Visitor
•
4 Messages
Webpages loading slowly, buffering
Since June 13/14, there has been a noticeable change in internet performance. Web pages and videos are intermittently loading slowly, sometimes even timing out. Speeds are as advertised and latency is low. DNS has been changed three different times as well as all the physical cabling at home, each to no avail. I'm now through 2 ONTs, 3 Routers, and 2 Tech visits with no fixes. This has been affecting my entire living complex, was told there was over 20+ tickets in my immediate area. Cox acknowledges that there is an issue then closes the outage as resolved when issues are still occurring. This has happened twice now. Tech support only recommends router reloads and another technician visit. The residential field technicians that visited even acknowledged that they aren't seeing any physical problems at our units. I've also reproduced this issue to them directly in my apartment, but there isn't anything they can do personally do. The residential techincians have no access to the NOC or higher tier support to escalate this any further. Its obviously a network level issue however it is impossible to get ahold of someone that can even help. Next step is AG or BBB at this point.
LisaH
Moderator
•
1K Messages
8 days ago
Hi. I am sorry to hear that you have been having issues with your internet service for such a long time. I will be glad to investigate this and see what can be done to get your issue resolved. To do this, please contact us at cox.help@cox.com. Include this link, along with your full name and complete address, in your message. Thanks, Lisa, Cox Support Forums Moderator
5
0