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sclose81's avatar
sclose81
New Contributor
6 years ago

random bumps off internet.... 2 tech visits and still no fix.

so I've gone through 3 modems ... an upgrade to gigablast.. 2 tech visits.. but before that used their app based chat assist  for help.. which really all they did was try to sell me a warranty every single time and no real assistance ... and for something that isnt happening in my home ( inside wiring )   . I stream and game  internet is always being used in my home the modem  will get  dropped from connection and have to reconnect to cox network.. first tech said it was inside wiring. he did his thing after showing up almost an hour late after his appt window, which I couldnt stay my wife was here.. i had to leave for work.. i called back for same issue within 48 hours.. second tech said there was an issue with MER from the Tap outside and it was bumped to engineering and would be resolved within 72 hours... this was a week ago. so here we are this early morning .. and I'm still getting drops in service..

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
30 Locked QAM256 957000000 Hz 1.1 dBmV 39.4 dB 6052 11880
1 Locked QAM256 783000000 Hz 2.2 dBmV 39.6 dB 10593 20987
2 Locked QAM256 789000000 Hz 1.9 dBmV 39.3 dB 7106 16645
3 Locked QAM256 795000000 Hz 2.2 dBmV 39.5 dB 7301 17060
4 Locked QAM256 801000000 Hz 2.4 dBmV 40.5 dB 7213 17302
9 Locked QAM256 831000000 Hz 1.8 dBmV 40.8 dB 8141 19915
10 Locked QAM256 837000000 Hz 2.2 dBmV 41.1 dB 7843 20039
11 Locked QAM256 843000000 Hz 2.3 dBmV 41.1 dB 8267 20834
12 Locked QAM256 849000000 Hz 2.0 dBmV 40.7 dB 8361 21339
17 Locked QAM256 879000000 Hz 1.0 dBmV 40.2 dB 10498 27463
18 Locked QAM256 885000000 Hz 0.5 dBmV 39.5 dB 12071 32447
19 Locked QAM256 891000000 Hz -0.1 dBmV 39.2 dB 12065 33234
20 Locked QAM256 897000000 Hz -0.1 dBmV 39.2 dB 12631 34617
21 Locked QAM256 903000000 Hz 0.3 dBmV 39.6 dB 12232 34068
22 Locked QAM256 909000000 Hz 0.4 dBmV 39.5 dB 12792 36069
25 Locked QAM256 927000000 Hz 1.1 dBmV 39.1 dB 12712 36021
26 Locked QAM256 933000000 Hz 1.1 dBmV 39.2 dB 12962 36105
27 Locked QAM256 939000000 Hz 0.9 dBmV 39.6 dB 13106 36428
28 Locked QAM256 945000000 Hz 1.2 dBmV 39.5 dB 12076 34623
29 Locked QAM256 951000000 Hz 1.1 dBmV 39.4 dB 12432 34348
33 Locked QAM256 345000000 Hz 0.6 dBmV 41.6 dB 0 0
34 Locked QAM256 351000000 Hz 0.8 dBmV 42.0 dB 0 0
35 Locked QAM256 357000000 Hz 0.4 dBmV 41.9 dB 0 0
36 Locked QAM256 363000000 Hz 0.0 dBmV 42.0 dB 0 0
37 Locked QAM256 369000000 Hz -0.3 dBmV 41.7 dB 0 0
38 Locked QAM256 375000000 Hz -0.6 dBmV 41.7 dB 5 0
41 Locked QAM256 393000000 Hz -0.1 dBmV 41.6 dB 14 0
42 Locked QAM256 399000000 Hz 0.3 dBmV 41.9 dB 0 0
43 Locked QAM256 405000000 Hz 0.3 dBmV 41.8 dB 58 0
44 Locked QAM256 411000000 Hz 0.7 dBmV 41.8 dB 24 0
45 Locked QAM256 417000000 Hz 0.5 dBmV 41.6 dB 64 0
46 Locked QAM256 423000000 Hz 0.4 dBmV 41.7 dB 83 0
159 Locked Other 288000000 Hz 4.4 dBmV 42.8 dB 33353344 0

I've been refreshing my modem by power cycling it .. to see how fast the errors show up to see if issues have been corrected..

anyone else getting this issue with their service.

6 Replies

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  • LisaH's avatar
    LisaH
    Moderator
    6 years ago
    Hi Sclose81. Based on the modem logs, we need to escalate your information. Please send an email to cox.help@cox.com along with this link, your complete address, and name on the account. Thanks, Lisa
  • khingora's avatar
    khingora
    New Contributor II
    6 years ago

    Hey man. I am on the same boat. I actually reverted to the old Arris because I thought it was that Panoramic WiFi (which they have replaced 3 times for me).  I drop out of games (specifically Starcraft and Overwatch), and also absurd lag spikes during games. I've had three techs come and they all do the exact same thing:

    1. Show up asking to replace the modem even though it was not on the order.

    2. Too lazy to check the lines.

    3. "I plugged this in and it's all green, so it's fine, right now I see no issues."

    So they leave, and I am stuck with the same problem.  This is insane because intermittent internet is most noticeable when gaming.  There's a lack of understanding, even with the techs, that these errors won't show when streaming (although my Spotify is also pausing). 

    Cox, please any help would be appreciated. I am about to start my own thread.

    • CurtB's avatar
      CurtB
      Valued Contributor III
      6 years ago

      Specifically ask for a Cox in-house tech and insist the line and equipment be checked, including at the pole.  Yes, you can always ask for a Cox in-house tech instead of a contract tech who may not even show up with a ladder.

      • OpenBSD's avatar
        OpenBSD
        Contributor II
        6 years ago

        Make sure you call and don't chat online when you make your request. I specifically requested a Cox data tech that works for Cox and not a contractor and guess who showed up at my house? A contractor. The problem with contractors is that they get paid by the job so the quicker they get done the better. They will cut corners to get the job done quicker. An actual Cox employee gets paid hourly so there is essentially no rush. Good luck on that though.

  • Recon's avatar
    Recon
    New Contributor
    6 years ago

    You might have a line problem? Old cable. Check the low channels on your TV if you have their service. If they are not as good as the higher ones--there you go.