Forum Discussion

sokal48's avatar
sokal48
New Contributor
6 years ago

Signal Power issues Tech support on phone with no help

I noticed when I logged in to the modem that most of my Bonded channels are over -18 power level.  This all caught my attention due to slow and intermittent Internet. I have COX Panoramic modem wit...
SNR signal noise ratio cox
sokal48's avatar
sokal48
New Contributor

That was the readings with it directly connected to the tap outside my home

DustinP's avatar
DustinP
Moderator
6 years ago
Hello Sokal48,

We'll need to help reserve a service appointment to have a technician take a look to help identify and diagnose where the issue is happening. Please contact support or email us at Cox.Help@cox.com with your first and last name, address, and include a link to this forums in the message field. We'd like to help get to the bottom of the issue.

Thank you,

Dustin
Cox Support Forums Moderator
  • sokal48's avatar
    sokal48
    New Contributor
    6 years ago

    The tech showed up yesterday ran his test determined the connection from the tap to the modem was excellent.  While un-hooking my link from the tap on the pole water poured out of the Tap.  He drained all the water and told me he has to have another tech fix the rest of the issue.  He said it should be fix with 24 hours.  I took reading after he left and I did recover some signal but still below on the channels I had a week signal on.  Its been more than 24 hours and we have not seen anyone come by nor has the reading changed. My issue is at the pole or in the down trace to the main drop for the area.  My neighbor also has the same intermittent connection as I described.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      6 years ago
      @Sokal48, we are hoping to have a resolution within 72-96 business hours, and we are terribly sorry for the service issues. We will be keeping a close eye on this escalation until it is resolved, and please don't hesitate to reach out to us at cox.help@cox.com for further assistance. -Kevin M. Cox Support Forum Moderator
      • sokal48's avatar
        sokal48
        New Contributor
        6 years ago

        Thank you for the support.  Both service agents was great.  My levels are no more than 7 difference with an average of  about 3 for power level and no lower than 39 on the SNR.  I also think he found more issues on the poles in this area so not just me got fixed.  Thank you to these forums.  Most of all the moderators for keeping on things.