Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability

Question

Original Thread and Information Here - Potential Class Action - Phoenix/North Phoenix Arizona Internet Instability | Cox CommunitySeveral years later and we've still been battling this issue on and off. This past 3-5 months have been absolutely horrible. I'm currently in the data collection phase. I will be calling Cox today, as well as filing an FCC complaint again either tomorrow or Monday next week (04/21/2025). I'm curious if anyone else has been experiencing similar issues, and if so if you have any data collected on your end. I have spoken with an attorney who is willing to work with me (and others) on this issue. They have connections to the local new stations as well. To summarize - I've been told by the highest level Cox engineers that in my location, the 'upload circuit' is over utilized and Cox will more than likely not spend the money to actually fix the problem. It seems like we keep getting band-aid fixes that address the issue for a few months, then the issue comes back. Lately, it's starting to greatly impact my business and my job and with prices steadily increasing, it's straight up unacceptable. What i'm currently experiencing again..is 100% packet loss, every hour on the minute that I first notice it. Example, if it happens at 9:30am, it will happen at 10:30am, then 11:30am, etc etc.  Suddenly, it will go a few hours without doing it, then the minute will change to say 4:15pm, then 5:15pm, then 6:15pm. Rinse and repeat. This has been happening every day for the past few months. The 100% packet loss will happen for a duration of 1-2 minutes, sometimes 3/4/5mins. Example from this morning below:I'm located near 19th Ave and Union Hills in the North Phoenix area. I've heard many other people having similar issues recently via other apps and speaking with neighbors. I would like to know if you're experiencing something similar!

HeatherS · Answer

Hello, I'm sorry you are experiencing trouble with your internet connection to include packet loss and intermittent connectivity. I'd like the opportunity to assist you; however, the public forum isn't suited to protect the personal information I will need to do so.  Please email us at Cox.Help@cox.com. In private communication, please include your full name, complete address, and details of the issue as this message will not be connected to the communication unless you include the link to it. Thank you.

Riker9 · Answer

I have had about 7-10 outages in a week. If you need any other info, i can help.

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