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Intermittent Connectivity Issues
I recently moved and previously had zero issues with connectivity. From day 1 in the new home, the internet would disconnect every 90-120 minutes. I have contacted customer five times, twice over text and three calls. The first two were taking so long to respond I figured I would just restart the modem myself. That worked until the eventual disconnection about an hour and a half later. Finally I call, speak to someone who seems like he knows what’s going on and offers to send the technician out for free if the issue persisted. Great! The issue persisted, I call from work the next day but the new customer service rep insists I have to do the troubleshooting now for the fourth time. I ask if he can send the tech out and read the previous rep’s notes. He said he didn’t see any notes regarding sending a tech out and it could be a $100 charge because we didn’t do the troubleshooting. I decline and say I’ll call at home so we can do the troubleshooting again. I get home, call the service line again, same troubleshooting, same claim that the issue is fixed. I tell her that this is now the fifth time and what would it take to send a tech out. I get the same line from her to call back if the issue persists. At this point I’m wondering if there is some magic number of times calling customer service I need to reach before they actually send someone. I ask for a manager, who then says she sees no problem, but now it’s a potential $75 fee for the tech visit. On top of all this, I keep getting pushed to the app THAT WONT WORK IF THE GATEWAY ISNT CONNECTED TO THE INTERNET. So is it free, $100, or $75? Is it based on troubleshooting or is it based on complaining to a manager or getting the right rep? I’m debating terminating the service because of how awful it’s been dealing with them.
Slow down and packet loss almost same time every evening
Just upgraded my service to the 1GB and new modem was just sent to me last week. I upgraded due to this issue. Everyday around 430-5 pm my network slows a little bit, but the main issue is my packet loss jumps from 2-10% up to 30% and above. I cannot stream or play most of my games that I am actually a team member for due to this. Tried power cycling the new modem, upgraded the Ethernet cable, updated drivers and all that but no luck. I've tried to chat online with someone during normal business hours but when I do they don't see anything, which of course they don't at that time because it's running fine! I'm not sure what else to do!?Poor service
On 6-30-2025 at 1:30 pm while watching tv it al of sudden the picture went black. I got on the app and it stated that there was an outage and should be corrected by 4:21pm. I waited an hour and a half and returned to the app and it said that there was no outage. My tv was still out. So I started a chat. I asked for a live agent. The agent worked for about and hour on the issue with no help. I was posting on the chat the entire time. As I told the agent that the internet that it went out, they then after asked if the internet was working. Then I got both tv and internet back and I posted it. Then they both went out again and I posted again. The entire time the agent was one step behind. Then both came back and have been working. The agent then said to have a tech come out to look but I would be smart and buy an insurance plan so I would not have to pay. I have had the service one month and they tried to upsell me!
FYI - Once again, unable to perform Searches on Contour 1 DVR
The problem: On Friday, 6/27/2025, I encountered the following previously reported (and resolved) search problem associated with Contour 1 DVRs: While I can see the TV guide entries well into the future by scrolling through the guide, when I do a search for a specific show (e.g., "Mannix", "ABC World News") I am unable to get any hits (this time) beyond Monday, 6/30/2025. I have unplugged/waited-a-few-minutes/plugged in the DVR to let the software and guide reload, but that did not help. That day (Friday), I submitted the problem to cox.help@cox.com. Cox Help (CCI-Atlanta)/"Juan" quickly responded and submitted a trouble ticket (number CUI000017461739). As of this moment, 12:40 pm (Eastern) Sunday, 6/29/2025, the problem has not been fixed. I'll report back on this forum when the problem is resolved. The problem was most recently identified in this forum by RickH about a month ago. Background: This exact same problem has occurred several times in the past, most recently one month ago. Following are the occurrences and the associated ticket numbers: 6/27/2025 - (current occurrence) - ticket CUI000017461739 5/26/2025 - ticket CUI000017335487 4/4/2025 - ticket CUI000017198245 12/2/2024 - ticket CUI000016769324 8/16/2019 (I don't have that ticket number). Having the above ticket numbers should help the technicians more quickly understand and resolve the problem. I documented the problems in 2024 and 2019 in the Cox TV Forum under forum userid Jupiter852, and RickH reported the May 2025 occurrence in the Forum. Jupiter852Poor Quality
Does anyone know why COX internet is so more expensive than other companies when they provide a subpar service with terrible connection issues? I’ve never experienced issues as frequently as I do with COX with any other provider and even when COX does work it’s always mediocre at best. It’s always such a disappointment when you move to a new area and find out COX is the only thing available.
Intermittent internet outages
Anyone have this internet issue with Cox? I have panoramic wireless wifi service with cox cable. When we first got this service, it was great. Then we started getting periodic internet outages lasting 15 to 20 seconds each. This would happen 5 or 6 times a day. A Cox tech was dispatched to our house, made a few changes replaced cable ends, tightened connectors etc and told us it should be good now. Next day same problem. We waited a week or so and called Cox again. This time the tech replaced all of our cable boxes and said all should be good. Next day same problems. This time the tech replaced the panoramic modem and said all should be good. Next day same problem so we waited a week so so and called again. This time a supervisor and a tech were dispatched to our house. The appt was at 4:00pm. However, by 5:30, no phone call no tech and no supervisor so I called and was told they didn’t have anyone available to respond. No apology just said I would need to reschedule. The next time I went to the Cox Store in Williamsburg. The Cox agent was very understanding and said he put in an order for a supervisor to call me. That was 9 days ago and I’m still waiting for that call!!! I’ve been with Cox for 25+ years and this is about as poor as it gets for service. Has anyone had a similar wifi problem as we are experiencing. I’m 77 years old so 100% streaming service doesn’t appeal to me. However, something has to improve or a change will be in my future! Thanks Frustrated with Cox Service
Intermittent disconnects and slow downs
1- Kept going offline randomly. Cox tech came out and found a bad amplifier in the street box. 2-They came out, replaced the amplifier. Service got better, but started to get 'slow downs' where speed would bottom out randomly to 1-10Mbps. Sometimes it would come back, sometimes I need to restart the modem. 3-Another tech came out, she replaced the cable from the box into the house. Still have random connection issues. I have switched out modem and router on my end during this, the issue persists. Modem logs:Extortionists
I have just had Cox wifi set up today and it did not work for a single moment. I am now going to be charged even more money for a technician to come out and fix the mistake they made. Im being held responsible for the internet i paid for not working properly. This is extortion. Almost the definition of extortion to be honest. You are forcing me to pay more money for your company’s mistakes. Its unjust and unfair to me as a customer to force more money out of me just to have the service actually work properly. Congratulations, you won. You’ve successfully drained even more of my money than was previously agreed. If i had known this company was going to treat me this way i would never have signed up. You are extortionists. This is wrong.
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