Same problem for months, 5-6 tech visits, no fix
It's really insane how many times I've tried to get this issue fixed, and it seems like cox has just completely given up. The first four tech visits they just sent contractors out to check the coax and splitters and the usual stuff on the property, going off the assumption that the issue is not on their end. Later on, the 4 most recent times I've contacted support nothing has been done whatsoever, not even a tech visit. First time they told me they scheduled a field advisor tech visit, but instead they just sent a contractor who literally replaced the arris modem with one of the exact same model and left. Next they tell me to wait until an outage is finished. Then they tell me they've scheduled another supervisor tech and I'd be called within a day, never got the call. Now I'm waiting for another call from the tech (they said he'd call within 24h, that window finishes in 5 hours from now, I'm kind of expecting it wont happen, ref number KSR000008945846). With nearly daily contact with customer support, the last tech sent out was 6/12, and the last tech who actually did anything was on 6/5 (this was when i requested an in-house tech since he can actually touch cox equipment).
We've been having t3 and sometimes t4 timeouts for months. The modem is being commanded to use some really absurdly low power level more than 6dB below the lowest it's allowed to use. One of the 5-6 techs measured our signal at the drop and told us the issue is 100% on cox's end, and the signal drops to failure range once every 30min or so. Since then, they've supposedly worked on the node twice, and never followed up. They're saying its 'fixed' when it's only gotten worse, and I'm basically just being ignored at this point. The only thing on our end that has not been replaced is the coax inside the walls of the house, which is almost certainly not the problem.
Here's our modem's error logs for just 6 hours of today (it's enough errors to fill up the log completely and push everything else out of existence).
We used to use our own docsis 3.1 netgear modem that cost a few hundred dollars, but we eventually replaced it with the one provided by cox to remove a variable, and then, as I said before they sent some contractor to replace that arris modem with another, identical arris modem. The netgear modem would refuse to bond 8-12 of its 32 channels when it was being used.
Here's what the channels look like right now (the modem has been reset recently, so the codeword count is lower than it usually is):
We've seen uncorrectables up to hundreds of millions in a single downstream channel before.
Using any amount of upload bandwidth causes latency to spike tenfold.
I'm not certain, but it looks like one of the four upstream channels isn't bonded right now:
It's just incredible how many hours I've spent trying to get this issue fixed, only for cox to repeatedly restart/replace our modem, eventually confirming the issue IS in fact on their end, and then nothing gets done about it. The modem just randomly restarts itself multiple times a day (sometimes 6 times an hour, other times once a day) due to unacceptable signal quality.
An example of me simply pinging google during a problem:
I will post an update if I actually receive a call from the tech within the next 5 hours, but I'm highly doubtful they will call. At this point it's as if our account has been flagged not to receive any customer support. I'm aware this post just sounds like ranting, but I have wasted probably hundreds of hours to try to get this issue fixed, and by now I feel I'm just repeating a script listing all the issues to CS, except this time on a forum. Everyone acts professional, and each CS rep agrees it's insane, but no one actually does anything to fix the problem. We pay for the coax version of gigablast. Is our node just too congested and they won't tell anyone, since its too expensive to upgrade? Tethering to my phone with a 1 bar cellular connection seems a hundred times more reliable than being directly plugged into the modem, which just astounds me. Let me know if there's any other information I can provide. It seems like cox just wants me to give up, but I've invested so much time that it's a sunk cost to me, so I'll continue to the end.