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OtherBill's avatar
OtherBill
New Contributor II
3 years ago

Performance issues in the Sahuarita/Green Valley areas of Arizona - downloads failing

Changes were made to the Cox Internet environment here between 11 November and 16 December that cause large downloads from the Microsoft Store to fail every attempt.  The website DSLReports.com does Internet research and develops tools, one of which is their Speed Test. This site has recorded my speed tests for my Cox connections since I upgraded to the Cox GigaBlast service. Prior to 11 November Microsoft downloads were successful without fail. Now, DSLReports throws 3 different error messages consistently and sometimes actually completes to display a paltry 139Mb (highest) down speed. The error messages I'll attempt to paraphrase below.

THIS BROWSER CANNOT REACH ALL 4 LOCAL TEST SERVERS ERROR:7

  Your browser failed to contact any of the candidate test servers that are known to be online.

TIMEOUT DOING A TRIAL DOWNLOAD ERROR:8

  The browser failed on a trial download (10kb) from the closest (by ping) speed test server. Since the nearest server was already located successfully, failing to download a small test chunk of data is unexpected.

MOST (BUT NOT ALL) DOWNLOAD STREAMS FAILED TO START ERROR:11

These error messages given by a reputable website should indicate to Cox that they are not providing services at the level their customers are paying for.  Their poor network performance is also preventing their customers from completing online transactions, some of which could be monetary or medical in nature.

I guess my question would be "Has anyone had these types of performance issues successfully addressed by Cox?

OtherBill

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  • BenS1's avatar
    BenS1
    Former Moderator
    3 years ago
    Hi @OtherBill
    I completely understand the frustration of having an inconsistent internet signal, especially when you need it for downloading. Are you seeing any drops on your modem? Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? And also is this while hardwired or on wifi?


    Ben S.
    Cox Support Forums Moderator
    • OtherBill's avatar
      OtherBill
      New Contributor II
      3 years ago

      Downloads were working perfectly in November, nothing in my environment has changed since then. DSLReports speed tests were working perfectly in November, nothing in my environment has changed since then.

      Drops on my modem ... how does one tell? Isn't that something Cox tech support should be able to see? No splitters or amplifiers. PC is hardwired CAT 6.

      In my opinion, the Cox network is not playing well with the rest of the Internet.  Speed test (downloads) work fine from within the Cox network, but show problems when dealing with servers outside the Cox network.

      • BenS1's avatar
        BenS1
        Former Moderator
        3 years ago
        @OtherBill
        Thanks for answering all of the questions. For further troubleshooting please email us at cox.help@cox.com with your full name/full address and reference this post
        Ben S.
        Social Media Support Specialist