Intermittent connectivity loss

I’m truly sorry for the inconvenience you’re experiencing. To ensure you get the best possible assistance, please reach out to my team directly by emailing cox.help@cox.com. We’ll be happy to look into this further and get things resolved for you as quickly as possible.

Beengolfn3, in my case the tech came over and within a few minutes, took out a splitter that was in-place from the original Cox installation. We didn't really need one since we aren't planning to use cable services etc.
And since then, we haven't had any mini-outages and the packet loss is no longer an issue either (I've been keeping an eye using the continuous ping).
What are you seeing when you run a constant ping to 1.1.1.1 (Cloudflare's DNS server doesn't seem to have a problem with ping traffic unlike Google's 8.8.8.8 which drops some traffic)?  

Are you truly sorry? I find that hard to believe, considering almost every single post you have written begins with those 3 words. Either you are a AI bot or you talk/think like one, and I am not sure which is worse. I understand you need to be professional but words are important and you should only say words that you mean, even if they have to be sugar coated. Just don't say "truly" because really, you aren't sorry. Why would you be? You didn't cause OP's problem. You don't know the person or the situation enough to feel "true" empathy/sympathy, so any emotions you show to that end are automatically insincere. Maybe if they still included Acorn customer service training you would know this. Or maybe if Cox hired better AI programmers, you would be more convincing. 😅

WOW! Wrong side of the bed,. or too much caffeine? <G>

Is there a right side of the bed to get out of? Seriously though, I am just done being nice. Did I say anything false? Did I say anything you haven't felt or said to yourself while reading their replies? I am just more able see their BS because I did their job. So did you, right? I mean not literally, but close enough. This forum is going to shut down within a year as the company dissolves but nothing I say here will matter or will stick. Last, I am not even sure I am insulting a actual human. There is a decent possibility that the problem is they are AI or very heavy AI assisted and which case I shouldn't feel the need to think about the moral implications. Making me feel bad for yelling at a robot. 😆

I think the case study was Cox's existence...and it failed. To be fair though, name a "good" ISP. Heck, name a good company that makes over a billion. Arizona Tea is like the only one I can think of and I don't think they make a billion in sales. Google fiber was supposed to be the chosen one, pushing ISP to upgrade to fiber. But the ISP decided it was cheaper to just put more money to fight google in the courts. It just isn't as profitable to make a good product/service anymore when a bad product will sell just as good and sometimes better. I see the problem being the consumer. They need to be more educated, both about the product, the market and just life in general. Cox used to push customer education as part of their support strategy. When sales > customer education and tech support in general, it was crash and burn from there.

Hi, there. I'm really sorry about the issues you've had with your service and I'd like to help. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We really want to get you back up and running.

One thing to remember, a ping is a very low level request, if the device you are pinging is busy, it may not respond. 

With that being said. just a bit of verification. Have you tried swapping your cable wire with a new one, replacing barrel connectors in wall plates, and any splitters you may have? Also, verify all cable connections are snug, they can become loose even after being tightened, due to vibrations.  If everything is good, all lights on modem remain solid, then you may need to call Cox and request a technician. Remember if it is an issue with home wiring or your equipment, there may be a service charge unless you have Cox Complete Care. IF the issue is on Cox's end, all repairs are at no charge. 

Fair point on ping traffic and servers rejecting it - which is where you'd see a 'Request timed out'. But the fact that during each drop out there's instances where 72.212.69.30 (which if you do a reverse lookup, is a device on the Cox network - presumably a router) returns a 'Host unreachable' shows that there is a problem on Cox's end.
I get that this level of technical analysis is expensive and Cox would rather work their way up, but blaming stuff on wiring or WiFi in the face of data is frustrating.

Have you done a trace to show if the packet is still reaching it's destination? Networks are designed to manage their traffic so they can/will drop ping/ICMP, either by default or sometime intermittently because of traffic. I say drop, but that isn't the right work because they still send the packet to  the next hop, they just either block or don't send the return packet to you, so that request times out. Pingplotter is a great program to use and they have documentation on this effect under how to read their results. I don't fully understand much more then to know it's a thing. ICMP de-prioritization but it has other names and other things are also probably playing a role, even if the core issue is on Cox's end.

Also, you haven't commented on the fact that at least one error you getting points to a issue with the OS/device. Do you see this occur on other devices on your network or connected directly to the modem? I get that it's frustrating to be gaslighted by tier 1. That all they seem to do is tell you to reboot you modem, but the way you get around that here is to think of any questions one would have about your situation and present them as part of the post with any answers/data you may have on them. Blaming wifi is reasonable if you have not given the data that you have removed that as a variable. Most people use wifi, only wifi, but have no idea how wifi works, or sometimes that they are even using it. So the right first question when someone says are having intermittent connectivity is to ask if they are on wifi. Second connect direct to the modem with a different device. Third is to look at signal levels/logs/diagnostic data. 4th is to double check physical layer. Connections, wires, etc.

I think a post of yours led me to pingplotter! :D
Its painful to set aside a device to specifically stay connected via ethernet and run pingplotter on it - which is why I dragged my feet on this last week. But since the issue has reared up a couple of times since then, I'm gonna figure a way to get it done. 
P.S: The ICMP error 'General failure' does point to something on the physical layer potentially dropping out too. Hopefully, the pingplotter reports from the machine directly connected to the router will provide some useful data. 

Hi

Thank you for choosing Cox. I'm sorry you are experiencing intermittent connection with your services. Please don't hesitate to email us your full name and complete address at Cox.help@cox.com for further assistance on this matter.