Upgraded to GIGABLAST. Disconnection, slow speeds, packet loss problems.
Hello, I upgraded to GIGABLAST and the Panoramic Modem/Router wasn't pulling speeds above 200-250mbps. Oftentimes it was within 20-45mbps range both wireless and wired with a CAT 6 cable. I was told to try getting my own modem/router and purchased a Cox certified cable modem a Netgear C7800 Nighthawk modem/router. The C7800 came with Firmware version V3.01.40 already installed. Cox recommends using version 01.38, but there is no way to access old or new firmware on the Netgear site as it says "Firmware upgrades are pushed down by your ISP." I had a tech support agent try to force a firmware downgrade, but it failed. The next day I was told by Cox & Netgear that is was the other's issue until I go them on the phone together and the Cox agent said he would resolve it. He told me having 01.40 wouldn't be an issue. -Will this be an issue going forward having 01.40 vs 01.38? Slow speed, packet loss, losing connection, etc. -How will I receive updates in the future? I also had a 2nd tech come to the house and inform me that there was low level loss coming from the Node which is overloaded and it would be addressed in 24-48 hours. Is the NODE the issue? I.E. packet loss, slow speeds, losing connection etc. Or is the firmware the issue or both? Thanks in advance!
Extreme packet loss while gaming/voip (San Diego, CA)
I would to post here before resorting to filing a complaint to the FCC, for the past few months now I've been experiencing extreme outbound packet loss while gaming. I've had no issues until a couple months ago, the packet loss was a small 4% while playing Fortnite. It has then since gotten much worse as now I get packet loss and stuttering in any game that I play online, even just being in a discord channel Iget really bad connection quality and spiking. I've reformatted my hard drive, re-booted my modem countless times, I've always have had a wired connection, changed the coaxial cable that came with the router, changed the Ethernet cable that came with the router, upgraded the internet speed, tried almost everything to fix the problem and nothing has been helping. Every single game that I play that is multiplayer is affected by this packet loss and stuttering. https://imgur.com/rj7OyRz https://imgur.com/4mp24Oj https://imgur.com/hQLzhaU https://imgur.com/eJRdchoIn Regards To Packet Loss In Phoenix Arizona - Cox Is Unwilling To Properly Address The Problem
I'm not going to continue the existing thread with this comment as it is now very long and full of data demonstrating packet loss and latency issues in north Phoenix, Arizona during peak times over the past several months. If you'd like to reference the data sets I've been collecting, there are two separate threads that can be found here: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22007/internet-issues---consistent-lost-packets-north-phoenix-arizona Long story short, I've been experiencing high amounts of packet loss (5-30+%) and high latency (routinely spikes between 200 and 400ms) during peak times of utilization (7-11PM weekdays and weekends). This results in my internet being unusable. On the 8th, when I called in, my wife was unable to load even a simple website due to packet loss. All data sets/testing/etc were done via a wired connection. I've replaced my modem and router several times, and have had 100% of the coax line between my modem and the nearest neighborhood node replaced. An in home tech verified the same amount of packet loss at the tap outside my home. Tier 2 agents verified packet loss between themselves and my modem during an outage. Both instances are recorded in my service history and both demonstrate the issue of high amounts of packet loss while excluding my internal network/hardware entirely. There is zero old/faulty hardware between my modem and the nearest neighborhood node. The issue exists either as a hardware or software problem somewhere within Cox's network, an infrastructure partner's network, or both - entirely out of my control as a customer. I've had an FCC complaint open since early August and have reached out to any local/state/federal agencies that could possibly act as a mediator and/or encouraging agent to push Cox in the direction of properly addressing this issue. I have been collecting data for five months and attempting to work with Cox to get this addressed, being as patient as I can while paying nearly $100/mo for service that is not being properly rendered. After several weeks waiting on the reply from my call on December 8, I finally received a response from Cox's Executive support team via phone yesterday. I was told by the Executive Support Team that this problem will no longer be investigated by Cox and that - regardless of the amount of packet loss and high latency I'm seeing as a customer - be it 2%, 15%, 30%, or higher - Cox is no longer going to investigating this issue. They've classified the high amount of packet loss and latency I'm seeing as what qualifies as "Best Effort Service" and that the service "is as-is". They didn't call to follow-up and attempt to properly address the issue of packet loss, they called simply to tell me they were no longer looking into this issue. What kind of state is Cox in that it can be completely non-transparent with any work done in regards to my complaints, and then tell me that the issue is closed and no additional work will be done to remediate the obvious and consistent problems with their network? I'm astonished that one additional service call at 1:30PM on a Thursday afternoon is supposed to invalidate the dozens of data sets I've provided - almost entirely within the bounds of peak times of utilization. This is Comcast level support, and it is completely unacceptable. Cox's internet service disclosure (https://www.cox.com/aboutus/policies/internet-service-disclosures.html) states the following in regards to residential connection metrics during peak times of utilization: Download speeds between 97 and 100% of advertised speeds Upload speeds between 102 and 103% over a 24 hour period Latency of an average of 23ms within Cox's network Packet loss of an average of 0.15% during peak times of utilization - so small as to be imperceptible The problem I'm seeing does not occur every single day, but it has occurred several days a week over the past five months and has been incredibly problematic. Download speeds have varied, but during outages I've been plagued with download speeds as low as less than 2mbps. Upload speeds are almost never at or above 100% of advertised speeds during peak. Perhaps when factoring in overnight and during weekdays it may be around advertised, but that simply includes a range of time during which there is very low utilization. Latency is almost always higher than 23ms within Cox's network. During peak times, it will typically float between 40 and 70ms within their network, with huge spikes up to and above 400ms at times. The spikes in latency are many times associated with high percentages of packet loss, which is my main complaint. I can handle download and upload speeds being lower than anticipated during peak (within a respectable margin). This is de facto cable internet - a shared medium. What I can't accept is packet loss ranging from 5 to 35% during peak times. My modem is recording literally hundreds of thousands of corrected and uncorrected packets over the course of several hours or days of uptime - across all 32 downstream channels. This issue of packet loss is my primary complaint and is completely unacceptable. It's unbelievable that I'm now being told by Cox that packet loss issues are no longer going to be investigated. Again - this is monopolistic behavior and is very anti-consumer. I had a very good history with Cox until I moved into the Phoenix, Arizona area. After the move, I can say that this is undoubtedly the worst customer experience of my life. You are taking advantage of the percentage of people who are unable to distinguish packet loss by failing to correct infrastructure problems leading to packet loss in the Phoenix area. This is a very obvious slap in the face to anyone using your services. I truly hope that your company can overcome this anti-consumer behavior without a direct competitor in my area of Phoenix. That would be great customer service and would lead to at least my trust as a consumer with no parallel choices for an ISP in my area of Phoenix. Unfortunately, the past five months has demonstrated that your company is unwilling to take adequate action on behalf of your customer.High packet loss, low speeds, assistance did not work.
Greetings, I have been trying for months now working with Cox the best I can to solve these issues which I will list here, this is the last attempt I will do to fix the internet. My apartment building is locked with Cox so I am planning to move because of this. I will break down my issues and what we did to try to fix them. Problems: - I currently get frequent and consistent packet loss, very rarely this packet loss is minimal, between 2%-5% however the average is usually 20%-90% packet loss. Sometimes entire minutes go by in which I seemingly have no connection to the internet. - My internet speeds are extremely inconsistent, if I am lucky I get 30mbps (seems capped at that) download and 15-20 mbps upload. Again, this is if I am lucky, I may have this consistency for several hours. Often times my internet is more like 1-10 mbps download and 5-10 mbps upload. To put into perspective how bad this is, I am currently paying for 300 mbps download and 30 mbps upload. (See pic below IP eliminated for protection.) - There seems to be little related to time of day when the connection problems occur, I figured potentially it might be a internet traffic issue or something else but that is not the case. Problems could be present at 1:00 AM or 10:00 AM it doesn't matter. - When the speed tests I do come close to reflecting my paid for speeds, (150 mbps average, still below) it is always as if the connection is slowly ramping up to that number, struggling to get there. When in the past when I used to speed test before these issues it would be at a consistent 300 mbps immediately. Attempted Fixes: - Now that I listed the problems I will go into the attempts to fix these problems. - I spent a total of 2-3 weeks on with different support technicians attempting to fix the problem. I was first told to purchase a new modem, since it was my equipment and I did, I went out and purchased a brand new modem. I still have the exact same problems that I did with the old one. - I was told it may be my router. so I bypassed the router entirely with a hard line into my desktop from the router. The problems persisted even without the routers involvement in the network. - I went through several days/nights of trying to work with technicians in resetting the modem, during which I was attempts to up sell me to a better level of tech support. I declined each time because I was getting aggravated that I would be asked to pay more money to have a problem fixed that was clearly not a problem with my equipment (in my mind). - A technician team was dispatched to my apartment, I live directly across from the cable room. They did some tests and came to the conclusion there was a problem with the lines, anything more than that I don't know. They said it should be working now, and it was good for I want to say, an hour. Before it all started up again. I was subsequently charged for that visit as well. - The technician also made a comment about electrical current in the small box where the cable comes from. I have lived here for over 3 years now and that was never an issue before, but it may somehow be now? - The last attempt to fix the connection over the phone ended with the result that "there was nothing they could do on their end, and that I would either need to pay additional money for advanced tech support, or buy panoramic wifi (not sure why that would help) to fix the problem." Which to me, comes off as a form of a strong arm or blackmail to purchase additional services to have repaired internet. Concluding: I am willing to provide any information that may be of help in fixing my connection, I am again, at the end of my rope here. My primary form of entertainment is the internet, and I currently work from home full time like so many others. Having a stable connection is important, and there were times recently during a work conference call where my connection was dropping in the middle of important meetings. I am at the end of my rope.
Horrible Packet Loss
I don't even know where to begin..... So I've been having internet issues ever since I changed addresses in Las Vegas. I've had several techs come out, there has supposedly been a node split in my area, I've replaced all of my equipment, and had my home certified by a Cox technician via an FCC complaint. My internet keeps getting worse and worse. Packet loss now averages 30%...I’ve had enough!
I am a Cox customer. Have been since April 2019. I pay $200+ for gigabit and tv. I deserve and pay for services that are being restricted. I am sick of it. The packet loss I experience is ridiculous, the rigidity of “having” to use Cox equipment (further limiting my ability to access the actual internet), and the BS customer service has me fed up I can’t take it any longer! I live in a very nice part of Orange County, CA and this type of garbage shouldn’t be tolerated by ANYONE...even if it’s free!!! Give me back my internet and freedom Cox! I’m done asking nicely. Next up is legal advice.