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.
I do appreciate that Cox has, if a bit slowly, had multiple people contact me and now they seem quite interested in getting to the bottom of this issue. I do also appreciate your offer, but I'm a Cox bulk internet customer through my HOA, so the costs are included in my dues and I don't think there's anything to credit. Cheers.
I hope you got the ticket number. Or the technicians cell phone at least so you can follow up.
Also, did you see uncorrectables on your modem when he was tracking what he was tracking?
Either way, glad at least you are getting somewhere. Keep them on their toes though. First, make sure they actually put a ticket in. If they find a house on your street causing ingress, try to find out who it is and make sure either they(the houses owner) or a Cox technician goes into their house to actually fix the problem. What happens a lot is Cox will disconnect the offending line at the pole, which will turn off their service. If the tech doesn't put a flyer on their door, they won't know why it was disconnected and will call up Cox, who will send out a tech to reconnect them, without ever fixing the ingress issue that caused them to be shut off to begin with. This causes the whole cycle to repeat.
