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alberton2001
join:2012-07-08
Mesa, AZ

alberton2001

Member

[AZ] How can I get Cox to fix this issue?

So my internet has never been 100% reliable. I'll be working from home and sometimes my remote desktop session on a server in another states takes a longer than a minute to register my mouse clicks. Sometimes on xbox my friends tell my voice cuts in and out. My voip is the same so I never use it now. I just use the cellphone provided for work for conference calls. I always thought this was just bad equipment or the current state of affairs. Well recently it has really kicked up. I have these really slow moving internet issues occur for more than 3 times a day. Netflix won't do HD or the live meeting I'm running will kill desktop sharing due to network issues. I decide enough is enough and am proactively monitoring the issue. Well according to speetest.net and speakeasy when this is happening I'm actually getting less than 8mb down sometimes 1mb. Four different technicians have been out to my house to troubleshoot the problem I have a 5th coming tomorrow. I have never been charged because everything on my end looks good the techs say. The most recent tech visit opened up a "plant" ticket. I was actually called by the plant tech twice on the July 3rd and told that they see the issue and are trying to hone in on it but ultimately they lost the "noise" but would stay on it. I have called on Friday the 6th, Saturday the 7th, and today Sunday the 8th when I am experiencing slow downs to confirm and note it on my account and ask about the plant ticket. Today I was just told the ticket was closed and resolved even though on Friday I was told a supervisor was working it. I don't know what to do they are sending another tech out tomorrow this will be the 5th troubleshooting tech to come out. That is if you don't count the tech I had to pay 45 dollars to get the ultimate upgrade install. I thought if I put some money into it they would fix it but so far I am wrong. This week I plan on calling every day I have the issue and reaching out via social networks like twitter, facebok, and this forum. After this week if it is still not resolved I am planning on taking a week off from work and do whatever it takes to get cox moving on this and document the issue on my end however I can. Please give me some pointers on how to deal with this issue or help me fix it. I will check and respond to this thread actively throughout the week and very actively next week.
alberton2001

alberton2001

Member

Here is my most recent speedtest of the issue. »speedtest.net/result/205 ··· 9434.png
XIII
Premium Member
join:2010-06-16
Scottsdale, AZ

XIII to alberton2001

Premium Member

to alberton2001
Two things :
1. please format your post for better readability....

2. Speeds dont mean anything, its the quality of your connection, go to 192.168.100.1 and post levels along with make/model of modem (scrub MACs), though for ultimate they are crap.
alberton2001
join:2012-07-08
Mesa, AZ

alberton2001

Member

What's a good format short and sweet or bullets etc. Let me know and I will update. Here is the copy paste of my signal reading. Everything is working now though I will try and catch it when it isn't though and post again.

Downstream Bonding Channel Value
Channel ID 110 109 117 118
Frequency 843000000 Hz 837000000 Hz 861000000 Hz 867000000 Hz
Signal to Noise Ratio 37 dB 37 dB 38 dB 38 dB
Downstream Modulation QAM256 QAM256 QAM256 QAM256
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
2 dBmV 2 dBmV 2 dBmV 0 dBmV

Upstream Bonding Channel Value
Channel ID 3 1 2
Frequency 36100000 Hz 23300000 Hz 29600000 Hz
Ranging Service ID 1812 1812 1812
Symbol Rate 5.120 Msym/sec 2.560 Msym/sec 5.120 Msym/sec
Power Level 43 dBmV 40 dBmV 42 dBmV
Upstream Modulation [3] QPSK
[3] 64QAM
[3] QPSK
[2] 16QAM
[3] 64QAM
[3] QPSK
[3] 64QAM

Ranging Status Success Success Success

Signal Stats (Codewords) Bonding Channel Value
Channel ID 110 109 117 118
Total Unerrored Codewords 4354830010 4354830409 4354830680 4354830860
Total Correctable Codewords 248 163 115 80
Total Uncorrectable Codewords 1789 1697 1639 1672
alberton2001

alberton2001

Member

I almost forgot I will usually notice this in the log with a very close time stamp to when the issue starts. No Ranging Response received - T3 time-out
XIII
Premium Member
join:2010-06-16
Scottsdale, AZ

XIII

Premium Member

Its just that you put a few paragraphs of info into one paragraph.

The signal looks good, it could be better, but at those levels you should not be seeing the problems you describe.

You may have to escalate it, either way it would be best if you could pull levels when you are experiencing the stability problems.

A few questions:
Have you read the sticky about speed problems
Is the line to the modem a direct one
Modem brand

dvd536
as Mr. Pink as they come
Premium Member
join:2001-04-27
Phoenix, AZ

dvd536 to alberton2001

Premium Member

to alberton2001
said by alberton2001:

What's a good format short and sweet or bullets etc.

A good format is to hit enter every 5 to 8 lines. people generally won't bother with big walls of text. i didn't.
bchandler02
join:2011-07-08
Oklahoma City, OK

bchandler02 to alberton2001

Member

to alberton2001
It may not be your connection, but possibly your corporate VPN setup. I know that is frequently the case with me (also using corporate VOIP, remote desktop, and other latency sensitive apps).
alberton2001
join:2012-07-08
Mesa, AZ

alberton2001 to dvd536

Member

to dvd536
Thanks I started another post with a much more simplistic description.
alberton2001

alberton2001 to bchandler02

Member

to bchandler02
It is not. I have been told now it is noise coming from the "plant" that is intermittent and slowing me down tremendously. It is still not fixed.