150 bucks a month(Just NET) 150 calls to CSRs.. Net instability

Question

Arris Router(Surfboard SB6190) + ASUS Router (RT-AC5300), beast equipment&lt;which is the first to get the blame&gt;
Let start with the current issue, 150 bucks a month for 300 down and 30 up, or in my case 98 down and 0.07 up. Money well spent, huh? Kicker, this was happening last month, multiple calls, three techs, finally one replaced wires, and presto amazing month of net, and bammm back to square one.&nbsp;
I have been a cust for over 10+years, referred so many people to the company, now I am about to switch to ATT 1gb down when they get here, cause this is the worse experience I had had, with no long term solution. Oh by the by, both modem and router are less than a year old, tech that came out tested my equipment (no issues). Which my IT degree can only take me so far, good thing the CSRs on the phone know to say you may need to buy a new modem everytime..

latitias · Answer

Hi Fumbles007,

I am sorry to hear of your chronic service issues.  I would like to take a closer look at your account to see what we have done and what we need to do in order to get this resolved.  Please send me an email with your account details (name, address) to cox.help@cox.com.  I look forward to hearing from you soon.

Latitia
Cox Support Forums Moderator

djgem · Answer

Cox always blames you, your equipment and anything else they can so as to no take the blame for their lousy service. If you have the ability to switch then do it! Run for your life!!!!

fumbles007 · Answer

So I emailed that, and to my surprise they just wanted to troubleshoot my net over email.. Which is something I have done non-stop over this entire duration. Reboot, reset, resend, "need a tech?" I have yet another tech coming this Sunday.. I get you all want to keep this within quiet comms, but this is just insane, and people should see the "possibilities they could face." I stream on twitch, and when I get 0.56 upload speed and people ask me who my ISP is, I don't lie about it, and it only looks bad. One, it costs me viewers, and two, it makes Cox look like poor service.

fumbles007 · Answer

DATE&nbsp;/&nbsp;TIME&nbsp;&nbsp;PINGms&nbsp;DOWNLOADMbps&nbsp;UPLOADMbpsDISTANCEmiLOCATION&nbsp;/&nbsp;SERVERPROVIDER

2/2/2018&nbsp;10:21 PM

58

258.79

1.35

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

2/1/2018&nbsp;11:07 PM

27

328.22

6.18

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

2/1/2018&nbsp;9:57 PM

22

320.44

4.68

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/30/2018&nbsp;11:28 PM

22

345.14

16.97

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/30/2018&nbsp;11:18 PM

23

278.20

24.26

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:45 PM

31

270.52

31.54

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:33 PM

23

220.77

31.68

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:33 PM

24

326.62

32.00

~ 100

Columbus, KS
Optic Communications

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:19 PM

69

342.24

14.25

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:05 PM

49

266.15

13.43

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:04 PM

28

375.39

16.95

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:04 PM

23

346.33

5.61

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/29/2018&nbsp;10:03 PM

18

350.24

14.50

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/28/2018&nbsp;10:52 PM

26

293.75

10.40

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/22/2018&nbsp;12:14 AM

20

277.35

31.90

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;4:29 PM

27

342.48

31.95

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;5:20 AM

25

241.71

0.07

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;2:45 AM

25

127.90

0.21

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;1:34 AM

20

266.59

0.51

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;1:28 AM

24

262.44

0.42

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/21/2018&nbsp;1:14 AM

25

327.66

1.63

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/20/2018&nbsp;10:54 PM

20

131.26

0.13

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

1/20/2018&nbsp;10:41 PM

26

228.10

0.07

&lt; 50

Bixby, OK
BTC Broadband

Cox

&nbsp;&nbsp;&nbsp;

dannys · Answer

Hello Fumbles007,
Sorry to see you are still having connection issues with your service.  We see you have an appointment scheduled for a tech to return.  They should be able to address these concerns.  If you do need our assistance after that appointment, please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com for further assistance.

Forum Discussion

150 bucks a month(Just NET) 150 calls to CSRs.. Net instability

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DATE / TIME	PING ms	DOWNLOAD Mbps	UPLOAD Mbps	DISTANCE mi	LOCATION / SERVER	PROVIDER
2/2/2018 10:21 PM	58	258.79	1.35	< 50	Bixby, OK BTC Broadband	Cox
2/1/2018 11:07 PM	27	328.22	6.18	< 50	Bixby, OK BTC Broadband	Cox
2/1/2018 9:57 PM	22	320.44	4.68	< 50	Bixby, OK BTC Broadband	Cox
1/30/2018 11:28 PM	22	345.14	16.97	< 50	Bixby, OK BTC Broadband	Cox
1/30/2018 11:18 PM	23	278.20	24.26	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:45 PM	31	270.52	31.54	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:33 PM	23	220.77	31.68	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:33 PM	24	326.62	32.00	~ 100	Columbus, KS Optic Communications	Cox
1/29/2018 10:19 PM	69	342.24	14.25	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:05 PM	49	266.15	13.43	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:04 PM	28	375.39	16.95	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:04 PM	23	346.33	5.61	< 50	Bixby, OK BTC Broadband	Cox
1/29/2018 10:03 PM	18	350.24	14.50	< 50	Bixby, OK BTC Broadband	Cox
1/28/2018 10:52 PM	26	293.75	10.40	< 50	Bixby, OK BTC Broadband	Cox
1/22/2018 12:14 AM	20	277.35	31.90	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 4:29 PM	27	342.48	31.95	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 5:20 AM	25	241.71	0.07	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 2:45 AM	25	127.90	0.21	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 1:34 AM	20	266.59	0.51	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 1:28 AM	24	262.44	0.42	< 50	Bixby, OK BTC Broadband	Cox
1/21/2018 1:14 AM	25	327.66	1.63	< 50	Bixby, OK BTC Broadband	Cox
1/20/2018 10:54 PM	20	131.26	0.13	< 50	Bixby, OK BTC Broadband	Cox
1/20/2018 10:41 PM	26	228.10	0.07	< 50	Bixby, OK BTC Broadband	Cox