Forum Discussion

giggidigoo's avatar
giggidigoo
New Contributor
4 years ago

Major Latency Issues

I've had a bit of a whirlwind experience lately trying to get support for this - hoping someone on the forums can take a look as my pleas have fallen on deaf ears by either calling or utilizing chat support.  I started getting huge latency spikes, and with an approximately 3 year old modem, decided to upgrade.  That didn't solve the issue.  From my modem until about what looks like the last hop out of the COX network I am getting large latency spikes - enough to stop any streaming or kick me off of work VPN.  The traces are as follows when I experience the issue (with some showing higher latency than these examples):

Tracing route to google.com [172.217.9.174]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 180 ms 163 ms 393 ms 10.131.24.1
3 * * 10 ms 100.122.142.212
4 181 ms * 34 ms 100.122.141.76
5 156 ms 78 ms 36 ms dalsbbrj02-ae3.0.rd.dl.cox.net [68.1.5.134]
6 64 ms 62 ms 59 ms 209.85.172.68
7 45 ms 30 ms 28 ms 108.170.240.129
8 68 ms 25 ms 27 ms 72.14.238.57
9 165 ms 27 ms 194 ms dfw25s27-in-f14.1e100.net [172.217.9.174]

Running an MTR yields this over a long period, with spike going into the 5-600 ms range:

Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

| 192.168.1.1 - 0 | 2526 | 2526 | 0 | 0 | 5 | 0 |
| 10.131.24.1 - 1 | 2503 | 2497 | 7 | 12 | 204 | 76 |
| 100.122.142.212 - 1 | 2499 | 2492 | 7 | 14 | 299 | 63 |
| 100.122.141.76 - 1 | 2510 | 2506 | 9 | 18 | 509 | 21 |
| dalsbbrj02-ae3.0.rd.dl.cox.net - 1 | 2503 | 2497 | 19 | 27 | 197 | 76 |
| 209.85.172.68 - 1 | 2507 | 2502 | 19 | 27 | 231 | 74 |
| 108.170.240.129 - 1 | 2496 | 2488 | 20 | 27 | 239 | 76 |
| 72.14.238.57 - 1 | 2506 | 2501 | 19 | 26 | 388 | 39 |
| dfw25s27-in-f14.1e100.net - 1 | 2506 | 2501 | 18 | 25 | 343 | 35 |

A tech came out (before scheduled appt time) and said it was because of the brand of modem is a bad brand and I need a "panoramic modem", but that he put a filter on the line anyway - he also reiterated signal strength is good.  Well, the issue existed with the previous modem I owned and this brand new one and they're both on the certified COX modem list.  It seems like the node I may be peering to inside the COX network is overloaded or something?  Any help is highly appreciated!

ConnectionLoss
latency spikes
packet loss
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    4 years ago
    @giggidigoo

    I see you have a 192 IP. Have you tried bypassing the router to see if that helps?

    Jonathan J
    Cox Moderator
  • scoomas's avatar
    scoomas
    New Contributor II
    4 years ago

    Yeah Ive had 3 techs at my house for the same latency and packet loss issues. The first tech diagnosed my issue and determined that my line needed to be replaced from the tap to my house. The second tech came out said no its fine and left. Issues still persisted so I had a third tech come out yesterday since I still had the same issues the night before my tech visit. The tech yesterday again said tech number 1 was wrong yet after the tech left I still had bad packet loss and latency spikes in the 2-400ms range. I feel like the only way to get anything done is a formal FCC complaint

    • giggidigoo's avatar
      giggidigoo
      New Contributor
      4 years ago

      I have bypassed the router with the same result.  A tech came out and replaced the buried line from the tap to the side of the house, and I have replaced the line from the side of the house, through the attic, into the room where the modem is.  I still get major latency and lag spikes.

      I have emailed the COX help email as suggested in the sticky, and they just keep coming back with "open command prompt and ping google.com and show us" - even when I include the full ping plotter results.  My results always show that there is major latency and packet loss in the first three to four hops inside the COX network.  There is either some network issues or major congestion in this area that COX can't handle.

      The signal levels on the modem are good and verified by both the tech and the COX help email response, so I know the modem has a good signal - this has to be either congestion or dropping of traffic the network infrastructure can't handle or an issue with the COX network hardware itself.

      https://imgur.com/a/7HXYPSi

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        4 years ago
        Please disregard didn't see you already tried bypassing the router. Let us know how the tech visit goes.


        Jonathan J
        Cox Moderator
  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    4 years ago
    @Giggidigoo

    Are you able to bypass the router and run a traceroute? If so reboot the modem after bypassing the router.

    Jonathan J
    Cox Moderator