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DiscoJams's avatar
DiscoJams
New Contributor II
20 days ago

Slow speeds and suspected interference

Hello! I feel I have exhausted all my efforts in trying to solve this so I'm curious if anyone here or even a Cox representative with extensive knowledge could help me solve this issue. I currently pay for Gigablast and when I first moved into this apartment I was getting 860mb/s-1000mb/s download as I should. Then after my first 5 or 6 months here I suddenly was getting >30mb/s-120mb/s if I was lucky. It hasn't fixed itself and I've had 2 or 3 technicians come out and the last technician that came out even said he was going to escalate the situation to more advanced troubleshooting but I've not heard anything since and that was about two months ago. I'm pretty into tech and troubleshooting myself and I've checked everything within my network and tried many different cables and hardware configurations. Attached are my modems stats, and I am also  having "Event Type Code" 16, 20, 22, and 24 pop up almost every 30 seconds in the modems logs. The OFDM downstream channel also fluctuates between locked and unlocked often, if that helps. Thanks ahead to any help in trying to resolve my issue.

 

 
 
packet loss
  • Shaun_A's avatar
    Shaun_A
    Moderator
    19 days ago

    Hello DiscoJams. I am sorry for the service issues you are experiencing. We strive to ensure our service remains reliable and operates properly at all times for our customer's needs. Can you send us an email to Cox.Help@cox.com with your full name and complete address? I would like take a look further to see if I can find that ticket that was escalated to our Maintenance team. Usually those are completed within 24 hours of opening, so I am very eager to see where that stands. We will be standing by for your response.  

    • DiscoJams's avatar
      DiscoJams
      New Contributor II
      19 days ago

      I have already emailed Cox.help and scheduled an appointment prior to this response. I shall also email and inquire about that ticket with my full name and complete address, as I am also curious about what happened since I never heard back from anyone even after the technician gave me his personal number for updates. Thank you.

      • Shaun_A's avatar
        Shaun_A
        Moderator
        19 days ago

        Understood. We will take a look once the email is received and we will look it over and if we can find anything out for you.  

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    20 days ago

    Looks like a issue with your downstream OFDM channel. What model modem do you have? How does the coax get from the street/pole to the room the modem is in? Any splitters/amps/filters? Anything change after 5-6 months?

    If you have direct connection, I would contact Cox to schedule another technician. If they escalate it again, ask for a ticket number. This assures they actually make a ticket and that you have it to follow up with.

    • CurtB's avatar
      CurtB
      Valued Contributor III
      19 days ago

      Asking for a ticket number is a good idea.  But, with or without a ticket number, it's always a good idea to contact cox.help@cox.com when a tech says they will escalate an issue to confirm they actually did.  

    • DiscoJams's avatar
      DiscoJams
      New Contributor II
      19 days ago

      I have a Nighthawk cm2000. Had a technician come before and remove a splitter but did not resolve issue. I'm not sure of anything else, nothing I've added. I live in an apartment so I would blame that however I had no issues for the first 6 months I lived here so I have to imagine something changed on Cox end. I'm not 100% how the coax gets to my apartment living room but I know it feeds into a box on the side of the building, I think that's the node, and then fed to my living room which goes direct to my modem. I myself have no setup and splitters/amps/filters and the technicians have said everything looks fine in the node box. 

      Thank you for the tip on the ticket number, the technician last time simply said he would tell his supervisor and then left me his phone number to which expectedly he didn't reply when I messaged a week later asking for an update. I have emailed cox.help and scheduled another technician appointment. Will update here after that.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        19 days ago

        Yea, apartments are tough since you don't have control over your inside wires. Also there can be different kind of equipment then a normal house. I don't think the box on the side of your house would be a node though. A node connects hundred of people, unless you have RFoG.

        If the tech was a contractor, they probably just told you they were putting in a ticket and did nothing. I bet they didn't even leave notes on the account. Let us know what Cox finds. Good luck.