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Zawakaz

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15+ years of connectivity issues still not resolved need high level help

Been having this problem as far back as 2000 nothing we have done has helped and I can't seem to get any complete help.

Still having EXTREME packet loss consistently.

Let me explain what has happened so far.

Replaced modems routers and splitters 3-5 times

replaced all cables 3-5x

Replaced cables in the wall

replaced cables to street

repaired and replaced some equipment in the box on street.

still, have internet connectivity issues

This is what an average day looks like for me.

https://imgur.com/a/vHQp5ua

https://imgur.com/a/vHQp5ua

I use the internet for my phone so i can't call tech support because they ALWAYS want to reset my modem...which is DEFINITELY not the problem. That in conjunction with the D/c'ing I can't hold an actual conversation.

No one wants to believe its not my equipment.  If this doesn't get resolved soon I'm going to have to start scheduling techs every day till it gets fix cause this is ridiculous.

PLZ HELP.

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Becky

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4.3K Messages

Hi Zawakaz, your modem is reporting a high amount of T3 errors and uncorrectable errors. These symptoms, along with your traceroute, lead me to believe there is a signal issue to the modem. If there are any splitters on the coax connection to the modem, please bypass (or replace) the splitter, reset the modem, and see if the issues continue. If there are no splitters between the cable outlet and the modem, I suggest a service call. If you'd like my team to schedule a service call appointment so you don't have to call Technical Support, please email your full name, address, and a link to this thread to cox.help@cox.com. -Becky, Cox Support Forums Moderator

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Zawakaz

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11 Messages

this also happens mostly in the evenings although sometimes it continues all day.

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CarolLM

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267 Messages

Hi there, I'm confident this is an issue we can resolve. As Becky as previously requested, in order for us to schedule the appointment please send us an email to cox.help@cox.com, a Facebook private message, or a Twitter direct message and include a link to this Forum conversation. We really want to get to the bottom of this and I look forward to that so you can fully enjoy your Internet service. -Thanks, Carol

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Phuhque

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19 Messages

@ Try this.  When I worked for AT&T we had a few cases like this and it ended up being power in their homes.  Go and purchase a grounded commercial grade extension cord.  Preferably 10 AWG or at least 12.  Run it to some place in your house that does not have any appliances, air conditioners,  or anything else like that.  If you have an outlet near your electrical box, that would be a good start and if you have an EFI outlet that would be even better..  Just get it off the circuit you have it on.  Interference from electrical sources (including florescent lights) can affect data transmissions.  Do you, by chance, have a UPS?  If so, plug just your modem into it.  If you have a time of day that it happens the most, try running of battery power only, completely rule out the power in your house.  One last question. Are you wired or wireless?  If the latter, get a Cat5e or Cat6 cable and direct connect.

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Zawakaz

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11 Messages

definitely wired

the house is 3300 square feet there is nothing near the office the modem is in.  AC and water heater(which we never use we have solar water heaters) are 100ft away.

Ill try plugging it into a surge protector(brand new)

but when i run pings im losing it past the first 2 hops(which would be my router then modem) so its more likely its the box or something past that.  but the fact is we mostly have trouble in the morning and evenings(mostly evenings) leads me to the hypothesis, there is more data than the system can handle during peak hours down the line from me.  

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Phuhque

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19 Messages

Would you say those times are also during peak vehicle traffic periods for your neighborhood?  You could very well be correct regarding network bandwidth saturation, but that didn't much exist 15 years ago.  More likely there are breaks in the wire from your CPE to the DLSAM or a bad port along the way.  Otherwise, everyone in the neighborhood would be seeing similar issues. 

Have you went to your neighbors and asked if they have similar issues with connectivity?  This would allow you to rule out the run to the pedestal. Cox Tech support always says they can't look at other peoples connections, which is all just smoke and lip service.

I also ask this because when I first moved into my house 20 years ago, I spent a number of months with issues.  They finally had to run a new line from the streetside box to the opposite side of my house.  Whoever installed it first had it grounded to the gas meter.  Just wow...

After that, I rarely have more than one glitch a year and mine happen mostly when it rains a lot.

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Zawakaz

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11 Messages

it IS possible that other people are having the same issue.  Its a large housing community but they houses are pretty spread out and I live at the end of a cul de sac.  Also for the average user just streaming Netflix or amazon prime tv they prebuffer so some disconnections aren't even noticed.  What im doing on the net(or want to do but can't) streaming(upload) and playing games etc these seemingly small disconnections culminate into a hugely aggravating problem.

  So there really isn't much traffic on my street(maybe about 800 feet down the street but its also not heavily trafficked. Maybe 30-50 cars per day. On my cul de sac probably about 10 cars per day.

The box had a new line run to it a few years ago since they couldn't figure out what was wrong. I'll ask the tech in a few days what its grounded to. 

What are a CPE and DLSAM?

I probably know more about networking modems routers and how all of this is installed than 100 average COX tech support reps combined due to how much time I spent trying to resolve this.  It is really disheartening when I ask them if they know what a ping or a traceroute is and the answer is always no.  As soon as I hear that I know my problem won't be resolved :(

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Zawakaz

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11 Messages

well, I live in San Diego it hasn't rained for almost 9months lol.

Also if you look at my screenshots I am losing the data past my modem but we have had probably around 20-30 techs out(not including the 5 that came to run a new line from the wall to the street).  How many techs does it take to figure this out?

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