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I just finished a support chat with a tier 2 tech who ended the chat while I was changing out my Ethernet cords. I've unplugged my router, reset it, changed cords, connected the Ethernet straight to the cable modem from my PC.
Getting really tired of this basic troubleshooting roundabout they put me through every time. Support chat seems hesitant to acknowledge the fact their infrastructure might be overloaded. The only option is to bring a tech out, however I don't feel comfortable doing this at the moment because of the current health crisis. Maybe in a few weeks.
Every evening between 6-10PM the internet out here in east county San Diego slows to a crawl, as everyone is attempting to connect at once. It's hard to troubleshoot this, since I end up looking stupid saying, "Well i'm getting 100 mbps now, but it gets really bad later in the day I swear!"
They are quicker to find little reasons that it might be a fault with my setup, including "You have 8 devices connected, your plan only supports up to 7" even though all of these devices are sitting idle and not using any bandwidth during the issues I experience.
Don't really know what the answer here is. I know I'm just tired of changing cords and having my router reset. File an FCC complaint I guess. Hope for a better future for internet providers out here in SD. FCC Complaint form: https://consumercomplaints.fcc.gov/hc/en-us?return_to=%2Fhc%2Frequests
Related question: How do I cut to the BS and skip the basic troubleshooting steps I'm always run through with the tier 1 techs? I'm decently tech literate, I'm no old granny using an iphone for the first time.
I hear you. I have the same issue in Phoenix AZ area.
Awesome. I'll get PingPlotter going now.I just had a service outage notification pop up shortly after making this post. Maybe 10 mins ago they said they resolved it. Just did a speed test after resetting all devices: https://i.imgur.com/aIBkIsz.png Should be getting "Up To" 150.0 mbps on Preferred plan
I'll post some pingplots soon
They don't care about your pingplotter, you'll be the 5000th person to post the chart. Start reporting them to the FCC for packet loss, it's one of the measured metrics.
I did that too but unsure how useful that informal complaint will be.
Experience from the following Youtube link is he has to go all the way to AZ State Attorney General's Office (17:29) to get Cox to resolve this. This whole process takes 18mon to get Cox finally acknowledges the issue and performs node split.
The author gave pretty good advice at the end: **Start data collection and documenting accurate timeline of communication with Cox regarding packet loss and high latency. I am following his advice now.
Youtube Troubleshooting Your Home Network And ISP - Packet Loss And High Latency