Recent Discussions
No internet for 5 days or the connection goes in and out
No one seems to be able to assist. I have tried through the web and the app with resets. I went and bought and picked up new things including their modem, talked to 10 different agents who use the same troubleshooting and telling me to do the same steps I’ve already done. Telling me everything looks fine on their end. What’s funny but not funny about that is, I then received a text from them separately saying there’s an outage in my area. Next was: Cox: Thanks for signing up to receive outage text updates. We're working on it, and expect you to be reconnected by 05:01AM. We'll continue to send updates as they're available. Next was: Cox: The outage in your area is resolved. We'll continue to closely monitor our network. Please let us know if your services are working. Reply "YES" if your service is up and running. Reply "NO" or "Unsure" if you're still having an issue. I say no. Then:We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Then:Cox: Your reset was unsuccessful. Try unplugging the power & plugging it back in. This can take up to 10 min. Then:Cox: It's been 3 days since the outage in your area was resolved, and we're checking to make sure your service is still running smoothly. Reply "YES" if you can connect without issues. Reply "NO" or "Unsure" if you’re still having trouble. I say NO again. Then: We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Now I’m highly annoyed because all these days have passed. I decide to txt AGENT for the 10th and final time. Same troubleshooting steps I already told them I’m tired of doing. Cox: Verify the Coax Cable is Connected into the Cable Port on the Box. Verify Coax Cable is connected to the wall outlet. Ensure all connections between the wall and the equipment are not loose or damaged. Me:I’ve reset, unplugged, plugged back, reset again, unscrewed cords, screwed them back in.It can’t be the modem, router, coax cords, Ethernet cords, power cords, nothing. I got all new stuff yesterday and a new modem from cox 3 days ago.My WiFi worked for 45 minutes today and then gone.I’ve troubleshoot everything, check cords, got a new modem, new router, etc.I’ve been without internet for 5 days.I’ve talked to ten agents.Then I was told there’s an outage in my area AFTER being told there wasn’t Then I’m told-Thank you so much for this confirmation, there are no outages reported in your area at this moment, in this case please allow me to reboot your device in order to clean up your line for any cache or excess of data and check the status of your modem, if the steps we follow don't fix the issue we will schedule a tech visit. 😑 did it, still nope. Next was:Thank you so much for following these steps with me today. I know how important it is for you to get everything working again, it seems like a tech visit needs to be done in order to sort this out for you, the visit would have a $75 potential charge (if the cause of the issue is Cox's responsibility charge won't be applied) I’m like at this point, y’all should’ve came out to the residents affected that are still having troubles because why would they lie 😑😑😑 Anybody else encounter this mess?
Tech support "Live Agents" are just AI sales bots that offer 2 solutions, upgrade your service or an invasive costly tech visit. Is anyone else tired of this scam and about to switch to modern G5 and escape this old coax wire web of deception?
"Live Agents" are AI sales bots that sell services and dont provide solutions
7+ years of summer internet issues and packet loss in Sahuarita/85629.
Question(s): Is there a way to request an inspection / audit / health check of the neighborhood infrastructure? Does having IP addresses help narrow down potential locations? Is there a way to better seal or enclose equipment? I never had these issues over 10 years in the PHX area... and it is an objectively harsher environment for electronic survivability. I'm happy to help be part of the solution for myself and my neighbors… just let me know what I can do. However, having a tech come out to my house and start this debug dance for the 7th year in a row is just going to waste everyone's valuable time yet again. History: Entering year 7 of having summer internet issues. Always at or around monsoon season. Every year I am told that it must be my equipment. Every year a tech gets sent out at least once. Usually multiple times. Every year it takes 30-60 days of back and forth to resolve. It has always been cox equipment somewhere in the neighborhood. I work from home, and find this extremely frustrating. Every year I start all over again like bad internet groundhog day… explaining the history, potential issues, and following the same path of a tech at my door measuring MER and BER. It has never been my equipment… marginal improvement in performance gains. If I had any other reasonable option for internet service at my house, I'd have exercised it years ago. Issue: Here we are again… I was hopeful that maybe things would be different this year. However, there was broad outage in the 85629 area on 06/22/22 from around 0900-1200 AZ. After which, outbound packet loss has been intermittent accompanied by low upload speeds. This morning, my upload speeds have been abysmal. 1Mbps up to around 5Mbps. My normal upload speed is consistently ~35Mbps. Along with that, I am seeing significant packet loss. Outbound packet loss has been anywhere from 3-30%. Inbound speeds are moderately lower than normal, and I am not seeing significant inbound packet loss. Troubleshooting: 1. I've rebooted the router and modem multiple times. 2. I'm using hardwired devices, and have swapped between multiple ethernet cables. CAT5e and CAT6 on the off chance it would do anything. (I knew it wouldn't) 3. I've gone through 2 different routers, flashed the firmware of both routers, and gone direct through the modem. 4. I've used multiple computers to ensure the behavior is not limited to a single computer. 5. Still seeing the same results. Pathping: Shows no packet loss between computer and router, or router and modem. In fact, the first problematic node is 10.97.200.1 … I'm guessing the neighborhood switch, or other infrastructure. Followed immediately by 100.127.78.150, and 100.120.100.40. Ping Plotter confirms pathping's results. My neighbor across the street (who I share a tap with) sees the same frequent issues. One of my other neighbors a few blocks over is unaffected. 0% packet loss, and I believe they were unaffected by the outage on 06/22/22. Boosting my outbound power by adding attenuators has historically shown some level of improvement. 8-12dB has been the sweet spot, but isn't making a difference right now. Hypothesis: I'm going take a wild guess, and say that either the Wednesday worksite was not buttoned up properly after work finished, or another area has significant water ingress after recent monsoon rains. As the day has progressed (and the area potentially dries out), upload speeds and packet loss have improved. Twice now, the summer monsoons have flooded repair sites that were not properly sealed up. Occasionally, packrats get into equipment, and cause havoc.
Cox Throttling Down Internet Connections Again?
Suddenly, overnight web pages take forever to load, email messages sent in HTML format take ages to load while Ookla SpeedTest shows no change in Cox ISP speed. This leads to one conclusion - Cox is intercepting, analyzing and categorizing ALL our internet traffic and "throttling" down traffic that is not from Cox "preferred" (i.e. paid to get priority of their traffic) web sites and content sources. Initially ISPs wanted to do this to be able to extort more money from streaming services and / or force users to stick to only their ISP's streaming service. Net Neutrality made that illegal until Trumps FCC commission diddled with the rules and reclassified certain ISP activity ad "not electronic communications that fall under the regulatory power of the FCC" thus negating Net Neutrality without having to change the law. It appeas that Cox is now gotten their full snoop-ware suite up so they can drastically degrade streams of Netflix, Roku, NVidia, AppleTV etc streaming services to force user to use Countour plus exclusively. They appear also to have removed HD channels from the cable in favor of "down-coding" them to a 16:9 aspect ration very low MPEG-2 profile for transmission. It is ridiculous when you can see the macro blocks all the time and have content where certain camera moves overrun the encoder and the picture completely breaks up. Is Countour plus signal (an IP feed supposedly) any better? I don't know because I won't be forced to Countour plus just because Cox has maneuvered itself to unregulated monopoly status in our area. So I think the only logical explanation for the instantaneous degradation in internet service is Cox's insertion of the comm intercept, analyze, categorize and throttling software into the otherwise quick, straightforward IP routing software. No doubt they are also profiling us and selling specific user profiling info to marketing / spamming operators in order to compete with the likes of Google and the other snoopware profiling companies that pollute the internet. Meanwhile, non-streaming users like me pay in annoying wait times for page / email loads that used to be (even in the days of DSL) instantaneous.Interesting, odd, and extremely annoying pattern specific internet slow down occurring at 6/7pm every day [San Diego]
PSA: I understand how to code in 4 different programming languages and understand networking at a high level. Cheesy to write this, but refrain from providing basic, simpleton-user information. I for one would like to say I haven't had much issues with cox in the last 3 years. Now, ever since the insane lightning storm in San Diego on Oct. 4 my internet has been severely slowing to an unusable level oddly enough at 6pm every single day. Mind you, I have top of the line equipment I spend hundreds on, all the way down to CAT8 cables. Now, I did diagnosing of all the components of my network and saw that all pieces of equipment functioned. What it is is the service itself is oddly enough throttling to very slow speeds at 6pm. I say this as the tech support mentioned to me to replace the modem to test the connection, and I obliged. Even before getting the modem, I knew my top of the line Motorola was not the problem because funnily enough the issue is stuck to an odd pattern. Today, I got the cox authorized PW7 which features a docsis 3.1 modem and router. Not going to lie, the speeds were amazing on it after I hooked it up and tested at 1pm[remember this time]. Sure enough, even with the new modem, the insane slow down occurred. Now, a tech has been specifically appointed to come at 7pm to catch this weird slow down. Pattern: 10am- 6/7 pm the internet is as perfect as you can get. I have gigblast and get 5 ping 950 down and 37 up. Then, sure enough, as 6/7pm rolls around, the download is cut in half and the upload is decreased from 37 to literally .9 mbps. You can even tell during the day as the websites and other services load instantly and then after 6pm I can't even load a website or do anything. TLDR:Subscriber's equipment is not at fault, even used cox's new modem to test, and a pattern specific slow down of the internet has been occurring at 6pm every single day since Oct. 4th. The level of degradation: download cut by 2/3s and the upload cut from 37 to literally .9 mbps. This all amounts to an unusable connection. If the new cox modem was affected too, we can deduce the old modem was never the problem and the true issue is intermittent occurring at 6pm on. I already have spoken to a supervisor of which has made sure to send a tech at 7pm, which should be a late enough time for the issue to be visible. I am merely writing this to reach out to all and share what an interesting and funny problem this is. Also, I have a weeks worth of speedtests documenting the odd degradation pattern. I also would like to have the first tech visit a day ago waived as this is truly an external problem. I find it laughable when the field techs use their devices before 6pm, of which is when perfect speeds do occur, and claim nothing to be the problem when you describe the complexity of the issue occurring past 6pm. One word: intermittent. I will upload an update on Wed. after the tech shows at 7pm to see what might be the issue. Also, I might be reaching but this issue was only noticeable after the lightning storm in San Diego on Oct. 4th. A literal lightning bolt hit 10 ft from my apartment and rattled everything; I wonder if this has anything to do with this odd issue. Also, for the last 3 years no slowdown has ever occurred, even during peak usage times of 7-11 pm.
Cox's Failure to Support Gigablast
First off all I work from home and depend on a stable connection with good bandwidth... When the opportunity came up to upgrade to Gigablast I bought a brand new Arris SB8200 and upgraded my account. From day one I never got full Gigablast speeds even when plugged directly into the modem with my laptop. I even tested with another laptop and a desktop PC and none of them got more than ~650Mbps. I was OK with that though because in my book that was good bandwidth. Starting today I can't get more than 100Mbps at best... multiple tests using the Cox provided Speedtest app and website show download speeds as low as 5Mbps. The connection also drops out all together intermittently for minutes at a time. According to Cox their system hasn't detected any issues or outages so they refuse to send someone to investigate. I was willing to accept the fact that I'd probably be charged $75 for the truck roll but at least I'd have someone come out and maybe resolve the issues. Unfortunately I'm not worth their time apparently. I'm told that because their system doesn't show an issue they won't send a tech... Now, to be clear, I'm having to chat with this person using my Verizon mobile hotspot because my Cox connection was completely down but I still don't qualify for assistance. This is absolutely the worst customer service I have encountered with my home services and refuse to pay $150 per month for service that isn't worth Cox's time to fix when it is obviously not working correctly. Has anyone else had this happen? What did you do? Was it ever resolved? Should I just change ISP's? Thanks... JPWhen does the data cap reset precisely?
Mine says the data cycle rolls over the 24th which is today but I'm worried the data cap won't reset and I will charged overage fees. Also, as a side note I would also like to know why I bought 150 down speed but only get 30 every time I test it. Edit: According to the rep on twitter it is exactly 1 day after the date the website lists. So since mine says March 25th - April 24th it would be April 25th.Unusably Slow Ethernet Speed from Panoramic Gateway with Gigablast
Hello, I just finished installing Gigblast wifi today, and my wireless internet works fine. However, when trying to connect the included ethernet cable to my laptop, my laptop says it connects successfully with internet access, but it is so slow that I can not load any pages. I have tried many possible fixes, such as flushing my DNS cache, re-installing my ethernet driver on my computer, restarting the gateway, and disabling my firewall, but nothing has worked so far. Windows network status says that I am connected to the internet. For a full list of things I've tried (probably not exhaustive either)... Restarting computer Restarting/rebooting gateway Setting TCP/IPv4 properties to automatically obtain IP/DNS server ipconfig /flushdns ipconfig /release ipconfig /renew netsh winsock reset Disable Windows firewall Disable firewall in Cox gateway settings LAN Ethernet link status is active in Cox gateway settings Try different ethernet cables Try both ethernet ports Disabling/re-enabling ethernet network adapter Check/uncheck TCP/IPv6 in ethernet properties Disconnect from wireless network Ran TCP Optimizer Checked hosts file (nothing in there) Get-NetAdapter in PowerShell shows link speed of 1 Gbps Disable/enable "Automatically detect settings" in Windows proxy settings Windows network reset Clear cache in web browser Tried multiple browsers with all extensions disabled Any other suggestions would be appreciated. Thank you.
Severe Packet Loss Affecting Everything
For the past few months our internet has been runningpoorly, to the point where games lag and stutter, videos buffer, and pages load slowly. This shouldn't be happeningconsideringwe have 150 MB/s download speeds, butapparently Cox servers are dropping packets. This needs to be reported to NOC so field teams can fix whatever is wrong with your equipment. There's no reason we should be paying full price for internet that doesn't provide full service. https://imgur.com/Aq8CuGMInternet Gigablast
So I am not alone who is getting slow speeds with Gigablast.... So i ask the moderators of this forum, when will we get the speeds of Gigablast? I have been paying for over a year and last September 2020 when the schools started online, my speed has not reached a gig barely 700 mostly <500. Do I need to make a complaint to the FCC because I'm paying a lot for my internet and with no resolve or compensation or credit. I feel like I'm getting robbed here. With the pandemic money does not come easy to make ends meet. I am sure management knows about this issue and has done absolutely nothing to resolve this among the dozens of customers on this forum reporting the same issue as I. The techs have no clue what's wrong. They waste their time coming out.
