Response from the cox.help e-mail:
"At this time, our techs are currently aware of a noise issue that is causing packet loss in your general area. Our techs are working on resolving this issue as quickly as possible"
I asked for more info but all I really got was
" This is a recent issue that was reported. I show we made some changes on the outside to help fix this issue. The escalation is currently still open and there are no updates showing at this time."
and
"For plant-related issues, we do have to get a tech out to verify the service from the home to our plant. They usually escalate the issue over to the plant group. We do have a group that monitors the plant as well and may open a ticket if they do see an issue going on in the area. Sometimes if the issue is intermittent, it may be hard to find as well."
I'm not sure what they mean when they refer to a "plant", but I'm guessing it's referring to a node or a set of nodes
The "plant" is basically everything that is owned by Cox and not on your property. Nodes, amplifiers, fiber converters, CCAP, etc.
This is basically what they had told me the last few times I have emailed them.
jonathanj Can anything actually be done about this or do I just have to wait until they fix whatever infrastructure/node is causing the problem?
I have to tether internet from my phone hotspot at the end of work days because it gets so bad. Feels pointless to pay for a service that isn't working correctly for months.
This is what I got yesterday:
"I apologize for any inconvenience caused. It looks like the issue impacting your services has been referred to our engineering team to have the node split. Tentatively it looks like this process will take a few months to complete however no further information is available. If we can be of assistance with anything else in the meanwhile please let us know."
They also offered me like a 70 dollar credit for this happening for the past 4 months.
What am I supposed to do now? Months to fix a known issue is insane
Agreed. I didn't even get that specific an answer so maybe you're the luckier one here :P
It means their infrastructure can't handle the amount of traffic they have.
I'm having the same issue here in Norfolk, Va. I'm doing my research on this cox forms and it doesn't look good.
