Ping plotter results show bad cox hops. *question*

Question

I've been having internet issues all day. Every day.
Ping plotter results show my ping spikes happening on hops 2, 3, 4, and 5. All cox hops. I've been reporting my ping plotter results to them daily. They claim that it's because of network congestion and they are working on it. The thing is that some of these ping plotter results were tested at 2am and even 4am. I know networks aren't congested at those times. Does network congestion leave lingering issues? Or are they just onto the wrong thing? Because i am skeptical

crystals · Answer

Hello @DLabit29,

That is a great question and I know that the cause of the issue can be seen as unbelievable. When the networks are congested or saturated, it causes customers to experience slower signals which cause other issues like packet loss, ping spikes, and signal interference. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

Crystal S. 
Cox Support Forum Moderator

dlabit29 · Answer

So what you're saying is that congestion during peak hours, can hinder my speeds during non peak, overnight hours?

jonathanj · Answer

@DLabit29

That is correct and we are happy to see if that's the case. Simply follow the instructions Crystal has provided in regards to contacting us.

Jonathan J                          
Cox Moderator

matt1212 · Answer

Could you help us understand why congestion around say 2pm would still be affecting internet performance nearly 12 hours later, at a time when usage should be relatively low?&nbsp; Even if this is the case, it doesn't mean the poor internet performance is justifiable and leads us to question why Cox's network takes half a day to recover from&nbsp;periods of peak usage.&nbsp; I'm BEYOND tired of watching Cox dance around the fact that their HFC network approach, and the fiber-to-coax nodes it relies upon, are ancient.&nbsp; Until they get serious about bringing FTTH to all customers (including Rhode Island), their internet service will be sub-par by modern standards.&nbsp; Not one person I know that uses the 'red check mark' competition as their provider has ever complained about issues with their internet performance.

bens1 · Answer

Hi @Matt1212
I completely understand the frustration of having an inconsistent internet signal. I have checked your network and there are no congestion issues in your area. However, there are some timeouts on your modem.  Are there any splitters or amplifiers that are connected to the coaxial that is screwed into the back of your modem? If so can you please bypass any splitters/amplifiers and plug it directly into the wall from the modem?
Ben S.
Cox Support Forums Moderator

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