Poor and unstable upload speeds
I live stream on Youtube and been having consistent upload speed issues. Doesn't matter what time of day or night it is either. This has been an ongoing intermittent issue where most of the time I ge...
Forum Discussion
I'm largely in the same boat here. I have random periods of light or heavy packet loss. It used to be about 2%, now the past few days it's been 20% at times. They've come out and tested my line which has a strong signal. I've wired a laptop directly into the modem and it's shown the same packet loss (aka not any switch or router issue). I've tried to convince Cox support that there's an IP level issue inside their network as the packet loss starts at the next hop beyond my modem (their concentrator) but they just insist it's my modem or device.
Even with 20% packet loss, the downstream is okay, 600mbits out of 1gbit, but the upstream is abysmal at 1-2mbits.
I've also replaced my modem for the heck of it, no change. I have graphs for TCP connection times to my server in EC2, packet loss to my next hop, but nobody qualified enough to look at it within Cox. It's pretty sad.
Not to be that guy, but I know what I'm talking about (been doing this stuff for 30 years) and trying to get beyond tier 1 support seems pretty impossible. I don't want to waste more hours waiting through the same basic questions for them to tell me it's my gear. I just keep hoping that someone in Net Eng wakes up and figures out their issues.
(the spike of 100% loss was resetting my modem)
And then, it just returns to normal.
- Hi, Mattlqx. I'm sorry for the issues with your connection. If there's an issue in the route, we can report the server if it's ours. If there's ingress on the upstream, we can address that. as well. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We really want to get you back up and running. -Chrisj - Forums Moderator
A tech came out just now and didn't see too much in the way of issues from my modem, but his diagnostic tool was slow to load. Went out to the street and said he replaced a fitting that looked pretty old and when he came back in said the diag tool loaded as he would normally expect it.
We'll see if I get any further issues in the next day or two (last occurrence was last night from 8-11PM).
To close the loop on this. A tech came out again about a week ago (last Wednesday) and verified everything was fine from the street to the house. She opened a ticket to the OSP for packet loss. Lo and behold I haven't had any issues with packet loss since.
Another tech showed up yesterday out of the blue, I assume in response to that ticket and looked at the traffic levels in the neighborhood and said there was congestion on the network and he submitted a ticket to split the lines (not sure the technical term), which would take some time.
Regardless, service is good enough for me at the moment as long as that giant loss doesn't return. For others experiencing this, you have to be persistent and keep calling for techs until its escalated or you get a good tech with connections on the engineering side (the last lady that came out said she was talking to some of her contacts and she was great).
Yep. I’m in the same boat as well. Issue has been going on for over a year now. This is my second case that is now with Cox corporate but they can’t provide answers. to be as big as Cox is their top of the line can’t provide answers and all they can do is, contact that area department to see what is going on. Drops and large packet loss several times a day. Tier 1 tech comes out, no problem, Tier 2 tech comes out, no problem. Even had a lineman here 6 months ago. Found a home that was putting noise on the line. Helped but not fixed. They will never believe you unless the issue happens when the tech is in your home with his equipment plugged in. If cox wasn’t the only high speed provider in my area I wouldn’t be here. But unfortunately they are.
Thank you. It's been good for the last 24 hours. I'll be sure to reach out to there when it occurs again.
trying to get beyond tier 1 support seems pretty impossible
They got rid of Tier 2. Or at least outsourced it. Anyway, try asking for Customer Advocacy Group(CAG) instead. I hear they are a little better then Tier 1.However, for proper escalation to maintenance, a in-house technician is usually required.
Tier 2 is NOW, (CAG). We weren't outsourced, they moved us into CAG and we became a single escalation point for all escalations. I would have preferred to remain Data Tier 2, since it allowed us to specialize in a specific field, and I felt it gave people a better experience, but, Cox wanted to combine so that you have a person who handled everything, but specialized in nothing.
Thanks. Good to know. Something similar happened when I worked in Cox Business Tier 2(AKA NSC). Basically it was cheaper to get rid of local Tier 1 and make us(Tier 2) act as Tier 1.
