Forum Discussion

JL517's avatar
JL517
New Contributor
3 months ago

high latency, packet loss, internet was disconnected and restored multiple times in last 24 h

Greetings,

"Primary internet is experiencing high latency."

"Primary internet is experiencing packet loss."

"Your primary internet Cox Communications was disconnected and has been restored multiple times in last 24 h."

These messages appear in my UniFi System Log. In the past 4 months, my home internet has required a modem reset 1-2 times per month.

What is the recommended course of action for troubleshooting? What tools and tactics can I employ to identify the culprits for these issues?

JL517

high latency
  • LisaH's avatar
    LisaH
    Moderator
    3 months ago

    Hi JL517. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on X at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator