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New Contributor
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Very High Uncorrectables (millions) on some channels, coincides with poor service/experience.
I recently moved (not an apartment) and had my services transferred. I've been experiencing very poor internet service (pages fail to load, videos time out, DNS requests will fail on wired desktops, and a wired Speed Test will report well-below the advertised "Up to 100Mbps" of my service level. For example, today I tested 10Mbps down, and a second test returned 5Mps down, conversely upstream is always a solid 10Mbps every time I've tested which leads me to believe this is a channel-specific or other communications issue which Cox can diagnose/correct.
I own a SBG6580, I have the wireless disabled since there have been problems with the wireless function interfering with overall WAN performance, at my prior address this Modem served me well for over a year so I have no reason to believe it's the device causing the problem:
```
Information
Standard Specification Compliant DOCSIS 3.0
Hardware Version 3
Software Version SBG6580-3.5.8.4-GA-00-505-NOSH
Cable Modem MAC Address 7c:bf:b1:c3:2c:34
Cable Modem Serial Number [------ -.- ------]
CM Certificate Installed
Status
System Up Time 0 days 00h:12m:02s
Network Access Allowed
Cable Modem IP Address ---.---.---.---
```
Sometimes a reboot will work, sometimes a reboot seems to have no effect and another reboot seems to be required. I check the cable modem QAM connection stats every time and notice some channels look "ok", while others show uncorrectables numbering in the millions.) I feel like maybe there are bad channels, is it possible to reprogram the cable modem to avoid/not use them? :(
At this point a modem reboot feels like only a temporary fix. We no longer wonder "if" we will need to reboot the modem but "when".
Thoughts? Is there anything I can do to help diagnose or correct the issue? I've moved the modem to different cable outlets inside my home, I've crimped a fresh connector at one output Thursday(-ish) to rule out bad crimps/leads inside, I also inspected the exterior of the home for any damaged cables, exposed terminals, junk splitters, corrosion, etc but I can't find anything wrong, maybe a tech needs to come out and do a line test or inspection of Cox hardware outside?
Thanks in advance,
Shaun
wilson0x4d
New Contributor
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My internet is ridiculously unusable again.
:(
*shakes head*
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wilson0x4d
New Contributor
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Okay, so, the technician came out today, I think he found an amp connected outside. He took it, and the SnR and power levels improved.
However, I still have poor service experience and a high number of uncorrectables. When I connect to services for work, gaming, or general web browsing 4 out of 5 times I experience an interuption (failed login, page doesn't load, etc.)
A speed test shows 50-80mbps downstream, yet pages load slowly (for example, I had to hit submit twice to log into cox.com.)
I decided to relocate the cable modem to other outlets in case the outlet (cable) in the living room was bad..
None of the ports in my home are working now.
I looked outside and every line inside my home, except one, was clipped.
I cannot describe my anger level.
Please have a tech come back out here and undo the damage. Had I known every line in my home was going to be clipped I would have declined and dealt with the removal of the amp myself. Why don't your techs make sure this is okay before they do it? I could understand if the additional cables were part of the problem and required disconnection, but they were/are not and now I've got useless cable outlets in every room of my home.
I've connected my cable modem outside directly to the line coming from the curb (aka Cox's line) bypassing all the wiring in my home. The signal looks great, see for yourself:
This means the only line left in my home is a bad line..
... and because ALL the other lines in my home are now clipped I'm unable to test any other lines, I'm unable to work around this issue by relocating the box to another room, and to get a clean signal at this point my only option is to plug in the modem outside.
I need connectors crimped back on all the lines, at a minimum, a splitter or two or three, regardless of the potential signal degradation, would be nice to have. Please let me know if I will need to acquire my own splitter(s) or not.
I will not need to be present for the repair, the access panel is outside of the home requiring only a screw driver.
The cable running from my garage out to the access panel outside is connected to my cable modem, please don't disturb it.
Thanks.
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BrianM
Moderator
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Brian
Cox Support Forums Moderator
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wilson0x4d
New Contributor
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Thanks Brian, after we were able to move the cable modem to one of the other rooms the service level improved to what would be "normal."
The only problems are:
(1) my monthly auto-payment has failed, I've been charged an additional $75 this month for a service fee,
(2) the damage from the original visit is still present,
(3) there is new damage to our home since the last tech put a hole from the cable box on the exterior into the garage, he did this because he didn't understand what work was supposed to be done, and we were not present when he began working.
So, basically, this is a recurring theme with Cox. This is unfortunate. We can no longer trust Cox and/or their technicians.
The fee currently appears for the first technician from the 11th where all our outlets were severed without warning. This is what was supposed to be repaired. I still have 4 dead outlets, and while my service level is now normal/acceptable after being able to relocate to a working room/outlet I still feel like my house has been made "less than" it was before, and I'm being being charged for this as if it were a service to me.
Now I have a hole in my garage wall the size of my pinky which runs to the cable box on the exterior. I'll be repairing this, again this was work done without warning/request. I'm also missing one screw from the faceplate, I'll be replacing that myself as well, I've no idea where it went.
I hope Cox can see the absurdity of me paying a service fee. This was not convenience, it was not pleasant, nothing was ever repaired, we're not coming out on top. Given the choice I would have run a cable outside directly to cox's line. I don't need this kind of stress in my life. I doubt I'll ever schedule a technician through Cox again as a result, and I don't want your technicians back out here touching our home unless it's to collect photographs of the "repair." I'll crimp connectors back onto _my_ lines myself, I'll repair the hole in _my_ wall, and I'll re-secure the faceplate to _my_ home with a new screw. I certainly don't feel I can trust Cox to direct their techs to undo what they've done. I don't know if this was a communication failure, or what.
Who do I talk to about correcting my bill so it can be paid?
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