Forum Discussion

JESinFC's avatar
JESinFC
New Contributor II
12 months ago

Cox Voice Phone Audio Issues on Calls

I see a few old threads on this issue, but they are a few years old, so starting a fresh one. Over the last few months callers have complained that their audio on calls is very choppy and they can't...
  • JESinFC's avatar
    JESinFC
    12 months ago

    Thank you for following up with me. Just wanted to say for those that read this thread that the problem was in fact an issue in the Cox system, not anything at my house. As of today, according to callers, the sound quality is great and the issue is, for now, resolved.  Thanks Again!

    Jim

MarkHodges's avatar
MarkHodges
New Contributor
12 months ago

Jim, I had an ahha moment this morning wrt our issue.  I now believe that the issue is capacity issue in the cox network.  Since it is always the other end of the call that has the poor clarity, it would be an upstream issue.  I have noticed that my issue usually happens during high capacity times like when folks are streaming football games.  Off times everything work fine.  I’ve downloaded PingPlotter to my iPad and I’m going to start tracking latency when I notice the issue on my Cox phone line.  This evening should be a good sample time.  The tech arrives this afternoon between 3 and 5 and currently there is no issue on the phone line.  This has to be a capacity issue.  BTW I’m on cable and not fiber since fiber is not available where I live in the back of the neighborhood.

I will let you know later this evening what is decided after the tech leaves.

Mark

  • JESinFC's avatar
    JESinFC
    New Contributor II
    12 months ago

    Very interesting idea.  I'm on cable as well, but oddly on my internet service I have Gigabit DL speed with 30 Mbit UL speed (that consistently tests at 40 Mbit). I realize that the phone service probably rides on its own separate frequency channel (s) that have nothing to do with the internet channels and TV. At any rate, I've had Cox techs out numerous times in 2023 trying to improve signals to my house when my cable TV DVR and satellite boxes, which were all coax cabled, would frequently fail to boot due to poor signals. Eventually we went to a single coax cable serving the new Panoramic Gateway with all Cable TV boxes connected to it via WiFi.  All coax splitters, signal amplifiers, etc. were removed since no longer needed, and they even did some work on the pole to improve the incoming signal.  Once that was done, the Internet and TV have been spectacular - better than at any time in the last few years.  But alas... the phone service (which previously never had an issue) started acting up recently.  I will have the tech here tomorrow and will go over everything with him and see what he finds / does.  Will be sure to post an update if he fixes the issue.  Hang in there.