Forum Discussion

Mr__Castle's avatar
Mr__Castle
New Contributor II
5 years ago

Intermittent service (drops, slow speeds) for 85032 and other Phoenix area zip codes over the last 3 weeks. This is a cox issue, not our modems. Fix it

Over the past 3-4 weeks the Phoenix area and other cities have been constantly getting drops and seeing slow speeds in their internet service. With school starting for most communities and many more people working from home, these problems need to be addressed immediately. We implore you Cox, to stop blaming our modems on the problems and fix the issue with your service. You can see by the many posts on downdetector.com and istheservicedown.com as well as this forum, this is a widespread issue, with no response from Cox about apparent problems at all. Please fix our internet. 

  • mrod's avatar
    mrod
    New Contributor
    5 years ago

    Same problem here 89110.  I've been jerked around by Cox and their technicians for so long now.  I'm happy to see I'm not the only one having this issue.  I've tried talking to online support chat and just get disconnected.  I tried running new coax straight from the tap and still have the same issue.  This is clearly a problem with Cox hardware.  I just wish that I had an alternative option for gigabit speeds here in Las Vegas. 

    • GiveMeMoreBits's avatar
      GiveMeMoreBits
      New Contributor II
      5 years ago

      We need to advocate for centurylink and their fiber. Cox had a chance to do it and instead they chose the cheaper route and upgraded the copper lines. Time that a new monopoly takes over cause cox ** at this point. Years and years of random issues.

  • Mike_Hobbs's avatar
    Mike_Hobbs
    New Contributor II
    5 years ago

    I am experiencing the same issue. Started about 6 weeks ago. Drops connection 4-6 times per day. I can reset modem via the cox app and it works for a while. Can unplug and plug back in the modem and it works for a while.. Have waited for tech support on phone for 4hours. I have waited on the chat feature for 2 hours.

    No one can resolve my issue. One tech blamed it on my modem, Motorola MB8600 DOCSIS3.1. Motorola checked it no issue. Another tech blamed it on overuse from users during pandemic and all working from home. One said trouble in my area and would be resolved next day. I 'm just beyond frustrated paying $175 month for tv/internet and cant stay connected especially since my security cameras are IP based.

    If many users are experiencing this, Cox should correct it or compensate us. This could be a class action arbitration if enough customers get upset and want to push the issue and lawyers get involved 

    • LisaH's avatar
      LisaH
      Moderator
      5 years ago
      Hi Mike. I can understand how frustrating it is when your service isn't performing as expected. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator
  • graz1's avatar
    graz1
    New Contributor
    5 years ago

    85202 zip, This has been going on for weeks now. We are paying for Gigablast Download speeds yet have been consistently under 90mb/s. This week has been under 45mb/s at all parts of the day. 

    • ChrisL's avatar
      ChrisL
      Former Moderator
      5 years ago
      I did check your connection and test results form this end and do see what you're referring to. Usually when your speed tests are consistently stuck in the 90's that indicates you may have a 10/100 Ethernet link somewhere in the LAN. I'd suggest checking to ensure that all the Ethernet port in your equipment are gigabit capable then check to see if they are connecting at gigabit speeds and not failing back to 10 or 100Base-T mode.

      -Chris
      • William773's avatar
        William773
        New Contributor II
        5 years ago

        We are not Able to use our 2.4 GHz band at All.  Only ( 1 ) band is working ...

    • SharonL's avatar
      SharonL
      Former Moderator
      5 years ago
      Hello,

      I am sorry to hear you are experiencing issues with your internet. I would be happy to see if I can help you resolve this issue.

      This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

      Thank you.

      Sharon
      Cox Support Forum Moderator
    • Allan's avatar
      Allan
      Moderator
      5 years ago
      @Jwburchell, Your modem is up and running with a good signal and I do not see any unusual latency/packet loss at this time. What speeds are you currently getting? -Allan, Cox Support Forums Moderator.
  • kbinsb's avatar
    kbinsb
    New Contributor
    5 years ago

    Same problem in zip 93105.  This has been going on for days, if not weeks.  Speeds are very inconsistent, except consistently low (5-8-10 Mbps, vs "up to" 150 Mbps I'm paying handsomely for), and downloads/streams stall regularly.  I've run SpeedTest on multiple devices, both wired and wireless, which used to show good results.  Lately: not so much.  Tried pointing it at various servers, all with similar results.  Does seem to improve a bit later in the day (maybe).  Tried the modem reset, waste of time.

    Also, but separate gripe: mail client errors out as often as not when attempting to retrieve mail.  This has been going on for years.

    • Allan's avatar
      Allan
      Moderator
      5 years ago
      @Kbinsb, Your modem is reporting some time out errors at this time. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator
      • kbinsb's avatar
        kbinsb
        New Contributor
        5 years ago

        Hello Allan, there are indeed splitters on the cable line, considering the cable is distributed to most rooms in the house.  This arrangement has been in place with satisfactory (even impressive) performance for several years.  There have been no recent changes in cabling or connected devices.  Thanks - kbinsb

  • Dave9's avatar
    Dave9
    Contributor III
    5 years ago

    I started seeing packet loss and stutters a few days ago as well. Before that everything was working perfectly. Checked the logs today and found this. When my connection was working well I only had about one or two DRW violations per week. Now getting multiple per hour and also had some T3 timeouts that I didn't capture before they scrolled off the bottom. Something definitely changed on the connection. It's not my modem or wiring as confirmed by a recent tech visit. Problem seems to be in the Cox system and seems to be widespread. Hopefully they're looking into it. Trust me, all of our modems and cables didn't go bad at the same time.

    You might be on to something about it being caused by the start of school, but I thought a DRW violation was caused by RF problems not by node saturation. Maybe someone can confirm or deny that?

    Date Time Event ID Event Level Description
    08/06/2020 15:10 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 15:10 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 15:05 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 15:05 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:59 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:59 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:54 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:54 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:49 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:49 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:43 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:43 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:34 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:34 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:29 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:29 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:22 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:22 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:13 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:13 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:07 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:07 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 14:02 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 14:02 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:57 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:57 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:51 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:51 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:41 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:41 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:33 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:33 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:26 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:26 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:24 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2; New Profile: 2 3.;CM-MAC=(redacted);CMTS-MAC=(redacted)CM-QOS=1.1;CM-VER=3.1;"
    08/06/2020 13:19 2436694061 5 "Dynamic Range Window violation"
    08/06/2020 13:19 82001100 5 "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;"

    Signals and error counts look grea as would be expected with an intermittent upstream issue:

    Downstream Bonded Channels
    Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
    5 Locked QAM256 807000000 Hz 9.5 dBmV 43.8 dB 0 0
    1 Locked QAM256 783000000 Hz 9.9 dBmV 44.1 dB 11 0
    2 Locked QAM256 789000000 Hz 10.1 dBmV 44.2 dB 0 0
    3 Locked QAM256 795000000 Hz 9.6 dBmV 43.8 dB 0 0
    4 Locked QAM256 801000000 Hz 9.8 dBmV 44.0 dB 0 0
    6 Locked QAM256 813000000 Hz 9.2 dBmV 43.6 dB 0 0
    7 Locked QAM256 819000000 Hz 9.2 dBmV 43.6 dB 0 0
    8 Locked QAM256 825000000 Hz 8.7 dBmV 43.4 dB 0 0
    9 Locked QAM256 831000000 Hz 8.9 dBmV 43.4 dB 0 0
    10 Locked QAM256 837000000 Hz 8.6 dBmV 43.1 dB 0 0
    11 Locked QAM256 843000000 Hz 8.6 dBmV 43.2 dB 0 0
    12 Locked QAM256 849000000 Hz 8.7 dBmV 43.1 dB 0 0
    13 Locked QAM256 855000000 Hz 8.4 dBmV 43.1 dB 0 0
    14 Locked QAM256 861000000 Hz 8.4 dBmV 43.0 dB 0 0
    15 Locked QAM256 867000000 Hz 8.2 dBmV 42.9 dB 0 0
    16 Locked QAM256 873000000 Hz 8.0 dBmV 42.8 dB 0 0
    33 Locked QAM256 357000000 Hz 7.8 dBmV 44.8 dB 0 0
    34 Locked QAM256 363000000 Hz 7.8 dBmV 44.9 dB 0 0
    35 Locked QAM256 369000000 Hz 8.0 dBmV 45.0 dB 0 0
    36 Locked QAM256 375000000 Hz 8.0 dBmV 45.1 dB 0 0
    37 Locked QAM256 381000000 Hz 8.1 dBmV 45.0 dB 0 0
    38 Locked QAM256 387000000 Hz 8.1 dBmV 45.0 dB 0 0
    39 Locked QAM256 393000000 Hz 8.2 dBmV 44.9 dB 0 0
    40 Locked QAM256 399000000 Hz 8.2 dBmV 45.0 dB 0 0
    41 Locked QAM256 405000000 Hz 8.4 dBmV 44.8 dB 0 0
    42 Locked QAM256 411000000 Hz 8.5 dBmV 44.9 dB 0 0
    43 Locked QAM256 417000000 Hz 8.5 dBmV 44.9 dB 0 0
    44 Locked QAM256 423000000 Hz 8.7 dBmV 45.1 dB 0 0
    45 Locked QAM256 429000000 Hz 8.7 dBmV 44.9 dB 0 0
    46 Locked QAM256 435000000 Hz 8.8 dBmV 44.9 dB 0 0
    47 Locked QAM256 441000000 Hz 8.7 dBmV 44.8 dB 0 0
    48 Locked QAM256 447000000 Hz 8.6 dBmV 44.8 dB 0 0
    159 Locked Other 300000000 Hz 7.6 dBmV 43.2 dB 2166988503 0



    Upstream Bonded Channels
    Channel Channel ID Lock Status US Channel Type Frequency Width Power
    1 2 Locked SC-QAM Upstream 23500000 Hz 6400000 Hz 38.0 dBmV
    2 1 Locked SC-QAM Upstream 16900000 Hz 6400000 Hz 38.0 dBmV
    3 3 Locked SC-QAM Upstream 29900000 Hz 6400000 Hz 39.0 dBmV
    4 4 Locked SC-QAM Upstream 36300000 Hz 6400000 Hz 39.0 dBmV
  • Faith24's avatar
    Faith24
    New Contributor
    5 years ago

    I am having the same problem! I pay for 300mbps and am only getting 100 or less lately with serious outages for the past week! I am not paying for this lack of service!

  • Fernando_Lopez's avatar
    Fernando_Lopez
    New Contributor
    5 years ago

    Same problem here Zip Code 92071, San Diego county, I thought I was going crazy, I spent more than 2 hours on the phone with the rude people at cox and they said there was no issue. Now I can see there is a HUGE ISSUE.

    I don't implore, I DEMAND  cox to immediately fix this, we are paying a lot of money for the service, and STOP telling us that the problem is in our MODEMS and ROUTERS, IS NOT.

      • Dave9's avatar
        Dave9
        Contributor III
        5 years ago

        That only applies to upload speeds and is only being used in very rare circumstances. Much more likely to be a problem your wiring or with the Cox network. Check signal levels and modem logs as a starting point.

    • Viole's avatar
      Viole
      New Contributor III
      5 years ago

      I also have the same problem in 92071, San Diego County. Have you tried asking your neighbors if they have the same problem? I think it may be a problem as a whole in Santee with Cox, seeing that both you and I have the same problem.  

      • mikeham1's avatar
        mikeham1
        New Contributor
        5 years ago

        Yes same in 92071. Very intermittent service. 2 different all in one units. New wiring in house.