Forum Discussion

shipracer's avatar
shipracer
New Contributor III
4 years ago

Upstream packet loss and jitter

Hey Guys, Non-stop packetloss all day.

Cox is saying everything is okay, I have been graphing/monitoring the loss for months.

What resolutions do we have besides switching ISPs? Are there any cox techs on here that can take a look?

  • breakingbad920's avatar
    breakingbad920
    New Contributor III
    4 years ago

    I'm having same issue since I signed up for Cox. Recently it just got worse, keeps disconnecting 20 times a day and too much packet loss, chat support not helping, technician came yesterday but it's still not improving. I'm cancelling Cox next week. Good riddance!

    • Allan's avatar
      Allan
      Moderator
      4 years ago
      @Breakingbad920, I know how frustrating packet loss can be and it looks like we need to take a closer look into this issue for you. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
      • breakingbad920's avatar
        breakingbad920
        New Contributor III
        4 years ago

        Nope, I switched to Centurylink DSL, paid already. The speed may be slower but it's much more stable. I had used Centurylink in the past for 6 years and I don't even remember if I had downtime or outage, especially no packet loss or high ping. Train your support better so they don't read through the scripts and try to upsell each and every of their customer, "Cox Complete Care" is **, Cox will keep losing customers if they keep doing this. You should help OP instead of me. Thank you and have a nice day!

  • Dave9's avatar
    Dave9
    Contributor III
    4 years ago

    Are you seeing any T3 or T4 timeout errors in your modem logs? Remember that you need to let the modem run for at least 24 hours without restarting it for this to be a valid test. Same goes for signal levels. If you post signals right after restarting the modem it makes the values look artificially good.

    • shipracer's avatar
      shipracer
      New Contributor III
      4 years ago

      I did not know that. Here are the EVENTS from the modem.

      Time Priority Description
      Sat Jul 03 22:06:41 2021 3 No Ranging Response received - T3 time-out;CM-MAC=d4:04:cd:24:d5:f9;CMTS-MAC=84:8a:8d:33:77:23;CM-QOS=1.1;CM-VER=3.0;
      Mon Jul 05 03:10:03 2021 5 RCS Partial Service;CM-MAC=d4:04:cd:24:d5:f9;CMTS-MAC=84:8a:8d:33:77:23;CM-QOS=1.1;CM-VER=3.0;
      Mon Jul 05 09:50:56 2021 3 No Ranging Response received - T3 time-out;CM-MAC=d4:04:cd:24:d5:f9;CMTS-MAC=84:8a:8d:33:77:23;CM-QOS=1.1;CM-VER=3.0;

      Here are the signals:

      Startup Procedure
      Procedure Status Comment
      Acquire Downstream Channel Locked
      Connectivity State OK Operational
      Boot State OK Operational
      Configuration File OK
      Security Enabled BPI+
      DOCSIS Network Access Enabled Allowed

      Downstream Bonded Channels
      Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
      1 Locked 256QAM 29 951.00 MHz 8.10 dBmV 40.95 dB 12819 1352
      2 Locked 256QAM 1 783.00 MHz 8.80 dBmV 43.38 dB 26956 7046
      3 Locked 256QAM 2 789.00 MHz 8.60 dBmV 40.95 dB 25280 5523
      4 Locked 256QAM 3 795.00 MHz 8.50 dBmV 43.38 dB 21831 3302
      5 Locked 256QAM 4 801.00 MHz 8.50 dBmV 40.95 dB 23300 3851
      6 Locked 256QAM 5 807.00 MHz 8.50 dBmV 40.95 dB 24348 3556
      7 Locked 256QAM 6 813.00 MHz 8.40 dBmV 43.38 dB 20451 2017
      8 Locked 256QAM 7 819.00 MHz 8.30 dBmV 40.95 dB 21948 2482
      9 Locked 256QAM 8 825.00 MHz 8.20 dBmV 40.95 dB 23707 3352
      10 Locked 256QAM 9 831.00 MHz 8.00 dBmV 40.95 dB 24708 5228
      11 Locked 256QAM 10 837.00 MHz 7.90 dBmV 40.95 dB 25357 9086
      12 Locked 256QAM 11 843.00 MHz 7.80 dBmV 40.95 dB 22830 4559
      13 Locked 256QAM 12 849.00 MHz 8.00 dBmV 40.95 dB 23915 8329
      14 Locked 256QAM 13 855.00 MHz 8.00 dBmV 40.95 dB 22229 6904
      15 Locked 256QAM 14 861.00 MHz 8.10 dBmV 40.95 dB 19973 2547
      16 Locked 256QAM 15 867.00 MHz 8.10 dBmV 40.37 dB 18073 2125
      17 Locked 256QAM 16 873.00 MHz 8.10 dBmV 40.95 dB 18765 3912
      18 Locked 256QAM 17 879.00 MHz 8.00 dBmV 40.95 dB 16767 1555
      19 Locked 256QAM 18 885.00 MHz 8.00 dBmV 40.95 dB 20869 3613
      20 Locked 256QAM 19 891.00 MHz 7.90 dBmV 40.95 dB 27591 7020
      21 Locked 256QAM 20 897.00 MHz 7.90 dBmV 40.37 dB 24523 10712
      22 Locked 256QAM 21 903.00 MHz 7.80 dBmV 40.95 dB 24621 24422
      23 Locked 256QAM 22 909.00 MHz 7.80 dBmV 40.95 dB 24325 20907
      24 Locked 256QAM 23 915.00 MHz 7.70 dBmV 40.95 dB 23351 26972
      25 Locked 256QAM 24 921.00 MHz 7.90 dBmV 41.90 dB 3583 2203
      26 Locked 256QAM 25 927.00 MHz 8.10 dBmV 41.90 dB 2492 2662
      27 Locked 256QAM 26 933.00 MHz 8.10 dBmV 41.10 dB 2412 2087
      28 Locked 256QAM 27 939.00 MHz 8.30 dBmV 40.40 dB 4670 2299
      29 Locked 256QAM 28 945.00 MHz 8.30 dBmV 41.90 dB 4841 2459
      30 Locked 256QAM 30 957.00 MHz 8.10 dBmV 40.40 dB 10671 2673
      31 Locked 256QAM 31 963.00 MHz 7.90 dBmV 41.10 dB 9694 1731
      32 Locked 256QAM 32 969.00 MHz 7.70 dBmV 41.10 dB 10160 1905

      Upstream Bonded Channels
      Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
      1 Locked ATDMA 3 5120 kSym/s 30.40 MHz 42.25 dBmV
      2 Locked ATDMA 4 5120 kSym/s 36.80 MHz 42.25 dBmV
      3 Locked ATDMA 2 5120 kSym/s 24.00 MHz 42.25 dBmV
      4 Locked ATDMA 1 5120 kSym/s 17.60 MHz 42.00 dBmV
      • Dave9's avatar
        Dave9
        Contributor III
        4 years ago

        Do you normally see uncorrectable counts that high? The only time it's normal to see that level of uncorrectables is after maintenance was done on the line or on the node. Try resetting the modem and see if the uncorrectable count continues to increase. If it does, that's not normal. I think it might be due to maintenance due to the partial service event in your logs from 3 AM.

        For comparison, outside of maintenance times, I get a total of about 10 uncorrectables per year (my downstream connection is basically flawless). So it is definitely not normal to see over 75,000 during the course of a day.

        Having 2 T3 timeouts in 2 days isn't ideal but it's not frequent enough to definitely point to an upstream noise issue. You'll need to keep gathering information until a pattern becomes evident.