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I've been having issues with Cox ever since moving across town. My packet loss and the variation of my ping is unreal. I've had a tech come out to look and we've ruled out the connections within the home are the issue. I purchased a brand new modem so that Cox would get off my case about it being my modem, and I am still experiencing the same problems. I have several tracerouts and log files of continuous pings to show the packet loss and latency variations. I see some as soon as the second and third hop. This issue is beginning to consume most of my day, and it's really frustrating. My speculation is that it's a oversaturated node issue, just hoping to get some answers and a resolution. If that doesn't work, I'm off to file an informal complaint, then formal, and so on until it's resolved.
What model modem do you have now? Can you post the signal levels and traceroutes?
Motorola 24x8 Cable Modem, Model MB7621, DOCSIS 3.0. Before I had a Netgear CM600. I had decent service at my last address with Cox, but since moving, I have had nothing but trouble. I used the same modem and router setup at my last place without issue. At this point the issue is 100% with Cox and the lack of support on this end of town.
Not sure how to upload a picture of the traceroute, but here's an example of a couple:
Tracing route to dns.google [8.8.8.8]over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms router.asus.com [192.168.50.1] 2 127 ms 36 ms 169 ms 10.75.128.1 3 89 ms 198 ms 402 ms 100.127.5.54 4 323 ms 297 ms 10 ms 100.120.102.34 5 63 ms 190 ms 293 ms langbprj02-ae1.0.rd.la.cox.net [68.1.1.14] 6 283 ms 847 ms 236 ms 72.14.196.240 7 54 ms 75 ms 66 ms 108.170.247.129 8 29 ms 121 ms 157 ms 209.85.143.159 9 105 ms 65 ms 58 ms dns.google [8.8.8.8]
Trace complete.
1 <1 ms <1 ms <1 ms router.asus.com [192.168.50.1] 2 254 ms 13 ms 112 ms 10.75.128.1 3 358 ms 26 ms 27 ms 100.127.5.54 4 372 ms 385 ms 79 ms 100.120.102.34 5 65 ms 60 ms 148 ms langbprj02-ae1.0.rd.la.cox.net [68.1.1.14] 6 252 ms 188 ms 43 ms 72.14.196.240 7 85 ms 395 ms 40 ms 108.170.247.129 8 433 ms 871 ms 108 ms 209.85.143.159 9 30 ms 64 ms 34 ms dns.google [8.8.8.8]
Not the best format, but this is from my Modem:
I see my power is a little on the high side because Cox had to replace a frayed cable outside my home, but even when the power was closer to 0 I had the same issues...
Downstream Bonded Channels Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected1 Locked QAM256 29 951.0 7.6 40.2 2 02 Locked QAM256 9 831.0 5.8 39.9 179 03 Locked QAM256 10 837.0 5.7 39.9 176 04 Locked QAM256 11 843.0 5.9 39.8 156 05 Locked QAM256 12 849.0 6.1 40.0 86 06 Locked QAM256 13 855.0 6.2 40.0 80 07 Locked QAM256 14 861.0 6.5 40.1 47 08 Locked QAM256 15 867.0 6.4 40.0 56 09 Locked QAM256 21 903.0 6.7 39.9 22 010 Locked QAM256 16 873.0 6.5 40.0 42 011 Locked QAM256 17 879.0 6.4 39.9 37 012 Locked QAM256 18 885.0 6.6 40.0 41 013 Locked QAM256 19 891.0 6.6 39.9 29 014 Locked QAM256 20 897.0 6.6 39.9 26 015 Locked QAM256 22 909.0 6.9 39.9 22 016 Locked QAM256 23 915.0 7.1 40.0 10 017 Locked QAM256 24 921.0 7.2 40.6 5 018 Locked QAM256 25 927.0 7.2 40.6 9 019 Locked QAM256 26 933.0 7.3 40.6 5 020 Locked QAM256 27 939.0 7.5 40.8 1 021 Locked QAM256 28 945.0 7.3 40.9 2 022 Locked QAM256 30 957.0 7.4 40.8 0 023 Locked QAM256 31 963.0 7.5 41.1 0 024 Locked QAM256 32 969.0 7.4 41.1 0 0Total 1033 0
Upstream Bonded Channels Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)1 Locked ATDMA 2 5120 30.5 45.12 Locked ATDMA 1 5120 36.9 46.73 Locked ATDMA 3 5120 24.1 45.14 Locked ATDMA 4 5120 17.7 43.65 Locked ATDMA 6 2560 12.9 43.76 Not Locked Unknown 0 0 0 0.07 Not Locked Unknown 0 0 0 0.08 Not Locked Unknown 0 0 0 0.0
You have 5 upstream channels. They only open up the 5th channel when there is congestion. I would go with the informal FCC complaint.
Finally got in touch with someone at Cox about the issue. They said they are aware of the issue and are performing a "major upgrade" in Feb 2021. I'll wait until March before filing.
Dboe said:They said they are aware of the issue and are performing an "major upgrade" in Feb 2021
Good to know. May I ask what area your from? It might help other people reporting the same issue.
Las Vegas, but first hop looks like it goes to LA.
Not sure where you are located, but down in Southern California I was told Q4 2021.