Daily outages in my area. UNACCEPTABLE
There are daily internet outages in my area (92026) this is unacceptable! I need to work remotely and with 0.5Mbps upload speeds, it is impossible. I pay for 300 down/ 30 up speeds and rarely reach t...
Forum Discussion
I have the same issue and working from home, I have daily conference/Video calls and if my upload is slow then they will not hear or see me well at all. I live in the same Zip as you (Country Club area). I pay for the same service of 300 down and 30 up. Been here since Oct 2019. Been working from home since Mid-March when Covid shutdowns impacted us. Since then I have had no issues with the service up until Mon 6/15. I called Tech support and automated response immediately told me there is a Service Outage in the area. I got a live agent and she told me the same thing but said they can text me if the outage has been resolved. Got the text about 4 hours later and checked speeds again. Upload still less than 1 mbps. Download speeds were normal. I tried troubleshooting that day with 3 different COX techs online but they all only seemed to want to upsell me higher services because they said my modem (Arris SB8200) is working fine so it must be all the devices (10) i have on my router. 6 of those devices are just smart appliances the rest are 2 laptops and 2 smartphones! There is just me and my wife in this house! Finally, the 3rd tech after giving me the sales pitch (turned it down again) said that I should at least try out the COX panoramic WiFi modem for $11/month just to see if anything changes. They said there is no contract and I can return it for prorated credit at any time. I said can't you just send a Technician out to check my lines? The Online tech said not unless you have Cox equipment. So the next day Tues , I went to the Cox store and got me their Technicolor modem. Hooked it up waited for it to setup and plugged my laptop into it via Ethernet and ran a speedtest. SAME ISSUE. Upload speeds less than 1 mbps down. Download was fine between 270 and 290 mbps. So no change. I called a LIVE agent again and told her my saga. She confirmed that they can send out a Tech the next day. The tech came promptly at 10am and I proceeded to show him my issues (through an open window.) He confirmed the slow upload (it was 0.07 mbps). He even told me not to use the Cox Speedtest server that OOKLA usually presents first. I picked another local server and ran the test. Stlll less than 1 mbps. He checked all my outside lines at the drop, my block amplifier since I am far from the Pedestal, and my connection at the pedestal. He said my lines were fine but the issue is presenting at the pedestal so that means either the pedestal is bad or the neighborhood should be having the issue due to some other pedestal issue upstream. I informed him that there was an outage on Monday and they said it was fixed. He said they may have fixed that particular issue but something else may have broken in the process. He said he will write another ticket but it will be for investigating a neighborhood issue. He said it should be fixed in a couple of days. This morning,Thurs 6/18, I noticed a Cox Truck (cherry picker type not the normal Ford Transit Vans the techs use for installations) driving around my neighborhood and it stopped at the pedestal I am connected to. Not sure what he did since I don't have a clear view of my pedestal from my window. After he left, I checked my speeds again. Still slow upload. Can the any Cox moderator on this site tell me the status of the Ticket that the Cox tech gave me yesterday? The Ticket number is ESR000003266457. Would like to know when this issue will be resolved.
I am very confident that the issue is in our neighborhood. I went trhoug the same process as you a few weeks ago. Changed the modem, no dice. Cox sent a tech to check the line from my house to the side walk and that was good. I have a single new quad shielded coax cable inside the house going directly to the modem so that's not the issue. I think they have a bigger issue in our area and they are not aware or don't want to fix it properly.
When the Cox Tech visited you and confirmed there was no issue with your equipment or connections did the tech tell you how it was going to be escalated? Did they give you a ticket number that you can wave around to the COX people? Hopfully the ticket I got (if its real as it's not confirmed yet by any COX Moderator in this thread) will fix our issues if we are on the same node. I have been noticing more of the Cox bucket trucks (some Cox branded and others unbranded) coming into my neighborhood so I believe there is work going on near me. I'm thinking it's related to my ticket. We shall see.
I didn't get a ticket from the tech, he only changed the connectors on the coax cable from the house to the sidewalk, tested it and said it was good. I saw him run the packet loss test with his device and the line was good. That's why I think it's something wrong with the neighborhood node. Hopefully, with your ticket they get to work and find out what's going on.
**Update**
I just ran 5 tests using 5 different servers and the Speeds are back to where they should be!!
My last OOKLA Speedtest shows 277 down and 29.77 up and the 4 other tests were very close to those speeds! I'll keep an eye on this over the course of today to see if the fix is good!
Try running a speed test now to see if anything changed for you.
jcastaner1 I hope your issues with upload speed have been resolved by now! Anyway, I just wanted to give you a heads up! Check your bill! If you had a Cox Tech come to your house, they MIGHT have charged you a Pro Connect Install fee which is $100! They apparently charge this if the Tech comes out to your home to fix a "Self-installation" issue. I had no self installation issues since it was a neighborhood equipment issue. I spend almost an hour "chatting" with a CSR trying to convince them that the charge was NOT valid as they kept insisting it was! Even when I asked the CSR to escalate to their supervisor they both were insisting it was valid! It wasn't until I gave the CSR the Ticket# I posted here and did some investigating on their own that the CSR finally agreed with me. They apologized to me for the confusion and gave me the $100 credit to my account!
