After searching this site for upload issues on Cox, I found this thread: https://goo.gl/IHmk0D. I fear I may be in the early stages of that user's experiences!
Started to notice a slow upload speed issue around the time of the storm last week. 1st call to Cox after 15 minute hold time, rep reset my modem which cut off our call since I was using my VOIP phone. Thought he'd call me back -- no dice. OK, I'll call again. Another 15 minute hold, then I get a gal who seems a bit junior. We test modem direct to laptop, same issue. She wants to send a tech out so he can hookup his modem to eliminate my modem as the culprit. She mentioned my modem appeared "black" on her status screen which is odd since I can download as expected.
Tech arrives next day on time, I first show him speedtest results in real time. We then hookup my modem direct to my laptop, same results. He replaces my modem with his, same poor upload results as my modem. He says line signal strength is fine. He says his boss told him to leave the new modem since "it takes up to 24 hours for the new modem to work optimally." I tell him I've previously installed 4 modems of my own in the home and they all work 100% from the gitgo. He balks at my comment. I decide to get an L2 Tech on the phone to answer that question (named Willie). L2 Tech on the phone confirms what I said. My ticket #3727749. Willie tells me if I prefer, he'd call me back when the problem has been resolved, and I tell him please do. He thinks it'll be by end of day 10/14.
He also tells the tech in my home that there is a widespread outage likely affecting me and many others, and it might not be remedied for 2-3 more days. Another thing he reveals is since my only Cox service is HSI, some extra helpful details were not provided to the tech in my home prior to his visit. Something about more details provided when a customer has video and/or phone bundled with HSI. Whatever. Seems like this tech was unnecessarily sent to my home. Just the same, I asked the L2 Tech on the phone if he'd run us through some diags, and we hooked my modem back up direct to the laptop. The L2 Tech immediately could see the problem was not going to be fixed by doing something on my property -- he wouldn't exactly say what the issue was, but it seemed FUBAR to him based on his voice.
On 10/17 the regular Cox tech support line's automated announcement stated there was still a widespread outage affecting my area and that it would be repaired by 4:35pm. It wasn't, so decided to call this morning to see if the problem still existed, and it didn't. So I do a speedtest and get the same poor upload speed (so bad the Cox speed check tool errors out after the download completes, and even speedtest on the web times out on the upload test; my Android tablet, however, can finish the upload test using the Speedtest app, usually with a .08 to .34mbps score). OK, the outage was not causing my problem, apparently.
I call the L2Tech support # and get a nice woman, but when we review what the home visit tech's notes were in her DB, they were inaccurate. I nicely asked for a manager. Lavishia (sp?) was the supervisor of the L1/L2 techs she said, and was very nice. She got to hear all of what I've previously typed. And can see I've never needed any Cox tech to come to my home in the 14 years I've had their service (since I can figure out the solution when problems arise....., until now, that is). But I'm 99.99% certain the fix is going to be made off my property. Lavishia shared she could see I'm suffering from 20% packet loss (no idea of other details on this, perhaps just on the upload stream).
So she has to send out another tech to my house, and she's going to try to get a senior tech this time. She tells me they have to follow "protocol" in order to get higher tech experts involved after another home visit. Next tech will arrive on 10/19 between 1 and 3pm.
I've been running PingPlotter for a few hours now:
[att=1]
Also ran TeamSpeak, which showed a fairly consistent 20% packet loss for the hour I ran it.
I just don't want to go through this user's trouble below (from the link I posted at the top):
**Issue was referred to maintenance several times but the tickets were closed out prematurely
**Overall took ~6 technician visits before the issue was finally located and determined to not be at the house.
**A field technical specialist (FTS) was finally called out and saw the issue at the tap. He stayed on top of maintenance until they resolved the issue.
How do I skip some of these steps, oh helpful COX people?
Thanks!
Stay tuned for updates.
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