Forum Discussion

KristenKerensky's avatar
KristenKerensky
New Contributor II
5 years ago

Internet jittery and broken for days... Again

Internet is currently showing between 0.5 and 2% packet loss, all up and down the line, at all times and has been this bad since Tuesday.  We don't want too call customer service because it will prob...
  • KevinM2's avatar
    KevinM2
    5 years ago
    Hi Kristen, thank you for reaching out in the Cox forums, and we apologize for having caused anger or frustration. The reason we request customers to bypass their wireless routers is that traceroute results can differ between the two devices (modem and router). I have pinged your modem several times, and I am detecting slight intermittent packet loss (around 2%). At this time, sending out a service technician is the best course of action that will lead us to a resolution. For additional support, please don't hesitate to reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
KristenKerensky's avatar
KristenKerensky
New Contributor II

It becomes incredibly frustrating being asked to try the same things over and over again as though the results will be different.  This is a recurring problem in the area, and bypassing the router will show  the same thing as each time we've done so for Cox support in the past.  Humor me here, assume it's the main line that's the problem, since we're in a poor neighborhood where the lines aren't maintained, and where we've had to fight with technicians for months at a time to get anything done.

It appears clear right at the moment btw, I'm hoping that by some miracle something got fixed, but I'm not holding my breath.

CurtB's avatar
CurtB
Honored Contributor
5 years ago

If you know your neighbors, you might ask them if they are having the same issues.  If they are, ask them to contact Cox too.  Cox will probably be more likely to dispatch a line technician to check the main line if they receive multiple complaints from the same area.

  • KristenKerensky's avatar
    KristenKerensky
    New Contributor II
    5 years ago

    Well that's just the thing, the issues might seem 'minor' to those around us.  For everyday internet surfing and video watching, it's not too bad.  For livestreaming out of the house, it's completely untenable.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      Hi Kristen, thank you for reaching out in the Cox forums, and we apologize for having caused anger or frustration. The reason we request customers to bypass their wireless routers is that traceroute results can differ between the two devices (modem and router). I have pinged your modem several times, and I am detecting slight intermittent packet loss (around 2%). At this time, sending out a service technician is the best course of action that will lead us to a resolution. For additional support, please don't hesitate to reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
      • KristenKerensky's avatar
        KristenKerensky
        New Contributor II
        5 years ago

        We had a technician out today who verified noise on the main line - It's gotten worse since, currently hovering around 3-5%.  Hopefully we'll see some results soon, since we're losing money each day that this goes on.

    • Bruce_Niere's avatar
      Bruce_Niere
      New Contributor III
      5 years ago

      Well said here Kristen. We actually have the same problem. Same experiences about the service and customer service. They haven't deleted my thread though but having the bad mainlands in my poor neighborhood area is also my problem. 2 techs came and I know it isn't my problem yet they found a way to charge me. You are also right about for other people it might not a problem going through facebook or youtube video streaming while us doing a need of "continuous flow" experience the packet loss. I actually have the same packetloss reading as you do but the techs like kevinm2 here never really admitted that there is. I don't know how long my main neighborhood line would get updated or maintained but I would not expect it for a long time.

      • KevinM2's avatar
        KevinM2
        Former Moderator
        5 years ago
        @Bruce, I have pinged your modem several times, and I am not detecting any packet loss as of this moment. In addition, we are not detecting any known issues or reporting any packet loss on your node at this time either. -Kevin M. Cox Support Forum Moderator