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New Contributor
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Connection drops, fluctuating speeds
Hello,
Over the past few weeks I've been experiencing frequent drops in my internet connection as well as highly fluctuating internet speeds, as well as fairly high ping during speed tests, none of which were a problem previously. I've got a couple screenshots here that may help, if anything else is needed I would be happy to provide.
http://puu.sh/jGJ3W/7dd89b9278.png
http://puu.sh/jGJ5v/0ec7b7336f.png
Just wondering what I or someone could do to help?
ChrisL
Former Moderator
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Looking from this end I'm seeing indications of upstream signal level issues as well as possibly an electrical issues. Are there any cable splitters you can try bypassing to see if that helps? Also, do you have the modem connected to a power strip of any kind with a lot of other devices? You could also try connecting the modem to a different power source and see if that helps.
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Mike_C
New Contributor
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I removed the cable splitter and changed power outlets, has anything improved over on that end you can see?
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ChrisL
Former Moderator
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I'm still seeing some indications that upstream power stability might be an issue. Have you seen any improvement at all?
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Mike_C
New Contributor
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Well it seemed fine at first, but then I experienced a few connection drops again over the course of late last night. Just when I thought it was all over, haha
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Mike_C
New Contributor
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Anything that can still be done?
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ChrisL
Former Moderator
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I looked again and it appears you're now down to a single upstream channel. I'm thinking it's time a technician came out and took a closer look at this.
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Mike_C
New Contributor
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Ahh man, looks like I'll have to call in after all. Unless I can get one scheduled through the forums?
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Becky
+2 more
Moderator
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We're happy to schedule a service call for you! Please email our team at cox.help@cox.com so we can verify a few pieces of info. Include a link to this Forums thread, your full name, address, Cox PIN, and what day and time would be most convenient for a service call. Also include a phone number where the tech can reach you prior to the appointment. We'll get you squared away!
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Mike_C
New Contributor
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Hello again! I had a tech come out this morning and we switched the modem to a new cable outlet, however the issues are still happening. He said it might be required for Cox maintenance men to come out and repair/replace the line leading into my house from the tap, as it was bad. OR try replacing the modem.
Is there a sort of price check I could get on either of these solutions?
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ChrisL
Former Moderator
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There's no charge for any repairs we may need to do on the lines on our end. This is something however that has to be coordinated by the technician that comes to your home. If the technician didn't already open a ticket with our maintenance team we may need to have somebody come back and take a look. As for the modem, that would depend on where you got it and if it's under lease or warranty. If it was provided by us and it's being rented or still within warranty we can just swap it out for you.
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