High saturation node, slow internet speeds, intermittent drops and nothing they can do?
I'm hoping to get some additional assistance for our internet woes. We contacted Cox on April 15th because we experienced an outage with our internet service. This outage was longer than we had been experience for the last month or so so it was time to call. We were greeted with a recording indicating Cox was working on some upgrades in our area and that users might experience intermittent outages between midnight and 6am. We chalked it up to their maintenance window and let it go for the evening. The next day we noticed we were experiencing slower than normal internet speeds, in our case, less than half of our potential 150Mbps download speed. We did some internal troubleshooting, resetting our router, re-provisioning our cable modem through the automated system, factory resetting our cable modem and eliminated the router altogether, going straight from computer to cable modem for testing. All tests are done using hardwire, either through a router or directly from the cable modem. WIFI was not used during any of this testing. A majority of the responses were the same, download speeds generally ranged between 70-90Mbps from early afternoon into late evenings. There were sporadic results that showed closer to "normal download levels around 110-130Mbps but those were not consistent; we saw many more of the abnormal download speed results than "normal" ones. An appointment was eventually made for a technician to come out and take a look at everything on the outside of the home on 4/20. We received a call from a technician the morning of 4/18 about our service call. The technician indicated he was looking at the node we're attached to and said it was over 80% saturated and that slows speeds and drop outs were somewhat expected given the high level of saturation. The technician indicated he looked at everything and everything looked good, levels were good and there was really nothing he would be able to do about the situation and cancelled our service call for 4/20. A number of days later, our connection appears to be getting worse, with speeds generally ranging in the 60-80Mbps range in the early afternoon through late evening. Again, we still have some results in the 100-120Mbps range but those are far fewer than the 60-80Mbps range. We're also experiencing more drop outs (loss of connection lasting 5-15 seconds) and increased frustration. We understand download speeds are an "up to" but we're generally not getting anything close during the waking hours. Is there anything else we can do to address these issues in the short term? We have been forced, like many others, to work remote and our ability to provide support has been impacted with these connectivity related issues. Here are some recent examples of speed tests using Cox's speed test portal: PING: 11ms JITTER: 5ms DOWNLOAD: 65.8 Mbps UPLOAD: 10.0 Mbps PING: 20ms JITTER: 96ms DOWNLOAD: 66.8 Mbps UPLOAD: 9.9 Mbps PING: 11ms JITTER: 2ms DOWNLOAD: 62.3 Mbps UPLOAD: 10.1 Mbps PING: 10ms JITTER: 4ms DOWNLOAD: 73.2 Mbps UPLOAD: 10.2 Mbps
Stop blaming Cox, you whiners!
Since I first discovered this forum I've read many dozens of questions in which users blame Cox for their email or internet problems. Many others chime in with posts like "Yeah, I have the same problem" or something like "Me too. I'm sick of it. Cox **" But have these whiners called Cox technical support, describing their problem in an intelligible and thoroughly descriptive manner? I can surmise from the posts and replies that the answer is mostly "No". My experience with Cox has been more then satisfactory. I did have to call Cox technical support once for a modem issue that only they could resolve.. And they did, in a heartbeat. If you have internet problems and your device is a PC then I can tell you the primary source of such problems are: - Registry cleaners like Ccleaner et al. If you let programs such as this modify your registry you might as well reinstall Wndows to get it working properly again. - Installing device drivers from "who knows where". - 3rd-party ant-malware software. You don't need that **. Rely on Windows Defender. - Editing your registry or configuration based on info from non-Microsoft websites or upon the advice of your neighbor's cousin's 14 year old "PC guru" son. And the list goes on. I'm an EE and certified IT specialist. Let Windows take care of itself. Uninstall 3rd party anti-malware software. Don't install drivers from ANY of the many "device driver" sites. Don't open emails from sources you don't recognize and don't go browsing where you shouldn't be browsing. Or you could install one of the many Linux distros. But if you're not an expert coder you'll find yourself up the creak without a paddle. At this point all I can say is that I'm running Window 10 with all current updates installed and my device drivers are maintained by appropriate sources. Windows runs great and my Cox internet connectivity is impeccable. If you have a problem, call Cox. Most of the recommendations you may receive here are 3rd party misinformation, even from the moderator (sorry, whoever you are but dems da facts).
Panoramic Wifi Dropping or Not Connecting to devices
We've had the same Modem for 6+ years along with a router (only 2ish years old), and were experience some slow connection speeds so we decided to call COX to update the modem. After getting our new Panoramic wifi modem today around 4pm, and we immediately started running into issues. At first the wifi wouldn't connect to anything, but after about 2 hours we got the modem up and running only to have the internet continually drop in and out with the issue resolving itself without any need to physically reset the modem (though we have reset the modem numerous times throughout the last few hours just to get this far). After getting the wifi to work I ran several speed tests to see if all this trouble was really worth it - it was not. My 6+ year old modem was giving me a 35-40 mbps, and my brand new panoramic modem/router is now giving me 28 mbps at best. Mind you I'm paying for 150 mbps, so this is no where near what I should be getting (especially from using COX's own modem/router). Not only is our speed slower, but now it appears that not all devices can connect to the network. I work from home and our son does online classes from home, so having a stable internet is very crucial for our every day. I'm not sure why upgrading to a new modem would be worse than using a modem from 6+ years ago, but nonetheless this appears to be the case. I would almost like to just use my old COX modem that I can use with my own router and get a better more stable connection with. At least then I'll know I can rely on my terrible internet, rather than hope and pray for a long enough stable connection to do any real work on. Let me also be clear that this is all been done in the same room as the Modem/Router with nothing in the way or blocking it. Using a LAN connection is NOT a solution as that does not solve the Wifi issue. And the inability to obtain an internet connection on some devices is not solved by either a device reboot or a modem reboot, as both have been done repeatedly. I can't even find the "hidden" devices from the online modem connection site under "Devices not connected".
You're Not Crazy It's Happening To Everyone
I can't read one more. I can't read one more post that says, "my modem drops dozens of times a day, and comes back up minutes later, sometimes it's unusable for HOURS, I've rebooted, and reset, and refreshed, and I've replaced ALL of my equipment, I've called Cox dozens of times, techs have visited my house over and over, and it's STILL HAPPENING, EVERY DAY." It's not a user-end issue, and I can't believe that with ALL OF THESE IDENTICAL REPORTS (and you can add mine - identical), that Cox is just plum mystified (and always, EXTREMELY RETICENT TO ISSUE ANY KIND OF CREDIT FOR THEIR BREACH OF CONTRACT). It's too much. That's enough. The Federal Communications Commission is there to protect consumers from this fraud and abuse, and by God, I'll be calling on them to do so. Investigative journalists live to expose greed and corruption, and the lack of antitrust measures governing utilities like Cox is fertilizer for the kind of stink Cox gives you for hundreds of dollars a month. So anyway, does anyone have any suggestions, he asked rhetorically. (incidentally, the sheer VOLUME of tags, crowd-sourced, shows where the stakeholders are:)Connection drops just enough to kick wife out of work VPN multiple times every morning.
For the last 2 months or so between the hours of 7am and 12pm, our connection will drop just enough to kick my wife out of her work VPN. It will glitch out my YouTube as well but that is far less important. The rest of the day is generally fine and my speeds are good when it's not doing it. But my wife can't work if it kicks her out. I was told a technician can put a monitor on my line to try and catch the issue but I can't seem to get one to do it. I lay far too much to you guys for this to be happening.
T3/T4 timeouts, high packet loss, Internet connection drops randomly
This has been happening from day 1, 60 days ago. I've contacted support multiple times and have gotten the usual "everything looks good" run-around answer. Here are my PingPlotter Pro results and modem's connection logs: https://drive.google.com/open?id=1CyOG_D4BJdNEcsskxWDh7xpgWLx9xfPf https://drive.google.com/file/d/1lZY7Io3-WJNUujKpN2zlqb6vl5KDfvFf/view?usp=sharing
