Poor line quality, service tech could not fix the problem, what now?
I live in Southern CT, and have been experiencing poor line quality for several months. I'm seeing dropped packets at most times during the day. (typically around 0.3% - 1%) In the evenings, packet loss will spike to 3-5% at times. Overall speeds are as expected, tested with a variety of online speed test applications.
In some cases, I'll experience waves of massive loss in the 50% range. I'm an avid gamer and it's the primary reason I pay for the preffered speed I currently have. These line quality issues are essentially making my internet useless and I'm at my wits end. These issues are on an all-wired connection and have persisted both with & without use of my router.
I've made two service calls already. The first technician arrived with a clipboard, asked me about my issue and was unable to do a single thing. He suggested my cable modem might be bad and that he would have to "escalate" my call to a field supervisor to have them check plant.
I already had an approved DOCSIS 3.0 modem from the Cox approved list. However, In order to quickly rule out/in the cable modem issue. I purchased a new cable modem, different make & model, the next day (from the COX approved list). The issues persisted. I made another call to technical support and asked about that status of my ticket (since it was supposed to be escalated.) It wasn't, and except for a few notes on my previous call, the ticket had been closed with no further action taken. I setup another appointment, this time with what I was told was a supervisor.
The second tech arrived, this time prepared to check the wiring in my home and make some changes. My wiring was fairly simple, only two splitters between the box and my cable modem. In order to rule out my homes wiring, the tech rewired everything in a couple of hours and added an ingress filter. While my modem levels looked good (as they did before) the loss issues still persisted.
I was told by the technician he would escalate my issue to "plant" as he believed everything within the house had been ruled out. The second tech did quite a bit of work & re-wiring to fix my issue, sadly it didn't work. I've yet to hear back from Cox so I'm going to assume there is no open ticket on my account. I can't keep taking time off from work to meet technicians with clipboards who aren't interested in solving my problem. What do i do now?
I'll be happy to provide ping plotter results once I get home. Please help.