Forum Discussion

butrflysmooches's avatar
butrflysmooches
New Contributor III
6 years ago

Fluctuating Upload Speeds

Since about a month ago I've been having some terrible issues with my upload speed, here is what it's currently at right now:

https://gyazo.com/8f25a6217a981c65a4cf9cfe61365105

My husband streams and has been unable to stay connected because the upload speed drops to literally zero and fluctuates up and down around 0MBs - 3MBs.

I have called support, followed all of their instructions and had a technician out who replaced the old cable with a new one, no success.

I contacted support via live chat, followed a number of their instructions, to no avail. Contacted live chat again only this time the tech was pushing to sell me faster speeds... I'm already on 150MBs Download 10MBs Upload (which doesn't work) and for some reason he thought upgrading would help and then he rudely ended the live chat session.

I purchased a new modem, as I was told my existing modem may not be working correctly, not the case as the issue still persisted.

I have removed my router and hardwired into my PC and checked the connection, it was still fluctuating badly.

I hardwired into my husbands PC and checked the connection, it remained the same... fluctuating badly.

With router connected, I checked connection on devices using WiFi, same issue.

Here is whats happening during livestreaming:

https://gyazo.com/ab18ea3ad62716424d105d87b8cf6bb2

It's impossible to stay connected.

I explained this over and over again to every technician I spoke to, but it's as though they don't understand or like talking to a wall. they give the same instructions and after you're finished if the issue isn't fixed they tell you it's your equipment. How is it my equipment, if I have tested it all over and over again.

The strange part of this is, this issue starts at around 12pm and continues on for the rest of the day/night, all morning from around 9am the connection is fine.

I want some real help, not to be told to reset my modem or remove my router, I'm sick to death of hearing that. It isn't my modem or router that is the issue.

bad service
connection issues
slow upload
upload
  • Privateers504's avatar
    Privateers504
    New Contributor II
    5 years ago

    Just experienced a similar issue (non-existent upload speeds and 15-50% packet loss) over the past several weeks so I feel your pain. Cox-authorized contractors ran/buried a new line to my house, replaced all barrels between the tap and my connection inside (very few since I have no splitters between the main line and my house)- all to no avail. Luckily, I work from home so I was able to call them back each and every day I had the issue to schedule another technician the following day. After all, the squeaky wheel gets the grease... In total, it took 7-8 phone calls, 5 technician appointments, 5-6 live chats, and two bucket truck visits to the neighborhood to prove to them it wasn't an issue with my modem, my router, or the new modem I purchased temporarily to prove it wasn't my modem.

    As I had suspected all along due to my signal levels, it was noise upstream from me at our local node that was affecting everyone in the area. Most customers who don't need the upload speeds wouldn't necessarily notice the issue, but I could definitely tell when it started around 7pm and lasted until 2-3am. Cox tried to charge me over $150 for the tech visits and new line run to the house, but I spoke with the Loyalty team for over an hour to complain and had them waive it all since the issue was on their end all along.

    Luckily, I finally had some great experiences chatting with one of the good contractors who had the cell numbers of a local Cox data technician (important to request that since some specialize more in cable TV), and one of the bucket truck drivers who took the time to listen to my issues and work out where the problem was. When the last bucket truck guy stopped by the house, he solved it within 2-3 hours of being in the neighborhood. Sadly, not every contractor knows enough to help you and will mark your ticket as being an issue on your end if they don't know how to solve it. BUT, when you get a good one who truly cares about their work, you can tell. When the final ESR ticket was marked as resolved a day or two later, the contractor even texted me a screenshot of what he could see on his end and wanted to make sure I was getting the speeds I pay for. THAT'S customer service.

  • butrflysmooches's avatar
    butrflysmooches
    New Contributor III
    6 years ago

    This is the log from the new modem that was installed lastnight at 7:55PM as seen marked with yellow, the modem was activated at around 8:10PM with no issues to download or upload speeds as shown in the log.

    At around 12PM today which I know believe to be at 12:33PM the issues with upload speed began to occur again (marked with red) and are persisting still right now. This is a new modem, this issue was also occurring with my old modem, but I didn't think to look at it's logs. Something is definitely wrong here. 

    https://i.gyazo.com/675ff80b64e73f0ab61055fb4de3ff2c.png

    Procedure Status Comment
    Acquire Downstream Channel 957000000 Hz Locked
    Connectivity State Ok Operational
    Boot State Ok Operational
    Security Enabled BPI+
    IP Provisioning Mode Honor MDD honorMdd(4)
    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
    1 Locked QAM 256 33 357000000 Hz 8.4 dBmV 40.3 dB 8 0
    2 Locked QAM 256 34 363000000 Hz 8.5 dBmV 40.9 dB 0 0
    3 Locked QAM 256 35 369000000 Hz 8.5 dBmV 40.3 dB 0 0
    4 Locked QAM 256 36 375000000 Hz 8.8 dBmV 40.3 dB 0 0
    5 Locked QAM 256 37 381000000 Hz 8.9 dBmV 39.5 dB 0 0
    6 Locked QAM 256 38 387000000 Hz 9.1 dBmV 39.9 dB 0 0
    7 Locked QAM 256 41 405000000 Hz 9.1 dBmV 39.9 dB 0 0
    8 Locked QAM 256 42 411000000 Hz 9.3 dBmV 39.5 dB 0 0
    9 Locked QAM 256 43 417000000 Hz 9.1 dBmV 39.9 dB 0 0
    10 Locked QAM 256 44 423000000 Hz 9.1 dBmV 39.9 dB 0 0
    11 Locked QAM 256 45 429000000 Hz 9.3 dBmV 39.9 dB 0 0
    12 Locked QAM 256 46 435000000 Hz 9.1 dBmV 39.9 dB 0 0
    13 Locked QAM 256 1 783000000 Hz 10.0 dBmV 38.9 dB 6 1
    14 Locked QAM 256 2 789000000 Hz 10.1 dBmV 40.3 dB 0 0
    15 Locked QAM 256 3 795000000 Hz 9.8 dBmV 38.9 dB 0 0
    16 Locked QAM 256 4 801000000 Hz 9.3 dBmV 38.9 dB 0 0
    17 Locked QAM 256 9 831000000 Hz 9.8 dBmV 38.9 dB 0 0
    18 Locked QAM 256 10 837000000 Hz 9.5 dBmV 38.9 dB 0 0
    19 Locked QAM 256 11 843000000 Hz 9.0 dBmV 38.9 dB 0 0
    20 Locked QAM 256 12 849000000 Hz 9.5 dBmV 38.6 dB 0 0
    21 Locked QAM 256 17 879000000 Hz 9.4 dBmV 38.9 dB 0 0
    22 Locked QAM 256 18 885000000 Hz 8.4 dBmV 38.6 dB 6 0
    23 Locked QAM 256 19 891000000 Hz 8.6 dBmV 38.6 dB 0 0
    24 Locked QAM 256 20 897000000 Hz 9.4 dBmV 38.9 dB 9 0
    25 Locked QAM 256 21 903000000 Hz 8.5 dBmV 38.6 dB 0 0
    26 Locked QAM 256 22 909000000 Hz 8.8 dBmV 38.6 dB 0 0
    27 Locked QAM 256 25 927000000 Hz 9.3 dBmV 38.9 dB 13 0
    28 Locked QAM 256 26 933000000 Hz 9.6 dBmV 38.6 dB 16 0
    29 Locked QAM 256 27 939000000 Hz 10.0 dBmV 38.6 dB 12 0
    30 Locked QAM 256 28 945000000 Hz 10.0 dBmV 38.9 dB 8 0
    31 Locked QAM 256 29 951000000 Hz 9.6 dBmV 38.6 dB 0 0
    32 Locked QAM 256 30 957000000 Hz 10.4 dBmV 38.6 dB 0 0
    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 37.8 dBmV
    2 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 37.8 dBmV
    3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 37.8 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 39.3 dBmV
    5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    • KevinM2's avatar
      KevinM2
      Former Moderator
      6 years ago
      Hello, on a hard-wired connection, what upload speeds are you receiving? Do you use a VPN when gaming? Please be sure your laptop or PC has an operating system that is up-to-date with the latest software. There are many factors that can cause slow speeds, including the age of your computer or laptop, software or operating system versions, the presence of viruses and malware, and the number of simultaneous applications running. Additionally, congestion on websites visited, including high demand by multiple simultaneous users, can cause slower than normal speeds.

      I have pinged your modem several times, and we are not detecting any signal issues or packet loss at this time. Are any other devices in the home experiencing slow upload speeds as well? -Kevin M. Cox Support Forum Moderator
      • butrflysmooches's avatar
        butrflysmooches
        New Contributor III
        6 years ago

        Right now the speed is great, it usually is first thing in the morning.

        I see 11MB upload, that is until around 12pm and it begins fluctuating again and dropping to 0MB, it's always around the same time this happens.

        All systems are up to date, using Windows 10 OS.

        2 PCs show the upload speed around 2MB when it happens, so I ruled out malware and viruses (both been checked incase)

        The issue isn't web browsing, it's streaming, the upload dropping makes it impossible to stream when it starts, when it happens a number of speed test sites say the upload has dropped to around 1-2MB sometimes even less.

        I'll reply to this when it starts again so you can ping it while it's happening.

    • OpenBSD's avatar
      OpenBSD
      Contributor II
      6 years ago

      Your upstream power levels are too low. Also, have you ever wondered why Cox in Arizona has a maximum upload speed of 35 megabits per second? That 35 is for the Gigablast tier by the way which is pretty pathetic. Some other states that Cox does business in can get the same download and upload speeds. You are also sharing bandwidth within a certain population area. So you will rarely ever see consistent upload speeds. They will dwindle down to next to nothing at times.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      6 years ago
      @Zurq, your case has been escalated to our maintenance team, as of 11/12/19. We will be keeping a close eye on this escalation until the issue is resolved. For additional support, please email us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
      • Zurq's avatar
        Zurq
        Contributor II
        6 years ago

        any update on my case, I had seen a cox truck on the next street next to me, but never in front of my house.

  • butrflysmooches's avatar
    butrflysmooches
    New Contributor III
    6 years ago

    Fluctuations began to start at 12:25pm gotten worse as time goes on, just lost upload speed a few minutes ago thats why I'm updating now.

    Here it is in action: https://gyazo.com/59a7f50a6bed94c88c16e0dfcf555978

    All morning it was at a steady 3MBs, that's the speed my husband streams at.

     
    Apply             Cancel
    Frequency start Value
    This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
    Starting Frequency
    <tabindex=-1>Startup Procedure
    Procedure Status Comment
    Acquire Downstream Channel 957000000 Hz Locked
    Connectivity State Ok Operational
    Boot State Ok Operational
    Security Enabled BPI+
    IP Provisioning Mode Honor MDD honorMdd(4)
    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
    1 Locked QAM 256 33 357000000 Hz 7.3 dBmV 40.3 dB 9 0
    2 Locked QAM 256 34 363000000 Hz 7.4 dBmV 40.9 dB 0 0
    3 Locked QAM 256 35 369000000 Hz 7.5 dBmV 40.3 dB 0 0
    4 Locked QAM 256 36 375000000 Hz 7.5 dBmV 40.9 dB 6 0
    5 Locked QAM 256 37 381000000 Hz 7.6 dBmV 39.5 dB 0 0
    6 Locked QAM 256 38 387000000 Hz 7.9 dBmV 39.9 dB 0 0
    7 Locked QAM 256 41 405000000 Hz 8.0 dBmV 39.9 dB 0 0
    8 Locked QAM 256 42 411000000 Hz 8.0 dBmV 39.9 dB 0 0
    9 Locked QAM 256 43 417000000 Hz 7.9 dBmV 39.9 dB 0 0
    10 Locked QAM 256 44 423000000 Hz 7.9 dBmV 39.9 dB 0 0
    11 Locked QAM 256 45 429000000 Hz 8.0 dBmV 39.9 dB 0 0
    12 Locked QAM 256 46 435000000 Hz 8.0 dBmV 39.9 dB 0 0
    13 Locked QAM 256 1 783000000 Hz 7.5 dBmV 38.9 dB 54 1
    14 Locked QAM 256 2 789000000 Hz 7.8 dBmV 40.3 dB 26 0
    15 Locked QAM 256 3 795000000 Hz 7.3 dBmV 38.9 dB 25 0
    16 Locked QAM 256 4 801000000 Hz 6.9 dBmV 38.6 dB 0 0
    17 Locked QAM 256 9 831000000 Hz 7.3 dBmV 38.9 dB 0 0
    18 Locked QAM 256 10 837000000 Hz 7.0 dBmV 38.6 dB 0 0
    19 Locked QAM 256 11 843000000 Hz 6.5 dBmV 38.6 dB 0 0
    20 Locked QAM 256 12 849000000 Hz 7.0 dBmV 38.6 dB 0 0
    21 Locked QAM 256 17 879000000 Hz 6.8 dBmV 38.6 dB 0 0
    22 Locked QAM 256 18 885000000 Hz 5.8 dBmV 38.6 dB 6 0
    23 Locked QAM 256 19 891000000 Hz 6.0 dBmV 38.6 dB 0 0
    24 Locked QAM 256 20 897000000 Hz 6.6 dBmV 38.6 dB 25 0
    25 Locked QAM 256 21 903000000 Hz 5.9 dBmV 37.6 dB 13 0
    26 Locked QAM 256 22 909000000 Hz 6.1 dBmV 38.6 dB 13 0
    27 Locked QAM 256 25 927000000 Hz 6.8 dBmV 38.6 dB 13 0
    28 Locked QAM 256 26 933000000 Hz 7.0 dBmV 38.6 dB 16 0
    29 Locked QAM 256 27 939000000 Hz 7.5 dBmV 38.9 dB 12 0
    30 Locked QAM 256 28 945000000 Hz 7.5 dBmV 38.6 dB 8 0
    31 Locked QAM 256 29 951000000 Hz 7.1 dBmV 38.9 dB 11 0
    32 Locked QAM 256 30 957000000 Hz 8.0 dBmV 38.9 dB 10 0
    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 37.8 dBmV
    2 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 37.8 dBmV
    3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 37.8 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 37.8 dBmV
    5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
    Current System Time: Wed Nov 13 12:48:38 2019
    • butrflysmooches's avatar
      butrflysmooches
      New Contributor III
      6 years ago

      Got a data limit warning text just now so I went to check my usage, and I think it's strange that we use over 30gigs almost everyday. I know of 2 separate days which we both used 140+gig to download the new Rockstar release Red Dead Redemption 2. One of those days says we used 340+gig that is shocking and would make more sense if we both purchased the game on that day.

      Is there anyway of checking these data usages to make sure they originate from us, because I don't understand how we could possibly use 30+ gig nearly everyday. Could this be causing us the issue with upload speeds dropping during streaming (to Twitch)? And finally is streaming(upload) causing the usage data to be so high?

      Note* when I say streaming I do not mean streaming music/video, I mean uploading to a streaming service such as Twitch/Youtube (upload)

  • butrflysmooches's avatar
    butrflysmooches
    New Contributor III
    6 years ago

    Upload speed is still fluctuating right now, 2 and a half hours later, with no improvements.

    I really don't want to talk to live chat again after yesterdays back and forth and reaching no answers other than "It's your equipment", clearly it's not if this is happening everyday at the same time.

    • Allan's avatar
      Allan
      Moderator
      6 years ago
      @Butrflysmooches, Going over the monthly data limit does not cause a limitation on your upload speeds. Also, your modem is reporting good signals on our side and I do not see any unusual latency when pinging the modem. I recommend having a device run a pingplotter test to the server that you are experiencing this issue with and respond back with those results. This will give us an idea on where and when this issue happens. -Allan, Cox Support Forums Moderator.
      • butrflysmooches's avatar
        butrflysmooches
        New Contributor III
        6 years ago

        If you tested when you posted you wouldn't see it happening, it literally happens around 12:30pm everyday and returns to normal around 8pm-9pm sometimes later.

        I know something isn't right with it doing that, especially at such specific times. I know it's not an equipment fault either since my husband as tested everything and even tested more than 1 modem.

        Will run the pingplotter around 12pm today and post results once done. Although this issue isn't just effecting one server, once it happens it even shows the fluctuations on speed test sites, tried multiple sites just to be sure.

  • butrflysmooches's avatar
    butrflysmooches
    New Contributor III
    6 years ago

    Been awhile since I replied here, my husband hasn't been streaming but today he decided to and again our upload speed dropped to 0 which kicked him off Twitch.

    I have seen a few more people with this same issue: 

    https://forums.cox.com/forum_home/internet_forum/f/internet-forum/24339/upload-speed-0

    Why isn't it being investigated properly instead of it being user equipment issue?

    Pingplotter images:

    https://gyazo.com/0cdbb1313b4323070ddb538ae62d8aa9

    https://gyazo.com/4114c48f9b87af57201d30a93a5e46e5

    No idea what or how to use it, someone suggested using it so that's all I did.

    Also just because I know lazy people won't read any of the previous posts, ALL equipment as been removed and tested, more than 1 PC has been tested via hardwire to just the modem (without router) this still happens, on multiple PCs hardwired.

    Everything has been reset, millions of times because you know that solves everything...

    • Zurq's avatar
      Zurq
      Contributor II
      6 years ago

      Well I had this same problem, I had a tech come over and we talked and troubleshooted for hours, and I had an idea if he can change out my panoramic gateway (a router/modem combo) for a standalone router and I can use my own router and that seemed to fix my issues, 0 lag all the time, if you do have the Panoramic Gateway ask for a standalone modem if that is possible, and if you have not already done so or have a standalone modem. 

      • butrflysmooches's avatar
        butrflysmooches
        New Contributor III
        6 years ago

        Same issue even with a standalone modem, even bought a new modem because of this issue and still the same issue.

    • LisaH's avatar
      LisaH
      Moderator
      6 years ago
      Hi Butrflysmooches. I apologize that I am not able to see the URL of the Ping plotters that you sent. To get further assistance, please send an email to cox.help@cox.com and include your complete address, name on the account, the Ping plotter screenshots, and this link. Thanks, Lisa - Cox Support Forums Moderator
  • oberdinger's avatar
    oberdinger
    New Contributor II
    6 years ago

    I have been having this problem with Cox for over three years. Over 9 technicians have come out to tell me they don't know what the problem is. I recently was told that I had to swap to their modem before they would troubleshoot any farther. Once that was complete, my line was replaced from the house to the neighborhood node.

    The problem is still persistent.

    This is just something we have to live with by using Cox apparently.

    Unacceptable...

    • NicholeC's avatar
      NicholeC
      Moderator
      6 years ago
      Oberdinger,


      We regret to hear that this has been ongoing for you. What speeds have you received since the line was replaced?
  • Domikazi's avatar
    Domikazi
    New Contributor
    5 years ago

    Did your issue ever resolve itself? I'm having the EXACT same issue but my persists throughout the day. I have gigablast and my upload speeds are super unstable, fluctuates between 0 and 13mbps. I just started having this problem two days ago and Cox has been unhelpful.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @Domikazi, we're sorry to learn about these issues. If you are still experiencing issues after the service appointment, please reach out to us at cox.help@cox.com, Facebook, or Twitter at @CoxHelp. -Kevin M. Cox Support Forum Moderator
  • tenriquez2's avatar
    tenriquez2
    New Contributor
    5 years ago

    I recently had the exact same issue, exactly how the gif you sent of what occurs during livestreaming. Went from being able to stream using OBS to twitch with 6000 kb/s, now as low as 0 kb/s. Did you have any luck or a solution?

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @tenriquez2, are you still experiencing issues with our service? Your modem levels look healthy, and I'm not seeing any packet loss at this time. If you're still having issues, would you be able to provide hard-wired traceroutes and/or PingPlotters to the Twitch server? -Kevin M. Cox Support Forum Moderator
      • tenriquez2's avatar
        tenriquez2
        New Contributor
        5 years ago

        Hi kevinm2,

        I purchased a modem and router and the issue seemingly went away. Unfortunately, it occurred again last night. Exact same issue despite new equipment and hardwired directly to the router.

        Excuse my unfamiliarity with ping-plotter, but do you know the target name and/or IP I should try?

  • sicskeptic14's avatar
    sicskeptic14
    New Contributor
    5 years ago

    Oh cool, found some info about my upload issues as well. Mine started earlier this week and has been ongoing ever since. Had a cox tech come out today with his gear and determined there are no issues with the line and the up/down speeds are completely fast. 

    I ran a test stream on OBS and about 1.5 minutes in, it dropped to zero and he tested it at the same time with his box while this was happening. On his box, the up/down speeds were consistent with no issues. 

    I have a log of speed tests that show subar upload speeds at different times. My down speeds are always pretty consistent. It's just the up speeds with the issues. The tech checked on the outside lines and made sure everything was nice and tight and we tried again with the same results. He also checked the node and didn't see any issues. 

    So friends, could our PCs have had some kind of  update that could be causing these issues? Some kind of firewall or network software that is preventing normal speeds? I have my PC hardwired into my modem and have def replaced the modem and even went as far as upgrading my internet package, but the up speeds are still intermittently kaput. 

    Forever trying to find a solution.

    • Zurq's avatar
      Zurq
      Contributor II
      5 years ago

      it is not you, it is cox. For me it was my neighbors drop that was causing me issues. Cox is a shared Network so if something is wrong with your neighbors drop, then it can affect you.