Forum Discussion

Melissa_B's avatar
Melissa_B
New Contributor
4 years ago

Ridiculously constant packet loss!

Hi,

I have experienced constant loss of connection multiple times per day in the 5 years I've had my account. It's gotten way worse since the pandemic started.

I had Cox techs out several years ago and they couldn't find any issues. To be honest, it's so time-consuming and frustrating to call and run through the multiple holds with staff who aren't trained to deal with this issue (all of whom try to upsell me on new products) that I've just been living with it.

Now though, it's reached ridiculous proportions. I'm losing connection every 5-10 minutes! My laptop is wired to my Motorola Modem/Router, but it loses connection more frequently, and is slower, than my Roku connection which is not wired with ethernet.

This is interfering with my ability to do school work at home, and I'm now way behind.

I've spent countless hours researching what to do (that's how I found out it's called packet loss). I've taken screen shots of Motorola's logs. They show over 3000 uncorrected counts of packet loss.

Today's T3/T4 chart shows over 30 critical and warning timeouts.

Motorola says that this is a Cox issue. I've read multiple similar posts and know that many Cox customers have dealt with this and don't seem to get it resolved.

This is beyond maddening, please, Cox, help me fix this issue. I'm paying way too much $$ to have such crappy connectivity.

  • Melissa_B's avatar
    Melissa_B
    New Contributor
    4 years ago

    ps. It would be helpful if you had an easy way to upload images from more than just a URL. I would have included my screenshots if you did.

    • A_Cox_Customer's avatar
      A_Cox_Customer
      Contributor
      4 years ago

      I've had to use another service to host the image like imgur and edit the HTML via the <> Source Code option under Tools.

      A simple image HTML element looks like this in the code:

      <img src="url pointing to image here">

      The Insert > Image option was just putting a text link to to my screenshots which makes reviewing posts cumbersome.

  • DavidA2's avatar
    DavidA2
    Former Moderator
    4 years ago
    Hi Melissa B,

    I am sorry to hear that you are having connection issues. We would be happy to look into that with you. To look into that, we ask that you email us at cox.help@cox.com with your service address and a link to this thread. We want your service to work the way it is supposed to.

    David
    Cox Support Forum Moderator
  • A_Cox_Customer's avatar
    A_Cox_Customer
    Contributor
    4 years ago

    Call and get a tech scheduled to come out if you haven't already. Don't waste too much time talking with the chat or phone tech support. They don't either don't have the tools or don't know how to help you.

    On-site techs might be able to diagnose fix the issue if it actually is something going on with the cables or connectors.

    If they threaten to charge and you're worried about the cost, sign up for the Cox complete care for a small monthly extortion fee and you shouldn't be charged for on-site visits. At least that's what they told me when they sold it to me and so far no charge.

    If you're in my boat and have already had several on-site tech visits (I've lost count maybe more than 10) and brand new coax cables, connectors, modem and tap at the utility pole, they're probably not going to fix it. If you find a fix beyond that I'd like to know what it is.

    I've been dealing with what sounds like the same issue for more than 6 months and am tired of wasting time with another tech replacing the same thing the previous one did and telling me it's fixed.

    https://forums.cox.com/forum_home/internet_forum/f/internet-forum/29448/packet-loss-due-to-upstream-channels-dropping

    My guess based on the post below is that they're having capacity issues and rather than increasing capacity you're just gonna get gas lighted and told your connection is fine like my situation. That post has been pinned and locked for more than a year and contains zero solutions to fixing an overextended ISP.

    https://forums.cox.com/forum_home/internet_forum/f/internet-forum/25345/packet-loss-and-latency