Forum Discussion

Xylem's avatar
Xylem
New Contributor III
5 years ago

Packet loss issue for 3 months. Solved for a week, now back again worse than ever.

On june 17th my upload speed totally disappeared, and I started experiencing heavy packet loss upwards of 15% around the clock. I was totally unable to play any game, stream webcam, etc.

After THREE MONTHS they finally fixed the issue by disconnecting a cable that was feeding noise into the line, in the building next to me. 

Yesterday the packet loss returned. Because the cable that was causing noise on the line is once again hooked up. I can see this cable in question from the street, and it even still has the big orange plastic tag on it that I saw the last cox tech slap on there. I know which cable it was because I was there when the cox tech disconnected it.

Every time I call in, I get totally blown off and told a tech will come out again. This is absolute BS. I know exactly what's causing the problem as I was there when the tech found it. He even went as far as disconnecting it, letting me check my speeds, then reconnecting it and letting me check my speeds again to verify it was that single cable that was responsible for my problems. And it was. While the cable was connected, I got less than 2 mbps upload. He disconnected the cable, perfect 35 up. He reconnected the cable, 2 mbps.  So he disconnected it and left, and my internet has been fine since then, until last night.

Almost feels like someone went back out and hooked up the cable again, as I'm getting the exact same readings of packet loss and upload speed as I was before the cable was disconnected.

And before you script reading tier 1 cox chumps reply to me, please read the following;

It is not a problem with my hardware.

It is not a problem with network congestion, as it now happens 24 hours a day once again.

It is not a problem with literally anything to do with me. I do not need a new modem, I have new ethernet cables and coax cables, I EVEN GOT MY LANDLORDS TO RE-WIRE MY BUILDING WHEN THIS ALL BEGAN.

So I guess my goal with this thread is to get somebody higher up to see it. I'm absolutely sick of getting the run around with the braindead phone reps.

If you're higher up than tier 1 and can help me diagnose my problems, or tell me why a cable at a specific address is once again connected without them resolving the ingress issues (I can see this wire from the street, and I can see it hooked up again WITH THE BIG ORANGE TAG INDICATING THERE IS INGRESS ON THE LINE AND NOT TO HOOK IT UP) please reply to me. I've already lost a job because of this ** and once again, I can't even play games.

  • zamiel2112's avatar
    zamiel2112
    New Contributor
    5 years ago

    Jesus H Christ! This is exactly what is happening to me. Ive had the tech out 2 times now - he came today, and he took a foam thing out of one of my totally new lines and said he corrected the other tech's lazy work., and did some tests and said we were good. Of course, it was running perfectly when he ran his tests. As soon as the van pulled away the internet dropped. I am using the dual panoramic modem/router combo. The signal is killer when its on, but about every 10-20, 30-60 minutes -  it varies, but more often 5-10 minutes.For some reason even though i have it set to connect automatically, but after it drops it won't reconnect. I found that if I keep the "change adapter settings" that is within the "Networking and Sharing" section up, that I can disable the wireless, then immediately enable it and I am hooked up to th saved network. I have uninstalled, updated, including but not limited to upgraded to w10 (after all updates no change) and back to w7, done all cox initiated, and otherwise troubleshooting steps ad nauseum. Blah, blah, blah. So I am feeling you man. I thought for nsure it was a bad connector but now after 2 tech visits and all new lines qand equipment I am still dropping internet. It is about to cost me a job now. i AM ALREADY -$1,100 in lost wages due to waiting for techs. Please hmu or text xxx-xxx-xxxx wi the answer. Please have mercy and do that and anytime you come to Vegas I will show you a good time.

    Edit by moderator: Removed phone number to protect privacy. 

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    • zamiel2112's avatar
      zamiel2112
      New Contributor
      5 years ago

      I didn't think a company as big as Cox could possibly have such a problematic service, and was appalled at how poorly trained their techs are. Half of my laymen friends are more knowledgeable than these techs. The only high point was that the 2 tech visits weren't billed to me, as Cox absorbed it. SOMEONE PLEASE PROVIDE A  REAL, VIABLE SOLUTION!!!!

      • zamiel2112's avatar
        zamiel2112
        New Contributor
        5 years ago

        tHE OFFER OF BEING A vEGAS GUIDE IS GOOD FOR ANYONE THAT PROVIDES THE ACTUAL SOLUTION! ILL EVEN SEND $20 IN BITCOIN FOR GOOD MEASURE..

    • Xylem's avatar
      Xylem
      New Contributor III
      5 years ago

      Unfortunately the answer is most likely "someone near you is feeding noise into the line and cox needs to disconnect them". I had to go through an absurd number of calls, we're probably talking over 40 hours of me on the phone to cox, to get them to check all the other taps in my neighborhood and check the node.

      If you're experiencing something like this, call cox and tell them to put a 72 hour monitor on your line. Demand to talk to supervisors. Demand credit for every day this has been happening since the first time you called in.

      What finally worked for me is getting in touch with a supervisor, then telling that supervisor I was going to call the FCC and let them know cox is failing to maintain their hardware and lines. And the FCC really doesn't like that. A few days later a field supervisor started handling my case. Took a while to fix, but it happened.

      My issue has also been fixed again today. Get in touch with a supervisor in tier 2. Be nice, but at the same time let them know that the way they're failing to maintain their lines would make the FCC VERRRYYYY unhappy with them. Money is the only thing these buttholes understand, so when you threaten to sic the FCC on them, their ears perk right the hell up.

      Good luck.