A_Cox_Customer
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Re: Packet loss due to upstream channels dropping
Unfortunately some fixes require a lot of repairs as in my case and takes a while to diagnose. The field escalation tech that came out was able to identify 6 tickets in their records although I feel like I had more visits than that. One of the things he brought up was that there were only 2 people in the neighborhood who actually had called and got someone out making it harder to isolate the source of the problem. I'm guessing some of my neighbors probably didn't notice drops because they're just using the internet for browsing the web, oreither have more patience or don't want to go through the hassle of calling in. Talk to your neighbors and see if they're having issues and encourage them to call to get it fixed. Start documenting all your visits and outages if you haven't already. Get some monitoring tools and screenshot or keep logs on the packet loss. PingPlotter free and mtr are decent free ways to monitor packet loss, but there's a whole bunch of other tools you can use. Make sure your modem is Cox certified or they'll point at that as the problem. www.cox.com/.../cox-certified-cable-modems.html Keep calling and try to get a tech out. The front line tech support is abysmal and they try to up-sell you other products with a promise of a fix. Go for the tech visit, they're the ones that can actually escalate the ticket. If it isn't getting resolved or doesn't get escalated after several attemptsas a last resort you can file a complaint with the FCC and include your records. Ifinally resorted to filing a complaint because I work from home and there aren't really any other usable alternatives to Cox internet where I live. It really changed the customer service. The fix still took over a month, but they started calling me, checking their work, keeping me updated on the progress of the fix and now it's much better. If that's not worth your time and you have alternatives available that will work for you, I'd switch.3Views0likes0CommentsRe: Packet loss due to upstream channels dropping
Update 11/23/2021 I've been monitoring for a few hours a day over the past 3 days and am seeing zero or near zero packet loss. The rep and field escalation tech assigned to my FCC complaint have been on top of things looking at tickets and making sure they're truly resolved afterward and starting a new ticket if there was still noise or other issues with my internet connection. Just at the most recentvisit from a field tech I've been informed that several repairshad been made all the way out to the node. Since I'm at the end after a few amplifiers every bit of noise introduced up the chain was degrading the signal that finally reached my modem. Among the fixes I was told: A number of tapswere fried and replaced A previous customer who switched to satellite was somehow introducing noise to the line with their old cable connection and it was fixed A crack in the line leading to asmall apartment complexup the street wasrepaired Some additional tuning was done So really a large part of neighborhood got a connection tune-up out of it. Unfortunately after several calls and visits without a fix over several months I resorted to filing a complaint with the FCC and with a few days suddenly I started getting follow up calls and a team dedicated to fixing my issues. It still took over a month to fix, but I was informed about fixes along the way and I didn't have to start at the beginning each time a ticket was closed and the packet loss continued. It would have been nice ifCox tech supportfollowed up, looked at previous tickets and checked their worklike this in the first place.18Views2likes2CommentsRe: Internet drops randomly and frequently
This sounds like it could packet loss unless you're really using up all of your bandwidth. Since your modem seems to think it's still connected when you get drops try running a test with a utility that can give you packet loss stats. There's a ton out there. I've been using mtr and PingPlotter Free. Slower speeds aren't really a great indicator of connectivity. You will see varying speeds if you're actively using your connection or are doing a speed test to servers that won't keep up or aren't a Cox to Cox connection. If it's consistently slow without packet loss and you're not actively using your bandwidth it might be a capacity issue which Cox should in my opinion increase for your area.3Views0likes0CommentsRe: What's a reasonable expectation for # of devices?
I don't buy that too many devices nonsense. This is a canned response and attempt to upsell you. It does nothing to help you diagnose whether you have a real connection issue. When your internet is up. With all devices connected turn on some Netflix (4K if you got it) open multiple youtube videos on your computer, start a zoom call, listen to music on your mobile devices. Then do a speed test on a computer via a wired connection and you'll see how much available bandwidth you have left. If thespeed test is close to nil or your streams start cutting out during the test you might need to upgrade your service.83Views0likes0CommentsRe: Too much packetloss. was NOT like this before.
Call and go through the motions of rebooting your modem and do what you can to get an on-site tech out. Since your modem is flagged for recommended upgrade they may try to say it's your modem, but don't change it yet since it was working before and mention that on your call. I upgraded mine due to their recommendation trying to get my connection fixed and it turned into a ticket and charge for a new modem install and the problem was still happening afterward. I had to call their billing department to get that charge reversed. They may threaten to charge for having the tech out if the problem is on your end, but it does sound like the issue lies somewhere between the modem and Cox. The on-site tech willprobably replace all your lines and connectors. If it's still happening after that, do what you can torequest it be escalated with the on-site tech. The support chat and phone line is useless for getting anything but getting upsold services, a modem reboot and an on-site tech visit scheduled.2Views0likes0Comments