Constant packet loss after upgrading plan. What happened here?
Hello. We recently upgraded our plan last week and ever since then, we've had constant packet losses and disconnects. Before the upgrade, everything was fine. During the upgrade process, the internet went offline for a while. When it came back is when we started having issues. I don't know if firmware was pushed to our modem or what changes were made but it killed our service.
Now, I'm completely unable to stream to Twitch (or any streaming service,I've tried others too), apps like Netflix/Disney buffer or time out, random disconnects that affect all devices regardless of what anyone is doing. It'll happen during peak hours and off hours (like 1am). We were supposed to be getting 1GB download speeds with the upgrade but would cap at 200-300 on testing sites including COX, the upload speed varies from normal to nonexistent.
Customer Service noticed this issue when we called and, like others here, said it was the modem. This modem is only a few months old and was working fine until the upgrade. We did the usual CS procotols and after the call ended, we did our own tests. We're at a loss here and cannot use the internet properly anymore. I personally rely on Twitch for my work at home as I'm disabled and cannot hold a 9-5 job. Now, I cannot use Twitch at all. I really need help to resolve this issue as I don't know what else to do.
Any help would be greatly appreciated. Thank you.