Forum Discussion

flambeau's avatar
flambeau
New Contributor II
2 months ago

Upload fine at night, disaster during the day

For about a week now, my upload speeds have been absolutely terrible during the daytime.   I am a twitch affiliate and stream to twitch everyday. Recently, my OBS is showing my bitrate jump all aro...
packet loss
  • LatitiaS's avatar
    LatitiaS
    2 months ago

    Hi flambeau,

     I can certainly understand how frustrating intermittent problems can be. I work from home, so I understand the importance of having a reliable connection.  I agree resetting the modem is not always the answer, yet we want to help you find a resolution.  Can you please provide us with a few trace routes to the site tonight?  Be sure to send this data to us on Twitter at CoxHelp, on Facebook, or at cox.help@cox.com.  We also need your account details so that we may check your modem diagnostics.  

    We look forward to working with you. 

    Cox Support Forum Moderator 
     

flambeau's avatar
flambeau
New Contributor II

I have an open email thread with all the info added here on there. Sent a couple days ago and I'm assuming the weekend and volume of tickets has it backed up, or possibly they are still looking into it.

DannyS's avatar
DannyS
Moderator
2 months ago

If you have sent an email, you have already been applied to.  So please reach us again either on (X) formally known as Twitter at CoxHelp, visit us on Facebook, or email by at cox.help@cox.com anytime for assistance.  We are always happy to help.

  • flambeau's avatar
    flambeau
    New Contributor II
    2 months ago

    Unfortunately I don't have social media. Are you saying that I should write another email or that my email has already put me into a queue? I did reply to an initial email with more info. If I need to send a new email, with the information all there in one single message, I can do that as well. Of course I understand it can't be attended to immediately and might take awhile to be replied to and addressed. I'd just like to get back up and running asap. Let me know if I should send another. Don't wanna be redundant. Thanks 

     

    Edit: I've also changed my static DNS to cloudflare (1.1.1.1) and Google (8.8.8.8) since yesterday but not sure if that would affect this issue or not. I'm just trying anything on my end to see if I can make it work. I've checked my firewall as well, nothing is blocking ICMP packets .

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

    Hi Flambeau,

     

     

    I'm not sure what email address you emailed from, but I wasn't able to locate anything from you with the information I have. I recommend creating an email to directly send to cox.help@cox.com from your address. If we have already responded to an email you sent, please reply back in that thread and we should get it soon.

     

    Thank you.

  • flambeau's avatar
    flambeau
    New Contributor II
    2 months ago

    I will send another e-mail now.

    Name, service address, forum link, and attached traceroutes.

  • flambeau's avatar
    flambeau
    New Contributor II
    2 months ago

    I've sent a new e-mail. I was not replied to in my initial one. I do not have a cox.net e-mail any longer, it is sent from my personal e-mail. The same e-mail is attached to my Cox account.

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

     

     

    I apologize, I've checked several times, but I'm not locating anything. I was able to locate your account and reviewed the modem logs. Although the signal is good and no packet loss is present while testing, the logs indicate something could be affecting you. It would be best to have a tech out to look at it. Do you have another email address you can try contacting us from?

  • flambeau's avatar
    flambeau
    New Contributor II
    2 months ago

    I am sending the emails via ****@***** the messages are being sent and not coming back as undeliverable. Sending them to "cox.help@cox.com" 

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

     

    I have edited out the email address posted in your response. We're looking into an issue that may be preventing us from receiving your email. I apologize for this inconvenience.  I'm not seeing anything in the trace or in testing that may be the culprit. If you'd like to a tech to test the internet connection on-site, we can arrange that for you. At this time, I'm not seeing any loss or latency.