WiFi Disruptions Nightly
In the past few weeks I have lost my TiVo connection as COX doesn't support cable cards for those anymore, so I was forced to Contour and Panaramic WiFi. I will miss the TiVo, but the Contour surpris...
Forum Discussion
so I know something in the area is interfering
ethernet connected computer doesn't have this issue and it's specifically the wireless connection.
So you think it's something interfering with your wifi connection? If so, I don't think Cox can help you with that. Can't you run ethernet to your work computer? That's what I do. I don't think I could ever force myself to work on wifi.
I do have a wireless setup already, but that and COX Panaramic WiFi have the same issue.
Can you explain? Do you have a Panoramic gateway AND your own wifi router? If so, that could be a problem. How is it set up?
Honestly it's more for freedom. Sure I could use ethernet but I'd be stuck in the office. This lets me move about.
I guess you could say I have both. I have three routers (TP-Link Deco) that are in a mesh. Each has four ethernet connections which is handy. The new connection is with a modem they added in the living room. My actual modem is in the office in the back of the house. Again I hear what you're saying, but the interference disappears after a few hours so it has to be something in the area.
I appreciate COX replying though. Maybe something will come from that.
So this morning I was noticing extreme packet loss on my WiFi so I checked my PC directly connected the router and I'm seeing the same packet loss. So of course I bypassed my router and wouldn't you know it? I am experiencing the same packet loss. Go figure. Previously I was posting via my cell, but now I'm on my PC and I've confirmed I'm not getting a NAT'd IP, so this either my modem (it's a COX modem - ARRIS TM3402A 8x32 I believe) or something else is going on. At present I don't have the latency, but here's a brief snippet of what I was seeing this morning and this is AFTER I moved directly to the modem and took my routers out of the mix. Keep in mind I've seen responses of almost 4000ms (4secs) which is always wonderful.
To answer your questions earlier: Yes I can see why you'd think it was my routers and/or WiFi connectivity, but even without WiFi connected I'm seeing the same thing, so clearly something else is happening. I really hope someone from COX actually looks at this, because as far as I'm concerned, as much as it's been happening this is unacceptable and I can barely do my job.
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Reply from 8.8.8.8: bytes=32 time=25ms TTL=116Hello, the purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need for someone to look into your account personally due to the connection issues you have expressed. We can definitely assist you with this. Please reach us on Twitter at CoxHelp, visit us on Facebook, or email by at cox.help@cox.com anytime for assistance. We are always happy to help.
Thank you DannyS. I have already done that via email and received no response. Either way I understand. Feel free to close this thread if you need to.
so I checked my PC directly connected the router and I'm seeing the same packet loss.
So now you are getting packet loss on wired? Direct to the modem no less. When did this change? I thought you said your wired connections were good. That's what made me think it was a wifi issue.
Try running "tracert 8.8.8.8". That should show you where the packet loss is occuring. If it's the first hop when connected direct to the TM3402, then it's between the modem and Cox and seeing your signal levels will help. If the problem doesn't happen all the time, try using Pingplotter. This shows things like latency spikes and packet loss over time. You can share the data by going to File > Share > Create sharing page. It shouldn't show anything private, but if you are concerned, don't post it here but share it with Cox. That should show them when and where the problem is happening.
I believed it was a WiFi issue, but today I decided to bypass my routers and test it and sure enough, when I see packet loss on COX-WiFi I'm also seeing it on the ARRIS. I have been running a direct ping for a while, but a traceroute is probably a good idea. It seems to be calming down right now, but you can still see a few timeouts here and there.
tracert -d 8.8.8.8
Tracing route to 8.8.8.8 over a maximum of 30 hops
1 8 ms 9 ms 7 ms 10.96.8.1
2 8 ms 8 ms 17 ms 100.127.78.98
3 12 ms 13 ms 20 ms 100.120.100.40
4 * * 25 ms 68.1.1.13
5 * 23 ms 22 ms 72.215.224.173
6 24 ms 22 ms 23 ms 172.253.51.23
7 * * 22 ms 209.85.250.77
8 23 ms 23 ms 23 ms 8.8.8.8Trace complete.
*************************
I will grab Pingplotter as that's a good idea. I do see quite a few uncorrectables on the ARRIS, so that points to a possible issue and maybe a node split is needed, but just throwing it out there. Here is the screenshot you have requested to give an idea:
I did clear the counters right after taking that and haven't seen any re-occurrences so far. I'm going to grab Pingplotter and try to get more details. It's so intermittent it's hard to determine where the issue is. The SNR looks good, so maybe it's the modem itself? All I can do is replace it and go from there I suppose. I am grateful for your responses though.
The new connection is with a modem they added in the living room. My actual modem is in the office in the back of the house
Can you explain that? You should only have one "modem", or one device that coax connects to. It may be either a stand alone modem(like the TM3402) or a modem/router combo(AKA gateway) like the Panoramic CGM4331. You may have both, but only 1 device should provide internet. The TM3402 is a internet/phone modem(eMTA) so maybe they have your internet through the CGM4331 and your telephone through the TM3402? The reason this is important is because if you have your router(Deco) connected to the CGM4331 then you could be under what is called double NAT which can cause some issues. The solution is to either put the CGM4331 in bridge mode, or the Deco in AP mode. Which one you do depends on which one you want to be managing your network. If you have some forms of Cox TV(IPTV) or Homelife, then you want the CGM4331 managing it. Otherwise, probably better for the Deco to do it.
However if they SWITCHED you from the CGM4331 to the TM3402, that is different. Do you have any problems with your phone when you have the packet loss? Probably not loss of dial tone, but do people complain you sound like a robot or they sound like a robot? If so, then that isolates it to a Cox issue. Try posting your modem's signal levels. You can find them by entering 192.168.100.1 in your browser. If it asks for a login, try admin/password or admin/admin or try them blank. There should be a section with downstream and upstream signal levels. Post a screenshot.
Okay. The one in the living room is a CGM4141 and you know the ARRIS in the office. The phone is running through the ARRIS. There is no RJ11 plugged into the CGM4141. Just coax and power.
Hi, JeRrYFaR.
To have a better understanding of the trouble you're having I think we're going to need to take a look at your account to see how your equipment is configured on our end. I tried locating your account using your forum credentials, but it seems the email address you log into forums with is not associated with your Cox account. Could you try emailing us again at cox.help@cox.com with your account info, the details of the trouble and a link to your forum post?
