Forum Discussion

Thinh_T_'s avatar
Thinh_T_
New Contributor
5 years ago

Packet Loss occuring many in evening times in New Orleans East area

I have been experiencing packet loss from 7pm - 3 am every single evening/night.  Called for customer support had a technician come down about 3 weeks ago and they said they found a data splitter cable attached to my hub outside. Was told removing this would help with the packet loss issues but am still continually having packet loss. I have also contacted live support through the cox residential webpage, and was able to set up an appointment for another technician there. Unfortunately instead of arriving today, they rescheduled to may 11th without ever telling me. So is there really anything I can do to even help this or am I just stuck with packet loss till may :(.

  • hzla's avatar
    hzla
    New Contributor II
    5 years ago

    I have good news, and I have bad news.

    The bad news is that packet loss is almost certainly due to node saturation in your area which can be resolved if the node is upgraded/split, or if internet usage in your area goes down. Realistically, either of those will take would take months to happen and there's nothing you can do to control it. 

    The good news is that this means you don't have to upset about the technician being delayed because there was nothing he could have done anyways. There's almost no chance your packet loss issues are solely caused by a splitter and blaming customer equipment before admitting to any fault is standard Cox practice.

    If you're lucky, you might not have to wait months if your node is already in the progress of being upgraded/split. There is no way of knowing if this is happening because Cox support is also told to keep this information away from customers since the whole process takes a very long time and can be subject to unforeseen delays. 

    The fastest way I see your issues being resolved is to just switch to another ISP if you live in an area where it's possible.

  • easyrhino's avatar
    easyrhino
    New Contributor
    5 years ago

    I've had two cases of "junky signal" to put it for lack of better term over the last few years.  My modem would show lots of errors and sometimes reboot or just lose connection.

    one required a tech.  the line was showing noise, and they started tracing it back through the telephone poles, and they said that like 4 houses down there was an analog tap (or something?) on the telephone pole which he had to remove.

    more recently, I had simila issues, but it turned out the cat had unplugged a coax amplifier inside my house (before it plugs into the cable modem).  I just had to plug the amplifier back in.

    so if this has been going on for weeks before covid, it will probably require a tech.  and they may have to work way upstream outside the house.

    but check your cat hasn't unplugged anything

  • KevinM2's avatar
    KevinM2
    Former Moderator
    5 years ago
    Hi Thinh T., can you please notify us when the packet loss takes place? Please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. Your signal levels appear to be within the normal specifications and I'm not seeing any packet loss on your modem at this time.

    We can set up a service appointment for you, however, our technicians will not be able to perform any work inside the home until further notice. -Kevin M. Cox Support Forum Moderator