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sokal48

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Signal Power issues Tech support on phone with no help

I noticed when I logged in to the modem that most of my Bonded channels are over -18 power level.  This all caught my attention due to slow and intermittent Internet.

I have COX Panoramic modem with DOCSIS 3.1 with the Ultimate Package 300 down and 30 up.  my usual is between 96 - 190 down.  

I called tech support and they guy had no idea what I was trying to tell him.  I told him the about the signal power level and he asked if the microwave was on and to restart my computer,   with the usual reset modem restart computer.  With me telling him that I'm wired and the only device on line he still insisted that my wireless connection is my issue.

I requested a tech come out and check my line for SNR and power level issues and he said that they wouldn't fix my issue that way and he sees no problems.  

I need assistance in getting ahold of a Technician that can assist in my getting things fixed.

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Allan

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Hello Sokal48. Those signal levels are definitely not where we want them to be. Do you have any splitters or signal amps on the cable line going to the modem? -Allan Cox Support Forums Moderator.

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sokal48

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That was the readings with it directly connected to the tap outside my home

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DustinP

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Hello Sokal48,

We'll need to help reserve a service appointment to have a technician take a look to help identify and diagnose where the issue is happening. Please contact support or email us at Cox.Help@cox.com with your first and last name, address, and include a link to this forums in the message field. We'd like to help get to the bottom of the issue.

Thank you,

Dustin
Cox Support Forums Moderator

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sokal48

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The tech showed up yesterday ran his test determined the connection from the tap to the modem was excellent.  While un-hooking my link from the tap on the pole water poured out of the Tap.  He drained all the water and told me he has to have another tech fix the rest of the issue.  He said it should be fix with 24 hours.  I took reading after he left and I did recover some signal but still below on the channels I had a week signal on.  Its been more than 24 hours and we have not seen anyone come by nor has the reading changed. My issue is at the pole or in the down trace to the main drop for the area.  My neighbor also has the same intermittent connection as I described.

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KevinM2

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@Sokal48, we are hoping to have a resolution within 72-96 business hours, and we are terribly sorry for the service issues. We will be keeping a close eye on this escalation until it is resolved, and please don't hesitate to reach out to us at cox.help@cox.com for further assistance. -Kevin M. Cox Support Forum Moderator

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sokal48

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Thank you for the support.  Both service agents was great.  My levels are no more than 7 difference with an average of  about 3 for power level and no lower than 39 on the SNR.  I also think he found more issues on the poles in this area so not just me got fixed.  Thank you to these forums.  Most of all the moderators for keeping on things.  

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