You're Not Crazy It's Happening To Everyone
I can't read one more. I can't read one more post that says, "my modem drops dozens of times a day, and comes back up minutes later, sometimes it's unusable for HOURS, I've rebooted, and reset, and refreshed, and I've replaced ALL of my equipment, I've called Cox dozens of times, techs have visited my house over and over, and it's STILL HAPPENING, EVERY DAY." It's not a user-end issue, and I can't believe that with ALL OF THESE IDENTICAL REPORTS (and you can add mine - identical), that Cox is just plum mystified (and always, EXTREMELY RETICENT TO ISSUE ANY KIND OF CREDIT FOR THEIR BREACH OF CONTRACT). It's too much. That's enough. The Federal Communications Commission is there to protect consumers from this fraud and abuse, and by God, I'll be calling on them to do so. Investigative journalists live to expose greed and corruption, and the lack of antitrust measures governing utilities like Cox is fertilizer for the kind of stink Cox gives you for hundreds of dollars a month. So anyway, does anyone have any suggestions, he asked rhetorically. (incidentally, the sheer VOLUME of tags, crowd-sourced, shows where the stakeholders are:)2.3KViews4likes3Comments"Increased internet traffic" and "Network impacting event"
How would Cox react if I sent a note to their payment center stating that I had "Increased banking traffic" that created a "budget-impacting event", therefore making it impossible to pay my bill? Well, we all know, they'd turn OFF my service at a minimum. I wish I could "turn off" Cox by firing them, and choosing another broadband service, but there are no other choices where I live.2.7KViews4likes3CommentsPacketloss for Over 2 years, and no fix.
All started a few years ago, getting packetloss in a game I currently played, back then I had 0 knowledge about anything internet related. So I did what any customer does, call the ISP, and tell them. I did, they sent a tech out, no fix. I keep calling cause it is getting really bad, and I am about to lose my mind, maybe 20 or so techs later, at that point I start looking into YouTube Videos, and learned a few things that people did to get COX to fix the internet, So I did the following, Download Ping Plotter, and run it for a few days, and when I lagged in game, I would check back in Ping Plotter, and bam! PACKETLOSS, I would quickly screenshot it and send it to a rep over email, they would follow up with nothing here i can see on my end, so i kept doing that for months, and many more techs, switching modems, replacing drops, replacing anything that can be the problem, was using the Panoramic Gateway at the time, and one tech gave me a ARRIS modem, and that helped a little bit with ping times, and some packetloss. But like all good things they come to a end. Then after more weeks of monitoring my network, and sending the info to cox, I get a call from a Senior Tech telling me he will be at my house around 7:30pm, to catch the packetloss, and I forgot to add the issue changed from constant loss to only getting loss at night, started when COVID came about, when everyone was on a stay at home order. And the tech stayed up there with his laptop on a conference call with 5 other people, that were monitoring my neighboorhood, they said they would see 7% at one house then 10% at my house, kinda like it was bouncing around, then after that a line crew consisting of 2 people told me they will be working the area for the next 2 weeks, everyday they would stop by to tell me to check and see if anything changed, and it didn't for a while, but one day they came by and told me that a AMP down at the road, blew up and ate the cable to the copper wire. and said you should see some improvement, and i did, and they continued to work in the area, fixing ingress, and such. But something they did fixed the internet, said they found a plant issue, and corrected it and it was fixed for a few months, then it came back, and when I realized what i went through to get to that point, endless hours watching ping plotter, emailing, etc. It consumed my free time, I then learned as much as possible about internet troubleshooting, we recently bought a NETGEAR NIGHTHAWK R7200, and a ARRISSB6183. Which has been doing well for me. The cox modems kept rebooting and causing issues, so I spent 75$ and got a reliable modem. So, with that being said, I doubt I will get close to getting this fix, but I am sharing my story and hoping someone with authority with COX sees this and tries to help a long time customer out with a LONG time issue, Thanks for reading this.2.6KViews3likes0CommentsEthernet and Wireless Dropping Consistently
Modem Cisco dpc3010 Router Gryhon ac3000 Plan Preferred 150 I have two computers connected via ethernet and multiple devices connected to wireless (watch, phone, tv) Randomly our internet disconnects and reconnects through the day. It gets worse at night.It affects both ethernet connection and wireless connection. Last night the modem just rebooted all on it's own in the middle of us having a game night. (After disconnecting multiple times throughout the night) When I test our internet via gryhon, we are getting more than 150 which is great but I'm wondering if that has anything to do with the internet dropping all the time. It's frustrating because we've put a lot of money into a router after speeds were ** and internet was dropping which solved the speed but not the dropping. I've tried rebooting my router and modem. Tried disconnecting everything from the wall (power and cable) then reconnecting after 30 min. All firmware is up to date on both modem and router. Tried disconnecting everything connected to the internet except for one computer via ethernet, still drops. I'm just not sure what's going on and I dont have the patience for support to tell me to reset my modem/router then blame it on the 3rd router or 2nd modem I've purchased.1.5KViews3likes4Commentspacket loss all the time.
I have been getting trash packet loss, just filled a complaint to the fcc in hoping they will do something, cox is not a good provider, they do not fix anything. they give you the run around, reset modem, send tech, and NOTHING GETS FIXED i am so close to dropping cox for something else, cause at this point it is not even funny. cant play my games in peace with out lagging.1.4KViews2likes5CommentsInternet Issues - Consistent Lost Packets North Phoenix, Arizona
Continuing my previous post that was closed: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona The same issue is still occurring. I now have months of data collected to support packet loss beyond my home, as well as an in-home Cox technician that confirmed the infrastructure beyond my home was the issue and that he was seeing packet loss at my tap while excluding my entire internal network. The call date was September 8, 2018 and packet loss beyond my home should be notated on my account in accordance with that call. Here are screenshots from a packet testing utility I've been using while hard wired to my modem and through a router - the same packet loss issues persisted with or without the router in between. Packet loss also persisted through different hardware and operating systems. This packet loss issue persisted through three separate/new routers, two separate, brand new DOCSIS 3.0 modems, a Cox supplied Panoramic modem/router combo as well as the current Motorola MB8600 DOCSIS 3.1 modem. The modem provisioning can be found in my account history. In the photo below, you can see lost packets using UDP (in the Ping Plotter application window, not a normal ICMP request that would normally be dropped due to low priority) and a normal ping in the command prompt window both displaying dropped packets at the same time using two separate types of communication: Here is a screenshot from my modem indicating the uptime (less than three weeks, modem is brand new) and the several hundred thousand of corrections needed on bands 2-21: I called Motorola to confirm my understanding of the "correction" column, and was immediately informed that the number of corrections based on the modem's status page is indicative of an issue with Cox's infrastructure beyond my home. My RG6 line runs direct from the tap at the outside of my home to my modem - no splitters or other devices in use, and was replaced about two months ago by a Cox technician. The RG11 line that runs from the closest Cox ingress point to the outside of my home was replaced as well, about two months ago. There is a problem with the Cox infrastructure in my area of Phoenix. I've been dealing with this problem for months, and have provided Cox with dozens of data sets like the ones linked in this post - yet no tangible corrective measures beyond replacing the lines running to my home have been taken. I currently have a complaint in with the FCC and FTC, and will continue documenting and communicating this information out until the issue of packet loss is identified and corrected.33KViews2likes66CommentsCox ruining Fortnite and Live Streaming experience with PACKET LOSS
Okay I started getting packet losses two months ago, which is like a freaking cancer. I did everything from switching coax, hard wiring modem to pc, new ethernet cords, even buying a new modem and sending cox the one they rented me out (new modem is cox compatible Netgear Nighthawk c7000). spoke to probably more than 20 techs online who by the way all did the same thing, reset my modem and cleared the cache. I had two techs come out to look at my house and one changed the lines, which did absolutely nothing, probably made it worst. The next one came and connected my modem into his little device and he said that everything was good, and he left. Now i look like the boy who cried wolf, but i know for *** sure i'm not the only one having this stupid problem. It seems to always happen more at night than in the morning, network congestion or what? Why is there no cure to this cancer yet, seriously... what do we have to do, EVEN if i get another tech sent out to my house what will they do? look at the modem and say its good? they have no idea how to approach this situation. I have the ultimate package w/ the unlimited data plan bringing me the max amount of $ i could pay for internet with cox, I for *** sure know i'm getting ripped off, I'm probably better plugging my computer directly into a potato. Packet losses ranging from 10%-60% all night long, jittery gameplay, unable to live stream AT ALL download speeds are reading as it should, normally 200-300 mpbs... but upload, oh yes upload speeds are a whopping Less than 1mpbs...(paying for 30mbps btw) every night, tried every speed test site i could find, the meter stick doesn't even move, looks like its trying to go backwards if anything. I hate this city for only having cox as the main isp that offer high speeds lol. god this ** so bad, vent over. solution you wont find, i just wanted to complain and get this off my chest since cox doesn't do anything with reimbursing me from all this stress and frustration. Unplugging modem for 10 seconds and plugging it back in now for the 42,371,284th time...Solved56KViews2likes53CommentsInconsistent Service Disruptions (i.e. T3,T11,T4) - since July service work
Location: 85255 Modem: Arris SB6183 , no spliter Service Level: 300mbps Issues: Modem Event logs (see screen shot below) Started Unicast Maintenance Ranging - No Response received - T3 time-out; TLV-11 - unrecognized OID Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Unicast Ranging Received Abort Response - Re-initializing MAC DHCP WARNING - Non-critical field invalid in response No Ranging Response received - T3 time-out Description of Issue: No internet service for 2-5 minutes that occurs periodically between 3-5 times during the day. I noticed the issue began approximately a week after notification from HOA that Cox was completing 2nd service operation in area, which occurred near end of July. Resolution Actions: Called Cox support - 25min with online chat Tier1 support that gave me support # then waited 45min to speak with Tier2 support to have a person run a reboot and tell me all levels check out fine after reboot. I explained the logged events the Tier2 was not sure what to do, so offered having a data tech come out, though I would have to pay $100 if nothing is found. Researched T3,T4, & T11 events - https://docsismodem.wordpress.com/2010/08/13/t1t2t3-t4-timeouts-descriptions/ T3 event - "This typically is caused by noise on the upstream that causes the loss of MAC-layer messages." and "If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process." ; which is reason for the service disruptions. Researched Cox Internet forum : I found the following posts that started approximately 3-4 weeks ago, which coincides with the 1st scheduled field maintenance notification I received from HOA. Prior to the maintenance I and seems these events were not as common. Constant Outages (1month ago) Frequent Internet Drops (30 days ago) Intermittent T3 timeouts (30 days ago) Internet Drops and Intermittent Modem Reboots (27 days ago) Constant Outages / Chandler (1 month ago) CONSTANT OUTAGES (26 days ago) Random disconnects, packet loss, fluctuating power levels (1 month ago) Random disconnects getting worse (12 days ago) Intermittent Disconnects T3 time-out, CM1100 status and logs (16 days ago) Internet constantly dropping for the past week (9 days ago) Dynamic range window violation ( 9 days ago) Internet going out again every day between 10 and 12 (11 days ago) Outcome from Resolution Actions: Issues still exists for me, and was informed neighbors are having similar issue Cox suggested having a tech come out, though I have to cover the $100 if nothing is found. This is odd since I found the above posts, people are calling to cause waits of a minimum of 30min, but Cox acts as if this is all being made up. Many others in the Phoenix metro area have same issues , therefore this is not an isolated issue or related to a specific modem. Conclusion: Field maintenance modifications during the month of July has resulted in consistent issues across the area. The service disruption issues are "... signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages." , which results in "...it resets its cable interface and restarts the registration process.". Cox only you all are aware of the modifications made in July the result was been disruptive during the past 3-4 weeks. This situation will only get worse as more schools start! I have no idea what needs to be resolved, but I've got many years in IT; when a change is bad back-it-out. Cox what do you need from customers to get this resolved? What do I need to do to get this resolved? IMO if this continues during the next 2 weeks as schools come online the calls will increase to support, city counsel, and state organizations ; people are going to not be kind. Screenshots from Modem Monday Aug-3 to Sunday Aug-94.3KViews2likes21CommentsCox is throttling connection speeds for specific services.
I pay for 300down service, and for the past month or so, it barely reaches over 100 Mbps, which is fine, everyone is home and eating up bandwidth, and 100 Mbps is more than enough for most things anyways; just hope it's not long term. I have been noticing though that specific things will literally kill the internet in the entire household, as if I can only do one thing at a time, or no one else can even do simple things like check their email. So I ran some tests. Keep in mind, in the last three months, I have used roughly half of my data cap each month, so I'm not a "power user" per se, and I haven't gotten an email from Cox complaining about my use. I ran speed tests about three times for each test and averaged it. I also ran the baseline (no usage in the entire household) after each test to make sure I was back to my "typical" speeds. In some cases I couldn't even run the tests, but maybe once, but here was my results (I'm not including upload as that speed was consistent through all my tests: No usage: 92 Mbps down on average Steam @8 Mbps: 65 Mbps down on average Steam @12Mbps: 39Mbps down on average Steam @16 Mbps: 52 Mbps down on average -This was the only successful result out of many attempts (six total attempts, all but one timing out), browsing the web at this time was EXTREMELY spotty. Steam was successfully downloading at the speed I set it to download at though. Steam @80 Mbps: No results -Steam fluctuatedbetween 40 and 80 Mbps (at one point hitting 98 Mbps briefly and going as low as 25 Mbps briefly), but the internet was completely useless for the whole household during this time. Since I average around 100 Mbps the last few weeks, I would probably expect this, since I was using up pretty much all of my bandwidth at this time. YouTube @720p: 92 Mbps down - YouTube was recommending this quality based on my connection YouTube @1080p: 86 Mbps down YouTube @1440p: 86 Mbps down -Video played without issue, but the internet was very spotty. This was the only successful attempt out of four attempts. YouTube @4k: No result -Results similar to Steam at 16 and 80 Mbps - internet was useless during this time, but the video played without issue. So, as a gamer, I use Steam a lot. What's nice is that while downloading a game, I can specify the speed and monitor it (I was downloading Horizon Zero Dawn). As you can see, simply using 8 Mbps had an average of an almost 30 Mbps drop in speed! Using Steam at 12 Mbps, almost a 60 Mbps drop in speed!. Using Steam at 16 Mbps, out of six attempts, all but one timed out and I got 52 Mbps, otherwise the internet was completely useless in the rest of the house hold. Using Steam at 80 Mbps (almost all my bandwidth) there was literally no access to anything on any device connected to the network. Here's the thing though, at 8, 12, 16, and 80 Mbps - Steam was downloading at these speeds without hiccup. So, at 16 Mbps, I was downloading a game at the full 16 Mbps, but the rest of the household was dead in the water and it would return to my baseline average when I pause the download. This tells me it's not a general issue of spotty or slow service. YouTube had similar results. YouTube was recommending 720p based on my connection, which uses very little bandwidth and the results here showed that. 1080p, while no major loss in speeds, YouTube was definitely not playing the video at 1080p, but it was close (and may have just been the video). YouTube at 1440p on the other hand, the video looked good, played without buffering, but I was only able to get one test out of multiple attempts, which did hit 86 Mbps, but the rest of the home was also dead in the water in terms of connection. YouTube at 4k, again, like Steam at 80 Mbps, it was playing the video fine, not buffering, but otherwise the internet was complete useless for the rest of the household. I ran a test with Netflix and had no issues. I assume this is because Netflix pay ISPs so they can get priority, so I assume this is why there isn't any throttling issues there. I did a second series of tests using a VPN. Using a VPN, my connection is encrypted, so Cox cannot see what service I specifically connecting to. Typically VPNs are going to be slower, but I pay for a good VPN service, so my speeds are pretty good with it. Dramatic differences. No usage: 89 Mbps down on average Steam @8 Mbps: 84 Mbps down on average Steam @12Mbps: 78 Mbps down on average Steam @16 Mbps: 77 Mbps down on average Steam @80 Mbps:22Mbps down on average YouTube @720p: 89 Mbps down on average YouTube @1080p: 87 Mbps down on average YouTube @1440p: 87 Mbps down on average - YouTube was recommending this quality based on my connection YouTube @4k:80 Mbps down The drops were marginal running Steam at 8, 12, and 16 Mbps and even running it at 80 Mbps, I was getting a constant and stable connection, and the rest of the household didn't come to a full stop. YouTube was recommending a 1440p quality automatically, not 720p and as you can see. Even with a 4k video, I was experiencing a marginal drop in download speed. My suspicions is that Cox is basically saying "If you want to use this high bandwidth service, you need to trade off the rest of your bandwidth" basically forcing you to only really do one thing at a time. This is an issue, with everyone home during COVID, for me to successfully work at home, I basically have to tell everyone to not use the internet, because if the wife decides to watch a YouTube video, it makes work difficult. I'm forced to use my VPN so Cox doesn't know where I'm connecting to and won't throttle my speeds. There was a series of news articles of a power user in my area that was being throttled back in June. I have contacted all of those journalists with this information. Trying to get a hold of Cox has been difficult since COVID and it appears they did away with the web chat (which is easier for me during working hours).6.7KViews2likes7CommentsT3 Timeouts - Followup
Posting here because I wanted to follow up on my post from a couple months ago - T3 Timeouts. Wanted to update the community on my experience and what I had to do to get the issue resolved. My issue was that I was seeing intermittent (but crippling) packet loss on a daily basis. Going through normal Cox support channels, I had at least 6 different techs comeout to work on the problem. Some couldn't see the problem (if the packet loss wasn't happening when they were testing, most techs would just leave and charge us a fee for the visit without doing anything) and some would just change lines without doing any testing and call the problem fixed. Eventually, a tech came out and saw the problem. He created an ESR ticket to deal with the issue and gave me the ticket number to keep tabs on the problem. That's where the previous post ended. About a week later, I checked in with Cox support about the ticket. The ticket had been closed and some work apparently had been done in my neighborhood, but I wasn't seeing any improvement. I had two more techs come out to the house, neither of whom were able to identify and fix the issue. I was very hopeful when the original ESR ticket was created, but after it was closed I was basically starting back at square one to get Cox to acknowledge and fix the problem. At this point, I decided it was time to file an informal complaint with the FCC. I was contacted by Cox in I believe less than 24 hours after I filed the informal complaint. I was connected with the executive escalations team, and a tech was out the next day. There were at least 5 more tech visits after this one, but at least now there was a ticket being kept open until the issue was fixed and I wasn't starting from scratch each visit. Eventually, I was given the plant supervisor's cell number to text whenever I was seeing the packet loss so he could send someone out to check the neighborhood for interference. I was seeing multiple bucket trucks in my area over the past week and a half - from my conversations with the techs, I was told that there were a lot of locations near me where they identified some interference/ingress and had fixed the problem. Unfortunately for me, these fixes still weren't resolving my packet loss issue (hopefully the nail salon down the street is enjoying a very stable connection now). Last Friday, the escalations team let me know that the issueshould finally be resolved. Despite that, the issue became so severe over the weekend thatmy modem would completely disconnect from the internet multiple times and all of my real time applications became essentially unusable. This morning, I texted the plant supervisor letting him know that my issue was getting worse. I think they may have already had some indication that there was an issue, because there was someone out checking the pole in front of my house in less than 5 minutes of the text. Shortly after, the plant supervisor responded saying they'd identified interference on some of the lines, and that the tech had resolved it. For the first time in several months, Iam seeing 0% packet lossconsistently and my jitteris finally looking stable. I am cautiously optimistic that my problem has been dealt with. Beyond getting extremely lucky, I don't know how this would've been fixed without filing an informal FCC complaint. Even with the help of the higher tier support, it was difficult to track down and fix the problem. It blows my mind a little that the problem seems to have been right out in front of my house at the pole and yet they were combing the entire neighborhood for the issue, but I realize tracking down ingress is sort of like finding a needle in a haystack. It was also illuminating to speak to the techs and hear about how pitiful the state of their infrastructure is at the moment. I live in the Gulf South, and there are apparentlyinnumerableproblems from hurricane damage that Cox has not been able to address for years. So to sum it up, there's no way I would've reached a resolution without filing an informal FCC complaint. At least in my area, there are tons of problems that the company is very sluggishly dealing with. Had I not made some noise, it could've been years before they fixed it (assuming they'd ever fix it at all). The plant supervisor basically said they've been seeing the intermittent packet loss for long time, but since no one was complaining about it, they weren't committing resources to fixing it. Hopefully,it's resolved for good and I can finally stop stressing about it.174Views2likes1Comment