Internet Issues - Consistent Lost Packets North Phoenix, Arizona
Continuing my previous post that was closed: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona The same issue is still occurring. I now have months of data collected to support packet loss beyond my home, as well as an in-home Cox technician that confirmed the infrastructure beyond my home was the issue and that he was seeing packet loss at my tap while excluding my entire internal network. The call date was September 8, 2018 and packet loss beyond my home should be notated on my account in accordance with that call. Here are screenshots from a packet testing utility I've been using while hard wired to my modem and through a router - the same packet loss issues persisted with or without the router in between. Packet loss also persisted through different hardware and operating systems. This packet loss issue persisted through three separate/new routers, two separate, brand new DOCSIS 3.0 modems, a Cox supplied Panoramic modem/router combo as well as the current Motorola MB8600 DOCSIS 3.1 modem. The modem provisioning can be found in my account history. In the photo below, you can see lost packets using UDP (in the Ping Plotter application window, not a normal ICMP request that would normally be dropped due to low priority) and a normal ping in the command prompt window both displaying dropped packets at the same time using two separate types of communication: Here is a screenshot from my modem indicating the uptime (less than three weeks, modem is brand new) and the several hundred thousand of corrections needed on bands 2-21: I called Motorola to confirm my understanding of the "correction" column, and was immediately informed that the number of corrections based on the modem's status page is indicative of an issue with Cox's infrastructure beyond my home. My RG6 line runs direct from the tap at the outside of my home to my modem - no splitters or other devices in use, and was replaced about two months ago by a Cox technician. The RG11 line that runs from the closest Cox ingress point to the outside of my home was replaced as well, about two months ago. There is a problem with the Cox infrastructure in my area of Phoenix. I've been dealing with this problem for months, and have provided Cox with dozens of data sets like the ones linked in this post - yet no tangible corrective measures beyond replacing the lines running to my home have been taken. I currently have a complaint in with the FCC and FTC, and will continue documenting and communicating this information out until the issue of packet loss is identified and corrected.33KViews2likes66Comments
Not receiving near Gigablast Speeds
Hi, So this may have been posted elsewhere, but I'm definitely having speed issues with Cox Gigablast in my area. I am using DOCSIS 3.1, not Fiber. I am currently using the Motorola MB8600 DOCSIS 3.1 and the Motorola MR1900 AC Router setup. I have had two techs come out. The first was unhelpful, and just said there were disruptions in the lines, and he would create a ticket for it. I then called again a few weeks later to have a lead technician come out and check things out. When he hooked up the test machine direct to my router, he was able to achieve 1.1gbps download and 38mbps upload, which is what I would expect. But when I hookup up my laptop in the same scenario, which has a Killer wireless Gigabit Port capable of 940mbps, I max out at 477mbps download, and 32mbps upload. And those results were intermittent. Sometimes it would be 84mbps, other times it would be 300mbps. But I am never able to achieve speeds even close to 1gbps. His results were all consistent, except one time when it came back with roughly 200mps. And this has all been direct wired. I have been testing all of this on the 5ghz network as well. Mentioning wireless, the fastest I ever achieved is 360mbps download and 32mbps upload. Then it would drop all the way down to 17mbps download sometimes. But uploads are always consistent. Consistently at this point I haven't seen about 200mbps download from any device over WiFi I'm extremely frustrated at this point, as it seems when the technician was able to connect his device, he could receive the speeds I am expecting, yet when I hooked up my brand new laptop, I don't even receive half of that. I am currently working with Motorola to see if there is a problem with the router and/or modem, but everything seems to be in order (Channels etc). Its just odd that the tech could receive the gigabit speeds when direct wiring his machine, and I can't with mine. I can provides captures of speed tests run and channel settings. I'm just extremely frustrated. Does anyone have any recommendations for the router and/or modem setup? Am I missing something? Oh, and ever since I changed to Gigablast, it constantly says on my account "Service Interrupted" by my Internet package settings on Cox.com. When I asked Cox about this a week ago, the mentioned its because site maintenance was being done, but its still there. I couldn't see it being my personal equipment: 2017 Razer Blade Pro and 2017 Macbook Pro, both of which are 802.11AC iPhone X Game Consoles25KViews0likes6Comments
Apps with the ability to remotely change set top box channels?
I understand this capability does not currently exist (under neither Contour nor TV connect), but I am wondering what the time line is for an app to have the ability to change the currently showing program on a homeset top box. When looking through the Connect literature, it referenced this ability as "coming soon". Naturally other providers (such as DirecTV) have included this simple ability in their apps for quite a long time. Any idea?19KViews0likes6Comments
Cox countour app out of home mode.
I just upgraded from basic to preferred service to enjoy HD programming and my contour app says I'm "out of home". I've already tried restarting my iPad and the Contour app and I've already assured that I'm on my own network. Nothing works. During installation there was some confusion as to which receiver was supposed to be installed and I ended up with a 2-channel DVR (Cisco). Is this the reason for my problem.? If so, why didn't anyone tell me this? I didn't upgrade service and more than double my monthly bill just to fall short of the requirements to enjoy all the features I thought I signed up for.15KViews0likes7Comments
Cox Phone Upgrade Incompatible with Home Security System - Still
Really. It appears that Cox is still doing nothing to address this, as we just had our phone system upgraded by Cox and our alarm system lost connectivity with the alarm company. This is completely unacceptable. To perform a mandatory migration that requires customers to incur additional alarm service costs, not only a one time equipment charge but an additional recurring service charge, because their upgrade orphans the standard POTS connectivity used by all alarm companies (see related 2017 forum post on "Cox Phone Upgrade Incompatible with Home Security System"). To not give a choice - poor customer service issue #1. To not give notice of the impact - poor customer service issue #2. To not help provide a resolution that doesn't cost the customer initially as well as continually-forever - poor customer service issue #3. Time after time Cox continues to lower the bar on customer service and expectations.11KViews0likes7CommentsAmplifier recommendation?
We have been at this location almost 11 years and have had pretty perfect COX signal levels, never below -4. Although after switching to HD /DVR and installing the Scientific Atlanta 8300 boxes...we are as of today on our FIFTH box. FOUR have failed. Anyway, the signal recently dropped to around -8 to -9 and both of our set-top boxes drop and tile, and even straight into the set, the digital channels freeze. We did have COX service out here twice and since the signal into the house was (above -10) they are "within spec". I have a quad-shield RG6 going through the rest of the house with two taps in the path. Hence, the end of line is now below -10. (actually -14). His answer was to replace all the cable in the house. This is where the visit went downhill fast. I was sleeping as I had worked all night from being called in. So he couldn't get in the back. Since he didn't 'get his way' he will NOT come back here (good) and he threatened that if we called anyone from COX back out here we would be charged and they would take our equipment and disconnect us. Ok, go kick sand in someone Else's face. My instinct says ditch COX and go dish, but overall, I am happy with the channels and internet speed. I searched this forum for an answer to this question, but I see questions like this get diverted or quickly locked (censored) by the COX moderator. Any helpwould be greatly appreciated. I am very familiar with higher end products (like Blonder Tongue) but am not familiar with consumer products. Can anyone here recommend a good amp that can be used on a COX residential, drop with obviously NO return path change (don't want to alter ANYTHING going back into their system). Adjustable slope would be nice too. I don't think any consumer low-end product has slope trim. Their slope at the drop is also way off. Adjustable would be ideal, or something fixed around +6 to +10. Thanks in advance everyone !11KViews0likes5CommentsPHOENIX AREA DIGITAL PHONE OUTAGE?
Does anyone have any information on the phone outage in PHOENIX, ARIZONA? We work from home and use it the land line for conference calls, etc.It's been almost an hour now and I cannot get through to ANY customer service or technical support chat sessions - they all say they are busy and the link is disabled. Nor can I get through by using my cell phone (which is thankfully with another carrier) on ANY customer service support number listed for the phoenix metro area, AZ. After racking up useless minutes on my cell phone sitting on hold for over 20 minutes with an "ESTIMATED WAIT TIME OF 8 MINUTES" per the message, I gave up. Am calling Cox Corporate PR department now.Solved8.3KViews0likes5Comments
Clueless about phone outage
We lost our internet earlier today, but the phone was still working through the modem. Did a reset and had them send a signal and we got the internet back. 90 minutes later we lost our phone lines. I have a mother with Alzheimer's and the home number is all she remembers. If I call my home #, I get the same message a when I call customer service through a different phone. At a loss considering we were told to contact them if we lost connection again prior to our Monday scheduled appt. Anyone know what's going on?8.3KViews0likes8Comments
Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability
I'm just curious, if anyone has been having a terrible time with gaming/video streaming with their internet in the North Phoenix area. I'm pretty confident this is an infrastructure issue in my neighborhood specifically, but i'm genuinely curious if others have been having similar experiences. Here's my story. I lived in Tempe AZ, and in North Phoenix in my last two homes. Both had FTTH (Fiber to the home). My most recent location, was Tempe. While I had FTTH Gigablast, I had no issues what so ever. I recently purchased a home in North Phoenix near 19th Ave and Union Hills and this is the disaster i've experienced. When I moved, I transferred my service. I was told that my service would be exactly the same, and that I would have no issues. I was also told my plan wouldn't change at all. During this process, no one mentioned that on Docsis 3.1, upload speeds would be capped to 35mbps. Not only that, but I lost my unlimited bandwidth that I was grandfathered into because I "changed hardware", and moved from FTTH, to Docsis 3.1. Because of that, my bill was $10 more, I lost out on unlimited bandwidth, AND, my upload was capped. I argued that, because of that, my plan is infact changing, and this is no longer the gigablast I had. I spoke with many technicians, many people in sales, and many people in retention. All told me "Well, it's the same gigablast service, so your plan isn't changing." Since then, i've had constant issues. It's been consistent packet loss all throughout the day. It's completely intermittent, however, it's often. It's literally all throughout the day. It ranges from 1%-15%. Hard ping spikes, latency variations, etc. This has been happening non stop since January. I've had probably 4-5 technicians come out, as well as multiple lvl2 (or lvl3) techs come out that drive the bucket trucks. So far, i've tried buying multiple cable modems, i've tried multiple routers, i've tried using Cox's "Panoramic Wifi" combo modem/router. I've updated all my cabling to new Cat 6 cabling. Nothing worked, same issue. I've had the line that runs to the junction, to my home, replaced. ga I've had multiple higher level technicians explain there was an issue with the upload node. I see bucket trucks out here in my neighborhood often. The last technician I spoke with explained that they've fixed the issue. However, I JUST spoke to the retention department who explain so far this month we've had 7 outage incidents that she can pull up. This retention expert also game be "Elite Gamer" for free, JUST to try and to test with. As the last tech who told me i'm basically screwed until FTTH told me I should try that. I told him "If my internet was working correctly, you wouldn't need to try to upsell me something I know for a FACT wouldn't make a difference". Well, I tried the "Elite Gamer"thing today, and immediately started experiencing the same issues, and Elite Gamer shows within that yes..infact i'm experiencing problems. The most recent technician that I had come out (who I think was lvl2 and he came out with a guy in a bucket truck), told me that, unfortunately Cox wont do anything about it unless you're seeing constant 20% packet loss, or until they start running FTTH in my neighborhood. Mind you, my neighborhood is down the street from one of the previous neighborhoods I lived in with FTTH. Cox not doing anything until there's 20% packet loss is crazy to me, as at that point you basically don't have a functioning service. And ontop of that, there are NO resources, no one i've been able to contact, about plans for FTTH in my neighborhood. I can't even get information about if any other issues have been reported in my neighborhood, or if the technicians have plans on replacing the failing infrastructure. Apparently, only the technicians with the bucket trucks have that information. And the last one I spoke with basically said "Yea we fixed it, so now there's nothing we can do until there's FTTH in your area" At this point, I don't know what to do. I'm paying for an incredibly shotty service that no one within Cox seems to care to fix. Is there any representitive who can help me here with resources to contact to speak about bringing FTTH to our area, what that process looks like, if it goes through city counsil, or is it purely Cox's decision with timelines, etc. Or, any local legal experts that have skin in this game specifically dealing with ISP's and poor service? Any other local north Phoenix residents experiencing this same issue? This has to be the WORST experience i've had with any ISP ever, and i've had FiOS and Century Link.6.7KViews1like24Comments
Cox Phone Upgrade Incompatible with Home Security System - Still
Really. It appears that Cox is still doing nothing to address this, as we just had our phone system upgraded by Cox and our alarm system lost connectivity with the alarm company. This is completely unacceptable. To perform a mandatory migration that requires customers to incur additional alarm service costs, not only a one time equipment charge but an additional recurring service charge, because their upgrade orphans the standard POTS connectivity used by all alarm companies (see related 2017 forum post on "Cox Phone Upgrade Incompatible with Home Security System"). To not give a choice - poor customer service issue #1. To not give notice of the impact - poor customer service issue #2. To not help provide a resolution that doesn't cost the customer initially as well as continually-forever - poor customer service issue #3. Time after time Cox continues to lower the bar on customer service and expectations.
