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Gedafix's avatar
Gedafix
New Contributor

Trouble getting to escalated technical support

Hi there, we have been having repeated internet connectivity issues in our area in Laguna Hills CA. I am getting complete packet loss from our demarc every 2-3 times an hour resulting in disconnections from internet services and general quality of life issues. It occurs most often in the morning, its absolutely not related to my hardware it occurs most frequently during the morning hours and i have used two separate modems. (One cox issued, one third party, both DOSCIS 3.0)

Akamai Network packet capture - 60 minute time period http://imgur.com/a/4XWX6

twitter Network packet capture - 60 minute time period http://imgur.com/a/Esd9U

Google Network packet capture - 60 minute time period http://imgur.com/a/PXait

Can someone please escalate this issue?

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  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Gedafix

    If you're losing packets at the demarc that is something a technician would need to come out and troubleshoot. The modem is reporting some power adjustment issues when I look from this end. Can you try connecting the modem to a different power source and see if that helps?

  • Gedafix's avatar
    Gedafix
    New Contributor

    Can we please get a response? This is extremely poor customer service to have to call twice, open a support ticket, and post in a forum and still receive no follow-up about my ticket

  • Gedafix's avatar
    Gedafix
    New Contributor

    The modem is plugged into a different power source and still receiving issues. I have plugged it into both a power filter as well directly into the wall, that doesnt really explain why i only have issues in the morning. It's not a hardware issue as explained above.

  • Allan's avatar
    Allan
    Moderator

    Hello Gedafix,

    I suggest we have a tech come out to the home location and help resolve this for you. Please send us an email with a good day, time, and contact number that you prefer for the tech.

    Thanks,

    Allan - Cox Support Forums Moderator.

  • No_More_Cable_B's avatar
    No_More_Cable_B
    New Contributor

    No More Cable Bills:

    [Copy&Paste the link to view video]

    https://www.youtube.com/edit?video_id=wROUdmO-uY8