Cogent Communications

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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 Statistics Oct
2024
Nov
2024
Dec
2024
Jan
2025
Feb
2025
Mar
2025
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)
27.7 27.5 27.7 27.8 27.8 28.1 <35.0
North America
Average Backbone Latency (ms)
37.5 37.6 37.4 37.5 37.6 39.0 <45.0
New York - London
Average Backbone Latency (ms)
68.5 68.5 68.5 68.5 68.5 68.7 <85.0
Los Angeles - Tokyo
Average Backbone Latency (ms)
103 103 103 104 106 107 <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 Statistics 2nd Quarter
2024
3rd Quarter
2024
4th Quarter
2024
1st Quarter
2025
Four Quarter
Average
Technical Support
Average Answer Time for Inbound Customer
Service Calls (seconds) - Global
14 19 15 14 16
Mean Time to Repair (hours) - EU 1.3 1.8 1.4 0.8 1.3
Mean Time to Repair (hours) - NA 2.2 2.8 2.0 1.6 2.1
Billing Support
Average Answer Time for Inbound Customer
Billing Calls (seconds) - Global
18 18 17 18 18

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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 123,383 Enterprise and NetCentric customer connections. Cogent serves over 264 markets in 56 countries across its facilities-based, all-optical IP network.
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