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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.
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.
I did reach out to the email you provided and was basically given the same generic response, which is still saying its our equipment and I highly doubt my 500+ dollars I spent on devices just to use gigablast are the issue :( so ya this is how we get support is there someone that actually knows the answers as to why we would have these problems? I mean for my job I have to code software and normally I can provide you an answer to why something would not work, what is crazy is I even had one of your techs that came out say to me that the gigablast service is not ready not sure what he meant but he said if I say anything he would deny it. Really if it is our equipment or lines ill be happy to buy what is needed to make this work. I have tried with the modem you provide as well as 3 other modems on your list of compatible modems still we are not even close to what is advertised as gigabit. I had timewarner before I moved to Kansas (This was in california and they def had gigabit service that was always up and exceeded the speed that I was promised with out limitations on how much data you can use) Which I even pay for unlimited!
Thank you for choosing Cox Communications as your provider. I regret to hear you have been having difficulties with your internet. I would like to see if I can help you get this issue resolved. Can you please make sure 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. This will help ensure that your modem is receiving the best signal from us. Then, please reboot the modem (and router) by unplugging the power to the modem (and router) for 30 seconds and then reconnect it. This will refresh the connection and can help resolve several errors and ensure your equipment is communicating with each other. You can also view our article on Fixing Internet Connection Problems at https://www.cox.com/residential/support/fixing-internet-connection-problems.html. Please let me know if you have any additional questions?
Social Media Support Specialist
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.