Forum Discussion

Hagary's avatar
Hagary
New Contributor
10 days ago

Modem suddenly showing 3.2 BILLION errors on 2 channels, packet loss, Cox "looks fine"

How do you escalate to actual support in this place?  I'm a 15 year Cox residential customer with bulk internet through our HOA. Last time it took escalation to the FCC to get them to fix this.  They dispatched a tech who fixed some channels and swapped my drop and it was all good. 

Five months later it's bad again and again, they say everything looks fine. Does everything take an FCC complaint?  The dang modem is SHOWING THE BILLIONS OF ERRORS, including Uncorrectables.  Denying it without doing anything doesn't make it go away.

Semi-rant aside, how do you get actual help at Cox?

packet loss
  • RaquelD's avatar
    RaquelD
    Moderator
    10 days ago

    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.  

    • Hagary's avatar
      Hagary
      New Contributor
      10 days ago

      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:

       

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        9 days 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?

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      9 days ago

      What model modem do you have? I don't recognize that last screen and I am somewhat familiar with Arris modems.

      As for the logs, hard to read them all because of the pictures resolution, but I do see many T4 errors. That is caused by noise on the upstream. It's impossible for a customer to see the upstream SNR. Only Cox can see that. That is probably more a sign of your issue then the correctable errors. Just FYI so you don't go barking up the wrong tree.

      • Hagary's avatar
        Hagary
        New Contributor
        9 days ago

        I have an Arris S33v2.  The last screenshot is from the router plugged directly into the modem, reporting on the WAN interface.

        Several people have mentioned the T4 errors indicating that noise on the upstream is likely the issue. This I can completely believe.  Here's the deal - I just got off the phone with someone from "Cox corporate", and she said everything looks perfect on their end.  Nothing whatsoever so it must be in my house.

        I've been a network engineer in an earlier part of my life, and I told her all the tests I've run, and that I'm doing tests directly from the device plugged into the modem (router or laptop) and everything looks fine on my end, so where do we go from here?  They've been completely dismissive of the event log errors, which are now including " RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW" and " Dynamic Range Window violation" errors.