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Hello, I am experiencing really bad packet loss and modem resets during normal business hours (e.g. 8am - 4pm). Internet works, but drops every few minutes. I've had two techs out. The first replaced some coax, and the signal to noise ratio improved enough that he called the issue fixed and left. The second tech came during a time in which the problem was not occuring. My monitoring shows that the internet starting working fine approximately an hour before he arrived, and stopped working fine about 30 minutes after he left. He insisted that my router was the problem, even though this problem occurs if I directly connect a PC to the modem, bypassing the router. When I told him this, he told me to buy a new cable modem. Again, I insisted that the problem isnt the modem, as it works fine during non business hours. I was then told that the farms in my area often cause problems with their equipment and this was the best service I would get. That is an unacceptable answer.
Here are the logs and diagnostics from my modem, at the present time.
The signal to noise ratio fluctuates wildly every time I refresh the page. I have seem it fall to 19 dB.
Any advice on how to get Cox to take this more seriously? Any help is appreciated.
I had a escalation technician come out last Wednesday the 6th. He immediately found the problem and demonstrated it to me. If he just tapped his screwdriver on it, the signal levels would fluctuate wildly. Told me the tap would need to be replaced and he would put in a work order, and it should be done over the weekend.
Well that work order never happened, and another technician came out on the 11th, and said "signal levels are fine, nothing is wrong." So now Cox won't fix the problem and I'm left extremely frustrated. Is it common for Cox to just ignore your technicians and refuse to replace your broken equipment?