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JESinFC's avatar
JESinFC
New Contributor II
5 months ago
Solved

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...
  • JESinFC's avatar
    JESinFC
    4 months ago

    Thank you for following up with me. Just wanted to say for those that read this thread that the problem was in fact an issue in the Cox system, not anything at my house. As of today, according to callers, the sound quality is great and the issue is, for now, resolved.  Thanks Again!

    Jim

MarkHodges's avatar
MarkHodges
New Contributor
4 months 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

  • JESinFC's avatar
    JESinFC
    New Contributor II
    4 months ago

    Thanks Mark.  I have a tech coming on Monday.  When I got Tier-2 support tonight, the sound was breaking up so bad on her end, we almost couldn't communicate. She acknowledged it was a problem with their equipment or service.  She tried the usual - reboot the gateway, and no improvement.   LOL I even switched to a 197x Ma Bell touch tone phone plugged into the gateway to totally eliminate my Wireless phone as a potential problem. :-)

    Jim

  • JESinFC's avatar
    JESinFC
    New Contributor II
    4 months ago

    Mark,

    I received a callback from Cox today, informing me that they had in fact found an issue in their system and resolved it last night. I also had several incoming calls earlier today from friends who confirmed that the calls sounded fine; no breakup of the audio.  So it seems like the issue is now resolved. I did not ask for any technical details, but told the Cox representative that we'd monitor call quality and let them know if anyone mentions any call quality issues going forward.

    Jim