So we're scheduled for saturday the 29th (tomorrow) to have the SIXTH 'line technician' come out and fix our TAP again, or whatever the issue is. Since November we've been having non-stop problems with unusually, painfully slow speeds and all this month, major packet loss to our first hop. (Pinging the modem shows perfect health, but that very first hop going anywhere just blows right up.)
They keep sending techs, supposedly, but they mark it 'complete' and nothing ever changes. They have sent NINE techs to our house and confirmed zero problems inside, replaced connectors, replaced modem, tested other modems. We even bought a Netgear CM600 under the technicians' suggestion that a 24x8 modem would be faster. That didn't do squat, we're still only bonding 16x4. The SNR seems good. The only thing reporting bad, and only as of this month, is channel 16 (903 MHz) with a crapton of correctable and uncorrectible issues, which it didn't do in previous months. The issue is affecting the entire subdivision, as my neighbors on Nextdoor are all reporting the same experiences for the same time. We have not once gotten even half what we're paying for, usually averaging 30-60 mbit at best. Packet lose ranges from very low 1% to unuseable over 20%, but is consistently occurring.
Modem: CM600, previously SB6183 and SB6141
Ultimate package (200mbit down, 20 up)
Very little difference in signals:
Procedure Status Comment
Acquire Downstream Channel 837000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv4 only
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 29 837000000 Hz 2.3 dBmV 39.5 dB 2 0
2 Locked QAM256 25 813000000 Hz 1.9 dBmV 39.4 dB 9 0
3 Locked QAM256 26 819000000 Hz 2.1 dBmV 39.5 dB 2 0
4 Locked QAM256 27 825000000 Hz 2.5 dBmV 39.7 dB 39 3
5 Locked QAM256 28 831000000 Hz 2.6 dBmV 39.7 dB 4 0
6 Locked QAM256 30 843000000 Hz 2.2 dBmV 39.3 dB 9 0
7 Locked QAM256 31 849000000 Hz 2.2 dBmV 39.5 dB 3 0
8 Locked QAM256 32 855000000 Hz 2.3 dBmV 39.7 dB 5 0
9 Locked QAM256 33 861000000 Hz 2.3 dBmV 39.7 dB 5 0
10 Locked QAM256 34 867000000 Hz 1.8 dBmV 39.5 dB 2 0
11 Locked QAM256 35 873000000 Hz 1.2 dBmV 39.1 dB 22 0
12 Locked QAM256 36 879000000 Hz 1.1 dBmV 39.1 dB 6 0
13 Locked QAM256 37 885000000 Hz 1.1 dBmV 39.3 dB 1 0
14 Locked QAM256 38 891000000 Hz 1.0 dBmV 39.3 dB 3 0
15 Locked QAM256 39 897000000 Hz 0.3 dBmV 39.0 dB 6 0
16 Locked QAM256 40 903000000 Hz -0.1 dBmV 38.6 dB 40536 135951
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 22600000 Hz 37.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 27500000 Hz 37.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 34000000 Hz 37.3 dBmV
4 Locked ATDMA 4 2560 Ksym/sec 38900000 Hz 37.3 dBmV
^ After 60 minutes of uptime.
Absolutely direct-line connection from modem to tap. We've even had them replace the line to remove connectors, much less anything else. NO taps, splits, not even a junction. It's pure and pristine, high-quality cable. Literally cannot get better.
Packet loss occurs on the first node on the hop after the modem, IE modem is 10.3.96.1 perfect, not one dropped packet to date, then COX-68-12-10-250-static.coxinet.net (68.12.10.250) is the first hop that gives problems. Sometimes this changes, but it's always losing packets in great amount.
Time/Date Packet Loss (%) Min/Avg/Max ping (ms) Speedtest % of package (If polled) 200/20
9:40 AM 1/27/2016 0.2% 4-8-18
11:10 AM 1/27/2016 0.1% 4-8-43
12:42 PM 1/27/2016 6.7% 4-9-35
2:10 PM 1/27/2016 2.2% 4-8-38
8:32 PM 1/27/2016 0.1% 4-15-248
8:53 PM 1/27/2016 0.1% 3-15-113
9:31 PM 1/27/2016 0.5% 4-13-474
11:31 PM 1/27/2016 0% 5-9-65
11:50 PM 1/27/2016 0.1% 5-10-107 33%/115% (66/23)
3:06 AM 1/28/2016 0.3% 5-8-77 39%/115% (78/23)
4:15 AM 1/28/2016 0.1% 5-9-111 38%/115% (76/23)
6:24 AM 1/28/2016 0% 3-8-23
8:07 AM 1/28/2016 0.8% 6-7-19 37%/115% (74/23)
10:14 AM 1/28/2016 2% 6-8-43 34%/105% (67/21)
7:38 PM 1/28/2016 0.4% 6-12-55 35%/115% (69/23)
8:59 PM 1/28/2016 0.1% 4-12-220 36%/115% (71/23)
10:11 PM 1/28/2016 20% 4-14-210 OFFLINE/CANNOT POLL
11:20 PM 1/28/2016 0.7% 4-10-75 26%/25% (53/5)
6:08 AM 1/29/2016 0.2% 6-8-148 36%/115% (76/23)
8:58 AM 1/29/2016 3.2% 4-10-169 38%/115% (76/23)
9:23 AM 1/29/2016 8.5% 9-22-225 30%/50% (60/10)
The above speeds are listed as a % of what we're paying for down/up, and the exact speed in mbit, as polled from Cox's own speed test, which they have told us is the only one they go by and also confirmed they should be much faster.
I've tried changing some TCP configuration but nothing seems to help, only hinder or have no effect, so I put them back to optimal defaults.
We're connected via Ethernet directly, as I know wireless can be unreliable.
Routers have been bypassed, no difference.
We don't have phone or TV, but other people in the subdivision do. TV seems fine but phone often cuts out, drops calls, or experiences breakup, echo, static, and generally is so bad it's notorious around here and has become a running gag- the only reception worse than a cell phone in a horror movie.
Hardware Version 1.01B
Firmware Version V1.01.06
Cable Modem Serial Number 4DF159W3005F3
CM Certificate Installed
CM MAC DC:EF:09:22:4E:18
We're at our wits end about this. I've had charter, comcast, wide open west, qwest, bellsouth... never have we had this much trouble and frustration, not even half of it. Comcast was downright pleasant compared to the number of promises broken, callbacks not returned, and generally unbelievably awful, insulting customer service and utterly unusable internet provided. Since November it has been a play-and-pray experience for even the smallest things. The entire subdivision seems convinced that Cox is intentionally sabotaging their existing customers to force them to want to upgrade to gigablast, which isn't even available yet. The techs on the phone have admitted that they can't do much about line techs because Cox does not maintain their lines, all line/maintenance techs are contracted out and all they can do is send emails. They only employ installation techs, and even those are being phased out for contractors. A supervisor admitted this to me last night while we were completely offline.
What do you have to do to get Cox to fix anything?
Edit: I'll continually update this post with test results as I check in during work breaks and such.
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