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JeRrYFaR

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WiFi Disruptions Nightly

In the past few weeks I have lost my TiVo connection as COX doesn't support cable cards for those anymore, so I was forced to Contour and Panaramic WiFi. I will miss the TiVo, but the Contour surprisingly is great, so I'm okay there. 

Now for my issue:

I work the overnight shift and need a stable connection on my laptop as I also work from home. This has proved to be difficult as every night I experience extreme packet loss and latency (4000ms ping times occasionally) which keeps kicking me off the VPN forcing me to constantly reconnect. It's frustrating to say the least, but after a few hours the packet loss and latency both disappear so I know something in the area is interfering. My ethernet connected computer doesn't have this issue and it's specifically the wireless connection. I've talked numerous times with tier 1 support who are absolutely useless and they refuse to let me speak to anyone else, so I'm forced to a truck roll every time and of course being daytime there are no issues at the time. Seems to be during prime time when all of this happens. 

This is extremely frustrating and I've been a customer of COX for 25+yrs. Since literally nobody will listen or even acknowledge my situation I'm going to start looking into other providers who hopefully won't have this issue, and will at least support my products or at least listen to me as a customer. I do have a wireless setup already, but that and COX Panaramic WiFi have the same issue. I feel like I'm venting to nobody, but I'm tired of the runaround. Thanks for reading. 

 

 

 

 

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LisaH

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987 Messages

Hi JeRrYFar. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

JeRrYFaR wrote:

so I know something in the area is interfering

JeRrYFaR wrote:

ethernet connected computer doesn't have this issue and it's specifically the wireless connection.

So you think it's something interfering with your wifi connection? If so, I don't think Cox can help you with that. Can't you run ethernet to your work computer? That's what I do. I don't think I could ever force myself to work on wifi.

JeRrYFaR wrote:

I do have a wireless setup already, but that and COX Panaramic WiFi have the same issue.

Can you explain? Do you have a Panoramic gateway AND your own wifi router? If so, that could be a problem. How is it set up?

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JeRrYFaR

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7 Messages

Honestly it's more for freedom. Sure I could use ethernet but I'd be stuck in the office. This lets me move about. 

I guess you could say I have both. I have three routers (TP-Link Deco) that are in a mesh. Each has four ethernet connections which is handy. The new connection is with a modem they added in the living room. My actual modem is in the office in the back of the house. Again I hear what you're saying, but the interference disappears after a few hours so it has to be something in the area. 

I appreciate COX replying though. Maybe something will come from that. 

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JeRrYFaR

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So this morning I was noticing extreme packet loss on my WiFi so I checked my PC directly connected the router and I'm seeing the same packet loss. So of course I bypassed my router and wouldn't you know it? I am experiencing the same packet loss. Go figure. Previously I was posting via my cell, but now I'm on my PC and I've confirmed I'm not getting a NAT'd IP, so this either my modem (it's a COX modem - ARRIS TM3402A 8x32 I believe) or something else is going on. At present I don't have the latency, but here's a brief snippet of what I was seeing this morning and this is AFTER I moved directly to the modem and took my routers out of the mix. Keep in mind I've seen responses of almost 4000ms (4secs) which is always wonderful. 

To answer your questions earlier: Yes I can see why you'd think it was my routers and/or WiFi connectivity, but even without WiFi connected I'm seeing the same thing, so clearly something else is happening. I really hope someone from COX actually looks at this, because as far as I'm concerned, as much as it's been happening this is unacceptable and I can barely do my job.

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DannyS

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Hello, the purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need for someone to look into your account personally due to the connection issues you have expressed.  We can definitely assist you with this.  Please reach us on Twitter at CoxHelp, visit us on Facebook, or email by at cox.help@cox.com anytime for assistance.  We are always happy to help. 

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

JeRrYFaR wrote:

The new connection is with a modem they added in the living room. My actual modem is in the office in the back of the house

Can you explain that? You should only have one "modem", or one device that coax connects to. It may be either a stand alone modem(like the TM3402) or a modem/router combo(AKA gateway) like the Panoramic CGM4331. You may have both, but only 1 device should provide internet. The TM3402 is a internet/phone modem(eMTA) so maybe they have your internet through the CGM4331 and your telephone through the TM3402? The reason this is important is because if you have your router(Deco) connected to the CGM4331 then you could be under what is called double NAT which can cause some issues. The solution is to either put the CGM4331 in bridge mode, or the Deco in AP mode. Which one you do depends on which one you want to be managing your network. If you have some forms of Cox TV(IPTV) or Homelife, then you want the CGM4331 managing it. Otherwise, probably better for the Deco to do it. 

However if they SWITCHED you from the CGM4331 to the TM3402, that is different. Do you have any problems with your phone when you have the packet loss? Probably not loss of dial tone, but do people complain you sound like a robot or they sound like a robot? If so, then that isolates it to a Cox issue. Try posting your modem's signal levels. You can find them by entering 192.168.100.1 in your browser. If it asks for a login, try admin/password or admin/admin or try them blank. There should be a section with downstream and upstream signal levels. Post a screenshot.

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JeRrYFaR

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Thank you DannyS. I have already done that via email and received no response. Either way I understand. Feel free to close this thread if you need to.

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