ISP drops, No downstream, No Internet…. why, oh why dear COX do you lie?
How are we supposed to trust you when… - Multiple Cox Representatives, over the phone and via chat, fail to complete account verification - Chat support does not understand the issue as described - Technical support apparently doesn’t know to use their tools and resources - Technical support misdiagnoses the issue, blames the customer, and doesn’t know to look for outages - COX outage information is not accurately reported and does not reflect on outage website - Smart Help self-service troubleshooting also does not report outage information, including from inner notes - Representatives do not know how to check inner notes - Technical support only solutions are 1) Reboot, the problem is on the customer end 2) Replace the modem 3) Charge extra for in person Technician 4) Charge extra to speak with Advanced Technical Support - Technical Support Supervisors argue with the customer in a way that implies the customer is a liar, even with issue being on Cox end - Retention department solution conflicts witheveryone else, including Technical Support Supervisors ISSUE DETAILS: Home ISP went down around 7pm PST last night, in middle of remote work shift. Spent about 6 hours troubleshooting. Couldn’t wait for tech to come last night so purchased new modem. New modem had SAME issue, with no downstream or ISP connection. Reverted setup back to OG and went to bed. Woke up today and everything magically worked. Home network logs show ISP WAN service resumed around 3:30am PST today. Technical support kept saying the issue was with my router and my modem was old (they are still selling same model on shelves btw, it's great! TY Netgear!), even when I had NO router connected, was NOT using Wi-Fi, and was directly ethernet modem connection. All cable connections, including splitter in attic, are solid with no lose or bad anything. No amount of rebooting, restarting, or resetting would fix. Logs indicated packet loss on ISP end and issue was with 2 separate modems (1 was brand new). Oddly during this, both modems did initially connect for 5-10 mins after 1 st reboot and then stopped working. Multiple agents wanted to charge me for having a technician come to home or charge to speak with “advanced support”. Called today to find out what the issue was, what changed, or what triggered the solution so could prevent a next time. Tech agent didn’t understand issue and wanted to troubleshoot an issue I wasn’t having any longer, which was nonsensical. The agent also wanted to charge me for advanced support or to send technician out, which again was nonsensical when I was no longer having an issue. The agent’s supervisor did not listen to issue and kept saying it was an issue with my router or modem. I spoke with retention, who advised me there WAS an outage last night that ended this morning. Those outage details were apparently missed by every other chat and over the phone agents? Really, really ODD. Makes me wonder if retention was blowing smoke or if their Technical Support and Chat groups are really that inadequate. From my experiences, I sadly believe the latter. Work also checks on outages and saw nada. Can’t prove to employer that COX had another outage! At least retention did help with future tech support needs with the Cox Cares support thingy. I appreciate COX not charging me for doing their jobs and supporting their own services...mostly. EFFORTS LOSS: ½ work shift, 6 hours total time last night, 2 hours today, and $300-ish on new modem which needs returning. EFFORTS GAIN: Learned most folks don’t need to pay for the unlimited plans if you keep your data under 1280 gigs a month. Check your data use history and save yourself $50 bucks a month off plan bloat! RESULT: 12/2-12/3 ISP drops – it was them not us! PS. Make sure if you talk to anyone at COX they verify your account. Lots of agents like to skip that step, give account info out, and make changes without it.
Maybe COX can explain why...
I get around 10 MPS, complain on their web chat, it magically goes up to 179 MPS until the next day when it's back down to 12 MPS. I pay for 150 MPS. My equipment is new and up to date (I'm a 17 year IT professional). COX says it doesn't throttle (limit speeds), I say they do. A few months back they said big changes were coming to my area, south eastern Virginia and their would be interruptions.I assumed they were replacing cable with fiber. Seems their big change was to get much lower than paid for Internet speeds. Also, why is it when there is an outage, I have to phone them to get a credit for it. They now when service is down. How about if I don't pay them for days I don't use the Internet, would they appreciate that? I pay for 24/7 service. I understand issues occur, but when they do a responsible company would make it right and not have the customer call and beg for a credit.
Cant connect to wifi hotspot
I have 5 bars of signal to the wifi hostpot and use it very often my nabors home wifi went out then when the home wifi was back up I could not connect to the cox hotspot and it has been 2 days it just says failed to get Ip adress across 3 devices I have forgot the network and tried getting closer even though I have full signal I just cant connect
Daily outages in my area. UNACCEPTABLE
There are daily internet outages in my area (92026) this is unacceptable! I need to work remotely and with 0.5Mbps upload speeds, it is impossible. I pay for 300 down/ 30 up speeds and rarely reach those speeds AND NO it's not my modem and I refuse to reboot the darn thing again! So far I have not seen any credit applied to my account for the lack of service or any notice of when the issues are going to be resolved permanently. You guys are pushing me to get ATT more every day and I hate ATT but this is just wrong. Get it together COX!!!!.Lag issues with Specific Server
I am completely unable to ping 70.167.150.114 It is a server that is owned by COX and is in Chicago. It is definitely having issues receiving traffic and passing it which is causing lag. Can other people ping this or does anyone know any port I could open to fix this?
Spiky inconsistent internet
for a few weeks i've been having terrible internet (even worse at night) i tried running a tracert to google.comto see if i could identify the issue and it would seem the first node has mostly been the worse. also rand a ping -t to the first node. nd a ping -t to the first node. Reply from 10.132.120.1: bytes=32 time=27ms TTL=254 Reply from 10.132.120.1: bytes=32 time=10ms TTL=254 Reply from 10.132.120.1: bytes=32 time=24ms TTL=254 Reply from 10.132.120.1: bytes=32 time=61ms TTL=254 Reply from 10.132.120.1: bytes=32 time=40ms TTL=254 Request timed out. Reply from 10.132.120.1: bytes=32 time=32ms TTL=254 Reply from 10.132.120.1: bytes=32 time=18ms TTL=254 Reply from 10.132.120.1: bytes=32 time=95ms TTL=254 Reply from 10.132.120.1: bytes=32 time=120ms TTL=254 Reply from 10.132.120.1: bytes=32 time=249ms TTL=254 Reply from 10.132.120.1: bytes=32 time=102ms TTL=254 Reply from 10.132.120.1: bytes=32 time=143ms TTL=254 Reply from 10.132.120.1: bytes=32 time=112ms TTL=254 Reply from 10.132.120.1: bytes=32 time=29ms TTL=254 Reply from 10.132.120.1: bytes=32 time=231ms TTL=254 Reply from 10.132.120.1: bytes=32 time=23ms TTL=254 Reply from 10.132.120.1: bytes=32 time=50ms TTL=254 Reply from 10.132.120.1: bytes=32 time=74ms TTL=254 Reply from 10.132.120.1: bytes=32 time=27ms TTL=254 Reply from 10.132.120.1: bytes=32 time=243ms TTL=254 Reply from 10.132.120.1: bytes=32 time=31ms TTL=254 Reply from 10.132.120.1: bytes=32 time=12ms TTL=254 Reply from 10.132.120.1: bytes=32 time=22ms TTL=254 Reply from 10.132.120.1: bytes=32 time=61ms TTL=254 Reply from 10.132.120.1: bytes=32 time=223ms TTL=254 Reply from 10.132.120.1: bytes=32 time=65ms TTL=254 Reply from 10.132.120.1: bytes=32 time=48ms TTL=254 Reply from 10.132.120.1: bytes=32 time=50ms TTL=254 Reply from 10.132.120.1: bytes=32 time=9ms TTL=254 Reply from 10.132.120.1: bytes=32 time=148ms TTL=254 Reply from 10.132.120.1: bytes=32 time=149ms TTL=254 Reply from 10.132.120.1: bytes=32 time=46ms TTL=254 Reply from 10.132.120.1: bytes=32 time=20ms TTL=254 Reply from 10.132.120.1: bytes=32 time=23ms TTL=254 Reply from 10.132.120.1: bytes=32 time=17ms TTL=254 Reply from 10.132.120.1: bytes=32 time=73ms TTL=254 Reply from 10.132.120.1: bytes=32 time=120ms TTL=254 Reply from 10.132.120.1: bytes=32 time=67ms TTL=254 Reply from 10.132.120.1: bytes=32 time=36ms TTL=254 Reply from 10.132.120.1: bytes=32 time=28ms TTL=254 Reply from 10.132.120.1: bytes=32 time=26ms TTL=254 Reply from 10.132.120.1: bytes=32 time=134ms TTL=254 Reply from 10.132.120.1: bytes=32 time=26ms TTL=254 Reply from 10.132.120.1: bytes=32 time=11ms TTL=254 Reply from 10.132.120.1: bytes=32 time=74ms TTL=254 Reply from 10.132.120.1: bytes=32 time=168ms TTL=254 Reply from 10.132.120.1: bytes=32 time=45ms TTL=254 Reply from 10.132.120.1: bytes=32 time=153ms TTL=254 Reply from 10.132.120.1: bytes=32 time=22ms TTL=254 Reply from 10.132.120.1: bytes=32 time=111ms TTL=254 Reply from 10.132.120.1: bytes=32 time=95ms TTL=254 Reply from 10.132.120.1: bytes=32 time=46ms TTL=254 Reply from 10.132.120.1: bytes=32 time=36ms TTL=254 Reply from 10.132.120.1: bytes=32 time=38ms TTL=254 Reply from 10.132.120.1: bytes=32 time=48ms TTL=254 Reply from 10.132.120.1: bytes=32 time=14ms TTL=254 Reply from 10.132.120.1: bytes=32 time=261ms TTL=254 Request timed out. Reply from 10.132.120.1: bytes=32 time=322ms TTL=254 Reply from 10.132.120.1: bytes=32 time=164ms TTL=254 Reply from 10.132.120.1: bytes=32 time=127ms TTL=254 Reply from 10.132.120.1: bytes=32 time=106ms TTL=254 Reply from 10.132.120.1: bytes=32 time=34ms TTL=254 Request timed out. Reply from 10.132.120.1: bytes=32 time=33ms TTL=254 Reply from 10.132.120.1: bytes=32 time=27ms TTL=254 Reply from 10.132.120.1: bytes=32 time=75ms TTL=254 Reply from 10.132.120.1: bytes=32 time=94ms TTL=254 Reply from 10.132.120.1: bytes=32 time=60ms TTL=254 Reply from 10.132.120.1: bytes=32 time=86ms TTL=254 any help would be appreciated also i'm wiredPacket Loss During Peak Hours
Hey all, I've recently been experiencing packet loss specifically during peak hours (basically anytime after 5pm). I had a tech come and service our connection recently. He said the main line running to our house was going bad due to weathering. He replaced the line and said we should be good to go. That was not the case. We get packet loss all throughout the day ranging from 1%-3%. At peak hours it becomes constant and ranges from 6%-10%... Very annoying. When running a ping test just to google, I experience time outs. I'm pretty sure mypower levels are all good. I mentioned overloaded nodes to a tech on the phone and they said that could be the case but no one has mentioned how to resolve that or if they can resolve it? They said they would have a tech come and look at the area soon to see if they find anything but I never heard anything from them and the service has not improved. That was 2 weeks ago when I spoke to them. Very disappointing that Cox is one of the few internet providers in my area and they don't have a steady connection. Anyone have any helpful info/questions regarding this issue? I'm fairly certain the issue is not from my side but I'm also not sure what could be causing this on their end. Thanks.
Tracert questions
I was receiving packet loss in a video game and several people suggested a tracert, can someone please tell me if anything is out of the ordinary? C:\Users\petti>tracert cox.com Tracing route to cox.com [45.60.49.167] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 128 ms 23 ms 14 ms 10.128.92.1 3 51 ms 29 ms 19 ms 100.127.76.40 4 53 ms 49 ms 98 ms 100.120.100.24 5 639 ms 598 ms 697 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 37 ms * * ae-1-3512.ear4.LosAngeles1.Level3.net [4.69.211.210] 7 23 ms 23 ms 47 ms 4.7.26.34 8 33 ms 24 ms 54 ms 45.60.49.167 Trace complete. C:\Users\petti>tracert cox.com Tracing route to cox.com [45.60.49.167] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 12 ms 10 ms 44 ms 10.128.92.1 3 44 ms 125 ms 11 ms 100.127.76.40 4 36 ms 71 ms 138 ms 100.120.100.24 5 * 742 ms 699 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * * * Request timed out. 7 21 ms 21 ms 22 ms 4.7.26.34 8 35 ms 17 ms 46 ms 45.60.49.167 Trace complete. C:\Users\petti>tracert cox.com Tracing route to cox.com [45.60.49.167] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 31 ms 8 ms 9 ms 10.128.92.1 3 12 ms 13 ms 16 ms 100.127.76.40 4 23 ms 7 ms 15 ms 100.120.100.24 5 * 1046 ms 797 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * * * Request timed out. 7 30 ms 20 ms 20 ms 4.7.26.34 8 43 ms 22 ms 21 ms 45.60.49.167 Trace complete. C:\Users\petti>tracert cox.com Tracing route to cox.com [45.60.49.167] over a maximum of 30 hops: 1 <1 ms <1 ms <1 ms 192.168.1.1 2 34 ms 13 ms * 10.128.92.1 3 31 ms 8 ms 68 ms 100.127.76.40 4 61 ms 14 ms 42 ms 100.120.100.24 5 737 ms 799 ms 699 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * * * Request timed out. 7 90 ms 27 ms 117 ms 4.7.26.34 8 23 ms 78 ms 43 ms 45.60.49.167 Trace complete.