Unstable Internet - 5 technicians later
Here's a post I put on Facebook seeking help. I post it here because it summarizes the situation: Do I know anyone who knows someone with some sort of authority at Cox Communications? We have had unstable internet speeds (upload speed in particular) since day one of living in our new place (September 29th). We have had 5 technicians out (they're as tired of coming out as I am of having them), I've talked to support (tier one, tier two, and supervisors of said teams) 30+ times easily. They've told me that maintenance (a separate team from technicians, maintenance works on the network while techs only work from the house to the street) was working known issues at a node on three occasions, all three being marked as resolved while my instability remains. I'm lost on how to actually get it fixed or who I need to talk to make it happen. We're supposed to pay for 300down / 30up...70% of the time our upload speed is between 0-4mbps. Unfortunately, Verizon FiOS seems to be available in several neighborhoods nearby but not at our house or else we'd have switched already. Anyone? I have swapped out one panoramic modem/router combo for another. Didn't solve. I have purchased a modem recommended from a reputable source, and although it did drastically reduce my "worst" ping on my tracerts, it did not solve the problem. (I was getting a worst of 184 on my OWN home network with the panoramic and the highest I saw was around 50 on the new modem). So we can rule out a modem issue. The technicians have dropped a new line and bured it, they've replaced basically every cable we have. I have many screenshots of the instability. I will post some below, but have lots more on my desktop at home that I will be adding. My internets performance looks like a seismograph of the worlds worst earthquake. Let me point out in many of these photos of the graphs for broadcasting..I'm only running 4,000 to 4,500 kbps bitrate. This is only 4mbps -> 4.5mbps...We're supposed to have 30. Then when you consider the "minimum bitrate" that its registering during this instability you see numbers like 210kbps (see first photo)...on other occasions (and in photos I will provide when I get home) we drop to 0...we lose upload 100%. Here's what's happened over the last 2 hours at my house where we're not even using the internet except to look at this log of its stability: Here's some screenshots over the last month or two:
Daily Internet "Outages" beginning around Nov 7th, 2017 - packet loss
Hello, This really isn't a question. I am starting this thread to hopefully raise visibility around recent daily Internet "outages" in the Phoenix area. Specifically, for me, this started happening around Nov. 7th, 2017 and has been happening daily since. At our location, we are experiencing intermittent packet loss of up to 15% at random times throughout the day and it seems to increase in the evenings. Our modem never goes offline and a reboot of the modem does not fix the issue. When this event occurs and consistently packet loss is observed the Cox webpage for "my equipment" is usually update with "There is currently an outage in your area." with a resolution time several hours in the future. Eventually connectivity stabilizes for a period of time, but it has occur intermittently for 6 straight days. I am a patient person, but I finally reached out to Cox customer service on 11/11 to see why I am seeing daily outage messages for the last 5 days. Unfortunately, the Tier 1 support has limited visibility and isn't able to assist in troubleshooting or provided any detailed information even though this appears to be happening daily and several times a day. The last 2 nights, I have requested escalation to a supervisor. Although they've been very understanding, they have not been able to provide any information or relief. Apparently there are upgrades happening in my area and these are planned outages. However, the intermittent packet loss and outage messages are occurring during the day and outside the upgrade window. I am trying to raise visibility for this issue and hoping that others that have been experiencing the same issues over the last several days will reply here to hopefully gain some traction toward resolution. There is something severely wrong and possibly related to these upgrades, but nothing is being done to fix it. Unplanned outages happen and I can understand that. 6 straight days of issues affecting multiple customers on a node or set of nodes needs to be addressed. Hoping this will get fixed soon or this 20yr Cox customer will need to turn to another ISP for stable connectivity. Sincerely, Frustrated Cox Customer
