Forum Discussion

maverick46's avatar
maverick46
New Contributor II
2 months ago

Intermittent connectivity loss

I'm writing this out and am at my wits end..

I've been facing multiple instances per day with complete packet loss sometimes for up to a minute, for the last few weeks. I've had multiple service tickets via chat with all of them ending in the tech at the other end rebooting the modem, telling me everything is okay or making an offer to have a technician sent over for a fee (when clearly the issue is on the Cox-end of things - a continuous ping I have running clearly shows a Cox router: 72.212.69.30 returning a 'Host unreachable'.

Any advice on how I can get this resolved? Both my fiance and I work from home and losing connectivity multiple times every day during video calls is unacceptably frustrating.

packet loss

24 Replies

  • repittman's avatar
    repittman
    New Contributor
    12 days ago

    Same issue, especially late afternoon...so frustrating...have followed all the procedures numerous times to no avail.

    • LaToyaW's avatar
      LaToyaW
      Moderator
      11 days ago

      Hi

      Thank you for choosing Cox. I'm sorry you are experiencing intermittent connection with your services. Please don't hesitate to email us your full name and complete address at Cox.help@cox.com for further assistance on this matter.

  • maverick46's avatar
    maverick46
    New Contributor II
    27 days ago

    Had another instance of packet loss yesterday evening and the ping results showed the same issue: bunch of lost packets followed by a few where a Cox mailto:router@72.212.69.30 responds with a host unreachable message. I don't believe the issue is a physical layer (Ethernet, WiFi) issue due to the fact that my pings appear to be reaching this router on the Cox network.

    • Darkatt's avatar
      Darkatt
      Honored Contributor
      26 days ago

      One thing to remember, a ping is a very low level request, if the device you are pinging is busy, it may not respond. 

      With that being said. just a bit of verification. Have you tried swapping your cable wire with a new one, replacing barrel connectors in wall plates, and any splitters you may have? Also, verify all cable connections are snug, they can become loose even after being tightened, due to vibrations.  If everything is good, all lights on modem remain solid, then you may need to call Cox and request a technician. Remember if it is an issue with home wiring or your equipment, there may be a service charge unless you have Cox Complete Care. IF the issue is on Cox's end, all repairs are at no charge. 

      • maverick46's avatar
        maverick46
        New Contributor II
        25 days ago

        Fair point on ping traffic and servers rejecting it - which is where you'd see a 'Request timed out'. But the fact that during each drop out there's instances where 72.212.69.30 (which if you do a reverse lookup, is a device on the Cox network - presumably a router) returns a 'Host unreachable' shows that there is a problem on Cox's end.
        I get that this level of technical analysis is expensive and Cox would rather work their way up, but blaming stuff on wiring or WiFi in the face of data is frustrating.

    • ChrisJ2's avatar
      ChrisJ2
      Moderator
      27 days ago

      Hi, there. I'm really sorry about the issues you've had with your service and I'd like to help. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We really want to get you back up and running.

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    28 days ago

    What modem / router are you using? Is your computer connected via ethernet, or WiFi? When you temporarily lose your ping packets, do the lights on the modem change in any way? Need some info to help troubleshoot. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    29 days ago

    Are you having the issue on all devices or just that device because a general failure points to a device issue, if google is to be believed. Also, wifi vs wired? Last, post a tracert or pingplotter result to same server to see where it's failing. Like where that host is. 

  • maverick46's avatar
    maverick46
    New Contributor II
    30 days ago

    If ever there was a case-study for what lack of competition can do to the service experienced by consumers...

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      29 days ago

      I think the case study was Cox's existence...and it failed. To be fair though, name a "good" ISP. Heck, name a good company that makes over a billion. Arizona Tea is like the only one I can think of and I don't think they make a billion in sales. Google fiber was supposed to be the chosen one, pushing ISP to upgrade to fiber. But the ISP decided it was cheaper to just put more money to fight google in the courts. It just isn't as profitable to make a good product/service anymore when a bad product will sell just as good and sometimes better. I see the problem being the consumer. They need to be more educated, both about the product, the market and just life in general. Cox used to push customer education as part of their support strategy. When sales > customer education and tech support in general, it was crash and burn from there.

  • Drubio14's avatar
    Drubio14
    New Contributor
    30 days ago

    I’ve had the same thing. Even had a technician come out to just tell me everything is fine then like clock work on the weekends it goes out for my entire neighborhood. Can’t report the outage because cox app says everything is fine yet I’m only getting 1% of my plan speed 😂 definitely recommend switching to century link or T-Mobile WiFi 

  • router_junk's avatar
    router_junk
    New Contributor
    30 days ago

    I have been having the same problems in Johnson. Their customer service is terrible. Ours is constantly going down and is right now. I'm sick of it. I'm filing with the FCC a complaint of not receiving service 

  • Beengolfn3's avatar
    Beengolfn3
    New Contributor II
    30 days ago

    I have panoramic wifi with Cox and we are experiencing periodic short outages (15 to 30 seconds each) similar to you. A cox technician has come to our house 4 times with the 5th scheduled for Tuesday.  Any idea on the problem you’re having. If they can’t fix it this time, a switch to Verizon might be in my future. Thanks  

    • maverick46's avatar
      maverick46
      New Contributor II
      30 days ago

      Beengolfn3, in my case the tech came over and within a few minutes, took out a splitter that was in-place from the original Cox installation. We didn't really need one since we aren't planning to use cable services etc.
      And since then, we haven't had any mini-outages and the packet loss is no longer an issue either (I've been keeping an eye using the continuous ping).
      What are you seeing when you run a constant ping to 1.1.1.1 (Cloudflare's DNS server doesn't seem to have a problem with ping traffic unlike Google's 8.8.8.8 which drops some traffic)?  

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        25 days ago

        If you don't have TV service why was splitter there to begin with? Did you have TV service before? Is this a new install? Was it a self install or pro install. Guess it doesn't really matter since my gut is telling me it's some kind of device issue, probably NIC driver related. But that is without knowing if it happens on other devices.

    • DorisM's avatar
      DorisM
      Moderator
      30 days ago

      I’m truly sorry for the inconvenience you’re experiencing. To ensure you get the best possible assistance, please reach out to my team directly by emailing cox.help@cox.com. We’ll be happy to look into this further and get things resolved for you as quickly as possible.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        29 days ago

        Are you truly sorry? I find that hard to believe, considering almost every single post you have written begins with those 3 words. Either you are a AI bot or you talk/think like one, and I am not sure which is worse. I understand you need to be professional but words are important and you should only say words that you mean, even if they have to be sugar coated. Just don't say "truly" because really, you aren't sorry. Why would you be? You didn't cause OP's problem. You don't know the person or the situation enough to feel "true" empathy/sympathy, so any emotions you show to that end are automatically insincere. Maybe if they still included Acorn customer service training you would know this. Or maybe if Cox hired better AI programmers, you would be more convincing. 😅

  • LisaH's avatar
    LisaH
    Moderator
    2 months ago

    Hi maverick46. 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