** internet, may have found problem
We have been having terrible internet service the 8th, and I called to report it on the 9th. Nothing has been done, nobody has even checked outside wiring or the box that serves our small apartment b...
Forum Discussion
I see that we have you setup for a service call. Please let us know if you continue to have trouble afterwards.
Brian
Cox Support Forum Moderator
Brian
Cox Support Forum Moderator
Thank you. And could you please pass on to them to check the outside stuff this time?? I never had this problem when I had DSL service. Their tech support would only come inside as a last resort. Many times I'd never see the tech because they'd check outside box, find the problem, fix it, then phone me to tell me it was fixed. And it would be fixed!
Kind of curious just as the tech calls my speed is already back up to 10+ on upload speed like it had been a week ago before all of this started.
What did you guys do? Tech isn't here yet so can't ask him.- We haven't done anything from our end, this looks to be a signal issue that the technician will need to look into. I am only showing that 2 of your upstream channels are bonding, when it should be 4.
Brian
Cox Support Forum Moderator
Doing speed tests and it's now consistently over 10mb up speed.
Also stream testing at 2000 bitrate and 3500 bitrate is smooth as silk. Not a single dropped frame or data packet.
Just prior to 6pm it was varying between 50% to 90% framerate loss and packet losses, even on ping tests it would show 30% packet loss just from using ping www.cox.com -n 30
Now the upstream seems flawless. Now do you believe me that someone was wrong for the past week?
Still, as good as our upload is doing, our download is still only half what it should be, stuck in the 70s and 80s. And I'm a nigh owl, so it's like this even at 3am. Doesn't appear to be tied to traffic congestion.Just to add more info. For over a week everything seemed fine. I was able to send/upload pictures quickly and with no problems. Speed tests always showing 10-11 upload speed, modem even had all 4 up channels connected, working and all power levels looking great, which they still are...
But now my upload speed is 0.43??? How does that happen when I've not touched anything??
Also, the download speed seemed capped at 95 during all this time. It would start out on a speed test, any of the 6 or 7 I tried along with yours, and the down speed would always scream right up to 90 pretty fast but then slow down going past 90 and eventually hit a hard barrier past 94 and only go 94.5 to 94.9 speed. You folks sure I'm on the 150 speed plan? Seems to be exactly like the old 100/10 plan I've been on since forever.Also, someone came by and left a note on the door, didn't knock or ring the doorbell as I was here the entire time. This being Saturday the 17th. Said they were working on fixing wiring. I presumed that to mean outside since there's no wiring they can get to from inside the apartment. Haven't heard anything since and as I said in my previous update a few minutes ago, everything seemed to be working fine so I thought maybe you guys had fixed whatever it was.
Apparently not?- It looks like some type of wiring between the outside to the inside of the apartment is needing to be replaced and they tried contacting you to set this up but did not get an answer. Was there a contact number left on the door tag? if so, I would recommend contacting them as the work to fix your issue has not been completed as of yet.
Brian
Cox Support Forum ModeratorI'll call them, but I'm pretty sure that's not the problem.
Seems that whoever is doing the work here whenever someone moves in or out of one of the 8 apartments, that is when we start having the problems.
2 neighbors moved out recently and apparently someone must have done some work outside shutting off their service and/or turning on new service for new tenants.
Just in the past few days it started going it again. Looking from what I can see of the wiring, there is no physical way for anyone to be able to affect the wiring except at the hookup.
You guys are gonna have fun replacing your wiring cause it's apparently run throughout the framework of the apartment building.
Odd thing is, there are two cable hookups in our apartment. One in the living room that we've always used, and one in the bedroom that we've never been able to get to work because it's apparently not hooked up to anything, for whatever reason.
And the reason I mention about the way the apartment wiring is done, is because it's not like someone in our apartment is doing anything to cause this intermittent problem to happen. 3 feet out of the wall to the modem, that's it. And it's not been disconnected or tampered with, but the Internet conditions have been changing a lot over the past week.
Now some history about this problem. We been here since December 2013. Summer 2014 we had this problem when we were using your Cisco modem. Someone else further up the road also reported it, I talked to them as well as 3 or 4 different technicians, two of whom were contractors who were not Cox employees.
One of them thought that since they could pull up a webpage that there was no problem. I had to actually show them to 0.08 upload speed for them to actually grasp what was going on. And like I said, it wasn't just me, in this apartment, but it was people further up the line.
You gotta understand, I'm at the very back of the run of cable. The other person was out near the highway at the beginning of the cable wiring for this road we live on that circles around a lake.
Whatever ended up getting fixed, I don't know, but we had pretty good service starting in Fall 2014 and went a couple of years with no big issues. Then it started doing it again around 2017. Then we had the direct hit by lightning in first week of June in 2018 that fried everything we had hooked to the cable, including that Cisco modem and my Fire TV box.
Apparently it damaged cabling up where the strike happened, at the beginning of the road I mentioned prior because you guys ran a cable over the top of the ground from the beginning of the road, down past and around the lake and down the road towards we are where you then hooked back into the system that provides the final loop here where we are.
During that time you guys had that temporary above-ground cable is the best our Internet has ever worked. I assumed you guys were gonna bury it after a while but apparently never did. After a couple months is disappeared and we went back to having these intermittent Internet problems again even though by this time we're now using your panoramic Arris 24x16 or whatever top of the line modem you guys have now. The only one you apparently offer now. This same problem did it with that modem.
And that's really the reason why we decided to go with a self-bought modem, wondering if maybe the modem was the problem. It ain't the problem. 3 different modems have experienced this issue in the almost 6 years we been here.
What I'm pretty sure it is, is a wiring problem throughout this entire area, who knows, might be a bad wire or connection on a pole somewhere several miles from us. That's really what should be looked at. I mean, y'all wired up this area, so it's not like you don't know what's here or how long it's been here.
And it's my understanding the extra fees for wiring we pay is what is supposed to be used in doing routine maintenance on all of it to keep it in top shape. I mean, seriously, how can you offer Gigablast speeds when nobody on this side of town can reliably get past 100?? I guarantee you nobody on this side of town can even get the 300 they are paying for, nevermind the 150 we are.
