Internet quality intermittently bad causing drops of service over the past few weeks
When it works, it works great. Then it doesn't and it keeps dropping for hours.
I'm having frequent packet loss and connectivity issues over the past few weeks after several months of low to no issues on 4 different WIRED computers. This happens daily in waves. Sometimes the quality is good for a few hours, but usually it drops every few minutes for hours on end.
I've been running ping plotter to monitor for connectivity.
Usually when it goes out:
- Actively running Netflix, YouTube, and general web browsing seems uninterrupted unless it's trying to start up a new one.
- I can still view and hear others on currently joined video calls or streams.
- The quality of my voice and video degrades to the point that others on the call can't see or hear and eventually I get dropped
Just this bit makes me think it's a problem with the upstream channels possibly having noise or an issue in the network in that direction.
I've wasted days working with the online support chat and I've calling support. it doesn't seem like they have the tools or know-how to get to the bottom of the issue.
Often it seems they jump to conclusions I without evidence and few of the things they have determined:
- My modem needs a reboot.
This is the first thing every time and I've already done it. - Everything is fine.
This is usually the final conclusion every time I call. A fine Jedi mind trick, but they're not Jedi. - There's probably a virus on all my computers and I need Cox Complete Care.
- I don't have enough bandwidth and I need to upgrade to the Gigablast plan.
I feel stupid for even giving this one a try and am not happy about the zero results. - It's my modem.
I've replaced my modem a number of times due support suggesting the modem is faulty over the years. Never once has it remedied the issue.
My current (newest best) modem has been working fine for months before these issues cropped up. Cox says it's the modem. Arris says it's Cox. :-| - I need Panoramic WiFi and that will fix it.
Nice try on the upsell. - Xbox consoles are eating all the bandwidth because they have a lot of graphics.
This is laughable and nonsense. Even if it made sense I don't even have an Xbox. - They need to send a tech out to look at the cable lines and modem
I've had a tech out to look at the lines and they reported the signals and modem look good. All the channels look to be in range and there's no ingress.
It feels more like the support channels are really just sales channels.
There doesn't appear to be a next step beyond sending out a tech. I'd switch providers, but there's nothing else available.
I'm not sure where to go from here.
We had a tech out and it turns out there was an issue somewhere up the chain from the power pole where my connection leaves my house. It was lucky that the connection dropping started while we were testing brand new coaxial cables to the modem.
Looks like repairs have been made and my connection is a lot better. Still a little packet loss here and there, but that might have always been the case before the recent horrible connection.
There was a new DNS issue that appeared to occur as a result of the repair and I ended up having to do a factory reset on my modem to get DNS working again.
Pro tips for getting a quicker resolution if you can troubleshoot your own network, router and connections.
- Online chat is useless if you already know how to reboot your modem.
- Call for support. Humor the tech and go through the modem reboot. Then get an on-site technician scheduled to come out.
- If your tech support rep sells you something as a solution don't buy it.
I now have Gigablast, Cox Complete Care and second just as functional modem. I was assured these were issues yet none of these up-sells are useful for fixing a bad internet connection. - If your tech support rep tells you it's your computer or modem when it's been working fine for weeks or months already, hang up and call back to get an on-site technician out.
- Don't waste hours and days in the online chat and on the phone trying to figure it out. They don't have the tools.
- If the on-site technician doesn't find anything wrong, unfortunately you may need to get another one out if the problem continues.
- If none of this works and you have other options, save money and find another provider.
- Online chat is useless if you already know how to reboot your modem.
