New Contributor III
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18 Messages
High saturation node, slow internet speeds, intermittent drops and nothing they can do?
I'm hoping to get some additional assistance for our internet woes.
We contacted Cox on April 15th because we experienced an outage with our internet service. This outage was longer than we had been experience for the last month or so so it was time to call. We were greeted with a recording indicating Cox was working on some upgrades in our area and that users might experience intermittent outages between midnight and 6am. We chalked it up to their maintenance window and let it go for the evening.
The next day we noticed we were experiencing slower than normal internet speeds, in our case, less than half of our potential 150Mbps download speed. We did some internal troubleshooting, resetting our router, re-provisioning our cable modem through the automated system, factory resetting our cable modem and eliminated the router altogether, going straight from computer to cable modem for testing. All tests are done using hardwire, either through a router or directly from the cable modem. WIFI was not used during any of this testing. A majority of the responses were the same, download speeds generally ranged between 70-90Mbps from early afternoon into late evenings. There were sporadic results that showed closer to "normal download levels around 110-130Mbps but those were not consistent; we saw many more of the abnormal download speed results than "normal" ones. An appointment was eventually made for a technician to come out and take a look at everything on the outside of the home on 4/20.
We received a call from a technician the morning of 4/18 about our service call. The technician indicated he was looking at the node we're attached to and said it was over 80% saturated and that slows speeds and drop outs were somewhat expected given the high level of saturation. The technician indicated he looked at everything and everything looked good, levels were good and there was really nothing he would be able to do about the situation and cancelled our service call for 4/20.
A number of days later, our connection appears to be getting worse, with speeds generally ranging in the 60-80Mbps range in the early afternoon through late evening. Again, we still have some results in the 100-120Mbps range but those are far fewer than the 60-80Mbps range. We're also experiencing more drop outs (loss of connection lasting 5-15 seconds) and increased frustration.
We understand download speeds are an "up to" but we're generally not getting anything close during the waking hours. Is there anything else we can do to address these issues in the short term? We have been forced, like many others, to work remote and our ability to provide support has been impacted with these connectivity related issues.
PING: 11ms
JITTER: 5ms
DOWNLOAD: 65.8 Mbps
UPLOAD: 10.0 Mbps
PING: 20ms
JITTER: 96ms
DOWNLOAD: 66.8 Mbps
UPLOAD: 9.9 Mbps
PING: 11ms
JITTER: 2ms
DOWNLOAD: 62.3 Mbps
UPLOAD: 10.1 Mbps
PING: 10ms
JITTER: 4ms
DOWNLOAD: 73.2 Mbps
UPLOAD: 10.2 Mbps
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EricaW
Former Moderator
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136 Messages
That is an uncomfortable position to be in. We'd be glad to review matters for you. There may be an update we can offer. Please take a moment to email cox.help@cox.com with the complete address and your account name for support.
Erica
Cox Support Forums Moderator
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vegasmgr
New Contributor II
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3 Messages
Yup same here man. I purchased the preferred 150 and have never once reached anything close to that speed. The network constantly lags. One minute I have decent speed the next it cuts out. They always blame my personal modem and/or router but I actually had it checked and my modem is perfectly fine. So frustrating.
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SnpynAZ
New Contributor III
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18 Messages
New numbers from this evening 😞
PING : 13ms
JITTER: 9ms
DOWNLOAD: 51.7 Mbps
UPLOAD: 10.2 Mbps
PING: 12ms
JITTER: 4ms
DOWNLOAD: 57.9 Mbps
UPLOAD: 10.2 Mbps
PING: 11ms
JITTER: 9ms
DOWNLOAD: 55.7 Mbps
UPLOAD: 10.3 Mbps
@Support: How long does it generally take to respond to support emails that come in?
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Bryn
New Contributor
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5 Messages
Same kind of problem in 92691. Lots of correctables/uncorrectables on cable modem, although data rates are decent (usually 100Mb/s for the "150" plan). Most annoying are the dropped connections which kill the VPN for work, and kill online gaming (kids go crazy because a dropped connection looks like you quit a match, and you get banned from the game for a period of time!) Checked connections as best I could. Emailed cox.help@cox.com just now.
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CoxIsTheWorst
New Contributor II
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8 Messages
Happens to me too. Cox is lagging no matter the time of day. Extremely slow internet sometimes.
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SnpynAZ
New Contributor III
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18 Messages
Second email sent to follow up on this issue. So far no relief on the speed issues and intermittent drops.
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Sylvanas
New Contributor II
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10 Messages
Sadly, we all are experiencing the same thing. for me it's been since I had COX, clearly cox is throttling it customer who pays a high price of that shity service.
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SnpynAZ
New Contributor III
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18 Messages
Still no response from Cox support to my email inquiries. Here are some updated speed tests numbers done over a 10 minute window around noon locally.
PING: 11ms
JITTER: 7ms
DOWNLOAD: 61.7 Mbps
UPLOAD: 10.0 Mbps
PING: 11ms
JITTER: 2ms
DOWNLOAD: 63.8 Mbps
UPLOAD: 10.2 Mbps
PING: 13ms
JITTER: 5ms
DOWNLOAD: 116.9 Mbps
UPLOAD: 9.8 Mbps
PING: 12ms
JITTER: 10ms
DOWNLOAD: 107.7 Mbps
UPLOAD: 10.1 Mbps
PING: 8ms
JITTER: 10ms
DOWNLOAD: 67.0 Mbps
UPLOAD: 9.6 Mbps
PING: 19ms
JITTER: 25ms
DOWNLOAD: 82.5 Mbps
UPLOAD: 10.1 Mbps
PING: 19ms
JITTER: 102ms
DOWNLOAD: 107.3 Mbps
UPLOAD: 10.4 Mbps
PING: 11ms
JITTER: 8ms
DOWNLOAD: 73.4 Mbps
UPLOAD: 10.1 Mbps
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SnpynAZ
New Contributor III
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18 Messages
New stats for today... still no response from Cox support via email.
Local time @ 3:30PM
PING: 14ms
JITTER: 9ms
DOWNLOAD: 76.5 Mbps
UPLOAD: 10.1 Mbps
PING: 13ms
JITTER: 11ms
DOWNLOAD: 85.6 Mbps
UPLOAD: 10.1 Mbps
PING: 13ms
JITTER: 4ms
DOWNLOAD: 77.9 Mbps
UPLOAD: 10.1 Mbps
PING: 9ms
JITTER: 2ms
DOWNLOAD: 89.3 Mbps
UPLOAD: 10.2 Mbps
PING: 14ms
JITTER: 2ms
DOWNLOAD: 56.6 Mbps
UPLOAD: 10.3 Mbps
PING: 11ms
JITTER: 5ms
DOWNLOAD: 82.6 Mbps
UPLOAD: 10.2 Mbps
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SnpynAZ
New Contributor III
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18 Messages
Unfortunately still more of the same with the speed tests and still no response from Cox support via multiple email requests. No further responses here either. Good luck everyone out there... seems many of us are in the same proverbial support boat and it feels like it's sinking... 😞
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SnpynAZ
New Contributor III
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18 Messages
Another follow up email sent in to cox.help@cox.com. Also ran some more Cox speed tests from 10-10:30 PM local time... here are the results:
PING: 13ms
JITTER: 30ms
DOWNLOAD: 38.3 Mbps
UPLOAD: 10.1 Mbps
PING: 16ms
JITTER: 19ms
DOWNLOAD: 37.4 Mbps
UPLOAD: 10.1 Mbps
PING: 16ms
JITTER: 4ms
DOWNLOAD: 55.3 Mbps
UPLOAD: 10.1 Mbps
PING: 14ms
JITTER: 1ms
DOWNLOAD: 57.7 Mbps
UPLOAD: 10.1 Mbps
PING: 14ms
JITTER: 7ms
DOWNLOAD: 62.7 Mbps
UPLOAD: 10.1 Mbps
PING: 14ms
JITTER: 2ms
DOWNLOAD: 55.2 Mbps
UPLOAD: 10.1 Mbps
PING: 13ms
JITTER: 11ms
DOWNLOAD: 47.8 Mbps
UPLOAD: 10.0 Mbps
PING: 11ms
JITTER: 3ms
DOWNLOAD: 30.3 Mbps
UPLOAD: 10.1 Mbps
PING: 11ms
JITTER: 4ms
DOWNLOAD: 56.9 Mbps
UPLOAD: 10.0 Mbps
PING: 12ms
JITTER: 2ms
DOWNLOAD: 44.3 Mbps
UPLOAD: 10.1 Mbps
PING: 12ms
JITTER: 14ms
DOWNLOAD: 22.0 Mbps
UPLOAD: 10.1 Mbps
The speed drop off definitely appears to be more prevalent in the mid day through early morning. Earlier speed tests between noon and 1 PM today showed closer to normal speeds in the 100-130 Mbps range on average. We will attempt to take tests multiple times a day and post here to track patterns. We will also continue to note any other issues here and hope for additional help with our degraded internet service.
Along with continued troubleshooting and tracking, who should we discuss compensation with since we continue to experience serious degradation with our Cox internet service.
Thank you.
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SnpynAZ
New Contributor III
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18 Messages
May 12, 2020 Cox speed tests throughout the day.... more of the same. Still no response from email support requests.
8-8:30 AM
PING: 12ms
JITTER: 2ms
DOWNLOAD: 142.4 Mbps
UPLOAD: 10.3 Mbps
PING: 11ms
JITTER: 2ms
DOWNLOAD: 141.4 Mbps
UPLOAD: 10.3 Mbps
PING: 8ms
JITTER: 3ms
DOWNLOAD: 142.5 Mbps
UPLOAD: 10.3 Mbps
PING: 11ms
JITTER: 3ms
DOWNLOAD: 132.2Mbps
UPLOAD: 10.3Mbps
PING: 11ms
JITTER: 3ms
DOWNLOAD: 143.8 Mbps
UPLOAD: 10.3 Mbps
PING: 10ms
JITTER: 5ms
DOWNLOAD: 141.8 Mbps
UPLOAD: 10.2 Mbps
11:30-45 AM
PING: 11ms
JITTER: 3ms
DOWNLOAD: 104.8 Mbps
UPLOAD: 10.0 Mbps
PING: 12ms
JITTER: 2ms
DOWNLOAD: 119.7 Mbps
UPLOAD: 9.3 Mbps
PING: 12ms
JITTER: 1ms
DOWNLOAD: 113.3 Mbps
UPLOAD: 9.3 Mbps
PING: 12ms
JITTER: 1ms
DOWNLOAD: 107.8 Mbps
UPLOAD: 9.5 Mbps
PING: 12ms
JITTER: 2ms
DOWNLOAD: 105.1 Mbps
UPLOAD: 9.3 Mbps
PING: 12ms
JITTER: 1ms
DOWNLOAD: 120.6 Mbps
UPLOAD: 8.6 Mbps
1-1:15 PM
PING: 12ms
JITTER: 4ms
DOWNLOAD: 86.1 Mbps
UPLOAD: 10.2 Mbps
PING: 12ms
JITTER: 12ms
DOWNLOAD: 84.7 Mbps
UPLOAD: 10.2 Mbps
PING: 13ms
JITTER: 13ms
DOWNLOAD: 98.2 Mbps
UPLOAD: 10.2 Mbps
PING: 9ms
JITTER: 3ms
DOWNLOAD: 94.3 Mbps
UPLOAD: 10.3 Mbps
PING: 10ms
JITTER: 6ms
DOWNLOAD: 92.1 Mbps
UPLOAD: 10.1 Mbps
PING: 11ms
JITTER: 2ms
DOWNLOAD: 81.3 Mbps
UPLOAD: 10.2 Mbps
4-4:15 PM
PING: 15ms
JITTER: 2ms
DOWNLOAD: 82.8 Mbps
UPLOAD: 9.6 Mbps
PING: 14ms
JITTER: 3ms
DOWNLOAD: 81.7 Mbps
UPLOAD: 7.8 Mbps
PING: 14ms
JITTER: 2ms
DOWNLOAD: 79.7 Mbps
UPLOAD: 6.7 Mbps
PING: 12ms
JITTER: 2ms
DOWNLOAD: 73.3 Mbps
UPLOAD: 9.0 Mbps
PING: 12ms
JITTER: 3ms
DOWNLOAD: 85.5 Mbps
UPLOAD: 7.2 Mbps
PING: 12ms
JITTER: 9ms
DOWNLOAD: 82.1 Mbps
UPLOAD: 9.9 Mbps
6:30-6:45 PM
PING: 13ms
JITTER: 1ms
DOWNLOAD: 64.5 Mbps
UPLOAD: 9.9 Mbps
PING: 11ms
JITTER: 3ms
DOWNLOAD: 67.0 Mbps
UPLOAD: 9.8 Mbps
PING: 14ms
JITTER: 2ms
DOWNLOAD: 67.4 Mbps
UPLOAD: 9.9 Mbps
PING: 12ms
JITTER: 3ms
DOWNLOAD: 65.6 Mbps
UPLOAD: 10.0 Mbps
PING: 12ms
JITTER: 4ms
DOWNLOAD: 62.3 Mbps
UPLOAD: 9.8 Mbps
PING: 12ms
JITTER: 4ms
DOWNLOAD: 61.0 Mbps
UPLOAD: 10.0 Mbps
9-9:15 PM
PING: 15ms
JITTER: 14ms
DOWNLOAD: 23.4 Mbps
UPLOAD: 9.9 Mbps
PING: 12ms
JITTER: 7ms
DOWNLOAD: 18.1 Mbps
UPLOAD: 9.9 Mbps
PING: 9ms
JITTER: 3ms
DOWNLOAD: 20.5 Mbps
UPLOAD: 10.2 Mbps
PING: 18ms
JITTER: 39ms
DOWNLOAD: 7.3 Mbps
UPLOAD: 10.1 Mbps
PING: 11ms
JITTER: 28ms
DOWNLOAD: 16.7 Mbps
UPLOAD: 10.3 Mbps
PING: 7ms
JITTER: 4ms
DOWNLOAD: 13.8 Mbps
UPLOAD: 10.1 Mbps
11:15-30 PM
PING: 8ms
JITTER: 5ms
DOWNLOAD: 73.1 Mbps
UPLOAD: 10.1 Mbps
PING: 9ms
JITTER: 3ms
DOWNLOAD: 77.5 Mbps
UPLOAD: 10.1 Mbps
PING: 11ms
JITTER: 2ms
DOWNLOAD: 74.5 Mbps
UPLOAD: 10.2 Mbps
PING: 11ms
JITTER: 3ms
DOWNLOAD: 70.5 Mbps
UPLOAD: 10.1 Mbps
PING: 13ms
JITTER: 2ms
DOWNLOAD: 68.8 Mbps
UPLOAD: 10.2 Mbps
PING: 9ms
JITTER: 4ms
DOWNLOAD: 74.5 Mbps
UPLOAD: 10.1 Mbps
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SnpynAZ
New Contributor III
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18 Messages
Cox speed test numbers for this evening.
8:40-9 PM
PING: 7ms
JITTER: 20ms
DOWNLOAD: 25.7 Mbps
UPLOAD: 10.2 Mbps
PING: 10ms
JITTER: 7ms
DOWNLOAD: 44.2Mbps
UPLOAD: 10.2 Mbps
PING: 11ms
JITTER: 8ms
DOWNLOAD: 41.7 Mbps
UPLOAD: 10.2 Mbps
PING: 12ms
JITTER: 4ms
DOWNLOAD: 43.4 Mbps
UPLOAD: 10.2 Mbps
PING: 11ms
JITTER: 12ms
DOWNLOAD: 41.7 Mbps
UPLOAD: 10.1 Mbps
PING: 12ms
JITTER: 2ms
DOWNLOAD: 28.9 Mbps
UPLOAD: 10.2 Mbps
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