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KWLV5's avatar
KWLV5
New Contributor

Connection issues daily

I've been experiencing connection issues during the hours of 4 p.m. PST till 10 p.m on average, and this is nearly a daily occurrence. All the support repeat the same copied paste responses, while nothing gets resolved.

Issues I've experienced are:
High ping spikes 500-1000ms
Dropped connections, and DNS servers failing to respond.
Up to 50% packet loss depending on what online services I'm using.
Speed drops from 300Mbps to about 12, while upload remains the same.
Cable modem page showing large number of uncorrectables sometimes, during these lag spikes usually. (I had a tech check out my equipment  for ingress and it was fine.)

Outside of these hours it seems to work fine, without any issues usually. I've been pretty much forced to tether with my phone If I want stable internet during these hours. I'm not sure posting here will solve anything, since making calls and having a tech come out didn't.

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  • LisaH's avatar
    LisaH
    Moderator
    Hi KWLV5. We will be glad to help but will need you to send an email to cox.help@cox.com and include this link along with your complete address and name on the account. - Lisa, Cox Support Forums Moderator
  • glefever2181's avatar
    glefever2181
    New Contributor III

    Same thing here, massive latency spikes all day everyday. Certain times of day are worse than others. I've run pingplotter and smokeping for almost 2 weeks to capture the data, you can see how bad it is. Cox however says "we don't see anything wrong on our end". Typical stuff. Can't wait for Starlink or 5g to become available.

  • Bruce_Niere's avatar
    Bruce_Niere
    New Contributor III

    I can't even game right anymore. I think the support system can't handle our packet loss complaints cause they want you to email now instead of answering here.. I have been battling with them for 4 months now but they haven't fixed it

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Bruce, Cox handles each inquiry in the forums on a case-by-case basis. I have pinged your modem several times, and we are not seeing any packet loss at all or any issues with the node in your neighborhood. Packet loss that takes place off of our network and on a gaming server is beyond the scope of our support. -Kevin M. Cox Support Forum Moderator