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adam755's avatar
adam755
New Contributor
4 years ago

Intermittent packet loss for months

I have been having issues with packet loss for several months now. I will get loss every 5-20 minutes that lasts for about 30-60 seconds before returning to normal. The length and frequency of the packet loss can change but this is the average that I have noticed. It can occurs on all days of the week and at all times of the day. I have called tech support and used the online chat multiple times without success. They keep telling me that the modem is likely bad. The modem is new within the past 5 months. I rented a cox modem and I am still having the issues. I have been told that the tech support agents are only able to run packet loss tests for about 20 seconds. I can't imagine that it is hard to run the test for a longer length of time. A tech has come out within the past 5 months and made sure that the cabling on the outside of the house was up to date. He was unable to come inside due to COVID. I was able to assist him with testing some of the inside wiring by connecting a tool onto the coax jack in the outlet the modem uses. He said nothing was wrong with the wiring in the house.

I am hoping for some assistance on this. Calling in to support is not helping because timing the packet loss occurrence with the techs running the test seems impossible.

This is what the packet loss looks like when it occurs. https://ibb.co/88H7s1L

2 Replies

  • adam755's avatar
    adam755
    New Contributor

    I should note that the device I am running the test from is hard-wired. 

  • Hi Adam755. The purpose of the Cox Internet Forum 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. I am unable to open the attached file that you sent. We would definitely be able to assist you with this. Please reach out to us on Twitter 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. - Lisa, Cox Support Forums Moderator