I have a home office business internet connection with Cox (in Oceanside, CA), and it's been rock solid - except last week, starting around Friday I started seeing packet loss (while pinging both Google's public DNS servers and Cox's gateway). I called Cox support and they reset my modem and then re-provisioned it, and then told me to monitor. That next morning it started acting up again, so I called again and this time got them to schedule a technician. Technician came on Monday, said signal looks fine, everything's fine, but my modem is older (not Docsis 3.1) so he upgraded it to a SB6183. Things seemed fined until this morning when packet loss started yet again.
I've removed my router and plugged right into the modem to try and eliminate variables. Still dropping packets randomly. And of course when I've called in, the packet loss goes away.
The last person I spoke to today, I begged them for some other way to help, they said they could do a 24hour monitoring session and call me with the results, so they're doing that now.
With all that said, does anyone have any ideas on what could be happening here? The packet loss is happening even when nothing is using the internet, just performing the pings. Everything had been great until last Friday (and I haven't changed anything on my end). Modem coax goes right to side of house into Cox's main feed. Signal levels look great, no uncorrectables:
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 82 837000000 Hz 0.7 dBmV 40.7 dB 0 0
2 Locked QAM256 81 831000000 Hz 0.7 dBmV 40.6 dB 0 0
3 Locked QAM256 83 843000000 Hz 0.4 dBmV 40.2 dB 0 0
4 Locked QAM256 84 849000000 Hz 0.9 dBmV 40.8 dB 0 0
5 Locked QAM256 85 855000000 Hz 1.4 dBmV 41.0 dB 0 0
6 Locked QAM256 86 861000000 Hz 1.4 dBmV 41.2 dB 0 0
7 Locked QAM256 87 867000000 Hz 0.8 dBmV 40.9 dB 0 0
8 Locked QAM256 88 873000000 Hz 1.0 dBmV 40.9 dB 0 0
9 Locked QAM256 121 927000000 Hz -0.1 dBmV 40.3 dB 0 0
10 Locked QAM256 122 933000000 Hz -0.8 dBmV 40.2 dB 0 0
11 Locked QAM256 123 939000000 Hz -0.8 dBmV 40.2 dB 0 0
12 Locked QAM256 124 945000000 Hz -0.4 dBmV 40.3 dB 0 0
13 Locked QAM256 125 951000000 Hz -0.8 dBmV 40.2 dB 0 0
14 Locked QAM256 126 957000000 Hz -1.5 dBmV 40.1 dB 0 0
15 Locked QAM256 127 963000000 Hz -1.5 dBmV 40.1 dB 0 0
16 Locked QAM256 128 969000000 Hz -1.5 dBmV 40.1 dB 0 0
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 25800000 Hz 37.5 dBmV
2 Locked TDMA and ATDMA 1 2560 Ksym/sec 17600000 Hz 35.9 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 32200000 Hz 37.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 38600000 Hz 37.5 dBmV
Ping log:
Reply from 70.167.72.193: bytes=32 time=23ms TTL=254
Reply from 70.167.72.193: bytes=32 time=19ms TTL=254
Reply from 70.167.72.193: bytes=32 time=19ms TTL=254
Reply from 70.167.72.193: bytes=32 time=11ms TTL=254
Reply from 70.167.72.193: bytes=32 time=20ms TTL=254
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=18ms TTL=254
Request timed out.
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=44ms TTL=254
Reply from 70.167.72.193: bytes=32 time=29ms TTL=254
Request timed out.
Reply from 70.167.72.193: bytes=32 time=11ms TTL=254
Reply from 70.167.72.193: bytes=32 time=27ms TTL=254
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=27ms TTL=254
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=34ms TTL=254
Reply from 70.167.72.193: bytes=32 time=39ms TTL=254
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=12ms TTL=254
Request timed out.
Reply from 70.167.72.193: bytes=32 time=31ms TTL=254
Reply from 70.167.72.193: bytes=32 time=23ms TTL=254
Reply from 70.167.72.193: bytes=32 time=21ms TTL=254
Reply from 70.167.72.193: bytes=32 time=36ms TTL=254
Request timed out.
Reply from 70.167.72.193: bytes=32 time=7ms TTL=254
Request timed out.
Request timed out.
Reply from 70.167.72.193: bytes=32 time=18ms TTL=254
Reply from 70.167.72.193: bytes=32 time=23ms TTL=254
Reply from 70.167.72.193: bytes=32 time=13ms TTL=254
I just don't know how else to get Cox to diagnose this/not act like I'm crazy.
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