Intermittent disconnects and packet loss
Hello, Issue: Issue 1: Every few minutes or so I get 1-3% packet loss. Sometimes it can go up to 20%, but this usually only happens 1-2 times a day. Issue 2: My internet will drop connection. There is no trigger for this. It happens any time. The odd thing is that when the internet drops, I can still hear my friends talking on discord. I cannot speak back to them, but I will be able to listen to their conversation while I wait for discord to drop me for disconnect issues. It's almost as if my packets being received are coming in fine, while the packets trying to leave are getting lost. When the internet goes out, all the Wi-Fi and ethernet connections disconnect as well. I know this because, my wife's ethernet connected computer disconnects, and the PlayStation on Wi-Fi disconnects. Also, my phone disconnects. None of the lights on the modem change. The internet usually comes back on 1-2 minutes later, but this happens frequently. Usually around every 30 minutes.If I run a tracert to google.com it says that the Destination host is unreachable. My setup: I have a Motorola Gigabyte modem with Docsys 3.0. That is connected to a UBNT Edgerouter X Router (Firmware is up to date), the router is connected to a TL-SG1210P switch, and the switch is connected to an access point for Wi-Fi and 2 computers. The Coaxial is directly connected from the tap to the modem. No splitting. The Coaxial cable has been completely replaced by a Cox technician, and tested for assurance. What has been done: I have had two different technicians come to my house and confirm that the node that feeds internet to the neighborhood is malfunctioning. The first technician setup a test that would check the node directly and report back any problems. She found tons of issues, and put in a work order to fix the node. The node was reported "serviced" in November. The packet loss issues started coming back, and with each day they worsen. The technician has since ghosted me, and will not respond to my recurring issues. The packet loss used to be consistent and around 15-50% loss. Since the node has been service, the issue has lessoned, but still persists. Before this, I had a DIFFERENT technician who didn't understand what packet loss was, but at least believed there was an issue because my upload speed was almost 0. He hooked up his monitor to my modem directly; the problem persisted. I kept trying to convince him that the problem lies with the node, but he didn't understand. I had him switch my modem out for a cox modem to prove to him that it wasn't my modem. The problem still persisted. We hooked my modem back up, and I took him outside to check the line feeding into the tap for my house. The problem persisted. We scoured through my neighborhood, and found the node that distributes internet to everyone, and hooked DIRECTLY into the node. The problem persisted. He called his superior, and the superior said he will have to send a specialist out to service the node, because there is something wrong with it. When the problems started to arise again in December, I tried to contact the technician who left me a work number, but they didn't respond. I tried calling Cox again, and they wanted to send out ANOTHER technician. I cancelled, because I've already been through this loop many times, and if the problem isn't occurring when they show up, then they will say that everything is fine.I am also afraid of getting another incompetent technician. I am willing to jump through some more hoops for technicians if they need more clarification on the issues. Let me know what you would like me to do. Thank you.Solved4.1KViews2likes9Comments