Hello, I own a computer LAN center in Metairie called Dibbz.
I haven't had packet loss issues for the last 4 years, then suddenly for the last 3 weeks, I have been having drops so bad the internet is un-usable and I lose all my customers.
It only happens once or twice a day, but lasts 15 to 30 minutes when it happens.
I am open from 11am to 3am (yes, 3 in the morning).
I called cox business about it the 2nd day it happened.
They said a tech would be out next day.
He wasn't, I called back.
They said he will be out tomorrow because his last job was going overtime.
I said ok.
Next day comes around, no tech!
I called again.
They said a tech would be there tomorrow.
Day 3 - tech comes 3 hours late! But yay, he is here.
He finds an old tap on the line, removes it. He goes on the pole for an hour, comes down and says no issues at pole. (An hour? ....) He changes the modem, splitter, coax cables and heads.
He leaves.
Problem persists next day.
Call him directly because he gave me his cell.
Says it has to be my hardware. (router, switch, w/e). I am tech savvy. I plug laptop directly to modem, packet drops still happen.
I call back, explain.
He says gotta be modem.
I go home, get my cox modem, bring to Dibbz (my store) plug it in. Both modems now online, two laptops, both directly in each own modem. Both packet drop at same exact times every time all day.
Call, explain.
Says he is getting a supervisor involved.
Supervisor calls me next week, says he wants to get this fixed for me asap.
Says he will call me back later around 230pm.
No call by 3pm. I call him, no answer.
I call at 4pm, no answer.
I call next day multiple times, no answer.
I call Cox instead of supervisor personal phone, they say they have no information other than the original tech visit which says "No issues found".
LOLOLOLOLOLOL
I finally get that supervisor on the phone, he offers me $515 credit for my troubles and a new tech to come check the nearby node and AMP?
I wait 3 days. No calls, nothing.
I call, they said someone came out and reported back that everything is fine.
Problem still persists.
I am at week 3 now, I'm angry. I filed FCC report. I'm down a lot of money and time at this point.
I got a supervisor to call me yesterday (7-3-2018), he said he has had 15 tickets in the last month with my exact issue. (WHAT!? THEY ADMIT IT!?)
He says he will have me fixed by 4pm that day (7-3-2018).
4pm comes and goes. I wait until 5pm, I call his direct line. No answer. I get a text from him, a pre-selectable one, "Can I call you back later?".
No call that day, 7-3-2018.
Now today, I know is 4th of July, I didn't expect a call or anything today, that's fine, I'm a family man too.
So tomorrow is 7-5-2018. I really really hope this problem gets fixed because I'm about to go out of business over this, no joke.
My customers are gamers, obviously.
They literally cannot play at my business, so I am currently down $4,350 so far from all this.
Angry customers, of course too.
I try to explain that it is cox, but you know 3 WEEKS is a long time to be saying this to my customers.
This is so insane.
↧
