brittrice09
New Contributor II
Joined 3 years ago
User Profile
User Widgets
Contributions
Re: gaming ping and latency problems
Just out of curiosity, where are you located? I ask because i've been going through something similar for about a year now. https://forums.cox.com/forum_home/internet_forum/f/internet-forum/29126/potential-class-action---phoenix-north-phoenix-arizona-internet-instability Long story short, the problem isn't fixed. They mentioned an upcoming upgrade in my area in January which should fix the issue. They even admitted that the node in my neighborhood are over utilize. They pretty much said F-me and wait until January because otherwise they won't do anything about it. But, they sure will be quick to blame your hardware, network configurations and devices if you call them or deal with someone here. I'd recommend filing an FCC complaint just to get a record of it.63Views0likes1CommentRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
I want to add. Having it say "Your network looks good", when you sign in. That is a slap in the face. If this issue isn't fixed in January, I will definitely make whatever moves I need to make to make this a bigger issue for Cox because considering this is effectively the only cable provider in my area, it is unacceptable.2Views0likes1CommentPotential Class Action - Phoenix/North Phoenix Arizona Internet Instability
For those looking for an update on this. Long story short. I was basically told there is nothing they can or will do about it. There's an upgrade scheduled in my area for sometime January 2022. My internet is still completely unstable, continue to have the same issues as before. I was at least able to get my bill a decent chunk cheaper in the meantime but, at this point, I am so frustrated that there is nothing that can be done that i'm at a loss of words. After years of reliable service, I feel let down and just blown away at the lack of care of getting their infrastructure upgraded. Best part is, they're just upgrading a node, they're not even bringing fiber to my neighborhood, even though a tract a few blocks away had it installed. The moment a new service is available, this secondary line i'm going to try with Century Link (crazy I have to go back in time to potentially get decent service), or low-latency Starlink becomes available, I will immediately be moving away from Cox.581Views0likes2CommentsRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
Update: It's been over a week and still no update on the ticket that I have open with Cox. Filed an FCC complaint against Cox, and now the FCC is facilitating conversation between me and the Cox. Internet still not fixed.19Views0likes4CommentsRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
Update: Internet is still not fixed. Still working with Cox over e-mail. I've also been collecting screenshots daily of packet loss and hard spikes. Reached out recently to get an update of the ticket number I was given, and was told there were no updates, but to check back for updates, so i'm doing so today. It's been about a full week since last dealing with them. @adminITGUY59 nwh Thanks for your input. You both sound very close to me, and it sounds like you're having similar issues. Have there been any updates in your cases? I'm gearing up and gathering data to submit an FCC complaint, and would love to reach out to both of you directly if possible through here to collect information so I can send to them, IF you'd like to be involved of course. I'm beyond frustrated with paying as much as I do for a service that is completely unstable.14Views0likes4CommentsRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
I'm now in the process of doing this, gathering as much data as possible before filing, and also in the process of contacting a couple local legal people to see if there is any further action I can take.31Views0likes0CommentsRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
Bumping this thread so others can follow along. So the technician that came out, wasn't able to find or see anything as usual. He installed a "Mocha filter" on my line and advised that it could help, however, it didn't. I even played some games in the early AM to show him, and he agreed that there was an issue. He advised to reach out to the business department to see if I can get fiber installed through a business line. I did that, but they explained that Cox is unable to do that as I live in a residential area and that what the tech told me was totally wrong. So, as usual, the third-party technician wasn't able to get anything done, lied to me about the business line (doesn't know the product), and attempted to try to blame my hardware, which I responded with, no, because i've already bought another modem to try, and used Cox's modem to try, and while using both i've had the same problem. I was referred to the business sales rep that I spoke with to contact the residential sales line and to explain to them my problem. I then reached out to residential sales and explained to them how i've had constant issues since moving into this home, she looked over my account and saw that i've had constant problems, and wanted to open a ticket, however wasn't able to access the forums as it's something that should be handled by tier-2 support. I was escalated on the phone to tier-2 support, and someone helped me there by opening a ticket for me (Req#: CUI11613788), and explained that a field engineer would be reaching out to me within 7 days, and it's apparently the team that handles fiber installs in residential neighborhoods so they can update me with project information with when fiber might be coming to my neighborhood, and so I can talk to them about potentially streamlining the request, or, them potentially fixing the node, or doing SOMETHING. I'm unsure why it needs to take 7 days for someone to contact me. The tier-2 tech was unable to give me the information of the department that is apparently going to call me, unsure if this person was being honest or if anything is going to happen in regards to me getting a call, or even IF I get a call, if Cox will do anything to actually resolve this issue. The tech that came out to my house yesterday explained how other techs love to say they did something because it counts as credits for their work to show the job finished, so a lot of times they just lie to get a completed job. He also kept scanning my line saying he's showing no loss (while only running, i'm assuming, a ping test to a cox preferred server or address for around 30 seconds or less. Not too sure how this will show anything with an unstable connection that has intermittent issues). My issue is ongoing, the internet was extremely bad last night and the night before. I'm now tracking all instances of problematic internet as I prepare to file FCC complaints with neighbors and continue to look into a potential lawsuit, as my service is incredibly unstable and Cox is seemingly unable to, or unwilling to, get this issue resolved.3Views0likes1CommentRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
Bumping this. Since posting this, i've worked with the social media team to once again get a technician out. The social media team asked for ping tests and trace routes using multiple programs (WinMTRs and PingPlotter). I did that, showing them loss/latency spikes as well as failed jumps generally 1st/2nd. I also showed them a bunch of pictures using the Cox "Elite Gamer" software, showing spikes, loss, and completely unstable latency. They sent one technician, who explained they don't really see anything at all, supposedly the line from the box to my home was ok, and from the box on my home to the room it's leading to is ok. The modem is also apparently ok. He explained though, JUST INCASE, he's going to have a higher level engineer come to "certify" the nodes (or something along those lines). The next technician came out and immediately starting checking things. Once finished, he explained that he was able to see packet loss on the downstream node as well as failed transmits (I think that's what he called them). And also, explained there was also some instability on the upstream node, but the night crew was going to have to take care of that. He explained he "made some changes" to the downstream node, and I should see a noticeable difference. My internet was working beautifully for about 6 hours. Then, the problems came back that same night, same issue. Checking through "Elite Gamer" while trying to play something, I saw constant spikes, unstable latency, and random loss. This was while being "activated" in Elite Gamer, or not. It doesn't matter. TLDR; Internet, of course, is still not fixed.10Views0likes0CommentsRe: Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
I'm getting WORSE results using Elite Gamer. More spikes, than if I was just using "regular internet" (whatever that means). And also, in the Elite Gamer UI, it shows 0 loss, but it shows AMPLE loss on the "regular internet", which I still feel very clearly. Even though it says "while boosting" or whatever, 0% loss. I'm running trace routes, all showing loss and constant spikes/jitter. Moral of the story? Elite Gamer wont fix bad infrastucture. Which, of course I already knew that.28Views0likes0Comments