On a commercial account we have had an intermittent connection / low speed(bandwidth not latency) problem with Internet service; it seems to be caused by some type of time variant noise ingress on the node that overwhelms the signal. The connection which should be 100/20 is actually operating closer to 30/9 when it will stay connected; when it won't, it drops out(we can't ping even the Cox gateway address) for between 30 seconds and 2 minutes at a time -- though the modem usually stays synced.
Before anyone asks, the same equipment and test methods provide successful results at our other site also served by Cox, but 2 miles away and on a different node. Also, the cable modem is powered via an Eaton 5PX UPS.
We first contacted Cox about a problem on March 22, 2017 and have gone though six tickets already -- I just opened a seventh. Inside the building, the cable network consists of a cable modem and EMTA connected by short lengths of cable to a 2-way splitter; the other side of which has a cable going directly though a wall to a distribution box on the outside of the building.
We seem to be in an endless loop with tech support:
We opened tickets; and, when techs showed up we demonstrated the problem with a notebook directly connected to the cable modem. The inside parts have been tested/swept by Cox contract techs and Cox techs; and even though they found nothing was wrong, the parts were swapped and the cable to outside was re-terminated. Not fixing the problem, they disconnected the drop cable from the distribution box to use the network analyzer on the outside plant. Each time they found the problem was in the Cox node; and they wrote detailed reports. The techs that are responsible for repairing the nodes were supposedly dispatched; but, they never fixed the problem -- they just closed the tickets. Then we tested the connection at the cable modem; when it still wasn't operating as it should, we started the process over again.
If a Cox employee wants to look at this:
Closed tickets - 23638054, 23642612, 23658990, 23664484, 23668339, 23677102
The last field ticket - ESR000002355591
New open Ticket - 23745316
So, what does one have to do to get Cox to actually fix a node problem?
William
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