Contributor
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72 Messages
Continued Extreme Packet Loss In Phoenix, Arizona
This is a continuation of multiple threads related to extreme amounts of packet loss in Phoenix, Arizona. This has been ongoing for well over six months of formal complaints, and after about two weeks of adequate service, I'm back to very high levels of packet loss.
Packet loss as demonstrated by Ping Plotter:
My brand new DOCSIS 3.1 modem's logs over the course of 14 days of uptime, showing literally hundreds of thousands of corrected and uncorrected packets over a single channel, and hundreds of thousands of corrected and uncorrected packets across all other channels:
This is completely unacceptable. Why has this problem persisted through over half a year of formal complaints? I've gone through multiple modems, routers, and a complete replacement of my coax line from my modem to the nearest neighborhood node. There is a serious infrastructure problem in my area that has yet to be addressed.
This is an unbelievable situation, Cox. Why is this not fixed?
sjo102784
Contributor
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72 Messages
7 years ago
Update - coinciding with peak utilization time ending, my internet became usable again. Unfortunately, this was long after I was asleep.
Cox - why is this level of abysmal service what your company considers "best effort service for a residential customer"? How is extreme levels of packet loss acceptable to your company?
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sjo102784
Contributor
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72 Messages
7 years ago
Update, continued packet loss and disruption during peak times yesterday:
Channel 15 individually has logged over 100,000 corrected/uncorrected packets in two days of uptime:
Why is this not being addressed by your tech support team? Why are these problems with your infrastructure continuing to go unanswered in Phoenix, despite an in home tech and two tier 2 reps confirming seeing the same amount of packet loss when pinging my modem during an outage?
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sjo102784
Contributor
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72 Messages
7 years ago
Going on three hours of +20% packet loss. This is awful customer service.
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sjo102784
Contributor
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72 Messages
7 years ago
Still ongoing - almost eight hours later:
Customer and technical service is nonexistent.
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sjo102784
Contributor
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72 Messages
7 years ago
Last night I saw over 30% packet loss:
This is incredibly demoralizing as a customer of Cox, especially considering the past six months of reported outages exactly matching this trend.
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