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Performance & Tools

Below, you can find information related to our network and customer service performance, which is updated regularly. You can also link to our Looking Glass or see which Autonomous Systems (ASNs) are connected to Cogent's AS174.

Network Performance

Customer Service Stats

Looking Glass

Connected Autonomous Systems

Network Performance

Cogent's superior network architecture and virtually unlimited bandwidth enable us to offer impressive network performance, as exemplified below. These statistics are actual performance metrics and are updated monthly.

Cogent offers a very competitive Service Level Agreement (SLA) to all customers.

 

IP Network Performance StatisticsDec
2021
Jan
2022
Feb
2022
Mar
2022
Apr
2022
May
2022
Cogent
SLA
Europe
Packet Success Rate
>99.9% >99.9% >99.9% >99.9% >99.9% >99.9% 99.9%
North America
Packet Success Rate
>99.9% >99.9% >99.9% >99.9% >99.9%  >99.9% 99.9%
Intra-Europe
Average Backbone Latency (ms)
28.1 28.0 27.9 27.7 27.2 28.3 <35.0
North America
Average Backbone Latency (ms)
39.8 39.7 39.4 39.6 39.6 39.6 <45.0
New York - London
Average Backbone Latency (ms)
66.7 66.7 70.2 66.6 66.6 66.6 <85.0
Los Angeles - Tokyo
Average Backbone Latency (ms)
99.4 99.4 99.4 99.4 99.5 99.4 <140.0

 

Customer Service Statistics

Cogent owns its fiber network end-to-end, enabling us to control virtually all aspects of the customer experience. We monitor the network right down to the customer port, which we check every minute of every day of every month of every year that we serve you.

We are equally diligent in monitoring our support team statistics. We don't want you to waste your valuable time in an endless call queue. While Cogent's superior network performance and near perfect billing accuracy rates keep our overall call volume low, we nevertheless strictly monitor statistics such as call answer time (how long did our customers have to wait?) and mean time to repair (how long until we resolved a perceived problem?). Our commitment is to raise your level of satisfaction to new heights. See our service statistics below (tracked and updated quarterly).

 

Customer Service Response Statistics2nd Quarter
2021
3rd Quarter
2021
4th Quarter
2021
1st Quarter
2022
Four Quarter
Average
Technical Support          
Average Answer Time for Inbound Customer
Service Calls (seconds) - Global
14 44 20 13  23
Mean Time to Repair (hours) - EU 1.0 1.5 1.0 1.1 1.2
Mean Time to Repair (hours) - NA 1.5 3.2 2.6 1.6 2.2
Billing Support          
Average Answer Time for Inbound Customer
Billing Calls (seconds) - Global
11 16 9 9  11

 

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Cogent Communications

  • Cogent is one of the world's largest Internet Service Providers, delivering high quality Internet, Ethernet and Colocation services across over 94,884 Enterprise and NetCentric customer connections. Cogent serves over 216 markets in 50 countries across its facilities-based, all-optical IP network.
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