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Packet Loss and Latency

We've seen an increase in internet traffic as people have shifted their work and school activities home in response to Coronavirus.  You may be experiencing impacts in your neighborhood at certain times of day, and that can be frustrating. Our engineers are working to provide the best possible experience.  In the meantime, here are a few things you can do to help resolve Packet Loss and Latency.   

  1. Check your connections: Please ensure that your connections are secured, your cables are undamaged and are in good health, and bypass any splitters by making a connection directly from the wall to the modem.
  2. Restart your system: Please reboot the modem (and router) by unplugging the power to the modem (and router) for 30 seconds and then reconnect it.
  3. Make a wired connection: Connect a computer or device directly to the modem using an ethernet cable. Make sure that WiFi is turned off on your device. If you are unable to make a wired connection, check out Fixing Slow WiFi for tips and tricks on how to ensure you have the best connection from your WiFi.
  4. Bypass Router: If you are using a stand-alone router, try bypassing it. You can connect via a wired connection directly to the modem. You may need to reboot the modem again to re-establish a handshake with the new device connected.
  5. Perform a speed test: Run a speed test at Cox Speedtest. Then check out this article on Understanding Speed Test Results.
  6. Report the issue to Cox: If you are still having trouble, please email cox at Cox.help@cox.com with the steps that you have taken and your address to be investigated.