Forum Discussion

simplegreen's avatar
simplegreen
New Contributor II
7 years ago

Santa Barbara, CA - Significant packet loss in route to Netflix

Over the last couple months, Netflix streaming has been a mediocre experience, at best, despite an otherwise consistently stellar internet connection (averaging 300–340 mbps downstream & 30 mbps upstream, with extremely low ping times, as evidenced by the various ubiquitous speed test services out there).

Generally speaking, beginning a Netflix video stream (from a variety of different devices) will begin at a picture quality ranging between 240 to 480p, then gradually improves —here, "gradually" is a very generous term—back to an acceptable range (of up to 4K).

Tracing a route to fast.com (Netflix's own measure of one's approximate connection to their servers) appears to support my perceived experience. While I will continue to perform additional tests over the coming days, based on multiple diagnostic tests run tonight, packet loss is both consistent and sizeable.

*Edit 8/26/18: Diagnostic test results for fast.com removed from this post, for the sake of brevity, as I no longer consider them relevant to this issue.*

  • simplegreen's avatar
    simplegreen
    New Contributor II
    7 years ago

    I've discovered a fairly substantial pattern to the ongoing packet loss currently exhibited.

    First, some statements of fact, all based on rigorous and methodical testing:

    • While the particular Netflix video server will vary from session to session, with 100% consistency, the destination Netflix IP is always Los Angeles-based (as indicated by the following naming convention: laxZZZ.ix.nflxvideo.net—"ZZZ" being a numeric-based variable).
    • Most, but not all, of the time, I specifically receive lax008.ix.nflxvideo.net.
    • Within lax008.ix.nflxvideo.net, there are 100 separate possibilities, each with their own IP (C001 through C100). Consider these two examples: c001.lax008.ix.nflxvideo.net [23.246.24.130]; c051.lax008.ix.nflxvideo.net [23.246.25.130]
    • C001 through C050 all map to an IP in the range of 23.246.24.XXX, first passing through a penultimate hop of 23.246.24.10. (Feel free to test this.)
    • C051 through C100 all map to an IP in the range of 23.246.25.XXX, first passing through a penultimate hop of 23.246.25.10. (Again, try it.)

    With that long string of findings out of the way, here were my main observations:

    1. All 23.246.25.XXX IPs consistently lead to packet loss, and always during the final hops.
    2. All 23.246.24.XXX IPs consistently lead to 0% packet loss.

    I am hopeful that my findings will prove to be consistent by others who currently are encountering this issue.

    • Becky's avatar
      Becky
      Moderator
      7 years ago
      Hi Simplegreen, did this pattern emerge during testing over the past few days? I just want to ensure that we're using data collected over the past few days; not data from the end of August. Thanks! -Becky, Cox Support Forums Moderator
      • simplegreen's avatar
        simplegreen
        New Contributor II
        7 years ago

        Good question. It was based on current and ongoing data, as recent as last night.

  • simplegreen's avatar
    simplegreen
    New Contributor II
    7 years ago

    Tonight, I ran a few more packet loss tests using a destination of fast.com, and they were very consistent with the previous night's.

    However, I decided to attempt a different, perhaps more valid approach, and installed Wireshark to assist with identifying the specific Netflix destination IP involved with my particular streaming session—in this case, the destination IP was 23.246.25.150. So I then tested that IP for packet loss. Here are some of those results, which, if I interpret them correctly, seem to suggest or confirm that the issue is internal to Netflix. 

    Test #1

    1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
    0/ 100 = 0% |
    2 10ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
    0/ 100 = 0% |
    3 10ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.10
    0/ 100 = 0% |
    4 28ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-98.oc.oc.cox.net [68.4.11.98]
    0/ 100 = 0% |
    5 24ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.63
    1/ 100 = 1% |
    6 31ms 1/ 100 = 1% 0/ 100 = 0% 23.246.25.10
    5/ 100 = 5% |
    7 31ms 6/ 100 = 6% 0/ 100 = 0% ipv4_1.cxl0.c071.lax008.ix.nflxvideo.net [23.246.25.150]

    Test #2

    1 1ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
    0/ 100 = 0% |
    2 9ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
    0/ 100 = 0% |
    3 10ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.10
    0/ 100 = 0% |
    4 28ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-98.oc.oc.cox.net [68.4.11.98]
    0/ 100 = 0% |
    5 24ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.63
    3/ 100 = 3% |
    6 29ms 3/ 100 = 3% 0/ 100 = 0% 23.246.25.10
    0/ 100 = 0% |
    7 29ms 3/ 100 = 3% 0/ 100 = 0% ipv4_1.cxl0.c071.lax008.ix.nflxvideo.net [23.246.25.150]

    Test #3

    1 1ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
    0/ 100 = 0% |
    2 9ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
    0/ 100 = 0% |
    3 10ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.10
    0/ 100 = 0% |
    4 28ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-98.oc.oc.cox.net [68.4.11.98]
    0/ 100 = 0% |
    5 25ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.63
    2/ 100 = 2% |
    6 28ms 2/ 100 = 2% 0/ 100 = 0% 23.246.25.10
    2/ 100 = 2% |
    7 28ms 4/ 100 = 4% 0/ 100 = 0% ipv4_1.cxl0.c071.lax008.ix.nflxvideo.net [23.246.25.150]

    • simplegreen's avatar
      simplegreen
      New Contributor II
      7 years ago

      A couple more tests, both from tonight, and performed back to back. Depending on which server I was connected to, the results were drastically different from one another. The same IP that previously exhibited packet loss (23.246.25.150) reappeared tonight, this time with absolutely horrendous performance. 

      Test #1

      1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
      0/ 100 = 0% |
      2 10ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
      0/ 100 = 0% |
      3 11ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.10
      0/ 100 = 0% |
      4 15ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-98.oc.oc.cox.net [68.4.11.98]
      0/ 100 = 0% |
      5 28ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.63
      15/ 100 = 15% |
      6 32ms 20/ 100 = 20% 5/ 100 = 5% 23.246.25.10
      0/ 100 = 0% |
      7 32ms 15/ 100 = 15% 0/ 100 = 0% ipv4_1.cxl0.c071.lax008.ix.nflxvideo.net [23.246.25.150]

      Test #2

      1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
      0/ 100 = 0% |
      2 12ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
      0/ 100 = 0% |
      3 12ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.6
      0/ 100 = 0% |
      4 16ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-96.oc.oc.cox.net [68.4.11.96]
      0/ 100 = 0% |
      5 19ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.171
      0/ 100 = 0% |
      6 19ms 0/ 100 = 0% 0/ 100 = 0% xe-5-0-0.edge2.LosAngeles9.Level3.net [4.53.230.81]
      0/ 100 = 0% |
      7 19ms 0/ 100 = 0% 0/ 100 = 0% ae-2-3614.ear4.LosAngeles1.Level3.net [4.69.211.214]
      0/ 100 = 0% |
      8 --- 100/ 100 =100% 100/ 100 =100% Netflix-level3-100G.LosAngeles1.Level3.net [4.68.73.26]
      0/ 100 = 0% |
      9 21ms 0/ 100 = 0% 0/ 100 = 0% ipv4_1.lagg0.c010.lax004.ix.nflxvideo.net [198.38.96.139]

  • BrianM's avatar
    BrianM
    Moderator
    7 years ago

    We believe the issue impacting Netflix should now be resolved. Please let us know if you continue to have issues.

    Brian
    Cox Support Forum Moderator

    • simplegreen's avatar
      simplegreen
      New Contributor II
      7 years ago

      Hello Brian,

      Thank you for the update. Unfortunately, as of tonight, I cannot say my issue is resolved. I spent some time starting/stopping several separate streaming sessions, then traced each corresponding Netflix IP addresses—all within the span of just a few minutes. Qualitatively, my observations were proportionate with the data seen below. I either experienced a flawless experience (immediate streaming at approximately max bitrate), or suffered an experience identical to what I described in my original post.

      Test #1
      1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
      0/ 100 = 0% |
      2 10ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
      0/ 100 = 0% |
      3 11ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.10
      0/ 100 = 0% |
      4 14ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-98.oc.oc.cox.net [68.4.11.98]
      0/ 100 = 0% |
      5 18ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.61
      0/ 100 = 0% |
      6 16ms 0/ 100 = 0% 0/ 100 = 0% 23.246.24.10
      0/ 100 = 0% |
      7 16ms 0/ 100 = 0% 0/ 100 = 0% ipv4_1.cxl0.c046.lax008.ix.nflxvideo.net [23.246.24.175]

      Test #2
      1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
      0/ 100 = 0% |
      2 9ms 0/ 100 = 0% 0/ 100 = 0% 10.6.16.1
      0/ 100 = 0% |
      3 10ms 0/ 100 = 0% 0/ 100 = 0% 68.4.15.6
      0/ 100 = 0% |
      4 15ms 0/ 100 = 0% 0/ 100 = 0% ip68-4-11-96.oc.oc.cox.net [68.4.11.96]
      0/ 100 = 0% |
      5 17ms 0/ 100 = 0% 0/ 100 = 0% 68.1.1.167
      1/ 100 = 1% |
      6 16ms 1/ 100 = 1% 0/ 100 = 0% 23.246.25.10
      7/ 100 = 7% |
      7 31ms 8/ 100 = 8% 0/ 100 = 0% ipv4_1.cxl0.c077.lax008.ix.nflxvideo.net [23.246.25.156]

      For reference, a contemporaneous speed test, with the following results, was also performed.

      PING: 15ms
      DOWNLOAD: 214.86 Mbps
      UPLOAD: 31.73 Mbps
      • BrianM's avatar
        BrianM
        Moderator
        7 years ago
        Thank you for the trace route, I am forwarding this to our network operations team to further review.

        Brian
        Cox Support Forum Moderator