We had no issues for 3 years of 50Mbps Internet only service from Cox. Then starting around mid to late October we started to see dropped Internet connections.
Since November 1st we have seen over 200 dropped connections. This is different than slower speeds. This is NO Internet access for a few minutes or 20 minutes or every few minutes. Netflix was blurry for an hour or failed to continue 3 to 8 times during a one hour show and then reloaded once the connection was restored.
Cox told us to buy a new modem. We did. No change.
At the end of a service call, they offered 150Mbps service for an additional $5/mo. I said yes. No change.
Cox replaced the wires and connectors behind the wall and our new modem. No change.
Yesterday, they replaced the Tap on the street. While we are still monitoring, it seems to have made the difference we are looking for.
Having used the web and Cox app to access support, I recommend that you email [email protected] They were fast to reply and fairly competent.
When scheduling a tech to come out, request only an in-house Tech, not a sub-contractor.
We will likely return our new DOCSIS 3.1 modem and use our DOCSIS 3.0. There is almost no advantage with the new modem.
We had to be persistent, but it seems to have paid off. Viewing the modem and router logs and using a network monitoring browser plugin were all helpful tools in gathering information.
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