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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.
Hello,
My name is Palmer and I’ve been experiencing these SAME exact issues on and off for the last year, whilst paying 200 per month in Gigablast services. I’ve had 2 technicians come out, 1 of which I was charged for. The 2 techs that came out had little to no IT experience and were not even Cox employees (3rd party contractors). While the “IT” tech was out he ran several tests and even noticed the high ping and low speeds and basically said sorry, nothing he could do about it. He chalked up the problem to being the nodes and too much network congestion. When I tried to escalate the issue I was offered a 3rd technician to come out but when asked if I could have a cox employee (preferably a supervisor) come out I was told there’s no guarantee. What makes things even more frustrating is when you call they go through the same “troubleshooting” steps followed by their $10 additional charge for IT support…
At this point I’m convinced they don’t care. As a company who has no real competition there is no incentive to do right by their customers. I honestly feel like it’s time to start a class action lawsuit. They simply don’t deliver on what they advertise.
Based on all of the related topics I’ve seen I think there is adequate support to take legal action.
- Palmer
(Glendale, AZ)
Update 10/04/2021
Had a tech out last Thursday on 09/20/2021. He said I needed a new drop and was going to schedule that in.
All the other techs were saying the drop looks good, it's not very old and it has no ingress. I'm down with whatever as long as it's fixed.
That was last Thursday though and I got a survey from Cox asking how it went:
I have a sneaking suspicion this will never be resolved and I'm jumping ship as soon as a competitor becomes available in my area.
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 cox.help@cox.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.