asauro
join:2012-02-04
Baton Rouge, LA | [LA] Having a terrible time with Cox Support Hi,
I sought out Cox's online chat and phone assistance and they're giving me the hardcore run around. A buddy pointed me here in hoped that someone could verify that cox's network is not the culprit, or what, if anything, iswrong with my modem. Thank you. |
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| Welcome. In order to give the techs a little information to go on, can you use this guide?
»[ALL] what to post before complaining about slow speeds...? |
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| reply to asauro
I'm in the southern part of Baton Rouge. I've been having intermittent dropouts since around 8:00pm CST. ~ every 15-30 seconds, the connection will fail for just a second. Webpages still load, but sometimes fail partway through and online games are a no-go.
Nothing on my end solves it, and I actually went out and borrowed a new modem just to make sure. I'm suspicious that Cox's network in this area is having problems, though it could also just be a wiring problem in this building..
Cox has no known issues that their techs are divulging currently. |
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asauro
join:2012-02-04
Baton Rouge, LA | Good to hear. Have you had as miserable of an experience with the support techs that I have?
They refuse to do anything but what the script says. I assume there is a 24/7 NOC somewhere that could look into this instantly. Is 10.128.16.1 the first hop from your house in a trace? |
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| Cox's techs have always been useless solving problems like these. I don't really blame the phone techs, since I suspect they aren't trained nor have been given the tools to diagnose network problems.. though I am disappointed that they can't even try a 'ping' to a customer modem to verify the problems.. If this really is a general network problem, someone has probably noticed it already but the phone techs usually aren't notified for hours afterward.
Other people around town and at LSU don't seem to be having problems. Similar symptoms could be coincidence or it is just a small portion of the network. Yes, my first hop is that same device.. ask a Cox tech specifically about that IP, hehe.
Try again in the morning. If it still isn't fixed, I'm going to raise a stink. |
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asauro
join:2012-02-04
Baton Rouge, LA | Knowing that your first hop is the same, and the drops are occurring at random routers consistently along the trace I'm going to bet that it's a switch between us and 10.128.16.1 experiencing trouble.
Any of you good Cox folks around to check that out? |
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 kv2009
join:2009-09-14
Kenner, LA
 ·Cox HSI
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First, I'd definitely remove your MAC address from your post. Only give that out to authorized Cox personnel on this site if they ask for it.
Second, use Pingplotter to check cox.net. This will keep your connection within Cox's network. Does the packet loss occur only at a certain time of the day? At certain temperatures? A screenshot of the packet loss in Pingplotter would be a definite help. |
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asauro
join:2012-02-04
Baton Rouge, LA | Attached is a small sample size using pingplotter |
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asauro
join:2012-02-04
Baton Rouge, LA | reply to kv2009
I'm a bit curious why you're concerned about providing my MAC in the earlier post. Sure it's uniquely tied to me, but then what? |
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| because it can be used to steal service |
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 CoxTech1VIP
join:2002-04-25
Chesapeake, VA
kudos:65 | reply to asauro
The MAC you posted doesn't appear to be correct regardless. If you want to check it again and PM it to me I'd be happy to take a look. |
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It works this morning. No more time-outs.
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asauro
join:2012-02-04
Baton Rouge, LA
1 edit | reply to No_Strings
• make and model of cable modem moto sb6120
• make a model of router Linksys E2000
• cox speed tier preferred 15/2
• signal levels from »192.168.100.1 at several intervals during the day, especially as the slowness is occurring -verified signals look good
• if they have splitters and if the cable modem has been plugged into a line directly from the wall (bypassing all splitters and surge protectors) no splitters
• several speed tests to various locations close to where they reside (if applicable, »test.lvcm.com) speedtest consistently fails
• smokeping results or pingplotter output to various sites that they perceive packet loss to (if applicable) 15-20% on average to 8.8.8.8
• has the user tweaked (»/tweaks)
• direct the user to post the symptoms here, but refer them to local support based on the thread »[ALL] Cox Forum Support Authorized
• are you connected wired or wireless? wired
• have you tested speeds bypassing router?
• are other services such as phone or tv affected? no
• need the MAC address of your modem while not at home? Go to the Cox home page for your area (»www.cox.net and enter your zip), my account, internet tools, manage computers |
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DrDrew
join:2009-01-28
Apple Valley, CA
kudos:6 | reply to asauro
said by asauro: I'm going to bet that it's a switch between us and 10.128.16.1 experiencing trouble.
There isn't any "switch" between you and 10.128.16.1. It's all coax related gear between your modem and the CMTS at 10.128.16.1
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If it's important, back it up... twice. Even 99.999% availability isn't enough sometimes. |
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| reply to asauro
Please PM your modems MAC address and I will check on this for you. |
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| reply to asauro
Same problem began again around 6:00pm CST, worse than last time. Blocks of timeouts are much greater.
Same initial device, 10.128.16.1 |
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asauro
join:2012-02-04
Baton Rouge, LA | You are correct Sir. It's back up for the moment... |
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asauro
join:2012-02-04
Baton Rouge, LA | Modem has rebooted twice in the last 25 mins |
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| reply to asauro
I suspect the device (or something) was reset about 20 minutes ago. I'm still getting little 'blips' but infrequently, about 1 to 2 timeouts for just a second every 5 minutes, but this may be unrelated.
I called Cox during this time, and the phone-tech mentioned that my modem was actually listed as being offline. Clearly it was online, just working very poorly. |
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| Occurring again, today. They still can't fix it apparently. |
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