New Contributor II
•
9 Messages
Cox Voice Phone Audio Issues on Calls
I see a few old threads on this issue, but they are a few years old, so starting a fresh one.
Over the last few months callers have complained that their audio on calls is very choppy and they can't carry on a conversation. From my end at home, the calls sound fine. But we usually have to call them back on our cell phone to carry on a conversation.
Our equipment includes the Panoramic Gateway (CGM4331COM) with 3 CiOne wireless cable boxes. The internet service is fine (gigabit service) and tests consistently at 800-900 Mbit. TV video/audio quality is perfect on all three CiOne attached TVs. We use a top-end Panasonic wireless phone system with base and 5 handsets. The base unit is cabled directly to the Gateway's phone jack, so no house telephone wiring is involved.
Since the issue occurs regardless of which phone handset is in use, I figured perhaps we were having a phone issue with the Base Unit. I got a brand-new AT&T phone to try out. Unfortunately, there was no difference during calls. So, it appears not to be our phone.
Does anyone have any experience with this issue, and if solved, what was required. I plan to call Cox support as well.
Thanks in advance.
Jim in Falls Church VA
MarkHodges
New Contributor
•
2 Messages
2 years ago
I have been having the same issue for about the last week. Had the Cox tech out a few days ago and he check lines - all good, replaced RJ11 phone cable - no change, he decided to replace the modem and it seemed to fix for a day, it now back to same problem.
I saw a thread about 4 years ago using the description that voice was distorted on other end of line, which is same problem as this thread, I believe. However, there was no solution listed from that thread.
I have the tech coming back out tomorrow, but I don’t know what else can be done at the house. I have used a hard cable phone and same issue.
I believe that the issue is upstream at some switching source. It seems to be an analog to digital to analog issue. Probably a software issue at Cox location that digitally switches to other providers.
I hope the tech visit tomorrow is successful, if so, I will let you know results.
Mark
2
0
MarkHodges
New Contributor
•
2 Messages
2 years ago
Jim, I had an ahha moment this morning wrt our issue. I now believe that the issue is capacity issue in the cox network. Since it is always the other end of the call that has the poor clarity, it would be an upstream issue. I have noticed that my issue usually happens during high capacity times like when folks are streaming football games. Off times everything work fine. I’ve downloaded PingPlotter to my iPad and I’m going to start tracking latency when I notice the issue on my Cox phone line. This evening should be a good sample time. The tech arrives this afternoon between 3 and 5 and currently there is no issue on the phone line. This has to be a capacity issue. BTW I’m on cable and not fiber since fiber is not available where I live in the back of the neighborhood.
I will let you know later this evening what is decided after the tech leaves.
Mark
1
JESinFC
New Contributor II
•
9 Messages
2 years ago
Mark,
Tech visited today. Checked network signal levels at Gateway. He inspected incoming wiring and equipment at rear of house. All was good. He called my phone # from his cell and heard the choppy audio immediately. We retested with several different phones connected to the gateway. Same result on all. So he swapped out the gateway. We retested the calls and there was no change. He scratched his head and then decided the problem has to be farther upstream from my property. He plans to escalate it up the chain. The saga continues. 🤔
5
0