New Contributor

atrociously inconsistent upload speeds as well as connection to twitch.

Hey everyone,

I've been a cox customer for 3 years now, and I am a affiliate twitch streamer who is just starting to grow my channel in hopes of doing this full time.

Now up until about 4 months ago I was streaming to twitch using the premier package and had no problems, then we had a slew of problems in my apartment complex that effected multiple tenants have EXTREMELY low upload (like less than 1 mbps). During this time I tried many many solutions (including upgrading to the ultimate package)

however since then, the speeds seem to have leveled out a bit (only on speedtest.net, still a little inconsistent on other tests) and NOW my streaming to twitch is horrendous, I can only dream of streaming at the quality I used to, something seems to be interfering with my connection to twitch and also my upload in general seems all over the place.

I've tried BRAND NEW hardware, I've had multiple technicians come out here and tell me that YES there is something wrong but they can't figure it out, even a supervisor came out and told me the same thing this last Thursday. I have spoke with possibly hundreds of different reps and to no avail.

I NEED SOME HELP WITH THIS, I am paying for a service from you guys for a reason and I can no longer use the reason I'm paying for this service any longer. The customer service from you guys have been atrocious, constantly giving me the run around, this has been almost 5 months now I've had this same exact problem with NO help, I've had technicians come out BACK to BACK and all tell me that I have a problem but they don't know what to do.

now here is a post on reddit with multiple people who have the SAME exact issue as me

https://www.reddit.com/r/Twitch/comments/4cmxau/cox_is_throttling_customers_who_stream_on_twitch/

here are some of my speedtests:

http://testmy.net/db/cesKgYxOW

http://beta.speedtest.net/result/6643836876

http://speedof.me/show.php?img=170921181400-3969.png

Now I can upload a test directly from my xbox and my ps4 as well if you'd like and they will show uploads that fluctuate from 7-12.

even speedtest seems to fluctuate from like 20-30, but like I said my upload is VERY inconsistent, I had a supervisor named walter that was here last thursday and he understood what twitch is (unlike everyone else I have spoken to) and he plugged directly into my line and said that my uploads were low and even he had no clue what to do.

PLEASE HELP ME WITH THIS PROBLEM IT IS NOT SOMETHING ON MY END.

16 Replies

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DannyS
Moderator
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. We can definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.
JackL
New Contributor
I knew I was not the only one having these problems. My problems started July 21st. I have been with Cox for decades and never had an internet problem until now. Since July, I have had 3-4 technicians come out to check lines, coaxial connections, replace cables, etc. I have upgraded to preferred, replaced my modem and wifi router with high end equipment, but I still have random disconnects with the most be as recent as last night (July 21st). I have to go in and reboot the modem and/or wifi router at least 2-3 times per week. This is unacceptable. If there was another option, I would not put up with this.
ChrisL
Former Moderator
@JackL

It looks like an outage is being worked on in your area. I apologize for any inconvenience.
JackL
New Contributor
ChrisL said:
@JackL

It looks like an outage is being worked on in your area. I apologize for any inconvenience.

That is what I was told as well when I called support last night. Interestingly however once I rebooted the modem and router while waiting to speak with support, it rebooted successfully and had it the rest of the night, and this morning. Since you are able to access my account, you can see the number of times I've had to call Cox in the past 2 months with internet connection problems. You have to find a bit of irony in that when there has been no outage, I have problems, but when there is an outage in my area, I am getting internet.
Warmongerx23
New Contributor
This is absolutely the right place for this issue. A lot of us are having this problem and it seems like Cox is not communicating internally. I had one person that didn't know there was an issue and then someone else tells me they knew about the issue. I appreciate your post kingleeps at least I know I'm not crazy. I'm sick and tired of troubleshooting this issue. If you read his post DannyS you would see that he has contracted Cox on numerous occasions with no results. What I really want to know is if there is an issue when will it be fixed and if it cant be fixed then let me go to a company that can provide me the service I am paying for. By the way my issue is almost no upload speed .75 Mbps is the fastest. This has been going on for three weeks and yes a technician has looked at this issue twice. Both techs have been baffled. Miraculously the service works for a few days and wham no upload speed again.
Rob_Ervin
New Contributor
Kingleaps, what brand and model of modem do you have?

I have read some bad stuff about about the modem I just bought. I am returning it, as the speeds of my OLD modem were better then this "supposed" ULTIMATE speed modem.

https://www.dslreports.com/shownews/The-Arris-SB6190-Modem-Puma-6-Chipset-Have-Some-Major-Issues-138411
kingleeps
New Contributor
I have tried multiple different devices and even used the ones that Cox themselves represented, right now I have a netgear and a aris surfboard which are literally less than a a week old.
kingleeps
New Contributor
you say this isn't the place but I've gone literally everywhere else and gotten nothing but shrugs on your end, at least here others who have this same problem can speak out until something is done.
kingleeps
New Contributor
lol actually funny that does seem to be the same modem as me, is this only a problem with cox though because it has stellar reviews online and I have friends who have the same exact one.
JackL
New Contributor
ChrisL said:
@JackL

It looks like an outage is being worked on in your area. I apologize for any inconvenience.

Okay, after losing internet service again yesterday (Sunday, September 24th), my situation was again escalated. A technician came out today, looked at my modem for the 4th time, checked my box for the 3rd time, finally concluded that the modem was getting too much juice, causing me to lose a connection. I paraphrased, but it was something like that. So back to my situation, it was suggested that I upgrade from essential to preferred based on my usage, when I had the problem the first time. Could it be that I need to scale down?