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BigDataPhreak's avatar
BigDataPhreak
New Contributor
3 years ago

Averaging 4 outages a day

For about a week now we have been averaging 4 outages a day.  The outages are not happening at set times.

They only last a few minutes and there is no posted problem listed on the Cox application. 

And no, it is not my modem.  It's not only me it's everyone in my neighborhood in NW Glendale, AZ. 

13 Replies

  • UPDATE - I decided to look into the power levels and SNR.  SNR was good.  Noticed the downstream power levels were between just over +16 and +21.  According to the tuning document provided by Motorola cable the good range is between -15 and +15dBmV and also should all be within 3 dB of each other.  I shut it down and put an attenuator on it.  Now they are all between -2.9 and +0.9.  Yes, not within 3 dB, but the power is right in the middle of the good range.  Bigger benefit is no corrected or uncorrected.  Prior to making the change in less than 24 hours I had around 500K corrected and around 5X uncorrected for each channel.  So far zero corrected or uncorrected. 

    I'll keep an eye on it.  Finger crossed.

  • BenS1's avatar
    BenS1
    Former Moderator
    Hi @BigDataPhreak

    I completely understand the frustration of having an inconsistent internet signal. I checked your network and there are no issues in your area. Your modem does have timeouts on it and I checked your poll history and I see where some of your DS levels have been out of spec. Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you please bypass any splitters/amplifiers and plug it directly into the wall from the modem?

    Ben S.
    Cox Support Forums Moderator
    • BigDataPhreak's avatar
      BigDataPhreak
      New Contributor

      Thank you for checking.  There are no splitters or amplifiers.  Dedicated line straight out to the street.  Cox tech pulled a brand new one a few months ago when he bypassed/rewired to remove the cox phone equipment that had been left inline from when we cancelled that years and years ago. 

      I'm not the only subscriber in the neighborhood experiencing the issues.  The DS power was never that high before. I didn't think of checking that when we first started experiencing this about a week ago but had checked within the last couple months. It's been up a little more than two hours since I added the FAM-6 attenuator and zero corrected or uncorrected on any channels since then.  (except on the OFDM PLC channel which shows over 99M corrected and zero uncorrected). 

      I'll check again in the morning.

      • BigDataPhreak's avatar
        BigDataPhreak
        New Contributor

        Within 10 minutes the OFDM PLC channel is now up to 112,087,368 corrected.  Not sure what that means or if I should be concerned.

  • thecbass's avatar
    thecbass
    New Contributor II

    I hope to get some help as well following this because I am also in Arizona, Mesa AZ actually but maybe my signal/connection issues are similar in nature.

    We are experiencing multiple daily outages that only last a few minutes each time. Between 5min to 15min each time, multiple times a day. It has been about 2 weeks since this started happening according to my roommates. Only today evening I started logging these random blackouts trying to notice a pattern. So far every 40 to 60 minutes they are occurring. We do have multiple smart devices but besides these past 2 weeks things were working out fine, some outages here and there but those were mainly documented as general service outages on Cox's side. These recent ones are quite noticeable and too frequent to just ignore to be honest. We even went and bought a new router set up, Netgear's Orbi mesh router, to see if our older router might have been the issue and nothing :/ Other than us finally getting better speeds when the service works, about 900Mbps down and 35Mbps up, the issue seems to persist. We had a tech come over this past Sunday and she removed some filters and according to her, changed some connections on the line outside our home that was stripping due to weathering. After that we still have the same random drop of service. What I notice is when it feels like a shortage is comming i try to run a speed test and see what it does and see download speeds around 50Mbps and uploads in the decimals! 0.27 Mbps this last time i tested. We have tried resetting routers, modems, etc to no avail. Other than that I have to just wait for the service to resume. I also try to check our account when it does happen just to make sure Cox's service is not down for some reason but every time this happens our account indicated our service has no issues.

    Really hope someone from Cox sees this and gives us some idea on how we can get it fixed. I feel like an idiot having to call for a technician every time for them to show up and this never happening while they are here so idk where else to turn.

    Just as a summary today June 8th I have logged there outages:

    7:33 - 7:40
    Connection went out again for a couple of minutes.

    8:33 - 8:35
    Connection went out again for a couple of minutes.

    9:16 - 9:18
    Connection went out again for a couple of minutes.

    9:25
    Connection is fluctuating. Speed test showed Download 51.85 Mbps and Upload 0.27 Mbps. Earlier today Download was at 895.75 Mbps and Upload 34.45 Mbps

    • thecbass's avatar
      thecbass
      New Contributor II

      UPDATE: And off course as soon as I send this message internet starts acting up, go to the Cox website and it says there is an outage in my area, but 20 to 30 minutes ago I had checked and things were fine. I dont know what the heck is going on :/

      • MichaelJ's avatar
        MichaelJ
        Moderator
        Hi,

        I know that outages can be frustrating. It is possible that there is an outage in the area that may be related to the issues you are experiencing prior to the outage. Or it may be unrelated. I am happy to check your area status. Please send us your complete home address, your first/last name, and the name of the primary account holder.

        I won't be able to schedule another tech until the outage is cleared. Also, you may install the Cox App for area status updates (the app is available through the Apple Store or GooglePlay): www.cox.com/.../cox-app.html

        Thank you,

        Mike J.
        Social Media Support Specialist
    • MichaelJ's avatar
      MichaelJ
      Moderator
      Hi,

      Thank you for reaching out to us for assistance with the multiple outages and speed issues you have been experiencing. I am sorry that you are experiencing these issues. This is definitely not the customer experience we want for you and I want to help.

      Please send us your complete home address, your first/last name, and the name of the primary account holder.

      Even though you may have had techs come out already, it may be a good idea to schedule another tech to come out and continue to troubleshoot the issue as thoroughly as possible. Our techs are able to escalate issues to their maintenance teams and to their supervisors if they are unable to resolve an issue. Also, they can provide you with their contact information for follow-up if needed.

      I can set up an appointment, so you do not need to call in to schedule. Do you prefer a morning or afternoon appointment? What is the best number for the tech to call ahead?

      Thank you,

      Mike J.
      Social Media Support Specialist
    • MichaelJ's avatar
      MichaelJ
      Moderator
      Hi,

      I know that outages can be frustrating. It is possible that there is an outage in the area that may be related to the issues you are experiencing prior to the outage. Or it may be unrelated. I am happy to check your area status. Please send us your complete home address, your first/last name, and the name of the primary account holder.

      I won't be able to schedule another tech until the outage is cleared. Also, you may install the Cox App for area status updates (the app is available through the Apple Store or GooglePlay): www.cox.com/.../cox-app.html

      Thank you,

      Mike J.
      Social Media Support Specialist