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Emerson's avatar
Emerson
New Contributor II
5 years ago

Packet Loss

Started my service around August 2019 and it's been quite frustrating dealing with this packet loss problem while gaming, streaming, etc.

Had three technicians came out already but was not able to fix it. Swapped modem three times didn't work either.

Saw a youtube video about an IT professional that dealt with the same problem and he had to go to the attorney general and file an FCC complaint just to fix the problem.

https://ibb.co/jDMfLth

https://ibb.co/Fh0X72C

https://ibb.co/XVc1HzN

https://ibb.co/R6j7dbn

10 Replies

  • Feyd101's avatar
    Feyd101
    New Contributor

    Imposible to game, even having problems watching streamers(twitch/mixer) I have now Filed an FCC complaint after becoming an expert at rebooting modems

    • Emerson's avatar
      Emerson
      New Contributor II

      LMAO. I just filed an FCC complaint as well. ISIS got better internet connection in their caves than us, we gonna effin lose the war!!

      • EricB's avatar
        EricB
        Contributor

        I would rather have ISIS as my ISP, or North Korea... it couldn't be worse than cox, FCC complaints are not enough,  contact your Attorney General, BBB, Congressmen, and Senators!!!   Tell your friends, family and neighbors to do the same.  Also make sure you get free internet until a node split happens, Cox has over sold across 18states and 6.2mil customers...... No reason to pay top dollar for 5% at best of what we pay for!!

  • Tom_Nook's avatar
    Tom_Nook
    New Contributor

    I've been having similar if not almost identical issues as well. This has been happening for me since WAY before COVID happened, at least since September or October of 2019.

    Signed away my soul to a Cox Ultimate package and I'm consistently getting less than half the speeds I'm paying for. What I'm supposed to be getting is 300mbps download and 30mbps upload. What I'm getting is ~25mbps download and between 0-6mbps upload. On a good day, I'm getting ~130mbps download and ~20mbps upload.

    The last technician who came to check out the problem around 2 months ago told me that my modem was working perfectly and my router was the one causing issues. I dropped $100 on a new router. Didn't fix a thing. 

    Every time I call Customer Support, I get the same basic questions, they reset my connection, as if I hadn't already done EVERYTHING that they are already asking/telling me to do, I get the runaround, and they tell me the issue lies with my hardware and it's not their problem, and they can't even send a technician out to check any cables outside. I understand them not being able to come into anyone's home because of COVID regulations, but they for some reason refuse to have people check on what's going on within my neighborhood outside of my home.

    I've been paying in full for a fraction of the internet speeds I'm getting, and I'm sick of no one having answers for me.

    I'm going to hop on a call tomorrow with billing and ask them to refund/reimburse me for my *** internet but I highly doubt they will give me a penny.

    • lowalk's avatar
      lowalk
      New Contributor II

      i know it doesn’t help you now since you dropped the money for a router, but I had a technician out to my home yesterday, he told me it’s a problem at the tap, that he’s been seeing extremely high jitter and packet loss due to everyone using the Internet per the quarantine... he told me that cox was aware of it, but unless the higher ups decided to upgrade the network, nothing would be done. Not an issue with any of your hardware, just an issue with cox and congestion.

    • EricB's avatar
      EricB
      Contributor

      File a FCC complaint, not only will someone actually help you, that knows what they are looking at, you will be able to work with them to get a discount or credit.... Anything that involves calling Tier 1  support, billing etc, is sadly a waste of time.  I have had cox for 15yrs and only time I have ever been helped by the customer service department, was by having a tier 1 supervisor escalate me to Tier2 support, and also the Executive office after filing a FCC complaint.