Forum Discussion

RDB_LA's avatar
RDB_LA
New Contributor II
31 days ago
Solved

Upload speeds drop <1mpbs constantly

For months now there are periods when my upload speeds drop down to 0.1-0.3mbps. During such time phone service becomes also unusable if needing to enter any phone menu driven digits, and any tv channel change becomes impossible to do.

I've complained about this constantly either in app, phone or through X (twitter) when it happens and it usually then miraculously fixes itself for another few hours after wasting 2 hours until it again reverts back to being unusable.

There seems to be no scheduled date or time to fix this issue. Nor will anyone advise me exactly what the issue is. Nor will Cox send someone out to my house to troubleshoot (indicating I guess they know where the problem rests).

Hopefully someone here is willing to investigate and provide an actual answer when I can actually expect to get the service I pay for.

 

upload speed
  • RDB_LA's avatar
    RDB_LA
    31 days ago

    What's aggravating is on Monday I'd managed to get it escalated to a higher level over the phone and they actually set up an appointment for a tech. That then got canceled when the service temporarily was marked as resolved. Now I can't seem to get anyone to rescheduled.

    Meanwhile it won't do much but at least they're on the clock after I contacted the FCC. I'm sure they get 1000s of these and ignore them but hopefully if enough people start complaining they'll step up their service. Especially seeing as I've noticed there's a large number of complaints on Reddit from people with a similar issue:

     

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    31 days ago

    First thing to check is if the problem happens to wired connections as well as wifi. If wired too, then try bypassing the router and connect direct to the modem to test you speed. Remember that you have to reboot the modem each time you change what it is connected to. If that is also slow, or you have a Panoramic gateway or some other combo, then look at the signal levels. How you see the signal levels depends on what model device you are using. What model modem/gateway do you have? Last, since you mentioned you have TV to, how does the coax connect from the street/pole to the different rooms you use coax in? What kind of splitters and how many? Are you using a amp?

    PS. I would remove the second photo. It shows your public IP and doesn't show anything useful.

    • RDB_LA's avatar
      RDB_LA
      New Contributor II
      31 days ago

      One of the screenshots is wifi, the other (bottom) is hardwired.

      Panoramic router. Coax is ran from box outside to right by the tv and router. One splitter only in line. Removing splitter has made no difference (already tried that).

      Don't believe the problem is with equipment or anything here because anyone I can talk to says that "Yes I understand the troubles have been going on for days. I regret that our field teams have not yet provided us with an estimated restore time."

      I'm really just trying to see if someone from Cox here can actually look into the details more and provide a real answer rather than the low level assistance through means so far.

      Are these the signal levels you asked about? Current upload is hovering around 6mbps so will recheck at various other times to compare values when upload is non-existent and when it's fine.

       

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        31 days ago

        Is it a outage as per their outage website?

         If you want to talk to Cox, contact them via the methods in the welcome thread. This forum is for users to help other users. However you probably won't get any more info. They will probably just schedule a technician. If you want to troubleshoot here, post your signal levels from 192.168.0.1 > user;admin password;password > Connection > Cox Network. Last time they were seeing T3 errors on your gateway. To see those try going to troubleshooting > logs > event logs, but not all gateways record them.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    31 days ago

    I see from your previous posts that you had this issue years ago. Was that resolved? If so, how and when did the problem come back?

    • RDB_LA's avatar
      RDB_LA
      New Contributor II
      31 days ago

      I believe they ran new fiber between 2 local switches.

      • Darkatt's avatar
        Darkatt
        Honored Contributor
        31 days ago

        If all devices, including phone service is acting up, you will need to contact Cox technical support. If it's a wiring issue IN your home, unless you have Cox Complete Care, there may be a service charge for repairs. if the issues is delivery of service to the home, then Cox will repair for free.