Hi all,
I'm looking for some advice on some persistent internet issues over the past month or two.
The facts/symptoms:
On the Premier plan (120/12) with a SB6141 modem
Download speeds are always right around the advertised rate
Uploads speeds are usually around the advertised rate but regularly drop to 1-2 mbps
My signal levels (attached) seem to be within spec
Using PingPlotter and similar tools, I often see ~1% packet loss even when speeds are ok
When the upload speeds get painfully slow (few hundred kbps), packet loss can climb as high as 10-20%
The packet loss and upstream slowdown seems to come in waves, it'll come and go randomly
The packet loss seems to be on the upstream path, programs like Teamspeak are detecting output packet loss on my end but no input packet loss is noted
Cox is seeing the packet loss with their monitoring tools
I have now had two techs out to look into this but the problem was, of course, not manifesting itself while they were here. The following work/troubleshooting has already been performed:
Replaced the line from the tap to the house (~100ft drop)
Replaced the splitter
Checked signals at the tap/house/modem, no significant issues. The second tech noticed a small amount of ingress from one leg on the splitter (connected to TV w/o cable box). He installed a filter on that leg.
I have personally tried disconnecting everything but the modem at the splitter, this had no effect on the problem
Have also tried directly connecting the modem to multiple PCs, this had no effect
I now have a third tech coming out tomorrow and am really hoping they will be able to get to the bottom of this. The phone support employee that I spoke with last mentioned that my upstream SNR was out of spec ("in the red").
Is there anything else I can do to help troubleshoot this issue before the tech comes out? What would even cause a low upstream SNR? It's getting very frustrating having such a poor quality connection...
Thanks in advance for any help!
Edit 2/15:
Third tech came out, said signal levels were "perfect" and left. His only recommendation was to replace the modem.
I bought a replacement SB6141 modem to rule that out and still had the same packet loss issue. I will be returning this modem and have already hooked up my old one.
Phone support is seeing packet loss on their end still, 6% in the last ping test. I got referred to tier 2 and they're having another tech come out today.
Edit #2 2/15:
Spoke with the tech supervisor, they're going to be closely monitoring my line over the next few days. They'll get back with me in ~3 days unless they notice something sooner.
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