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This is more of a plea than a request for technical help.
For the past three months I've been experiencing the same packet loss and jitter issues as so many other forum members. I've gone through all of the standard troubleshooting steps 50x and still no resolution (resets, wire checks, direct computer to modem tests, etc..). My connection has degraded to the point that even late at night, when I used to receive decent service, I'm still experiencing an extremely unstable connection. Note: this is as good as my service gets.
Hardware has all been vetted as well as wiring. Latency graphs show primary failure is between modem and 2nd hop (neighborhood node). Modem power levels shown below; not optimal but in reasonable ranges
Here's where the story gets a little interesting. I filed my first FCC complaint near the end of February; a week later I received an email from the Cox escalation team and BAM, overnight my connection is crystal clear. Better ping than I've ever seen at this address, 2ms jitter, and 0% packet loss. A few weeks later, I wake up one day to find my service has gone back to the stone age and I can barely stay connected to a webex meeting. I've been desperately sending out calls and emails to try and find this magic level that someone pulled to fix my connection. Unfortunately to no avail. Same notes of "someone was dispatched to check out the situation but they didn't update the support ticket", "we'll call you when we have any updates", "over-saturation during the pandemic...".
Cox is the only ISP that offers anything more than 35mb/s at my location. My job is dependent on stable internet. My career is on the line and I can't afford to terminate my lease early and move or rent out an office for the sole purpose of having internet during my 9-5.
Somebody please help
Got in contact with the escalation team and immediately had a crew sent over. They confirmed everything in my home was OK and that the issue is with the neighborhood node being over utilized. Our node is potentially scheduled for a 3.1 upgrade sometime next month (not a node split) and this may or may not resolve the issue.
The 30 minute checkout will be enough to satisfy my FCC complaint and I will likely be offered partial reimbursement for lost service.
I don't think there's any winning here. I bought a state sanctioned lemon and have no one to blame but myself for not doing appropriate research on the isp situation in the neighborhood I've moved into.
I have had the same exact problem as you for over a year. Two or three months ago I had a few techs come out to replace house wiring and it solved nothing. I showed them all of the logs proving the issue is at hop 2 but Cox insists nothing is wrong on their end. They won't come out to check the node or investigate a potential plant issue. Months later and I'm still waiting on some sort of solution.
Jonathan what is the standard procedure when the neighborhood node is investigated and the issues are found to be caused by over utilization and not bad wiring or anything on the customer side?
Let's say hypothetically Cox oversold internet in my neighborhood and the local node is running above 90% utilization 20-22 hours a day. Also hypothetically what if field techs came by, investigated the neighborhood and confirmed these findings and submitted them back into a ticket.
What then would Cox do about the issue? If it supposedly takes months to obtain the necessary permits to split a node or perform other maintenance are these hypothetical customers just not going to receive service for the months/years it takes to fix the nodes? Hypothetically speaking of course. I know Cox would never put its customers in this kind of scenario