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Ridiculously constant packet loss!

Hi,

I have experienced constant loss of connection multiple times per day in the 5 years I've had my account. It's gotten way worse since the pandemic started.

I had Cox techs out several years ago and they couldn't find any issues. To be honest, it's so time-consuming and frustrating to call and run through the multiple holds with staff who aren't trained to deal with this issue (all of whom try to upsell me on new products) that I've just been living with it.

Now though, it's reached ridiculous proportions. I'm losing connection every 5-10 minutes! My laptop is wired to my Motorola Modem/Router, but it loses connection more frequently, and is slower, than my Roku connection which is not wired with ethernet.

This is interfering with my ability to do school work at home, and I'm now way behind.

I've spent countless hours researching what to do (that's how I found out it's called packet loss). I've taken screen shots of Motorola's logs. They show over 3000 uncorrected counts of packet loss.

Today's T3/T4 chart shows over 30 critical and warning timeouts.

Motorola says that this is a Cox issue. I've read multiple similar posts and know that many Cox customers have dealt with this and don't seem to get it resolved.

This is beyond maddening, please, Cox, help me fix this issue. I'm paying way too much $$ to have such crappy connectivity.

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  • Hi Melissa B,

    I am sorry to hear that you are having connection issues. We would be happy to look into that with you. To look into that, we ask that you email us at cox.help@cox.com with your service address and a link to this thread. We want your service to work the way it is supposed to.

    David
    Cox Support Forum Moderator
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