Tag:"Phoenix" | Cox Community

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.
sjo102784
7 years ago Place Internet
33KViews
2likes
66Comments
No Dial tone
I have no dial tone -- Phoenix, AZ what is going on? I have internet but no phone service
Spookees
10 years ago Place Archives
8.9KViews
0likes
9Comments
PHOENIX 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.
Solved
outage-PHX
12 years ago Place Archives
8.3KViews
0likes
5Comments
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?
miclr2u
10 years ago Place Archives
8.3KViews
0likes
8Comments
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.
brittrice09
4 years ago Place Internet
6.7KViews
1like
24Comments
Packet loss, latency on gigablast in Scottsdale, AZ for the last few months
I've been battling issues similar to multiple other recent posts on the forums [1, 2, 3, 4].Since this problem has started, I've replaced the cabling in my house, gotten a new modem and a new router, but the problem has persisted. As of today, I've had four different techs come to my house. Techs 1 and 2 both replaced the connections from my house to my tap. Tech 3 did that too, but also said he added a "boost filter" because of "low transmits" to my modem. Tech 4 replaced connections as well, and then said he "lowered the signal" because it was "too high" at the modem (sounds like he removed the boost filter from tech #3 lol). Today I noticed there is one especially bad host in the tracerts to both a sample Rocket League server and to Google, and several other hosts giving packet loss. Sunday and Monday had very bad packet loss all day, while it cleared late Monday night (9pm-1am). Today there was supposedly an outage in my area, but my Internet access was fine, and in fact had very little packet loss. Lo and behold, as the "outage" was clearing up, the packet loss came back. Attached are several samples from yesterday and today. I chose a smattering of times from yesterday's samples to show that the problem was definitely exacerbated during peak times, but that there is still packet loss in the tracert on Cox's end even outside of peak, which persists even after today's supposed outage was fixed. In addition to this, the last phone tech I spoke to via the Cox Cares (what a BS name) actually remarked that Arizona was the highest reporter of these issues in their personal experience. To me, that's pretty telling. Obviously it's anecdotal, but with my data and the rest of the data from others it seems to me Cox has some serious infrastructure issues that they are actively choosing to avoid dealing with. Lucky for them they have a monopoly here, huh? https://drive.google.com/file/d/1irw5zdTEkkEb5818-UJJBkbLkP6DHzFM/view?usp=sharing https://drive.google.com/file/d/1pkmfPBba58rBVsLE1dvU53BGUTjvKtNN/view?usp=sharing https://drive.google.com/file/d/1gHbb7vwUXIT2FXpFvoeNbbpUsogvPwT7/view?usp=sharing https://drive.google.com/file/d/1RmCGIvrtx1Sc1Q7w0yU7b6gbJP_ggy3G/view?usp=sharing https://drive.google.com/file/d/1TmK8voj4KXR4li6N7XahocB4uA6HC5m1/view?usp=sharing https://drive.google.com/file/d/1bLOWFfg9vnDwZ6PAbCz1G_406JJmSeXe/view?usp=sharing https://drive.google.com/file/d/1LhWZxlJoREkhb7Fji6HAZ0X6EIC6J55d/view?usp=sharing https://drive.google.com/file/d/19YF_sdIIG8sAyVAQorc_fYIj0X6cjlHO/view?usp=sharing [1]Gaming and warzone/CoD in general packet burst - Internet - Internet Forum - Cox Support Forums [2]Noisy node issues - Speed drops until reset - Internet - Internet Forum - Cox Support Forums [3]Terrible packet loss and jitter. - Internet - Internet Forum - Cox Support Forums [4]Another packet loss and ping spike issue - Internet - Internet Forum - Cox Support Forums
particleman
4 years ago Place Internet
5.4KViews
1like
25Comments
Moving a phone from one room to another
I had a phone installed a year or more ago, at the time there was no charge to add this service, but when I contacted COX today, they informed me that they would charge $50.00 to move the phone from the room it is in now to another in the same house, same wiring, same TV, same internet...etc. What is so difficult about unscrewing a coax wire and screwing it into another room but for some reason, COX won't provide any service without charging ridiculous fees. It's literally a 5-10 minute job and I've managed to just get a coax extension, drill a hole and move it to the next room while it's still connected to the same outlet. The reasoning behind all these charges for doing something so simple is just another reason that COX is becoming the worst provider I've ever used. It's nothing but greed and the two words "Customer Service" don't exist at this company. Good luck to all who stay with this rip-off company. New Years resolution is to change providers ASAP.
Solved
Moving_a_phone_
9 years ago Place Archives
4.5KViews
0likes
1Comment
Local calling area coverage?
How do I know what the local calling area is for Mesa, AZ?
mrcrjrar
11 years ago Place Archives
4.3KViews
0likes
1Comment
basic and expanded cable menu channel in Phoenix, AZ
I cant find the channel that has the rotating tv guide on it. Does anyone know the station number? I can't seem to find it. Thanks
thunderdan602
11 years ago Place Archives
4.1KViews
0likes
2Comments
Continued Extreme Packet Loss In Phoenix, Arizona
This is a continuation of multiple threads related to extreme amounts of packet loss in Phoenix, Arizona. This has been ongoing for well over six months of formal complaints, and after about two weeks of adequate service, I'm back to very high levels of packet loss. Packet loss as demonstrated by Ping Plotter: My brand new DOCSIS 3.1 modem's logs over the course of 14 days of uptime, showing literally hundreds of thousands of corrected and uncorrected packets over a single channel, and hundreds of thousands of corrected and uncorrected packets across all other channels: This is completely unacceptable. Why has this problem persisted through over half a year of formal complaints? I've gone through multiple modems, routers, and a complete replacement of my coax line from my modem to the nearest neighborhood node. There is a serious infrastructure problem in my area that has yet to be addressed. This is an unbelievable situation, Cox. Why is this not fixed?
sjo102784
6 years ago Place Internet
3.9KViews
0likes
7Comments