Random drops and modem disconnects - How to get a competent response from support?
Let me start this off by saying that I am livid with Cox support and the inability to get a competent response. I am a Network Engineer with 2 decades of experience and literally spend every day conf...
Someone, I think it was WiderMouthOpen, mentioned in another thread the possibility of upstream noise and the problems tracking down. I have now noticed that upstream power seems to go from ~46dB to 57dB when having problems. That is a more than a 10 fold increase in output power. That would seem to imply the head end is having noise/RX problems listening to customers.
Over the weekend I wrote a quick script to ping various devices and collect stats. I was away from home this afternoon, but the connection dropped repeatedly between 11:00am and 2:30pm today. A quick scan of the logs shows 30 drops in that time frame, between 1 and 20 seconds long each. Example drop:
In this case I am simultaneously pinging 5 targets: my router, my Cox modem, the Cox gateway, Google 8.8.8, and my personal server in a Colo facility, plus collecting TX and RX rates in/out every second. Note I was not home, so the TX/RX are purely the ping script running and broadcast traffic received from the cable network. As can be seen above, all response beyond my modem stops, my TX rate remains constant, and my RX rate drops a few Kb/s (missing my ping responses, still seeing broadcast traffic).
Hi, I can certainly understand your frustrations. Please know we want you to enjoy your services. I'm here to help. This appears as if you may need someone to look into your account. 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 email@example.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.