Why do the Cox:

mobile app,
website, and
customer support group

all provide false information regarding local network status/outages now? Previously the app & website provided accurate/timely outage information, and you could get SMS updates on top of that. Now, everything/everyone within Cox says the network is working normally (technically true if unacknowledged outages = normal.)

If you're having an outage, publish that information so that your (likely soon to be former) customers aren't wasting their time calling your script kiddie support team to try and troubleshoot "mystery" issues - only to be told that there are no local outages/issues.

Over the past several months, my (Ubiquiti) network gear has been warning me of intermittent Internet outage & latency issues. Thinking it was getting time to replace my Arris SB8200 modem, I purchased a new Arris S34 modem but held off swapping since the issues seemed to clear up on their own.

Yesterday, August 21, 2025, starting at around 1:15PM PST - my network gear started warning of connectivity loss & traffic latency issues, and it was a prolonged bout this time, so I:

Checked both the Cox app and website, and both said no issues.
Did remote diagnostics via the app, and that reported no issues after remote cable modem restart.
Called Cox support, asked if there were any issues on Cox local network, was told that Cox network was fine.
Did the cable modem swap to the brand new, still in the box, Arris S34 cable modem while on the phone with the support person.

The attached image shows the results & timeline as recorded by my router (which continually monitors & logs connection events down to the second):

green = normal Internet connection,
red = connection outage,
yellow = high connection latency or packet loss

So, we know that:

it wasn't an issue with customer premise equipment issue (common fall guy for service providers like ISPs) since the outage occurred & continued with two different cable modems - one of which was brand new,
couldn't have been an issue with the in-house coax cabling unless it has the miraculous ability to self-heal - not likely,

So, what could it have been Cox? Possibly an issue on your network that you refused to acknowledge despite having provide actually useful/informative tools previously?

Providing timely & accurate network status information was one of the things that used to set Cox apart from its competitors. Knowing that there was an outage, that they're aware of it & working to address it, made these sorts of issues much more tolerable. Being gaslit on multiple fronts has completely undermined ~25 years of customer goodwill, and has opened the door, very widely, to your competitors.

Welcome to the Cox Community

Distorted attached photos

Related Content

Recent Discussions