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New Contributor III
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Internet Issues again
Well, after weeks of fighting with Cox and being told it was my modem they finally sent a tech that found the issue to be in the mainline. They turned that over to the 'mainline' crew and I was told after a week that the issue was resolved. the uncorrectables stayed low on my modem, and the T3 errors disappereared for about 5 days or so. Now tonight it came back with a vengeance. I couldn't load the cox support page, the uncorrectables were incrementing about 100000 a second and the T3 errors are back. When I was finally able to get speedtest.net to open, it was showing .80Mb download, and never made it to the upload. I asked about getting them to send the techs back out to check the mainlines and was told they could sent a tech to my house again, next week? I was also asked if I would like to upgrade my service for 5 dollars more a month to see if that helped. I am not sure why they believe that would when the current service has issues. I also asked about some kind of refund or credit since this issue has been persistant for about 4 months and got transferred to a department that wasn't open.
30 minutes later, my connection is back, but still having errors in the modem. Does anyone know a way to get the construction/repair people out to look at this stuff with out going through all of the trouble of having them send techs out to look at my home again?
Tecknowhelp
Valued Contributor II
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Do you have the maintenance ticket from the last time the technician was out at your house as part of this thread? This is why follow up is KEY. Problems like this disappear and reappear. The procedure to get repair tickets is for the trouble call technician to record data, and then use that data to make a ticket for repair. Sometimes the problem stops occurring, and the repair crew can do nothing but wait for it to return. Its like tracking down a grasshopper. Listen..wait...listen..wait..GOTCHYA.
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jasonb
New Contributor III
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I don't think I do. The tech came when i wasn't home, my fiance was. He called me and told me the issue was in the mainline somewhere and that he was turning it over to the crew that handles that. He never gave me a ticket number or anything.
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jasonb
New Contributor III
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This is since about 830PM yesterday.
The errors came back after a few days
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jasonb
New Contributor III
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I have a number saved in my notes, I am not sure if it is a maintenance ticket, but I believe that maybe the cox lady gave it to me when I was checking on if they come to work on the issue. Does this look like a cox ticket number? CUI000002933876
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jasonb
New Contributor III
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I'll have to do that. Yesterday they transferred me there but they were closed. So the chat was useless. I spent 15 minutes on there, it took forever for the guy to answer. But he told me that he was having "problems" with his system and couldn't look up the ticket. I finally asked him "I'm guessing your issue won't be resolved anytime soon? Should I try again at a later time?". He just replied yes haha.
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Tecknowhelp
Valued Contributor II
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It's a Cox ticket number, but not the right kind. You would usually be looking for something that starts with UNO. CUI is a different system. Couldn't hurt to have someone from Cox to look at it. Could still have notes from the technician with more data.
All I can say is good luck. I been having a issue going on 4 months now.
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jasonb
New Contributor III
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I guess I'll call and see if they can get me the ticket number. Yeah, I have been having issues for about that long as well I just never got around to calling in until this month. It's gotten progressively worse so I finally had to. Have you talked to them about discounts/credits since you are having issues? I am just curious bc I am thinking about asking. It's frustrating to pay so much for internet when there are so many problems. Unfortunately they kind of have us over a barrel bc there aren't any other decent providers in this area.
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jasonb
New Contributor III
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Decided to chat tech support to see if they could look it up and the guy is telling me that there is a know issue in my area.
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Tecknowhelp
Valued Contributor II
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I kind of doubt it. Many times when a technician calls in a "maintence issue" they are calling a person to report the problem. That person may already have a ticket open on the issue. Or it may be a issue they think can be solved by remote changes to the head end. Either way, if you didn't get a ticket number, the case is probably cold by now. Not to say something didn't get done, it's just going to be hard to find out what, why, and when.
Yes, they have given me about a 12$ discount two months. I would suggest it. Many times billing representives want to see reasons for giving credits to be in the notes on the account, so ask someone in technical to do that if needed.
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Becky
+2 more
Moderator
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It looks like all issues in your immediate area have cleared at this time. If your T3 errors and issues with internet speed continue today, please let us know!
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jasonb
New Contributor III
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So I got a new modem today, SB6190, and got it setup. Weird thing is the Cox site shows 60d/7u, but speedtest.net/testmy.net both show 10-20d/2-3u.
@Becky - New modem was added tonight and I have already seen T3 errors.
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ChrisL
Former Moderator
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Do any other test sites show similar results as testmy?
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jasonb
New Contributor III
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Yes, both Speedtest.net and TestMy.net both show the same. I didn't try another site, but I can later.
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ChrisL
Former Moderator
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I'd suggest trying a few others just to see how the results compare. It's staring to sounds like in-network speeds may not be a problem. If you could also get some trace routes to hosts you're seeing slower speeds to that might help us better understand where the problem lies.
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jasonb
New Contributor III
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So after some back and forth with cox.help@cox.com, they finally gave me this ticket number. I am guessing this is the one for the tech that came to work on the mainlines. ESR000001900170
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