Forum Discussion

String's avatar
String
New Contributor
7 years ago

Downstream periodically goes down and has a huge amount of errors.

Long story short, about a year and a half ago I had my downstream going out (usually at night, when cold) and a tech came out and installed a signal booster in the basement. Fixed the problem until about a month ago when we started having significant drops in either upstream or downstream (one or the other. last time it was upstream, this time it's downstream.)

Every time I call support they want me to check the connections, reboot the modem, turn my PC off and on again, etc. I've done it all. I even let one of the phone people talk me into it being a bad modem (as my modem is DOCSIS 3.0). Changed the modem, zero change. Seriously, it was 100% fine earlier today, around 5 PM the downstream shot straight down to sub 1MBPS.  This same event happens 2-5 times per week.

Screenshot from modem showing uncorrectables

Anyone have any idea how to go about trying to fix this? Last time they sent a tech out to install the booster they tried to charge me $80. After a phone call they waved the fee, also they recently increased the price of my internet by 40% (which was somewhat reduced after a phone call, but still higher.)

Thanks for any insight you may have.

  • Becky's avatar
    Becky
    Moderator
    7 years ago
    Hi String, I agree with WiderMouthOpen. Your modem metrics lead me to think there is ingress or some other distortion impacting your modem's signal. Since you've already replaced the modem, there may be something going on at your tap or demarc that a tech can resolve. If you'd like my team to schedule a service call for you, please email your full name, address, and a link to this thread to cox.help@cox.com. -Becky, Cox Support Forums Moderator
    • String's avatar
      String
      New Contributor
      7 years ago

      The problem fixed itself the next day. Tonight at around 5:30PM CST it started up again. Same errors on the modem, same download speeds (below 1mbps). Restarting doesn't fix it.

      There are no splitters on the line, it goes straight from your drop to my modem through the crawl space. Any solutions I can try other than having a tech sent out? Last time I almost got charged.

      • Becky's avatar
        Becky
        Moderator
        7 years ago
        Hi String, my only other suggestion would be to test a different modem. -Becky, Cox Support Forums Moderator