US Cable Support > Cox HSI > [AZ] Huge latency and packet loss issues in the Valley Area

[AZ] Huge latency and packet loss issues in the Valley Area

I have been experiencing this for everything I do, not just gaming. I have been through the whole power cycle the cable modem, etc bit.

I even thought that maybe my wireless connection was the issue, but even connecting up with ethernet doesn't change the issue. Even the speed tests via Cox's website are showing a huge amount of latency.

reply to Shina
Posting this for the benefit of anyone else that might have had this issue (it's rather specific as the signal would have to be routed through Cognet servers but for those who have it, it's devastating):

Spoke for two hours today on the phone with Cox "Tier II" technicians about the issue. Was informed that the cause of the swap back could be due to some sort of software update in the area that inadvertently rolled back the pathing specification, because the change that fixed it wasn't "saved" permanently and thus could be overwritten. He didn't claim with authority that this is what did happen, but implied it was a very possible cause. That said, none of the technicians I was able to reach knew how to switch the pathing back to something that works, knew of no one who knew how to do this, and could not find any notes on file about the incident from a month ago.

And yet, when this issue occured a month ago, someone at Cox was indeed able to get the routing switched to resolve the issues.

I basically took the same steps on the phone as I did last time when a resolution was attained. I have no idea what to do and am at my wit's end with this problem ; if anyone has an idea of how to proceed I would greatly appreciate the advice.

how did you get to talk to a Tier II technician? I am having this same issue sadly and would like to call to vent/report as well.

It took a good hour to get to one, but I have a history of legitimate internet issues and have always made a point of calling as soon and as often as possible until they are resolved because they directly impact my ability to make a living.

Chances are because this is an issue that they've had before, and fixed, and because I had extensive documentation of the nature of the problem (meaning the "reset your router and modem" step could be skipped), they put me through to a higher-level tech.

I'd like to emphasise that the tech I spoke to, whilst shedding some light on a probable cause for the change that triggered the issues, did not know how to fix it, nor did he know who to refer me to that could. My internet (as well as that of other people in the area) is not any better at present at all.

reply to Shina
So looking into this further I did a traceroute to another server and see that my second hop seems to be where the delay is happening.

tracert 70.84.211.97

Tracing route to 61.d3.5446.static.theplanet.com [70.84.211.97]
over a maximum of 30 hops:

1 7 ms 1 ms 1 ms xx.xx.xx.xx
2 1117 ms 1133 ms * 10.132.160.1
3 896 ms 868 ms 715 ms ip68-2-7-81.ph.ph.cox.net [68.2.7.81]
4 785 ms 789 ms 831 ms chndcorc01-te-0-15-0-0.ph.ph.cox.net [70.169.72.
56]
5 * 977 ms 1027 ms 70.169.75.153
6 1320 ms 1156 ms 1189 ms 68.1.5.129
7 1084 ms 1123 ms 1104 ms xe-1-0-0.bbr01.eq01.pal01.networklayer.com [50.9
7.16.17]
8 1137 ms 1179 ms 1215 ms ae3.bbr02.eq01.sjc02.networklayer.com [173.192.1
8.242]
9 991 ms 991 ms 899 ms ae0.bbr02.cs01.lax01.networklayer.com [173.192.1
8.151]
10 837 ms 847 ms 524 ms ae7.bbr01.cs01.lax01.networklayer.com [173.192.1
8.166]
11 462 ms 873 ms 877 ms ae19.bbr01.eq01.dal03.networklayer.com [173.192.
18.140]
12 972 ms 1007 ms 1085 ms po31.dsr02.dllstx3.networklayer.com [173.192.18.
227]
13 1172 ms 1237 ms 1296 ms po32.dsr02.dllstx5.networklayer.com [70.85.127.1
10]
14 827 ms 825 ms 854 ms 61.d3.5446.static.theplanet.com [70.84.211.97]

Trace complete.

Now if I trace back from that server to the first internet routable Cox address, 68.2.7.81, the latencey is non existent, comparitively speaking.

Tracing route to 68.2.7.81 [68.2.7.81]...

hop rtt rtt rtt ip address fully qualified domain name
1 1 1 1 70.84.211.97
2 0 0 0 70.87.254.1
3 0 0 0 70.85.127.105
4 0 0 0 173.192.18.224
5 0 0 0 70.167.150.133
6 50 50 50 68.1.3.115
7 59 48 59 70.169.75.158
8 43 42 43 70.169.73.67
9 52 52 52 68.2.7.86
10 54 54 54 68.2.7.81
Trace complete

reply to Shina
Shina,

I to have Cox, and live in the Valley. I have same issues that started Jan 9th Connecting to Blizzard's Chicago Data server. My ping plotter results look nearly identical to yours so I won't bother posting them. I have spoken to 4people, and had someone come out to my house, and all they say is "your levels look good"

I also remember the issues a month ago with cognet servers, and am baffled that they are using them again.... I

Prishe -

You may find this thread interesting
»us.battle.net/wow/en/forum/topic···8?page=1

I did not start it, but it does describe our issue. I do play on the Chicago datacentre and that does to be the most affected server cluster. It's not the only one, but it appears to make the most use of Cognet, which seems to result in the worst packet loss/latency issues.

reply to Shina
Yea I saw that thread, It is reassuring to know everyone in AZ is being affected...

Can't wait to endlessly call Cox tomorrow, until they give me a tech that doesn't say "Unplug your modem, wait 30sec, plug it back in"

Nothing worse then being able to to do the peon's job better then them

reply to g33kd0m
With that high of a latency at your second hop you probably have a signal level problem..

reply to Shina
Shina,

Could you register and PM so I can look into this for you? Also, as an FYI any Tier I or Tier II tech support rep won't be able to make any changes to backbone peering routers so continually calling them won't do much good. The engineers are the ones that have access to investigate and correct any issues on those routers which we'll need to have investigate.

Thanks,
--
Chris@Cox Communications Arizona

reply to Shina
I have the same issue.

Tracing route to 63.240.161.189 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 9 ms 9 ms 9 ms wsip-184-178-205-34.ph.ph.cox.net [184.178.205.34]
4 13 ms 11 ms 11 ms 70.169.75.84
5 * 10 ms 9 ms 70.169.75.153
6 * * 25 ms langbprj02-ae2.rd.la.cox.net [68.1.1.19]
7 22 ms 21 ms 22 ms te0-0-0-21.ccr22.lax05.atlas.cogentco.com [38.104.84.13]
8 21 ms 24 ms 20 ms 154.54.88.198
9 58 ms 57 ms 57 ms te0-2-0-3.ccr22.iah01.atlas.cogentco.com [154.54.45.1]
10 64 ms 64 ms 63 ms te0-0-0-6.ccr22.dfw01.atlas.cogentco.com [154.54.3.177]
11 73 ms 73 ms 80 ms te0-3-0-6.ccr22.mci01.atlas.cogentco.com [154.54.46.209]
12 85 ms 85 ms 86 ms te0-5-0-4.ccr22.ord01.atlas.cogentco.com [154.54.45.150]
13 85 ms 86 ms 85 ms te0-1-0-5.ccr22.ord03.atlas.cogentco.com [154.54.5.2]
14 98 ms 99 ms * 192.205.37.173
15 102 ms 99 ms 99 ms cr1.cgcil.ip.att.net [12.122.84.54]
16 * * 97 ms gar3.cgcil.ip.att.net [12.122.132.213]
17 100 ms 98 ms 100 ms 12.122.251.22
18 104 ms * 100 ms 63.240.130.214
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

This all started when Cox switched to using Cognet-hosted servers to route signals, and I don't appear able to convince someone that the path needs to be re-routed, or they to stop using Cognet.

My only recourse appears to drop Cox, but I thought I would come here first. Have received help before, maybe lightning can strike twice.

reply to AZHSISUPPRT2
having the same issue as well as many other people in the area it seems. i can post my tracert / pingpath if necessary.

reply to Shina
I've been having the same issue as well. I'm connecting to the LA datacenter for WoW, and the ping is still terrible.

My traceroute:

1 1 ms 1 ms 1 ms HELMSDEEP [192.168.1.1]
2 8 ms 8 ms 9 ms 10.52.64.1
3 11 ms 10 ms 10 ms wsip-184-178-205-96.ph.ph.cox.net [184.178.205.96]
4 12 ms 15 ms 11 ms 70.169.73.45
5 10 ms 10 ms 11 ms mcdldsrj01-ae2.0.rd.ph.cox.net [70.169.76.225]
6 * * * Request timed out.
7 22 ms 25 ms 25 ms te0-7-0-21.ccr22.lax05.atlas.cogentco.com [154.54.13.129]
8 153 ms 155 ms 152 ms att.lax05.atlas.cogentco.com [154.54.11.10]
9 164 ms 167 ms * cr2.la2ca.ip.att.net [12.122.84.218]
10 162 ms 170 ms 163 ms gar20.la2ca.ip.att.net [12.122.128.181]
11 167 ms 165 ms 165 ms 12-122-254-238.attens.net [12.122.254.238]
12 159 ms 161 ms 160 ms mdf001c7613r0003-gig-12-1.lax1.attens.net [12.12
9.193.254]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

At this point I am considering using Centurylink if the problem continues. While their service is slower than what is offered by Cox, they are far more consistent and do not have the problems related to routing through terrible servers like Cogentco's.

reply to Shina

reply to Cifer

reply to Hazmat
The issue is not cox or cox's peering. The problem is the server provider is using ATT. ATT appears to have capacity issues.. I tracerouted to 63.240.161.189 from he.net in LA..

1 1 ms 1 ms 1 ms 10gigabitethernet1-1.core1.pao1.he.net (184.105.213.66)
2 1 ms 1 ms 13 ms sjo-bb1-link.telia.net (213.248.86.53)
3 5 ms 3 ms 3 ms 192.205.33.49
4 67 ms 56 ms 64 ms cr1.sffca.ip.att.net (12.122.200.10)
5 58 ms 66 ms 56 ms cr1.cgcil.ip.att.net (12.122.4.122)
6 81 ms 63 ms 132 ms gar2.clboh.ip.att.net (12.122.133.197)
7 66 ms 54 ms 57 ms 12.122.251.50
8 66 ms 53 ms 53 ms 63.240.130.214
9 * * * ?
10 * * * ?

Even if cox peered directly with ATT you would still see these problems. Go ahead and go to centurylink, you will find their support could careless or say they care but have no power to change anything. With COX at least they have some employees that attempt to address the issues of customers on this forum..

reply to Shina
Having the same issue with Cox Comm and WoW in the Benson area (45 miles east of Tucson). This only happens with WoW, none of my other games, programs, computers are having this issue. I normally connect to the Rampage battle group, but for grins I connected to Stormstrike and while the latency was manageable it was definitely higher than it was two weeks ago.

reply to Shina
Same problem, I am seeing 24% packet loss at my Glendale office.

reply to Shina