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

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.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @KristenKerensky, please feel free to reach out to us directly for additional support. -Kevin M. Cox Support Forum Moderator