high latency, packet loss, internet was disconnected and restored multiple times in last 24 h
Greetings, "Primary internet is experiencing high latency." "Primary internet is experiencing packet loss." "Your primary internet Cox Communications was disconnected and has been restored multiple times in last 24 h." These messages appear in my UniFi System Log. In the past 4 months, my home internet has required a modem reset 1-2 times per month. What is the recommended course of action for troubleshooting? What tools and tactics can I employ to identify the culprits for these issues? JL517
High latency and low upload speed
Hello, For the past several weeks and especially the past few days I have been having high pings and low upload speeds when running speed tests. I have had multiple technicians to my house, purchased a brand new modem, and have even had the line from my house to the street replaced and still have the same issue. My PC is connected to a switch via ethernet. That switch is connected to my router via ethernet. That router is connected to my modem via ethernet. Ping tests from my PC to my router are 1 ms. Ping tests from my PC to the modem are 1-2 ms. Ping tests to the first hop after my modem are 400-500 ms. The IP address of the first hop after my modem is 10.72.96.1 which is a private IP I assume Cox owns. This occurs even after the line that goes from my house to the tap was replaced. What more can I do to have Cox fix this? I have already emailed their support address. I am posting from Las Vegas.
High Latency on Zayo Servers
I am experiencing high ping when routing through the Zayo servers. I understand that this is outside of the Cox network. However, this does not mean that it is outside of Cox responsibility. I have provided evidence below. 1 10.71.112.1 (10.71.112.1) 8.596 ms 9.023 ms 8.370 ms 9.492 ms 8.875 ms 7.436 ms 9.481 ms 8.135 ms 7.704 ms 7.960 ms 8.686 ms 8.693 ms 8.378 ms 7.611 ms 8.309 ms 7.273 ms 14.533 ms 9.139 ms 8.185 ms 8.290 ms 8.900 ms 9.226 ms 7.718 ms 7.745 ms 8.195 ms 8.642 ms 8.310 ms 8.960 ms 8.619 ms 7.707 ms (0% loss) 2 100.120.104.40 (100.120.104.40) 11.215 ms 8.455 ms 9.510 ms 8.003 ms 9.429 ms 9.457 ms 10.119 ms 9.681 ms 9.208 ms 9.844 ms 9.283 ms 8.730 ms 9.964 ms 10.714 ms 10.871 ms 9.902 ms 11.523 ms 9.962 ms 9.247 ms 10.032 ms 21.252 ms 13.209 ms 10.421 ms 10.820 ms 8.455 ms 12.465 ms 7.834 ms 9.121 ms 8.541 ms 9.749 ms (0% loss) 3 100.120.104.16 (100.120.104.16) 29.192 ms 36.644 ms 31.322 ms 12.575 ms 16.628 ms 10.000 ms 13.662 ms 10.418 ms 16.877 ms 9.642 ms 12.178 ms 20.408 ms 14.927 ms 16.290 ms 14.301 ms 13.041 ms 14.857 ms 12.432 ms 11.400 ms 9.852 ms 18.458 ms 12.678 ms 17.096 ms 25.128 ms 11.352 ms 12.996 ms 10.874 ms 18.433 ms 14.839 ms 17.048 ms (0% loss) 4 langbprj01-ae1.rd.la.cox.net (68.1.1.13) 11.646 ms 11.654 ms 7.564 ms 17.753 ms 7.503 ms 10.999 ms 11.099 ms 13.761 ms 10.428 ms 22.447 ms 10.336 ms 11.551 ms 11.008 ms 11.533 ms 11.939 ms 15.063 ms 12.447 ms 9.957 ms 11.409 ms 11.582 ms 16.952 ms 11.032 ms 13.951 ms 28.284 ms 20.142 ms 52.449 ms 57.421 ms 19.257 ms 19.596 ms 26.086 ms (0% loss) 5 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * (100% loss) 6 ae19.cs1.lax112.us.zip.zayo.com (64.125.25.122) 72.651 ms 73.070 ms 72.851 ms 72.553 ms 74.269 ms 75.760 ms 76.689 ms 74.885 ms 73.473 ms 72.814 ms 74.608 ms 73.387 ms 73.002 ms 72.485 ms 72.797 ms 74.107 ms 82.961 ms 74.058 ms 70.407 ms 76.351 ms 72.602 ms 74.070 ms 74.188 ms 73.582 ms 74.005 ms 73.179 ms 72.563 ms 72.393 ms 76.504 ms 78.359 ms (0% loss) 7 * ae3.cs1.dfw2.us.eth.zayo.com (64.125.29.52) 74.323 ms 73.524 ms * 74.683 ms 76.467 ms * 75.230 ms 75.760 ms 72.947 ms 74.882 ms 74.443 ms 80.905 ms 74.983 ms 72.453 ms 73.238 ms 75.181 ms 74.197 ms * * 74.280 ms 73.269 ms 74.264 ms 73.280 ms 75.032 ms * 73.035 ms * 76.035 ms 74.816 ms (23% loss) 8 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * (100% loss) 9 ae22.er2.iad10.us.zip.zayo.com (64.125.29.121) 76.805 ms 75.153 ms 72.885 ms 75.423 ms 73.873 ms 72.780 ms 75.233 ms 74.022 ms 74.763 ms 75.055 ms 72.813 ms 76.972 ms 76.939 ms 75.736 ms 73.975 ms 75.486 ms 80.371 ms 75.235 ms 87.911 ms 76.309 ms 76.662 ms 75.909 ms 92.660 ms 74.686 ms 75.497 ms 75.031 ms 73.762 ms 75.843 ms 70.581 ms 74.126 ms (0% loss) 10 64.125.199.190.t00673-02.above.net (64.125.199.190) 75.352 ms 71.870 ms 75.033 ms 74.572 ms 76.318 ms 74.532 ms 74.824 ms 75.354 ms 76.597 ms 76.095 ms 76.615 ms 77.384 ms 74.455 ms 74.703 ms 75.550 ms 75.095 ms 75.864 ms 75.205 ms 74.946 ms 74.792 ms 74.162 ms 75.517 ms 75.113 ms 74.982 ms 76.802 ms 74.827 ms 73.333 ms 76.487 ms 78.395 ms 74.536 ms (0% loss) 11 159.153.92.98 (159.153.92.98) 73.877 ms 79.487 ms 76.511 ms 73.885 ms 75.802 ms 74.614 ms 77.553 ms 77.545 ms 81.472 ms 75.469 ms 76.341 ms 75.133 ms 75.660 ms 72.136 ms 74.453 ms 75.520 ms 74.023 ms 83.018 ms 76.290 ms 75.414 ms 76.183 ms 76.596 ms 76.314 ms 76.527 ms 75.594 ms 74.747 ms 75.978 ms 74.480 ms 76.539 ms 74.293 ms (0% loss)
Upstream channels not locked (high ping)
I was having problems with my download speed and ping. I contacted cox through chat and they told me my modem/router (c7800) was bad. They told me to contact the net gear manufacturer. I did and they told me everything seemed fine, but they told me to ask cox to open channels 6, 7, and 8 on the upstream bonded channels. I called cox, they transferred me 3 times and I was on the line for over an hour and non of the “advanced” technical support agents knew what I was talking about. They eventually just ended up hanging up the phone instead of helping.High Latency/Ping
I have been dealing with a very poor internet connection with very high latency/ping for over a year (especially bad in the last 6 weeks). A technician came out today. He said the signal going from the modem to cox was weak, then spent 40 minutes changing wires in the cable box outside. He then said things should be fine and left before we could even see if the "solution" worked. Of course, the problem is still there, if not worse. Online games are unplayable, voice comms online are impossible, and videos are struggling to buffer. I've run twp tracerts to google, one to overwatch (blizzard), and one to discord (voice chat). Tracing route to www.google.com [2607:f8b0:4007:80c::2004] over a maximum of 30 hops: 1 2 ms 5 ms 2 ms 2600:8800:5e02:7800:bea5:11ff:fef1:fb0e 2 52 ms 18 ms 59 ms 2600:8800:5e7f:ffff::1111 3 57 ms * * 2001:578:801:fffc:a00::32 4 22 ms 40 ms 68 ms 2001:578:900:4::1a 5 52 ms 59 ms 49 ms 2001:578:1:0:172:17:249:32 6 133 ms 50 ms 27 ms 2001:4860:1:1::1308 7 61 ms 28 ms 25 ms 2607:f8b0:8256::1 8 82 ms 28 ms 65 ms 2001:4860:0:1::102e 9 27 ms 42 ms 41 ms 2001:4860:0:1::2db 10 28 ms 29 ms 25 ms lax17s15-in-x04.1e100.net [2607:f8b0:4007:80c::2004] Trace complete. Tracing route to google.com [2607:f8b0:4007:80c::200e] over a maximum of 30 hops: 1 3 ms 3 ms 3 ms 2600:8800:5e02:7800:bea5:11ff:fef1:fb0e 2 157 ms 37 ms 70 ms 2600:8800:5e7f:ffff::1111 3 137 ms * * 2001:578:801:fffc:a00::30 4 21 ms 14 ms 37 ms 2001:578:900:4::18 5 91 ms 91 ms 63 ms 2001:578:1:0:172:17:249:32 6 54 ms 344 ms 204 ms 2001:578:20:a000::a 7 55 ms 240 ms 162 ms 2607:f8b0:821a::1 8 106 ms 47 ms 71 ms 2001:4860:0:110d::1 9 63 ms 38 ms 197 ms 2001:4860:0:110d::13 10 36 ms 58 ms 31 ms 2001:4860::c:4000:de41 11 33 ms 56 ms 99 ms 2001:4860::9:4000:de3f 12 45 ms * * 2001:4860:0:110f::1 13 64 ms 26 ms 32 ms 2001:4860:0:1::2d9 14 25 ms 42 ms 82 ms lax17s15-in-x0e.1e100.net [2607:f8b0:4007:80c::200e] Trace complete. Tracing route to 24.105.30.129 over a maximum of 30 hops 1 4 ms 2 ms 2 ms 192.168.0.1 2 40 ms 59 ms 77 ms 10.129.180.1 3 81 ms 44 ms 145 ms 100.127.76.50 4 93 ms 171 ms 94 ms 100.120.100.28 5 * 144 ms 102 ms 68.1.4.252 6 73 ms 29 ms 51 ms 68.105.30.130 7 34 ms 57 ms 30 ms ae1-br02-eqla1.as57976.net [137.221.68.35] 8 26 ms 38 ms 25 ms 137.221.68.93 9 42 ms 39 ms 31 ms 24.105.30.129 Trace complete. Tracing route to us-west427.discord.gg [162.245.205.15] over a maximum of 30 hops: 1 4 ms 2 ms 4 ms 192.168.0.1 2 103 ms 48 ms 91 ms 10.129.180.1 3 102 ms 66 ms 32 ms 100.127.76.50 4 53 ms 86 ms 293 ms 100.120.100.28 5 28 ms 149 ms 46 ms 68.1.4.252 6 * 135 ms 151 ms 68.105.30.138 7 * * 63 ms hosted-by.i3d.net [162.245.205.15] Trace complete. At this point, I feel defeated and am considering switching internet providers. Anyone have any advice? I have already changes coaxial cables, removed splitters, switched routers/modems...etc.Continued Extreme Packet Loss In Phoenix, Arizona
This is a continuation of multiple threads related to extreme amounts of packet loss in Phoenix, Arizona. This has been ongoing for well over six months of formal complaints, and after about two weeks of adequate service, I'm back to very high levels of packet loss. Packet loss as demonstrated by Ping Plotter: My brand new DOCSIS 3.1 modem's logs over the course of 14 days of uptime, showing literally hundreds of thousands of corrected and uncorrected packets over a single channel, and hundreds of thousands of corrected and uncorrected packets across all other channels: This is completely unacceptable. Why has this problem persisted through over half a year of formal complaints? I've gone through multiple modems, routers, and a complete replacement of my coax line from my modem to the nearest neighborhood node. There is a serious infrastructure problem in my area that has yet to be addressed. This is an unbelievable situation, Cox. Why is this not fixed?In Regards To Packet Loss In Phoenix Arizona - Cox Is Unwilling To Properly Address The Problem
I'm not going to continue the existing thread with this comment as it is now very long and full of data demonstrating packet loss and latency issues in north Phoenix, Arizona during peak times over the past several months. If you'd like to reference the data sets I've been collecting, there are two separate threads that can be found here: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22007/internet-issues---consistent-lost-packets-north-phoenix-arizona Long story short, I've been experiencing high amounts of packet loss (5-30+%) and high latency (routinely spikes between 200 and 400ms) during peak times of utilization (7-11PM weekdays and weekends). This results in my internet being unusable. On the 8th, when I called in, my wife was unable to load even a simple website due to packet loss. All data sets/testing/etc were done via a wired connection. I've replaced my modem and router several times, and have had 100% of the coax line between my modem and the nearest neighborhood node replaced. An in home tech verified the same amount of packet loss at the tap outside my home. Tier 2 agents verified packet loss between themselves and my modem during an outage. Both instances are recorded in my service history and both demonstrate the issue of high amounts of packet loss while excluding my internal network/hardware entirely. There is zero old/faulty hardware between my modem and the nearest neighborhood node. The issue exists either as a hardware or software problem somewhere within Cox's network, an infrastructure partner's network, or both - entirely out of my control as a customer. I've had an FCC complaint open since early August and have reached out to any local/state/federal agencies that could possibly act as a mediator and/or encouraging agent to push Cox in the direction of properly addressing this issue. I have been collecting data for five months and attempting to work with Cox to get this addressed, being as patient as I can while paying nearly $100/mo for service that is not being properly rendered. After several weeks waiting on the reply from my call on December 8, I finally received a response from Cox's Executive support team via phone yesterday. I was told by the Executive Support Team that this problem will no longer be investigated by Cox and that - regardless of the amount of packet loss and high latency I'm seeing as a customer - be it 2%, 15%, 30%, or higher - Cox is no longer going to investigating this issue. They've classified the high amount of packet loss and latency I'm seeing as what qualifies as "Best Effort Service" and that the service "is as-is". They didn't call to follow-up and attempt to properly address the issue of packet loss, they called simply to tell me they were no longer looking into this issue. What kind of state is Cox in that it can be completely non-transparent with any work done in regards to my complaints, and then tell me that the issue is closed and no additional work will be done to remediate the obvious and consistent problems with their network? I'm astonished that one additional service call at 1:30PM on a Thursday afternoon is supposed to invalidate the dozens of data sets I've provided - almost entirely within the bounds of peak times of utilization. This is Comcast level support, and it is completely unacceptable. Cox's internet service disclosure (https://www.cox.com/aboutus/policies/internet-service-disclosures.html) states the following in regards to residential connection metrics during peak times of utilization: Download speeds between 97 and 100% of advertised speeds Upload speeds between 102 and 103% over a 24 hour period Latency of an average of 23ms within Cox's network Packet loss of an average of 0.15% during peak times of utilization - so small as to be imperceptible The problem I'm seeing does not occur every single day, but it has occurred several days a week over the past five months and has been incredibly problematic. Download speeds have varied, but during outages I've been plagued with download speeds as low as less than 2mbps. Upload speeds are almost never at or above 100% of advertised speeds during peak. Perhaps when factoring in overnight and during weekdays it may be around advertised, but that simply includes a range of time during which there is very low utilization. Latency is almost always higher than 23ms within Cox's network. During peak times, it will typically float between 40 and 70ms within their network, with huge spikes up to and above 400ms at times. The spikes in latency are many times associated with high percentages of packet loss, which is my main complaint. I can handle download and upload speeds being lower than anticipated during peak (within a respectable margin). This is de facto cable internet - a shared medium. What I can't accept is packet loss ranging from 5 to 35% during peak times. My modem is recording literally hundreds of thousands of corrected and uncorrected packets over the course of several hours or days of uptime - across all 32 downstream channels. This issue of packet loss is my primary complaint and is completely unacceptable. It's unbelievable that I'm now being told by Cox that packet loss issues are no longer going to be investigated. Again - this is monopolistic behavior and is very anti-consumer. I had a very good history with Cox until I moved into the Phoenix, Arizona area. After the move, I can say that this is undoubtedly the worst customer experience of my life. You are taking advantage of the percentage of people who are unable to distinguish packet loss by failing to correct infrastructure problems leading to packet loss in the Phoenix area. This is a very obvious slap in the face to anyone using your services. I truly hope that your company can overcome this anti-consumer behavior without a direct competitor in my area of Phoenix. That would be great customer service and would lead to at least my trust as a consumer with no parallel choices for an ISP in my area of Phoenix. Unfortunately, the past five months has demonstrated that your company is unwilling to take adequate action on behalf of your customer.