Gigablast - sudden inconsistent Download and Upload speeds

Hello, I've called quite a few times, and am told "everything looks fine signal wise on our end" and "there may have been outages in your area recently ".

A tech came out yesterday (Wednesday), said "everything from the wall to the pedestal looks good, but your inconsistent speeds could be caused by back feed and ingress in the neighborhood, but a truck would have to come to sort that out."

This truck was supposedly "scheduled" but I have no idea of when that is happening.

I am honestly less then hopeful that I will see resolution after this given how my experiences calling thus far have went.

using the cox provided speed test directly plugged into wall outlet with 1 device actively using, that is a wired connection, to a 2.5 Gb capable port I now see:

Download speeds of 200-1200 Mbps

Upload speeds of 4-40 Mbps

these speeds fluctuate back and forth throughout the day, changing within minutes.

I "Upgraded" to the PW7 06/06, which has made no difference

for years I saw 800+ down / 30+ up, at the time of this post I'm seeing:

but 10 minutes from now it could be 440 down, 7 up (random results from yesterday)

this amount of error codewords is after 7 hours of uptime, I bring it up when I call, but I don't think the agents are even trained on what it means, as each one has just changed the subject without making a comment, much like their fix has basically been restart the gateway and computer, then call us back later if its still acting up. Seeing no errors in the logs.

I understand that Covid has made a lot of people switch to work from home, but when I am paying $184 a month (gigablast+data) I expect more.

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Morbert

New Contributor

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5 Messages

If the issues started after they did service in your area, it could be an issue with their network. Not your equipment. Google PING TEST and TRACERT to learn how to run a couple simple tests that will determine if the issue is outside your home. Save the screenshots for proof.

Most technicians will avoid this since Cox doesn't want documented proof of their infrastructure issues. Don't let Cox blame you for their service issues. It took a complaint with FTC and FCC after 6 technicians came to my home in 6 months to show that the issue was with a the south west region [ langbprj02-ae1.0.rd.la.cox.net .]

Run tests through out the day, and If your result show packet loss and drops on THEIR end, you can submit a complaint form to help get the changes made.

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Samophlange

New Contributor III

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18 Messages

FINAL UPDATE: issue still unresolved.

Escalations has been supposed to call me back since 10/10. Email support and another Escalations employee have both reached out to the person in charge of my case. I’ve called multiple times, and left messages myself.

The latest information notated on my account is that Techs are driving around in my town randomly replacing old lines/connections.

Am switching to T-Mobile 5g home internet. I get a stable 400+ down / 20+ up (over the past 15 days of testing it out) with unlimited data for $50 month.

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Darkatt

Honored Contributor

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2K Messages

Speeds are going to fluctuate. The reason for testing on the "Biased" web site, is because they provide the bandwidth on the Cox System, they cannot guarantee those speeds once you are on the internet back bone, or other servers, because those servers and the path are outside of their control. If the speeds they provide are correct on their system, and your speeds go haywire to servers/test sites/etc off the cox network, it's not a cox issue. Servers could be busy fulfilling other requests, and the path once off the Cox system, could have congested routers, and/or high amounts of usage, again, not a Cox issue, and not under their control.

Now, to address YOUR issues, are you testing over WiFi, or on Ethernet. Ethernet would be a more accurate test.

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Samophlange

New Contributor III

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18 Messages

I understand speeds fluctuate and nothing beyond the 25/3 FCC "broadband definition" is promised.

The problems happen over ethernet and wireless, any website or service. down is 90-1200, and up is 0-40, have packet loss on all hops beyond the gateway every few minutes, ping is 0-2000, jitter goes up to 100.

They have been upgrading the node/network in my area and every few days there is a "We are working in your area to provide you with a more consistent internet experience" notice on Cox.com.

I think that 5 months without resolution is a bit much, and beyond expecting someone to be patient and wait it out.

Everything has been notated by techs (directly at the tap) on the account to the point Cox employees are surprised when they pull up my account and see all the notes, but because its intermittent they are unable to pinpoint the source of the ingress.

I can connect to the houses ATT Uverse or the T-Mobile Home internet and the above issues disappear, but both services only offer slower speeds then Gigablast when its working correctly.

The Gateway was replaced last month, as was the ethernet cord with the one in the same box. Drivers are up to date, Windows install is fresh, have tried another motherboard, and another PC. Usually there isn’t more then 2 devices using the connection at once.

The tap plate was replaced, and a new drop was ran, outside of the piece that’s thru side of house, there are no splitters inside, outside, or a wall plate. Noise has been cleared from the line twice so far to my knowledge.

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Darkatt

Honored Contributor

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2K Messages

Then you probably need to have another tech out, try requesting a senior tech, They (Tech Support) cannot guarantee one, but they can certainly request one for you.

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Gigablast - sudden inconsistent Download and Upload speeds

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