Hello. I'm sorry to hear you have been having trouble with your internet that have not fully been resolved. We would be happy to look into this for you and address your concerns. When you have a moment, can you please email cox.help@cox.com with name, address, and link to forum thread so we can assist? You can also reach us on Twitter/X at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.
I've sent the email and an "escalation team" rep emailed me to say there are no error on my modem. I have sent a response with this pic from 2 hours ago:
Those are corrected errors, which should have little effect on service. It's UNcorrectable errors that equal packet loss, which is more service affecting. While they can still be problematic for performance/speed, it isn't always a sign of a issue. See here for more info.
What is the actual problem you are having? Do you have any Pingplottter/winMTR/Ping or tracert data showing the problem? Speedtests? It helps to see both Cox's speed test and a public one like speedtest.net or fast.com.
Also, do you have your own line from pole to your apartment or is it shared with others in your building/complex? If not, is everyone in your building having the same problem?
You're correct that the consensus is the corrected errors are okay, but the uncorrectable errors are a problem. I'm seeing sporadic packet loss and ping spikes of 500-980ms+ throughout the day, which is signficantly impacting gaming and TV watching as it sometimes lasts long enough to outlast the app buffers.
Making some noise in about 3 places got enough attention that they let me pick up a Cox PW8 modem on promo and a second senior tech was dispatched. The Cox modem did not help. The next day the tech arrived and he said there are several houses on my street showing uncorrectable errors. It took him about 45 minutes but he caught some at my house and again at the distribution box.
It was the morning before Thanksgiving and he has to escalate again, so it'll be at least a full week from when I reported it before any chance of it being resolved. Very disappointed it basically took 5 days for someone to admit there are uncorrectables at multiple addresses and then do the more thorough work to validate what I'd basically established. We'll see if I get to spend a full 4 day holiday weekend with this poor internet experience.
I know this is frustrating for you, but I'm glad this was escalated. If you want, send us an email with your full name and Cox PIN. We will ensure you're credited for the time.
