Forum Discussion

wade887's avatar
wade887
New Contributor
7 years ago

Internet speeds randomly drop throughout the day.

I work from home and over the past week and a half my internet speeds have been dropping randomly throughout the day. I have contacted support and they haven't been able to help. Purchased a new NetGear NightHawk modem and that didn't help at all so I returned it. Currently back on the NetGear N600 C3700. I have the 100/10mbps package and when I run tests when this is occurring I'll get anywhere from 40 to 75 mbps download and <1mbps upload. The upload is really hurting because I have to do meetings everyday and my voice will drop out constantly. I have tried moving the modem to where the coax cable comes into the house and still the same issue. This was all tested with a wired connection.

connection issues
slow upload speed
  • wade887's avatar
    wade887
    New Contributor
    7 years ago

    So a few days have passed since the Cox tech showed up and he said everything looked good. He was confident that the issue was a splitter on the drop for our line that shouldn't be there... I told him I don't really see how that's effecting anything because the power levels on my modem are fine but he insisted. He left and the next day the issues start again with the internet constantly dropping out randomly for minutes or seconds at a time throughout the day maybe once or twice every hour. My connection stats are below and this is happening as I type this. Not sure how else to handle this. If I complain to Cox again they are just going to want to send another guy out so what can I say that will help them figure this out. The last guy busted out his speedtest.net results and tried to use that to show me that my connection was fine. Its like he didnt believe that anything was actually happening even after I showed him pictures of speed tests when the problem was going on.

    Downstream Bonded Channels
    Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
    1 Locked QAM256 30 957000000 Hz 4.6 dBmV 40.9 dB 0 0
    2 Locked QAM256 25 927000000 Hz 5.3 dBmV 40.8 dB 0 0
    3 Locked QAM256 26 933000000 Hz 5.1 dBmV 40.8 dB 0 0
    4 Locked QAM256 27 939000000 Hz 4.9 dBmV 40.8 dB 0 0
    5 Locked QAM256 28 945000000 Hz 5 dBmV 40.8 dB 3 0
    6 Locked QAM256 29 951000000 Hz 4.9 dBmV 41.1 dB 1 0
    7 Locked QAM256 31 963000000 Hz 4.1 dBmV 40.9 dB 0 0
    8 Locked QAM256 32 969000000 Hz 3.9 dBmV 40.8 dB 0 0
     
    Upstream Bonded Channels
    Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
    1 Locked ATDMA 1 5120 Ksym/sec 16900000 Hz 42.2 dBmV
    2 Locked ATDMA 2 5120 Ksym/sec 23500000 Hz 42.9 dBmV
    3 Locked ATDMA 3 5120 Ksym/sec 29900000 Hz 43.7 dBmV
    4 Locked ATDMA 4 5120 Ksym/sec 36300000 Hz 43.7 dBmV
    • Becky's avatar
      Becky
      Moderator
      7 years ago
      Hi Wade887, troubleshooting an intermittent connectivity issue is often frustrating for both the homeowner and the technician. I'm sorry that we weren't able to resolve this issue during last week's appointment! Your modem is reporting minor packet loss and a high number of timeout errors, so I don't believe the splitter was the only part impacting your signal. Would you allow us another opportunity to resolve this for you? Email your full name, address, and a link to this thread to cox.help@cox.com so my team can schedule another service call for you. -Becky, Cox Support Forums Moderator