Forum Discussion

Zawakaz's avatar
Zawakaz
New Contributor
7 years ago

15+ years of connectivity issues still not resolved need high level help

Been having this problem as far back as 2000 nothing we have done has helped and I can't seem to get any complete help. Still having EXTREME packet loss consistently. Let me explain what ha...
Becky's avatar
Becky
Moderator
7 years ago
Hi Zawakaz, your modem is reporting a high amount of T3 errors and uncorrectable errors. These symptoms, along with your traceroute, lead me to believe there is a signal issue to the modem. If there are any splitters on the coax connection to the modem, please bypass (or replace) the splitter, reset the modem, and see if the issues continue. If there are no splitters between the cable outlet and the modem, I suggest a service call. If you'd like my team to schedule a service call appointment so you don't have to call Technical Support, please email your full name, address, and a link to this thread to cox.help@cox.com. -Becky, Cox Support Forums Moderator
Zawakaz's avatar
Zawakaz
New Contributor
7 years ago

also, it happens whether there is splitters or routers(or not) and resetting modem doesn't fix it(its been 17 years of this I can't think of anything I haven't tried lol if there is a cable or connector I have tried every combination of them.

this is worse than when i had to do all the work to figure out that my modem at my office was being uploaded docsis 1 rather than 3.

I'm not sure a house call can fix my problems since we have had techs out over 30 times and they still haven't resolved the issue. (including supervisors and district supervisors) I want to say this is a hardware or routing issue that is not on my property.

If a customer has had dozens of techs out and the problem is unresolved what is the NEXT STEP?

Especially if the problem doesn't seem to be on their property.  What do I do when having a tech come out doesn't do anything?

  • CarolLM's avatar
    CarolLM
    Former Moderator
    7 years ago
    Hi there, I'm confident this is an issue we can resolve. As Becky as previously requested, in order for us to schedule the appointment please send us an email to cox.help@cox.com, a Facebook private message, or a Twitter direct message and include a link to this Forum conversation. We really want to get to the bottom of this and I look forward to that so you can fully enjoy your Internet service. -Thanks, Carol