from 205.251.242.103: bytes=32 time=93ms TTL=239
Reply from 205.251.242.103: bytes=32 time=117ms TTL=239
Reply from 205.251.242.103: bytes=32 time=132ms TTL=239
Reply from 205.251.242.103: bytes=32 time=78ms TTL=239
Reply from 205.251.242.103: bytes=32 time=80ms TTL=239
Reply from 205.251.242.103: bytes=32 time=148ms TTL=239
Request timed out.
Reply from 205.251.242.103: bytes=32 time=250ms TTL=239
Reply from 205.251.242.103: bytes=32 time=84ms TTL=239
Reply from 205.251.242.103: bytes=32 time=199ms TTL=239
Reply from 205.251.242.103: bytes=32 time=118ms TTL=239
Reply from 205.251.242.103: bytes=32 time=127ms TTL=239
Reply from 205.251.242.103: bytes=32 time=171ms TTL=239
Reply from 205.251.242.103: bytes=32 time=91ms TTL=239
Reply from 205.251.242.103: bytes=32 time=180ms TTL=239
Reply from 205.251.242.103: bytes=32 time=122ms TTL=239
Reply from 205.251.242.103: bytes=32 time=100ms TTL=239
Reply from 205.251.242.103: bytes=32 time=316ms TTL=239
Reply from 205.251.242.103: bytes=32 time=143ms TTL=239
Reply from 205.251.242.103: bytes=32 time=98ms TTL=239
Reply from 205.251.242.103: bytes=32 time=323ms TTL=239
Reply from 205.251.242.103: bytes=32 time=259ms TTL=239
Reply from 205.251.242.103: bytes=32 time=123ms TTL=239
Reply from 205.251.242.103: bytes=32 time=100ms TTL=239
Reply from 205.251.242.103: bytes=32 time=115ms TTL=239

Ping statistics for 205.251.242.103:
Packets: Sent = 25, Received = 24, Lost = 1 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 78ms, Maximum = 323ms, Average = 148ms

C:\Users\josht>ping cox.com -n 25

Pinging cox.com [45.60.49.167] with 32 bytes of data:
Reply from 45.60.49.167: bytes=32 time=61ms TTL=57
Reply from 45.60.49.167: bytes=32 time=29ms TTL=57
Reply from 45.60.49.167: bytes=32 time=38ms TTL=57
Reply from 45.60.49.167: bytes=32 time=17ms TTL=57
Reply from 45.60.49.167: bytes=32 time=54ms TTL=57
Reply from 45.60.49.167: bytes=32 time=143ms TTL=57
Reply from 45.60.49.167: bytes=32 time=21ms TTL=57
Reply from 45.60.49.167: bytes=32 time=102ms TTL=57
Reply from 45.60.49.167: bytes=32 time=44ms TTL=57
Reply from 45.60.49.167: bytes=32 time=17ms TTL=57
Reply from 45.60.49.167: bytes=32 time=129ms TTL=57
Reply from 45.60.49.167: bytes=32 time=15ms TTL=57
Reply from 45.60.49.167: bytes=32 time=31ms TTL=57
Reply from 45.60.49.167: bytes=32 time=46ms TTL=57
Reply from 45.60.49.167: bytes=32 time=13ms TTL=57
Reply from 45.60.49.167: bytes=32 time=191ms TTL=57
Reply from 45.60.49.167: bytes=32 time=61ms TTL=57
Reply from 45.60.49.167: bytes=32 time=22ms TTL=57
Request timed out.
Reply from 45.60.49.167: bytes=32 time=154ms TTL=57
Reply from 45.60.49.167: bytes=32 time=49ms TTL=57
Reply from 45.60.49.167: bytes=32 time=209ms TTL=57
Reply from 45.60.49.167: bytes=32 time=117ms TTL=57
Reply from 45.60.49.167: bytes=32 time=47ms TTL=57
Reply from 45.60.49.167: bytes=32 time=70ms TTL=57

Ping statistics for 45.60.49.167:
Packets: Sent = 25, Received = 24, Lost = 1 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 209ms, Average = 70ms

My issue is not with a specific game. As you can see regular websites have PL

Here is a list of things ive done or Ive been told a technician has done

*reset modem

*disconnect modem from power for 5 minutes and reconnect

*swapped out to a new modem

*Swapped out to a new ethernet cable

*PC is connected directly via Ethernet to modem

*technicians "checked" wiring from TAP to modem and state eveything is fine and they would send another tech that works on the street box or poles?

*Street tech said that its due to covid and all the kids are jumping online for their classes however I still get packet loss in the middle of the night, early morning etc 24/7

*replaced modem AGAIN to have CS tell me they dont see any packet loss on their end however Im still getting packet loss or "jitter" with cox.com/speedtest and command prompt ping test.

Im having a 5th tech come tomorrow morning and I swear Im at a loss I dont know what to do. CS tells me I must upgrade however I doubt that will fix my packet loss. I will just have a greater DL/UL speeds but still have % packet loss. 

bad service
cox coxsupport
coxsupport
packet loss
san diego

2 Replies

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  • DustinP's avatar
    DustinP
    Moderator
    4 years ago
    Hello,

    With many working and learning from home, this has brought utilization issues and congestion in some areas during peak hours. There isn't currently an open utilization or congestion ticket open in your area at this time. With there not being a known utilization issue in your area, we may need this technician appointment to run some more tests about the packet loss you're seeing. The technician can run further tests and if there's an issue reporting outside, then he or she will be able to escalate a ticket to have maintenance look into that. The technician will work with you to help diagnose the issue while following CDC guidelines and social distancing.

    Dustin
    Cox Support Forum Moderator