Forum Discussion

StormVektor's avatar
StormVektor
New Contributor II
5 years ago

Intermittent packet loss/dropouts lasting 15-30 seconds

Ever since Thursday evening (after an outage that lasted almost an hour), I've been dealing with packet loss and dropouts occuring every 5-10 minutes and lasting about 15-30 seconds. Running StarTrin...
Dropouts
Lag spikes
packet loss
BrianM's avatar
BrianM
Moderator
5 years ago
I haven't seen any packet loss to your modem yet, but I am seeing a history of a quite a bit of timeout errors on your modem (which could be happening when you experience the issues on your end). Are there any cable splitters or anything of that nature that you could bypass? Short of that and checking the existing cabling for tightness we will likely need to have a technician out to investigate further. If that is the case, you can email us at cox.help@cox.com with a link to this thread and your service address.

Brian
Cox Support Forum Moderator
  • StormVektor's avatar
    StormVektor
    New Contributor II
    5 years ago

    I'd do that, but I was on the phone earlier with customer service, twice. I was told you guys can't send out a tech, because we're using a self-purchased NETGEAR modem, instead of one provided by Cox. We were advised to get (rent) one of your modems, which means an extra $10 a month. I don't understand why a tech wouldn't be able to troubleshoot an issue, regardless of the modem being used... I'm physically disabled, so I'll have to wait till tomorrow to have someone recheck the cables and splitter. This seems to be tied to the outage on Thursday, and not a cable issue. Everything was just fine before...

    This is my mother's account, but I'm handling this because she isn't tech savvy. This is starting to get extremely frustrating... We may have to look into getting a new provider if this isn't resolved soon.