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RE: I need help from COX higher ups!

December 20, 2017, 10:33 pm
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I have taken the liberty of contacting NTT Communication's NOC directly. The thread is below.

My email to noc@us.ntt.net:

Hello,

I'm a customer of both a local ISP providing my home internet (Cox Communications) and a hosting company providing virtual servers (Linode). I'm seeing a consistent ~3% packet loss between my ISPs network and my hosting company's network, specific to us.bb.gin.ntt.net nodes. At the end of the email is WinMTR output which should be able to help you narrow down source of the packet loss.
This problem is referenced several places online, mostly relating to online gaming (bottom of email). My issue is related to a VoIP service I provide which is degraded due to packet loss.
I don't have a direct relationship with NTT Communications but am hoping someone actually monitors this NOC email and can at least acknowledge that they've received this and are investigating.


From one overworked IT Professional to another, thank you for your time.


- Caesar Kabalan
WinMTR Output:
Online references to this issue:
- http://forums.cox.com/forum_home/internet_forum/f/5/p/19556/72581.aspx
- https://twitter.com/CaesarKabalan/status/943695400191455233
- https://forums.elderscrollsonline.com/en/discussion/384894/disconnections-due-to-package-loss-in-ntt-americas-node
- http://forum.square-enix.com/ffxiv/threads/354155-Unstable-connection-with-Cox-ISP
- https://us.battle.net/forums/en/overwatch/topic/20759596609
- https://www.reddit.com/r/ffxiv/comments/7ibxj3/psa_something_going_on_in_the_chicago_area_for

Their response (15min later):

Hello Caesar,

Unfortunately if you are not an NTT customer we can't support you, please open a ticket with your ISP or hosting company and have them escalate to us.

Thanks,

Carrie

My Reply:

Hi Carrie,

Thank you for the response. I will continue to attempt to do so.

Can a Cox Employee comment on this? There is obvious packet loss on the NTT network. Cox is directly peered with the NTT Communications network. You are the only ones who can open a support ticket. If the Cox forums are not the optimal place to escalate this, please let me know where I can escalate.

Thank you for your time.

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I need help from COX higher ups!

December 20, 2017, 10:36 pm
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When playing my favorite game even during non high traffic times i am getting terrible lag and have determined it is packet loss on infrastructure owned by NTT in California. I realize that this is not property owned by Cox but they will not listen to me as i am nobody to them. They will however listen to someone at COX if they submit a ticket to them. 

Here is my proof.

Tracing route to 204.2.229.9 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms READYSHARE [192.168.1.1]

2 13 ms 9 ms 11 ms 10.39.120.1

3 12 ms 10 ms 11 ms 100.127.73.174

4 11 ms 11 ms 11 ms 70.169.73.196

5 25 ms 20 ms 23 ms langbprj02-ae1.0.rd.la.cox.net [68.1.1.14]

6 23 ms 23 ms 21 ms ae-7.a00.lsanca20.us.bb.gin.ntt.net [129.250.194.165]

7 58 ms * 47 ms ae-3.r01.lsanca20.us.bb.gin.ntt.net [129.250.2.233]

8 41 ms 40 ms * ae-8.r23.lsanca07.us.bb.gin.ntt.net [129.250.6.48]

9 46 ms * 48 ms ae-12.r22.snjsca04.us.bb.gin.ntt.net [129.250.4.150]

10 * 46 ms 49 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121]

11 52 ms * 58 ms ae-2.a00.snjsca04.us.bb.gin.ntt.net [129.250.3.58]

12 48 ms * 49 ms xe-0-0-42-1.a00.snjsca04.us.ce.gin.ntt.net [129.250.195.42]

13 * * * Request timed out.

14 49 ms 50 ms 49 ms 204.2.229.9 Trace complete.

As you can see the packets I send from my router to the server are being dropped after they leave Cox's infrastructure and enter NTT's. I realize this is not the fault of COX however NTT will only listen to a complaint from COX, not me. This has been an ongoing issue for weeks now and is making my game unplayable. If someone at COX could make a formal and official complaint to them and at least get some feed back or a time frame of how long it would take to fix the issue it would be greatly appreciated! 

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RE: I need help from COX higher ups!

December 20, 2017, 10:36 pm
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Hi, everyone.

Our Network Operations Center investigated this last night and found no problems. I've been tracing to 204.2.229.9 and have not seen any loss occur. Since latency doesn't increase where you're seeing timeouts I suspect this is merely a result of traffic prioritization. If you do see any loss occurring on the game servers it would be best to contact the game support directly.
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RE: Intermittent Lag in online game

December 20, 2017, 11:00 pm
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Hi ColleenD,

Is your test traffic transiting hops ending in us.bb.gin.ntt.net?

We've seen evidence of this issue from multiple Cox users to multiple downstream service providers (game servers, VoIP services, personal servers, etc). This is not an issue with any specific Cox customer or any specific internet service/website. There is a systemic issue with packet loss on a network Cox is peered with. Unfortunately as Cox customers we have no ability to troubleshoot routing issues through your environment and peered networks only you can do that. We don't get to pick our routes or which peers we transit; however we trust you as an ISP to pick peers which deliver reliable service.

To be clear, I don't think anyone here thinks anything is wrong with Cox, but you are the only ones able to solve this issue for us by holding NTT accountable for their network reliability.

Can we please have this looked at again or at least open a dialog with NTT to have them investigate a potential issue with packet loss on hops in THIS link?

I am having conversations with my hosting provider to see if they can escalate to NTT as well. I am an experienced IT professional and am willing to help out any way I can. 

Thank you for your time.

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RE: Intermittent Lag in online game

December 20, 2017, 11:12 pm
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Hello, We seen your other post showing a tracert defining the packet loss. We need some information from you so we can pull up the modem so we have a starting point to look into this for you. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com with a link to this tread. Provide us the name on the account with the full service address with a link to this thread so we can get started.
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Cox installation not performed correctly and needs to be rewired, Cox wants to charge me another installation fee.

December 20, 2017, 10:53 pm
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Hi,

I have just spoken with an agent and was informed that I would be charged another $75 full installation fee to have a technician come out and fix a poor installation job that should have been done correctly the first time that I paid for it.  I will explain the situation here.

The previous homeowner(s) had services installed through AT&T as well as cable which may or may not have been Cox, I'm not sure. When the technician came to do the installation for my internet service the job was done very poorly, reusing and re-purposing old, worn and low quality wiring for my new internet service. There is a ridiculous hodgepodge of wires running from an old box attached to the side of my house where it appears one of the old cables was connected to the node that provides my Cox service. This cable runs from that box, into another box, and then into a three-way splitter, and then to my modem.  I have absolutely no need for this wiring nor do I need a splitter as I have only Cox internet service.  This is causing uneccessary and very inconvenient interference with the quality of my connection including massive, constantly fluctuating latency spikes of 1200-2000+ms as well as packet loss and is causing my connection to fluctuate wildly from one moment to the next.  What should have been done (and I should have watched him to make sure it was done correctly) is that ONE cable should have been run directly from my Cox node straight to my modem.  Instead I have a nightmare of wires going all over the place, poorly ground, with old, worn, crimped coaxials and a splitter that exists there for who knows what reason.  Why is there a splitter to begin with, there is a random cable split off from it running to absolutely nowhere as I have no other services and there should be only one coaxial. 

 I need a technician to come out and redo this installation correctly using new equipment as it should have been done the first time, and I am not paying another $75 charge to have something fixed that was done incorrectly.  All I ask is that my internet service be installed the right way, as it should be, with ONE (new) coaxial cable run directly from the node to my modem.  This is not what I paid for the first time and I am absolutely not going to pay more money to have someone come out and do it correctly.  I was told that I had the option of paying another $75 installation fee which I will not do, or sign up for a tech support service for $10/mo which I do not need.  That is not acceptable.  This is not my problem, this is Cox's problem, and Cox is the one that should be fixing it.  I could not tell you why the technician chose to botch this job the way that he did but I am in no way to blame for it and I do not deserve to be charged money to fix it.  The first technician that came to do the install looked at it for five minutes and then said he didn't have the proper equipment, leaving me to have to reschedule for another visit which was ridiculous to begin with, and the next technician apparently decided he would just throw something together and call it a day.  Like I said, unacceptable. 

This installation needs to be redone from the ground up using the proper, quality equipment, and the necessary equipment should be brought along the first time.

Thank you.

- J.R.

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RE: Cox installation not performed correctly and needs to be rewired, Cox wants to charge me another installation fee.

December 20, 2017, 11:37 pm
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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. We can definitely be able to assist you with this. If you are needing help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.
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RE: Why is Cox email marking acceptable email as "Spam"?

December 20, 2017, 11:53 pm
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Hello Taffeys,

We would need to take a closer look at your email account.  Please email us at cox.help@cox.com with your full name, street address, and the email address affected.  Also, include a link to this post.  The emails that are being tagged as SPAM, are they from the same domain?  Please share in the email what email addresses are being tagged as SPAM.

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RE: Unknown MAC address on my Cox Modem's Wireless Network

December 21, 2017, 3:34 am
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Mike504th,

We will need the account to review and address your concern. Please email us at cox.help@cox.com with the account details and a link to this post.

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Unknown MAC address on my Cox Modem's Wireless Network

December 21, 2017, 1:07 am
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I just noticed an unknown device (weird MAC Address of 00.00.ca.01.02.03) connecting to my Cox-issued internet modem's wireless network. I have every device of mine labeled on my network monitoring software, but this one appeared in the last week. I've turned off every device, but it still connects (so something is connecting with the password). Weird IP address as well, ending in .252. I went in today and got a replacement modem (same model, both are Arris). No weird devices....until about 2 AM, when the same weird MAC address suddenly appeared. New modem, new password, everything. Anyone have an idea what I'm looking at?
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RE: Intermittent Lag in online game

December 21, 2017, 7:15 am
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Hi DannyS,

I have sent the following email to cox.help@cox.net. I will post updates in this thread.

Hello,

I was directed by a Cox Forum moderator to contact this email to start a troubleshooting process.

The summary is that multiple Cox customers are reporting packet loss to multiple internet services (game servers, VoIP services, personal servers, etc). The issue has been tracked down to packet loss between Cox and these providers through a peered network run by NTT Communications. We need someone to troubleshoot this issue and open a ticket with NTT to have them investigate packet loss on their network.

You may find details, traceroutes, WinMTR output, etc at the following URL:

http://forums.cox.com/forum_home/internet_forum/f/5/p/19509/72588.aspx

Account information:
[REDACTED]

Thank you for your time.

Thank you for your time.

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RE: 10th Day w/o Internet in New Orleans CBD

December 21, 2017, 9:54 am
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It's really a shame that there are a lot of lower level Cox tech support personnel that I have dealt with in Nebraska and Arizona who know about my issue and really want to help, but that the boots on the ground in LA keep dropping the ball on getting my Internet issue resolved.

I come from a customer service background, and the key to getting happy customers is empowering employees to follow-up and get actual results. Promises only go so far when you are supposed to be delivering a service. In fact, you are no longer a service provider if you can't provide the actual service, you are just a promise provider. You can't sell promises forever.

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10th Day w/o Internet in New Orleans CBD

December 21, 2017, 6:41 am
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I am now on my 10th day without Internet in the New Orleans CBD. I am now without hope that my issue will get resolved before my week off from work and the holiday break.

Shame on Cox for twice sending out subcontractors who show up late, don't know what they are doing and lie about resolving the issue.

Shame on Cox for autoclosing multiple tickets without resolving the issue.

Shame on Cox for field service technicians who don't resolve the issue within 96 hours.

Shame on Cox customer service supervisors who initially promise to call you with updates every day and then never call you again.

Shame on Cox for promising in public forums that they care about the issue, while ignoring it on the back end.

Shame on Cox. Shame on Cox. Shame on Cox.

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Why are ports blocked?

December 14, 2017, 5:06 pm
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http://forums.cox.com/forum_home/internet_forum/f/5/t/7680.aspx This thread (OPEN PORT 80)

says it's part of acceptable use policy....https://www.cox.com/aboutus/policies.html

I guess this Clause..

5. Servers. You may not operate, or allow others to operate, servers of any type or any other device, equipment, and/or software providing server-like functionality in connection with the Service, unless expressly authorized by Cox.

What gives you the right to specify that? 

I mean... there's certainly nothing preventing you from stating such things, it's a First amendment right of course... 

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RE: Why are ports blocked?

December 21, 2017, 11:15 am
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Are you telling us Cox is restricting ports OUTBOUND from your home? They prohibit "servers" on home connections, and block INCOMING ports in an attempt to enforce this. But outbound connections are wide open in my experience. How are you connecting to your work? As a security person surely you're using a VPN or at least SSH? I've never had an issue connecting to things outbound in a secure manner.

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RE: Why is Cox email marking acceptable email as "Spam"?

December 21, 2017, 4:06 pm
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So far today I have received 9 emails from different domains that were tagged as SPAM. Only one of these was suspect.

So the "No Spam filtering" setting does not work. Is that unique to my email account? 

I will contact cox.help@cox.com but there is no way I am going to list the over 50 emall addresses that have been incorrectly tagged as SPAM in the last few weeks. I have forwarded most of them to thisisnotspam@cox.net so Cox has that information already.

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internet speeds ***

December 21, 2017, 12:23 pm
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why is performance of your network so consistently *** now?  You guys throttling because i canceled video services?

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RE: internet speeds ***

December 21, 2017, 4:21 pm
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@LarryHerndon

If you currently having a technical issue please email to cox.help@cox.com your full address, primary name of the account holder, and details of the issue you're experiencing.

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RE: Not getting gigabit on gigablast

December 21, 2017, 4:36 pm
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@ToBeFrank

We like to check your signal levels from this end please email full address and the primary account holder name to cox.help@cox.com.

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Not getting gigabit on gigablast

December 21, 2017, 4:16 pm
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I just signed up for gigablast, and I have a suspicion that the signal to my modem (Motorola SB8200) is not great. I've done multiple speed tests that are inconsistent and usually around 500-600 Mbps (going from modem straight to laptop). I've tested both with the Cox speed test and dslreports. Additionally, I have T3 timeouts and Dynamic Range Window violations in my modem logs. I've also seen random reboots in my modem logs. Should I have a tech check out my signal?



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