Cox Connect 2.18.2 for iPhone 11.0.3 - Service Status for Internet

Hi, try closing all of your open apps on your phone to see if that corrects that message, bthen I'd suggest try moving closer to the Router to see if the message goes away.  Other than that, if it displays your network name, it's clear you're connecting to your Router.  Let us know what happens.  

Carol, 

Thanks for responding to my post. Cox Connect is the only app running and I'm sitting 3 feet from my Apple Time Capsule Air Port. I've also turned off Cellular Data to ensure the "App" is truly connecting via my WiFi. Same results - the"App" knows who I am but cannot delineate that my ethernet connection is alive and well.

Thank you,

Tim....

Carol,

A few more pieces of information that may help resolve this issue.

1. Menu, Settings, Troubleshooting, Internet shows <No Modem Found>.

2. Menu, Settings, Troubleshooting, Error History shows multiple errors - current error reads:

Error: 920|Wrok Orders Fetch Failed

Date:2017-10-16 14:48:01 +0000

Details: Could not fetch work orders

From:{

    Error:112|Unrecognized Object

    Date:2017-10-16 14:48:01 +0000

    Details: Unable to create expected response

    from the response data

}

3. Home, Service Status, Troubleshoot Services, Scroll to My Internet Dialogue Box and select Manage Preferences takes me to a "My WiFi" page indicating I have an ineligible Modem. 

4. My Cable Modem Model:RAR8200 with a matching Mac Address.

Possible problems;

1.  Perhaps "App" is expecting a combo WiFi/Cable Modem - I have a separate WiFi device and dedicated DOCSIS 3.1 cable modem?

2. Incorrect Client/Server QueryResponse due to error messages listed above?

I'm positive the COX System knows I have a good internet connection but now the fun part is trying to propagate that information down to the "App", 

Tim....

Thank you for the updated information. Are you seeing the same information when you log into the website?

Stephanie,

Thank you for looking into this issue.

The answer to your question is that Cox Website does not have a dialogue box to indicate the connectivity status of my internet service. It is also missing WiFi Store, Nearest Store Location, Data Usage, Error Messages and etc.

Unfortunately, it appears that the Project Leaders/Developers of Cox Website and the Cox Connect Apps are not collaborating. I say this because the only thing that appears consistent are customer name and billing information - nothing else is the same. 

And from most of the documentation on "My WiFi" it appears the "Apps" developers are only focusing on the Netgear C7800 WiFi/Cable Modem DOCSIS 3.1.

Thank you,

Tim....

I will need to review the account and user name. Please don't post any account information in the public forum. Please email us at cox.help@cox.com with the account details and a link to this post.

Stephanie,

Thank you for responding.

Account details sent.

Tim....

Stephanie,

Looks like as of this morning the Cox Website user home page has been updated to include a My Internet Dialogue Box. Unfortunately, it also indicated that I do not have internet connection just like the Cox Connect App.

Progress is a good thing.

Thank you,

Tim....

@ces1946

The internet connection issue should clear up to please let us know if it doesn't.