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Remster's avatar
Remster
New Contributor
2 years ago

Currently at the end of my rope, seeking help for long term connection issues

So I apologize for the long post, but I feel the need to explain my situation fully. I have been a Cox Customer for about 7 or 8 years now. In the past I've had no issues with my service, outside of the occasional outage. But a year and a half ago I moved into a new apartment (in the same area) and I started to have connection issues. For a while I had no problems, but then they started. My issues relate to my actual connection getting massive loss and slowdown. Here is an example of what happens to my upload speed https://imgur.com/a/XugfJJF

And here is what I am seeing in terms of packet loss

https://imgur.com/rngODwC

Now when this started happening, I reached out to Cox. I've went through all the simple questions like checking my Coax cable and resetting modems and doing direct connections, but nothing changed. So I had a tech come out. The tech did some stuff in the wall, and he said I should be good. For a few months I was, and then the issues started happening again. Ok, let's get another tech out. The tech said the node was fine and that I needed to upgraded my 3.1 modem to a 3.0 modem to fix the issues. Frustrated as I was, I decided ok. Let's do that. I upgraded the modem, and....the issues continue. Time to have a tech come out...AGAIN. 

Now this tech comes out. Nice as can be, however he explains that he is a subcontractor and that he is limited in what he can do. He tests my modem and explains that my issues probably relate to some type of interference, from planes or other devices sending signals and that everything on my end is fine. But because he can't do more, that's all I am left with.

At this point, I have no idea what to do. I work from home, and I run into intermittent connect issues. 90% of the time I have no problems, but when I do have issues it's unbearable. And I need to have things working for my work. I would of loved to shoot this all in an email, but Cox has no email support. Whenever I talk to them, all they can do is tell me the same basic answers (check coax, etc, blah blah). Sometimes I notice they are working on my area, but there is never any communication from them about that. When my connection is bad, they tell me they can't even see my modem running. And sending a subcontractor out when I've had this issue multiple times seems bananas to me. There seems to be no thorough communication between the departments.

If there is an issue specific to my area, I would like to know. If a tech really can do something, then send one out that can. If I'm destined to not have a solid connection in this apartment, I need to know that so I can reassess my situation. Maybe I need to wait for fiber in my area, maybe I need to move. But I feel like I just keep getting the runaround all the time and...man I just have no clue what to do. 3 techs were here, I've bought 2 modems (already bought an oudated one when I moved), and no one can give me a straight answer.

So yah, at this point I really need some help. If anyone from Cox can give me a clear answer on what I should do, or maybe they could even look at my account or my area and see whats going on, I would really appreciate it.  

4 Replies

  • @Remster, I recommend sending us an email with your full name, address, and link to this thread to cox.help@cox.com so we can look into this ongoing issue on your behalf. -Allan. Cox Support Forums Moderator.

    • Remster's avatar
      Remster
      New Contributor

      Thank you for the response. I have sent that information to that Email Address.

  • MRODEN's avatar
    MRODEN
    New Contributor

    I'm also having issues with the connection. Internet (wifi) will just drop causing the modem to reboot. Been going on for 2 weeks, I replaced the router and modem even had someone from cox come out last weekend,  no issues for almost 2 days. Now the internet is cutting out again. Getting pretty frustrated at this point.

    • Allan's avatar
      Allan
      Moderator
      @MRODEN, I am truly sorry to hear that you are experiencing this ongoing internet issue and I recommend sending us an email with your full name, address, and a brief description of the issue to cox.help@cox.com. -Allan, Cox Support Forums Moderator