Two days without a response so far.
In a recorded conversation last week, I was told I'd receive a call from the field technicians by Wednesday at the latest. Today is Saturday. Still no contact.
Here is a screenshot of the massive packet loss I've been experiencing this evening:
Still no solution. I attempted installing a MOPC/point of entry filter which did not correct the issue. I also tried filtering through a UPS, which again - did not address the issue. Your infrastructure is bad, and needs to be fixed. Your customer service only functions proactively when an FCC complaint is open - when the FCC complaint expires, there is no proactive contact.
I received zero communication from your field technicians despite being assured last weekend by a tier 2 rep that I would get a call no later than Wednesday. No work has been performed on my node as far as I can tell. Work is typically notable on my trace route utility by way of obvious, prolonged down time with 100% packet loss. This did not occur this week, so as far as my data is concerned, nothing has been done and nothing has been communicated to me despite being assured I'd receive a call about this.
Here is evidence of an outage from about 8PM to 10:30PM last night:
I will say this again, to continually highlight this point - this problem has been ongoing for over a year. I have attempted to work closely with Cox for almost five months now, and have data going back as far that highlights consistent packet loss. Why is a consistent problem with my connectivity still unresolved after almost five months of direct communication regarding the problem?
As a customer, this is completely unacceptable and as an ISP this should be humiliating for your technicians trying to sort the problem out.
