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I've been getting outages due to the upstream dropping out on my internet connection for more than 6 months now.
Downloads, watching streams, podcasts, hearing and seeing people on voice/video calls and are fine if they've already started.
Uploads drop, voice/video calls break up for listeners, website requests take forever, games get disconnected.
Modem upstream during packet loss:
Bottom row with red question marks is packet loss. Other rows are just hops which sometimes don't respond (`mtr one.one.one.one`):
It doesn't seem like this issue will every be fixed. I've burned a lot of my time (days and days), burned money upgrading hardware that was fine, talking with customer support, and waiting for techs.
I've been having to use my phone as a mobile hot-spot to ensure a consistent connection for voice and video calls. If this keeps up I think I'm just going to stop wasting money on useless internet and dump Cox and switch to a mobile hot-spot, since I end doing that anyway.
Update 10/05/2021 - Still packet loss
2 techs showed up to replace the drop (line from the utility pole to my house). They noted everything looked brand new and set up correctly and that the tap looked like it was replaced as well.
After replacing the drop they reported the signal looked good and asked to check the internet connection.
Within a few minutes the packet loss started again.
Here it is currently (bottom row with red question marks is packet loss):
I emailed email@example.com as per JonathanJ's recommendation before they arrived and was instructed to share as much information as possible from this post when the techs arrive.
I may be wrong, but it seems like all the techs that have visited have to start from the beginning every time with almost no information to work with.
Shouldn't techs have access to previous tickets or some kind of history to see what was replaced, what testing and other actions were already performed so they can do proper diagnosis and troubleshooting?
I shared as much information as I could during the install including:
As far as I can tell the problem is not between my modem and the utility pole. There are no other customers downstream from me. The issue lies somewhere between the tap and further up the chain.
Thanks for explaining Crystal S.
It shouldn't be this difficult for a customer to get a connection issue resolved.
I've had several techs out (I can remember 8 faces but it's more than that) for this very same issue that goes back more than 5 months now and only one time I'm aware of has it ever escalated beyond the utility pole.
I've also been on a countless number of calls and chat support sessions where the support rep restarted my modem and told me my connection is fine based on a snapshot of connectivity. I've been dumped into the Cox Complete Care call queue only to get forwarded back to the tech support line.
A few days AFTER the last techs arrived my connection has much improved but still getting packet loss here and there. Unfortunately not frequently enough that a tech is gonna catch it in the few minutes they're scanning the connection.
I'm not gonna call it fixed until I see stability for more than a week. I've been through this before and my last forum post got locked and I'll be scheduling another tech if the problem starts acting up again.