Question Packet loss with Cox ISP ?

[Jacobfinn123]

I had perfect internet for about a year, then slowly I started getting packet loss. Now for about a year I have been dealing with it. I have tried replacing my modem, my ethernet cable, and the coax cable, and the ISP company (Cox) even replaced the lines. I've been dealing with this for over a year now.

The packet loss isn't brutal, but it's slow and steady, roughly dropping 1 packet per 15-30 seconds. I have dealt with my ISP several times, tried replacing my own equipment, and filed an FCC report, but still no luck. I have no other internet companies in my apartments, is there any hope of using the internet without losing packets here?

• Packet loss occurs on both Ethernet & WiFi
• I live in apartments
• Packet loss across multiple devices, ethernet or wifi.
• Packet loss doesn't occur when pinging default gateway.
• Packet loss still occurs when connected to a VPN

Packet loss to my modem (192.168.0.1):

Packet loss to google's DNS:

Upstream:

Downstream:

I have a normal amount of CM errors, 10> correctable, 0 uncorrectable.

Not sure if these power levels are good. The only thing I think could be bad is some downstream channels power levels are slightly above the upper limit, 15. Although, I only notice outgoing packet loss. Additionally, I had a tech look at my node and mode remotely and said my modem didn't match the signals I'm seeing and that the OFDMA was 3db lower than ATDMA when it should be 6db. I have another tech coming out tomorrow to try to fix this but don't really know what to tell them when they inevitably tell me everything looks fine.

 

[bill001g]

The ISP can remotely see these numbers in your modem and in the equipment on their end. As you state the numbers are pretty good with the one the is only slightly out.

Not much you can do check that all cables connectors are tight and clean in the house. Maybe hook the modem the cable closest to the point were the wire enters the house and see how much the power level change. It would tell you how much is related to the cable in you house.

The cable company can test with their meter to get more accurate readings when they come out. Most times this is some dirt or water in some connection in the path between your house and the cable company box where the electronic reside.

Ping plotter likes telling its normal lies. Your problem is the 1% loss you get in every node including the final one. Since it starts in hop 2 it is likely the connection to your house. Other stuff is testing errors. Not sure about a consumer router but it is not uncommon for routers to limit the number of ping packet they respond to. The need to reserve their CPU for doing real work and it also prevent denial of service attacks using ping.

 

[Jacobfinn123]

The ISP can remotely see these numbers in your modem and in the equipment on their end. As you state the numbers are pretty good with the one the is only slightly out.

Not much you can do check that all cables connectors are tight and clean in the house. Maybe hook the modem the cable closest to the point were the wire enters the house and see how much the power level change. It would tell you how much is related to the cable in you house.

The cable company can test with their meter to get more accurate readings when they come out. Most times this is some dirt or water in some connection in the path between your house and the cable company box where the electronic reside.

Ping plotter likes telling its normal lies. Your problem is the 1% loss you get in every node including the final one. Since it starts in hop 2 it is likely the connection to your house. Other stuff is testing errors. Not sure about a consumer router but it is not uncommon for routers to limit the number of ping packet they respond to. The need to reserve their CPU for doing real work and it also prevent denial of service attacks using ping.

If you mean the outlet, the modem's outlet is directly next to the coax cable outlet. I already had the ISP replace the lines without fixing the issue and I myself have tried replacing all hardware, modem, coax cable, and ethernet.

I don't think ping plotter is inaccurate because when I am playing games the packet loss seems to roughly match with ping plotter.

 

[Ralston18]

I am wondering about 2 things:

1) This:

"If you mean the outlet, the modem's outlet is directly next to the coax cable outlet."

If the modem is not connected to coax what is it connected to: DSL, fiber?



2) Network connectivity: should be wired or wireless. One or the other, not both at the same time.



More information is needed about the computer's network configuration.

Make and model for modem, router, or modem/router (if combined)?

Run "ipconfig /all" (without quotes) via the Command Prompt and post the full results.

You should be able to copy and paste the results herein without needing to retype everything.

 

[Jacobfinn123]

I am wondering about 2 things:

1) This:

"If you mean the outlet, the modem's outlet is directly next to the coax cable outlet."

If the modem is not connected to coax what is it connected to: DSL, fiber?



2) Network connectivity: should be wired or wireless. One or the other, not both at the same time.



More information is needed about the computer's network configuration.

Make and model for modem, router, or modem/router (if combined)?

Run "ipconfig /all" (without quotes) via the Command Prompt and post the full results.

You should be able to copy and paste the results herein without needing to retype everything.

It's connected with coax.

I am using a wired connection.

It's cox's commscope (formerly arris) pw7 modem.

Brand: ARRIS
Model: TG4482A

 

[bill001g]

Mostly you want to make sure there is not extra cable and splitters in the path when you test. Not likely the problem but one of the few things you can do yourself.

1% packet loss is a lot especially for games. The number I am referring to are the 98% and 49% loss numbers. If you actually lose 98% of the packets at your router then you could never get responses back from the nodes past it that do not also show 98% loss.

These tend to be tricky to find. Could be interference from a neighbor. I know if someone feeds moca out of their house it can cause issue for other users but it can be many things even some bad board in the ISP equipment.

 

[Ralston18]

Regarding (per @bill001):

"Mostly you want to make sure there is not extra cable and splitters in the path when you test. Not likely the problem but one of the few things you can do yourself."

In full agreement.

If possible sketch out a simple diagram showing all the coax cables, splitters, and connections that you can find.

Trace all of the coax cables but do so safely. No climbing on roofs, poles, etc..

Look for signs of damage: kinked or pinched cables, corrosion, rodent chews, nail or staple damage, bare conductor showing, moisture, tangled wires. Unterminated connections.

Splitters are cheaply made. They can and do degrade.

Unterminated connections are another concern. Many coax cables and ports are left uncapped much less unterminated.

FYI:

https://www.wiringo.com/coax-terminator.html

https://blog.solidsignal.com/tutorials/tip-terminate-unused-ports/

You can easily find other similar links and explanations.

Plus swapping out splitters and adding terminator caps is indeed something you can do yourself.