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hope4jen92

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Internet speeds collapsing when used/ under load

Has anyone else been seeing their intent throughput totally collapse under use?  I have fiber with the "faster than fast" (2Gbps/1Gbps) plan. things appear fine under idle conditions,  but as soon a I start uploading or downloading data (i.e. streaming data/ watching tv, etc) my actual throughout speeds collapse to single digit Mbps and my uploads collapse to a couple hundred Kbps.

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ReaperSF

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1 Message

Yep, same thing, using their partner app I ran tests getting 5Mbs vs the 2,000 I’m paying for. This last weekend it has been down more than it’s been up, and it’s not the router but the actual modem that continues to loose signal and constantly goes back to trying to authenticate. I’ll be starting search for a new provider as I’ve only recently moved down here and this is unacceptable this day and age, not hard to maintain your infrastructure that your customers are paying for. 

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JuanC

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119 Messages

I'm sorry to hear of your issue ReaperSF. Please contact us at cox.help@cox.com for assistance. We'd love to help you with your internet issue.

 

Cox Forum Moderator
-Juan

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hope4jen92

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@ReaperSF​ in my case it is definitely not an outage.  I also use my own router/wifi, so I have COX fiber to the house,  their ONT, then my equipment.  In my car it is something on COX's backend (VLAN setting,  QoS shaping,  fallback profile, etc.). Most of the time slow connectivity is going to be caused by customer settings or equipment. BUT,  if you believe it maybe a COX setting it is very easy to check. Just use a free VPN, then run waveform's buffetbloat test without the vpn and again with the vpn. If the results for the bufferbloat test improve WHEN using a VPN, then the issue is due to COX settings. . 

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Darkatt

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2K Messages

Actually, that would be untrue, since a VPN actually has to use COX to get to it, and back to you. The ROUTE to the VPN server again, wouldf have to go through Cox, and then when the data gets back to the vpn, it goes from it to you, THROUGH Cox. The ONLY difference is, the route from the VPN to the end point, and from the end point back to the VPN, will be different, and that is controlled through the internet itself and not from Cox. It could be that going direct from Cox goes through routers that are more congested than through the VPN side, but again, that's not a Cox issue. 

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wesmilamprime

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I am having the same issue. There must be a network outage they are not addressing. Calling customer service is pointless. I called twice after the AI was ineffective and both times I was disconnected as soon as their off shore support placed me on hold. They charge way to much for this level of support. 

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wesmilamprime

Visitor

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2 Messages

Same. Also seeing issues with modem stability being reported. 

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JuanC

Moderator

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119 Messages

Hello Wesmilamprime. We're sorry to hear that you are having issues with your internet being stable. Please contact us through email at cox.help@cox.com so that we can address your issue.

 

Cox Forum Moderator 
-Juan

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