Intermittent internet quality and upstream issues
Hello, I am trying this venue as a last resort to getting a substantial answer to my Cox Internet service challenges.
Cox Internet Premiere (grandfathered) 150Mbps\10Mbps
Intermittently, internet quality drops from well above 150 Mbps/ 10Mbps to something far less. The primary issue I have is the diminished upstream and huge packet loss that occurs each time. At worst, the upstream drops to 0.9 Mbps and I get packet loss in the 10-30% range. Of course this happens most often after business hours, though not at regular times/days through the week, and never when the techs have shown up.
For almost two years I experienced exceptional internet service. Beginning February 14th, the intermittent issues began to occur. Over time I have narrowed the issue down to a degradation of service from/through the Cox.
I replaced the modem 3 times, including one of the new Cox Panoramic modems from a Cox store. I simplified my home network to one PC (ethernet), one game console (ethernet), one laptop (wireless), and one cell phone (wireless). Wired devices are plugged straight into the modem/router.
Arris SBG7580-AC with latest firmware.
3 tech visits, with the last one checking all the way out to the pole. There is currently an escalated support ticket that has been unassigned for over two weeks. I've been told by 4 different Tier 2 folks that they escalated the ticket and that I would hear back from someone within 24-72 hours. I am currently in the 4th iteration of that... no one has contacted me back yet.
I have spent at least 40+ hours of my time trying to troubleshoot and work with Cox support to resolve this. Oh, and I have worked for 20+ years managing small business networks, so I'm not one of those 'techs that are not worth their salt' as one T2 tried to insinuate to me.
What is going on?
Is this situation being addressed?
Is there anything I can do to help resolve this?
Cox tech Dave came this morning and made sure service on the property was in good shape. He and another tech monitored for the issues above throughout the day and were able to track down the trouble to two different issues at two different locations. Kudos to them both. Internet has stabilized and I'm hopeful that this will remain the case. Thanks guys and gals for all the help. My faith in the folks at Cox handling the field work has been restored.
One of the issues was tracked to a loose connector on a neighbors modem two streets away. So make sure your modem cables are tight! Cheers.