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I live in the Enterprise, Las Vegas area and have been told by tech support that for the last 11 days there have been regular intermittent outages. When I ask tech support when these outages will be resolved, they say they don't have access to that information. These outages have caused my upload speeds to either fluctuate wildly or drop out completely. I've had 3 techs out here over the last 11 days; the first said the lines in my front yard were loose, she tightened them and left. Shortly after she left the speeds dropped out again. No fix.
Call tech support again, you blamed me for my equipment, so I went and got the gigablast cox modem. The second tech came in the next day and said there was heat damage to one of the outside lines, which he replaced; he then scheduled a contractor to come by that day and replace the entire line, which happened. This second tech ruled out that my equipment was the problem because we had the same issues on the Cox modem. He took the modem back with him. No fix.
The third tech came out this morning, not aware of my situation in the least, once again, blaming my equipment, then telling me I would never get the speeds I want without a Fiber line. No fix.
I've had this account for the past two months, all of Sept. and the beginning of Oct. I was receiving 800+ dl / 35up, very very steady. Starting on the 17th my upload speed began dropping out (pretty much for the entirety of the day). My download speed also fluctuates wildly in these times.
Wired connection thru a Motorolla Docsis 3.1 MB8600 Modem
Google Meshing Router
PC - MSI GS63VR Stealth Pro
I've replaced all of my ethernet cables, tried Cox configured equipment, had front lines replaced by Cox techs and have had my account "red flagged". However until these daily outages go away I figure I'll still be dealing with this. Are outages every day for 11 days a usual occurrence for Cox? I was told these were all unscheduled outages; why would Cox not make an announcement to effected customers when the issues drag on like this?
I've eaten up about 15 hours of your tech support time on the phone for no resolution. Does Cox actually want to resolve this issue, and if so why do you keep sending level 1 tech's who are unaware of my situation out to my home to "restart my modem" and "get the cox modem" and "you need fiber" but "oh hey we don't offer fiber in your area".
My biggest problem here is that I'm a streamer, it's my career and I work from home. I haven't been able to work in the past 8 days now and counting and will have to make a drastic change soon if Cox is unable to provide me the speeds and consistency I'm paying for.
Incredibly frustrated customer.
"we are hoping to have this restoration work completed within the next 3-5 days"
5 days to the dot after you replied to my posting here my internet speeds recovered to their regular speeds and the outage notifications went away. Two days ago however, these EXACT same upload speed drops began occurring again. No notification of any outage.
Please tell me whats going on with my internet. You credited me for almost the entire month of Oct. because my upload speed was non-existent, which you admitted was a Cox infrastructure issue. Now I'm supposed to believe this infrastructure issue is resolved, I get regular service for a week and then the same problems reappear? I have a business to run, I don't care how many credits you issue me, the lost revenue from having no upload speed has been devastating to my business.
Reference the ORIGINAL post by me above for details on this persistent issue. I'm coming here because its absolutely worthless calling you guys, and when I posted this originally I actually got an honest response.
And a final rant; how about when you have an outage you notify your customer base so we can plan our activities around your "service".
I've properly restarted my modem, produced speedtests from multiple hard wired PC's.
My download speed highly fluctuates depending on the speedtest website.
Fast.com - showing speeds faster then I'm paying for
Speedtest.net (connecting to the local Cox server) showing 150/down by 10/up
Speedtest.net (on second pc) showing 600/down by 10/up
I've noticed over the past 6 days my download speed fluctates wildly throughout the day on both PC's from over 900/down to below 100/down. My upload speed (what I actually need) has not hit above 25/up in 6 days now and fluctuates from about 18/up to below 8/up.
This is LITERALLY the same exact issue I was experiencing before.
"@HandsomeChef, it appears that work has been completed in your area, and your modem has been online for 7 days."
When I initially posted 17 days ago I had the same exact problems and I was continuously told by Cox representatives that there was no work done in my area and no outages in my area. It was only when I came here to the support forums you let me know there were ongoing infrastructure issues.
Having a difficult time understanding why my service is so inconsistent and just plain bad.
KevinM2 I've had 3 tech's out now over the past month, my lines have been replaced, I've tried and ruled out the Cox modem; please reference my ORIGINAL post above, because I've done everything and I'm still having the exact same issues as before.. What exactly is your tech gonna do that hasn't already been done? All it takes is a quick look at the Cox Support Forums to determine that this is CLEARLY a Cox back-end issue in the Las Vegas area, as evidenced by the flood of posts from locals regarding packet loss, upload speed etc.
Just this morning I've lost connection 3 times for seemingly no reason; no outage notification on your app nothing. My upload speed has ONCE AGAIN dropped below 10mbps.