Forum Discussion

KristenKerensky's avatar
KristenKerensky
New Contributor II
5 years ago
Solved

Internet jittery and broken for days... Again

Internet is currently showing between 0.5 and 2% packet loss, all up and down the line, at all times and has been this bad since Tuesday.  We don't want too call customer service because it will prob...
  • KevinM2's avatar
    KevinM2
    5 years ago
    Hi Kristen, thank you for reaching out in the Cox forums, and we apologize for having caused anger or frustration. The reason we request customers to bypass their wireless routers is that traceroute results can differ between the two devices (modem and router). I have pinged your modem several times, and I am detecting slight intermittent packet loss (around 2%). At this time, sending out a service technician is the best course of action that will lead us to a resolution. For additional support, please don't hesitate to reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
CurtB's avatar
CurtB
Valued Contributor III

If you know your neighbors, you might ask them if they are having the same issues.  If they are, ask them to contact Cox too.  Cox will probably be more likely to dispatch a line technician to check the main line if they receive multiple complaints from the same area.

KristenKerensky's avatar
KristenKerensky
New Contributor II
5 years ago

Well that's just the thing, the issues might seem 'minor' to those around us.  For everyday internet surfing and video watching, it's not too bad.  For livestreaming out of the house, it's completely untenable.

  • KevinM2's avatar
    KevinM2
    Former Moderator
    5 years ago
    Hi Kristen, thank you for reaching out in the Cox forums, and we apologize for having caused anger or frustration. The reason we request customers to bypass their wireless routers is that traceroute results can differ between the two devices (modem and router). I have pinged your modem several times, and I am detecting slight intermittent packet loss (around 2%). At this time, sending out a service technician is the best course of action that will lead us to a resolution. For additional support, please don't hesitate to reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator
    • KristenKerensky's avatar
      KristenKerensky
      New Contributor II
      5 years ago

      We had a technician out today who verified noise on the main line - It's gotten worse since, currently hovering around 3-5%.  Hopefully we'll see some results soon, since we're losing money each day that this goes on.

      • KevinM2's avatar
        KevinM2
        Former Moderator
        5 years ago
        @KristenKerensky, please feel free to reach out to us directly for additional support. -Kevin M. Cox Support Forum Moderator
  • Bruce_Niere's avatar
    Bruce_Niere
    New Contributor III
    5 years ago

    Well said here Kristen. We actually have the same problem. Same experiences about the service and customer service. They haven't deleted my thread though but having the bad mainlands in my poor neighborhood area is also my problem. 2 techs came and I know it isn't my problem yet they found a way to charge me. You are also right about for other people it might not a problem going through facebook or youtube video streaming while us doing a need of "continuous flow" experience the packet loss. I actually have the same packetloss reading as you do but the techs like kevinm2 here never really admitted that there is. I don't know how long my main neighborhood line would get updated or maintained but I would not expect it for a long time.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      5 years ago
      @Bruce, I have pinged your modem several times, and I am not detecting any packet loss as of this moment. In addition, we are not detecting any known issues or reporting any packet loss on your node at this time either. -Kevin M. Cox Support Forum Moderator