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Spiglia's avatar
Spiglia
New Contributor

6 Weeks + and still no result.

Background:

I have a ticket open with Cox since 11/19/2016 and my problem is still not resolved. I started calling at least 2 weeks before that date as well. They have sent 45 technicians to my home and no one can find a problem on my end. The ticket from 11/19/2016 was created after Cox acknowledged that there is an "Upstream Interference" problem in my neighborhood. My internet will go out for 3-5 minutes at a time and when I check the logs it states "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=". Aside from the obvious outages, I notice quite a bit of TCP time out and general sluggishness. The problem is that the timeouts only happen a few times a day and I'm sure it's tough to find the root cause. I work from home so, it will knock me out of webex meetings and other functions and it becomes extremely frustrating. I have to call at least once a week to get an update and "EVERY SINGLE TIME" they attempt to send yet another tech to my home. I have denied the tech a few times and ask them to check the "Maintenance Ticket". 

This started with my own modem, Motorola SBG6580 and we switched to a Cox modem with the same results. 

Questions:

How long should it take for a problem like this to be resolved? 
I've seen similar issues on here and with other carriers, but it seems to happen more often. Is cox hesitant to fix this, because I am the only one complaining? 

My only other option is AT&T is the bandwidth is limited in my neighborhood. I have not considered AT&T yet, but it's starting to become a more likely outcome. 




6 Replies

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  • Omoeba's avatar
    Omoeba
    New Contributor

    Please post your modem information (combo usually at 192.168.0.1, seperate at 192.168.100.1)

  • vegas50000's avatar
    vegas50000
    New Contributor

    They won't fix it, but you can call up and request a service credit applied to your bill.  You can also threaten to cancel and they'll give you a deep discount.  Otherwise I'd actually cancel and try AT&T.  They may not offer the same capacity (bandwidth) that Cox does - but you may get a high quality connection.  The only way to know is to switch over and perform QoS and packet loss tests.

  • Spiglia's avatar
    Spiglia
    New Contributor

    Thanks for the reply! Below is a Screen Shot of my Modem logs, sad part is that I know that someone is monitoring my logs because some (not all) are being deleted.. I monitor it pretty a few times a day and everytime I notice the problem. 

  • VegasUser's avatar
    VegasUser
    New Contributor

    45 technicians to your house? Really? You could have posted a realistic number like 5. 45 is absurd, no company would allow that.

  • vegas50000's avatar
    vegas50000
    New Contributor

    VegasUser said:

    45 technicians to your house? Really? You could have posted a realistic number like 5. 45 is absurd, no company would allow that.

    I had 13 technicians come to my house for a previous issue.  45 is a bit absurd, but anything's possible with Cox.

  • Spiglia's avatar
    Spiglia
    New Contributor

    I meant to say 4 to 5.. between the technicians and the :"maintenance" guys looking at the tap that is on the street in my front yard, it's tough to keep track.