Forum Discussion

SEL's avatar
New Contributor II

Packet Loss. Gaming Impossible. Verizon Hotspot Better.

I'm starting to believe it is time for a change in ISPs. Cox has proven that it is incapable of tending to their customers with urgency and full understanding of their own products. Half of the employees I come into contact with are incompetent. How can a company hire so many employees that have no understanding of what is wrong with their customers' internet connections. Clearly I am not the only one with such an experience because I read these forums DAILY to see if anyone has found a solution. As of now it appears the only solution is to give up on Cox entirely. There have been too many instances where I see people state their problems directly and a Cox employee or BOT provides the customer with a circus act. 

Resetting your router, Upgrading your services, and replacing your entire home network will not fix any issues with Cox. 

I have done all of these as directed via Cox Communications. I have even installed a brand new Netgear/Nighthawk combo router into my home and have yet to experience the connection speeds and consistency I was promised by Cox when I signed my initial contract. Cox says that it cannot handle the amount of people working from home, but the truth is Cox was already on the bubble prior to the Pandemic. These issues persisted even when I moved to an entirely different (& newer) apartment complex.

For all of the people on the west coast experiencing these issues, this is also occurring on the east coast. Cox needs an entirely new system that can handle the traffic other ISPs have BEEN able to handle. The prehistoric system Cox is using clearly doesn't benefit customers, all it does is trick you to pay more for the same exact issues.

2 Replies

  • smtips's avatar
    New Contributor II

    I couldn't agree more. Two tech visits in the last 2 weeks, they acknowledged CONSISTENT 20-60% packet loss, when I'm working for home calls just up and drop, and I can't game at all in the evening. Ping times to anywhere fall off at the third hop hitting way over 100 and 200 and stay ridiculously high for any destination. There's huge ingress or a blatant node problem, been going on for at least two months now, and even Centurylink 40/5 would work better than Cox. After about 13 years I'm about done here, the support is absolutely atrocious on the phone, I called one day and 3 people blind transfered me supposedly to a supervisor and it wasn't, and these people acted like it was their first day on the job with a lot UM, OH, UH acting like they know absolutely nothing.

    I pay you for support and decent speeds. I'm getting neither. They put that stupid "Oh our networks are busy during covid" message on my account, then they remove it the next day like everything is fixed. It's only gotten worse, not better.

    • LisaH's avatar
      Hi Smtips. I can understand how frustrated you are with the internet issue you are describing. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us via email us at Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Thanks, Lisa, Cox Support Forums Moderator