Cox's Failure to Support Gigablast
First off all I work from home and depend on a stable connection with good bandwidth... When the opportunity came up to upgrade to Gigablast I bought a brand new Arris SB8200 and upgraded my account. From day one I never got full Gigablast speeds even when plugged directly into the modem with my laptop. I even tested with another laptop and a desktop PC and none of them got more than ~650Mbps. I was OK with that though because in my book that was good bandwidth. Starting today I can't get more than 100Mbps at best... multiple tests using the Cox provided Speedtest app and website show download speeds as low as 5Mbps. The connection also drops out all together intermittently for minutes at a time. According to Cox their system hasn't detected any issues or outages so they refuse to send someone to investigate. I was willing to accept the fact that I'd probably be charged $75 for the truck roll but at least I'd have someone come out and maybe resolve the issues. Unfortunately I'm not worth their time apparently. I'm told that because their system doesn't show an issue they won't send a tech... Now, to be clear, I'm having to chat with this person using my Verizon mobile hotspot because my Cox connection was completely down but I still don't qualify for assistance. This is absolutely the worst customer service I have encountered with my home services and refuse to pay $150 per month for service that isn't worth Cox's time to fix when it is obviously not working correctly. Has anyone else had this happen? What did you do? Was it ever resolved? Should I just change ISP's? Thanks... JP
High saturation node, slow internet speeds, intermittent drops and nothing they can do?
I'm hoping to get some additional assistance for our internet woes. We contacted Cox on April 15th because we experienced an outage with our internet service. This outage was longer than we had been experience for the last month or so so it was time to call. We were greeted with a recording indicating Cox was working on some upgrades in our area and that users might experience intermittent outages between midnight and 6am.We chalked it up to their maintenance window and let it go for the evening. The next day wenoticed we were experiencing slower than normal internet speeds, in our case, less than half of our potential 150Mbps download speed. We did some internal troubleshooting, resettingour router, re-provisioning our cable modem through the automated system, factory resettingour cable modem and eliminated the router altogether, going straight from computer to cable modem for testing. All tests are done using hardwire, either through a router or directly from the cable modem. WIFI was not used during any of this testing. A majority of the responses were the same, download speeds generally ranged between 70-90Mbps fromearly afternoon into late evenings. There were sporadic results that showed closer to "normal download levels around 110-130Mbps but those were not consistent; we saw many more of the abnormal download speed results than "normal" ones. An appointment was eventually made for a technician to come out and take a look at everything on the outside of the home on 4/20. We received a call from a technician the morning of 4/18 about our service call. The technician indicated he was looking at the node we're attached to and said it was over 80% saturated and that slows speeds and drop outs were somewhat expected given the high level of saturation. The technician indicated he looked at everything and everything looked good, levels were good and there was really nothing he would be able to do about the situation and cancelled our service call for 4/20. A number of days later, our connection appears to be getting worse, with speeds generally ranging in the 60-80Mbps range in the early afternoon through late evening. Again, we still have some results in the 100-120Mbps range but those are far fewer than the 60-80Mbps range. We're also experiencing more drop outs (loss of connection lasting 5-15 seconds) and increased frustration. We understand download speeds are an "up to" but we're generally not getting anything close during the waking hours. Is there anything else we can do to address these issues in the short term? We have been forced, like many others, to work remote andour ability to provide support has been impacted with these connectivity related issues. Here are some recent examples of speed tests using Cox's speed test portal: PING:11ms JITTER:5ms DOWNLOAD:65.8 Mbps UPLOAD:10.0 Mbps PING:20ms JITTER:96ms DOWNLOAD:66.8 Mbps UPLOAD:9.9 Mbps PING:11ms JITTER:2ms DOWNLOAD:62.3 Mbps UPLOAD:10.1 Mbps PING:10ms JITTER:4ms DOWNLOAD:73.2 Mbps UPLOAD:10.2 Mbps
Very, very, very bad internet speed. Now Kbps and not MBPS
t just keeps getting worse. Now my download ranges from 141 to 525kpbswlhenit should be at 30 MBPS. They are supposedly working on the lines (about 6 weeks, since I filed a report with FCC) but just keeps getting worse no matter what they do. Even loaned me a panoramicmodemrouter to try (no better, just got worse) Just got my new bill and wonder why I am still paying for this service when it is non-existent. I can't even stream any shows as it says the speed is to slow. I am wondering why I even subscribe tointernetwith cox.???? I have been suffering from this since 2010. They just cannot get it fixed for me. I am disabled Senior and they are just bleeding me dry. They care for nobody only making money for Cox. Not even any discounts either for Seniors.:( Here is the report of myspeeds Showing results 1 to 4 of 4 Only Upload Only Download All Identifiers Dallas, TX Washington D.C. Seattle, WA Amsterdam, NL Singapore, SG San Jose, CA Global Multithread Melbourne, AU London, GB Hong Kong, CN San Francisco, CA New York, NY Frankfurt, DE Colorado Springs, CO Los Angeles, CA Stockholm, SE Miami, FL Tokyo, JP Sydney, AU Bangalore, IN Sao Paulo, BR Home Office Work School Laptop Netbook Bedroom Game Room Living Room Den / Study Garage Kitchen WiFi Location 1 Location 2 Location 3 Location 4 Location 5 Location 6 Location 7 Location 8 Location 9 Location 10 Android Detected iPad Detected iPhone Detected Miscellaneous TIME SIZE SPEED CONNECTID PROVIDER TID Sun Feb 25 2018 @ 1:57:11 am US 920 kB 521kbps65 kB/s 6245447828312 Cox Communications XRgo6ZiwB share Thu Feb 22 2018 @ 5:06:22 pm US 920 kB 585kbps73 kB/s 6245447828312 Cox Communications RLTacXwyk share Mon Feb 19 2018 @ 12:42:50 am US 11.3 MB 213kbps27 kB/s 6245447828312 Cox Communications kqXQbv5zD share Wed Feb 14 2018 @ 6:27:19 pm US 6.4 MB 141kbps18 kB/s 6245447828312 Cox Communications GWfk8E4ty shareGiga Blast is not really giga blast - Complaint
I do have Giga blast service for the last 2 years. Lately 2-3 months back we are seeing Giga blast service is not really sending the speed it is supposed to . This is happening a lot during evening and night. I have complained to COX tech service and I am not getting any help to resolve. The speed we are getting in wired connection is in 200 MBPS or sometime in 80MBPS. This is misleading. With the same context the network light on the modem is always blinking orange, it never stays full Orange. I started to suspect that COX is throttling the speed in the evening. If this continues and no one takes any action in next few days, I want refund for the last 3 months of service and I will disconnect immediately.
Internet upload speeds is unbearably slow a night time.
So I have been a Cox customer for over a year now and I haven't had any issues with this company ever in my life, but that all of the sudden changed pretty drastically over the past couple of months. We pay for 100mbps download and 10mbps upload. Usually we get these speeds if not better every single day. However, at night time, our download is dropping to around 20mbps which is actually fine with me, I have used much worse download speeds in the past and made it work just fine, but the upload, oh boy the upload, it drops to around 0.2-0.7. Yeah you read that right. This is an extreme issue for me because I do a ton of gaming, and most of that is done at night since I work and go to school during the days. The reason this affects gaming so drastically is because it introduces a ton of input lag making it seem like I have an incredibly high latency when I dont at all. My latency averages around 19ms but I will unable to play due to such a long response time. Almost every single night at around 10-10:30 pm the internet drops from its regular speeds down to the ones I listed. I have called at least 3-4 times regarding this issue, and the response is always the same. I had a tech who was supposed to come out the other day but I had to cancel due to the fear of being charged the 75 dollar service fee, which I am certain I would have been charged for because this problem only happens after 10 and he was supposed to come between 5-7. Honestly this problem is getting out of hand for me. Has anyone else ever had an issue like this with Cox before? I hadn't had any issues until after the whole net neutrality thing happened, and im not saying thats what this is, but it's sure funny to me.
150 bucks a month(Just NET) 150 calls to CSRs.. Net instability
Arris Router(Surfboard SB6190) + ASUS Router (RT-AC5300), beast equipment<which is the first to get the blame> Let start with the current issue, 150 bucks a month for 300 down and 30 up, or in my case 98 down and 0.07 up. Money well spent, huh? Kicker, this was happening last month, multiple calls, three techs, finally one replaced wires, and presto amazing month of net, and bammm back to square one. I have been a cust for over 10+years, referred so many people to the company, now I am about to switch to ATT 1gb down when they get here, cause this is the worse experience I had had, with no long term solution. Oh by the by, both modem and router are less than a year old, tech that came out tested my equipment (no issues). Which my IT degree can only take me so far, good thing the CSRs on the phone know to say you may need to buy a new modem everytime..
Speed issue, I have ultimate speed service and I 'am lucky to 100mps tech has been here.
Sun Dec 31 07:02 AM Yes 95 Mbps 32 Mbps 12 millisec 68.228.214.9 Phoenix Sat Dec 30 06:28 PM Yes 95 Mbps 32 Mbps 12 millisec 68.228.214.9 Phoenix Sat Dec 30 12:45 PM Yes 95 Mbps 32 Mbps 12 millisec 68.228.214.9 Phoenix Thu Dec 28 05:34 PM Yes 95 Mbps 32 Mbps 11 millisec 68.228.214.9 Phoenix Thu Dec 28 12:02 PM Yes 95 Mbps 32 Mbps 12 millisec 68.228.214.9 Phoenix Thu Dec 28 11:37 AM Yes 95 Mbps 32 Mbps 11 millisec 68.228.214.9 Phoenix Thu Dec 28 11:14 AM Yes 95 Mbps 32 Mbps 12 millisec 68.228.214.9 Phoenix Thu Dec 28 12:44 AM Yes 385 Mbps 32 Mbps 11 millisec 68.228.214.9 Phoenix Sat Dec 27 04:23 PM yes 79 Mbps 12 Mbps 12 millisec 70.176.242.78 Phoenix Tue Dec 13 05:53 PM yes 186 Mbps 11 Mbps 11 millisec 70.190.214.236 Phoenix Thu Nov 27 11:50 AM yes 79 Mbps 12 Mbps 12 millisec 70.176.242.78 Phoenix Wed Nov 18 07:00 PM yes 65 Mbps 12 Mbps 13 millisec 70.176.242.43 Phoenix Mon Nov 17 01:30 PM yes 78 Mbps 12 Mbps 12 millisec 70.176.242.78 Phoenix Tue Nov 08 06:04 PM yes 170 Mbps 12 Mbps 12 millisec 70.190.214.236 Phoenix Sun Nov 06 09:17 PM yes 169 Mbps 12 Mbps 11 millisec 70.190.214.236 Phoenix Wed Nov 05 02:34 PM yes 81 Mbps 12 Mbps 12 millisec 70.176.242.78 Phoenix Fri Nov 04 06:17 PM yes 169 Mbps
20-30% Packet Loss Every 6-8 hours.
Let me start off by saying I'm a former sub-contractor for Cox here in Las Vegas. We've had Cox internet here for around 16 months, and we didn't have to call in a single time until a little over a month ago. Since then, we had three technicians out with a fourth scheduled to come out tomorrow. After speaking with Cox initially, we purchased a new 16x4 channel modem (replacing a 8x4 channel modem that was perfectly fine for our rated service), we also purchased a replacement router, and we replaced all ethernet wiring by hand. We did this because initially the representatives initial resolution was to reset the log files on the modem, and reboot it - not a long term fix, of course, but they wanted to blame the modem - so we did along with everything else. It goes without saying, we also run the same tests bypassing the router completely with the packet loss still being exactly the same as it was through the home hard-wired network. We got somewhat lucky though, and our third technician found ingress feeding the tap from ALL THREE neighbors we share our 4 port tap with - one of them being bad enough to disconnect on the spot. The problem is, at the time the technician was out, we weren't experiencing the packet loss issue. So this showed us that the CMTS and tap were pretty resilient to some upstream ingress abuses. After that, the internet was good for a solid SIX HOURS before the issue came back. 20-30% Packet Loss when running a ping straight to head-end (10.74.128.1). This happens nearly every day around 6pm to around 12pm, and on the weekends it happens in the middle of the day as well. Sometimes it happens for 3 minutes, and goes away for 3 hours, and sometimes it happens for 6 hours, and goes away foran hour. After a month of research, and testing, and technicians, the issue is clear - ALL THREE of my neighbors who I share a tap with are feeding enoughUPSTREAM INGRESS in to the tap, that our return path is being drowned out by the noise. Some more evidence that it's an issue with UPSTREAM INGRESS from all of our neighbors is that when the issue is going strong, the SNR on 2 of the our 4 upstream channels falls below 20 (confirmed by two Cox reps). Some further proof that it's an issue with UPSTREAM INGRESSis that my modem has no T4 timeouts, the few it has is from me disconnecting the cable from it when swapping modems. But it sure gets a lot of T3 timeouts.The reason is never gets T4 timeouts is because the modem always receives the message to send a ranging requests from the CMTS (because that would be a DOWNSTREAM action). And the T3 timeouts are caused by my modem attempting to respond to those ranging requests, but instead being drowned out by my three neighborsUPSTREAM INGRESS. After that wall of text, here's my concluding question: We have a fourth technician coming out tomorrow, what do I have to say or do in order to actually resolve this issue for good? Thanks.why does everything about Cox ***?
I have been a customer for many years and it just keeps getting worse. I have been complaining forever about the slow download speeds. I pay for a much higher speed but just get from 0.60 to 5MBPS. They have even rewired my home which did not help. Last tech here removed some kind of filter outside which also did not help I had Geek Squad check my computers but that was not the problem. I replaced my router about 2 years ago and everybody said the one I purchased was overkill for my home. Cox replaced the modem. There is just no fix to this problem They schedule a service call for me today for between 1 and 3pm. I asked if they would give me a call 30 min before he would arrive. I ran my errands and got home at 12:30 to wait for a call. No call. So at 3:15 I call to find out what the delay was and they told me he had been here but nobody was home. I said that nobody called me so I was not expecting anyone. It was his fault as he should have called like they are supposed to do. They said he was finishing up an appointment and should call me in 20 min. At 4:20 and still no call I called Cox once again. I told them that nobody had called me and if I had wanted a later time I would have scheduled later than 1 to 3pm. I asked to talk to a supervisor. After around and around with this girl, she hung up. How rude!!!! You never treat a customer like this. After all, everybody knows "the customer is always right", I called once again and after quite a wait got a supervisor and reported this whole mess. During the call another tech called and said he was on his way. This has been a very upsetting day for me. They tied me up for 5 hours and think that at $20 bill credit would make me happy. My time is worth much more than a measly $20. If they cannot provide a better and more consistent service then they have no business in selling false promises for their "great" plans. BTW, the interference on my lines which was fixed by this tech hardly did anything at all to the speed. I think Cox needs to replace all their lines and have more of them so this does not keep happening. I will check out Century Link with their new fiber-optic lines. I will end up calling Century Link and setting up service with their company. It is a shame that there are not more internet companies to choose from. As it stands now I have missed dinner but too sick to even think of food over all this rigamarole with Cox.
SB6190 Event Log with Internet speed 73 Kbps from Cox Preferred 100 Mbps service
I have intermittent connection issue. The COAX cable is connected directly to Arris Surfboard Cable Modem SB6190 There is no splitter. Event Log The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur. Time Priority Description Sun Jan 07 19:48:41 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:48:41 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:48:42 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:48:42 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:48:47 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:49:35 2018 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 19:50:11 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:44:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:44:15 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:44:15 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:44:15 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:44:19 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 20:45:10 2018 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:40 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:40 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:40 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:40 2018 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:41 2018 5 RCS Partial Service;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:04:45 2018 5 Lost MDD Timeout;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0; Sun Jan 07 21:05:31 2018 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:04:cd:18:c2:59;CMTS-MAC=00:59:dc:79:41:cc;CM-QOS=1.1;CM-VER=3.0;