How can we resolve this

Hi,

This home was wired for cable around 30yrs ago. The installer put the line thru the attic which was great for the first 20yrs. Now I have issues with both cable and tv service. Cox won't service the wiring in the attic anymore.

A couple months ago I did have a tech come out to look at the internet, replaced something on the side of the house and sold me a modem/router combo unit. There was much improvement with my speeds and I appreciate that. I'm still experiencing problems tho. The internet won't work at times...my nic says im connected but web pages come up with not found. I have critical errors in the logs which I have no clue what they mean. The service seems slow, yet speed test says im blazing fast. It seems like it takes forever to connect to a site sometimes. Sometimes web pages aren't displaying all the content (background, colors etc). If Im watching a video I'll get buffering and the video justs sits there buffering endlessly...I have to reload the page, then the video will play fine with no buffering.

The cable box with dvr will boot several times a day. It will display incorrect time. On demand says try later. If I disconnect the coax from the dvr and then re-attach several times it will eventually get happy and display the correct time and work properly, but the next day I have to repeat this procedure again. I switched out the cable box dvr to see if that helps and it's as bad as ever. Picture on the tv looks okay...some tiling and sound cutouts but not often. I entered the diagnostic menu and my snr in oob is around 18. The cable line at this dvr shocks me if im holding the cable and touch the box with my other had. The tech got shocked too when he replaced the connection on the side of the house. He said it was coming from my house. We have checked all the outlets for ground loop and the are all fine. We do have another dvr cable box in another room and it never has issues and it's coax does not shock.

I can only go by the tech's word that all these issues belong to me. We do pay for the wiring protection, but it's no help if they won't venture into the attic. I commented to the last tech about replacing the ends of the cable ourselves, replacing splitter and amplified splitter and running new coax up there. He sort of said I can't purchase products of the same quality cox uses at home depot. So where does that put me? I will force my husband to work in the attic if he needs to. Will cox supply the materials we need?

Just a comment on the bundle business. We are bundled up the wazoo. The problem is the only thing that works as desired is the phone. When you call for support it's broken down into internet or tv and apparently if you complain about internet they won't take a peek at the tv. For sure something is affecting both internet and tv.

We have a long history with cox. Most of it being sort of poor customer service. Problems really came to a head about 3yrs ago with dns problems on our computers. I had my own wireless router and wanted to verify dns addresses with cox support. They refused and told me to call linksys. They said they didn't have to help with dns. Linksys did help even tho we were out of warranty...Now thats customer service! I use googles dns now with no more dns errors. A couple days after this occured my next door neighbor asked if I was having internet issues. I told her I had and they were dns issues I fixed myself. She was having issues with netflix and I looked at her event logs and she was too having dns issues. I told her how I resolved the same issues and she said she was just going to call cox. Cox came out on at least 2 occasions then to the pole in our back yard. After this her netflix worked but our stuff began to degrade in performance. It took 1 hour last night to get on demand to work so I could watch Homeland on demand. I am frustrated. My husband had rotator cuff surgery and getting into the attic is a hardship for him. He has replaced cable and put new ends on already.  I just want stuff to work without having support do little and tell me to "hire someone". News flash...I'm not hiring anyone! My electrical service is good. We had our service upgraded about 6yrs ago. Nothing else in the house shocks me. I'm betting it is the amplified splitter up there and I shouldn't have to buy one when I'm paying the extra cost for my wiring protection. I won't hire someone, instead I'll switch to Century Link and they will do new wiring for free. I would pay less for Century Link as well and it can't be any worse than What is going on now. The email outage is sort of like the icing on the cake. I have reached the tipping point here. I would love for someone to look at the modem logs and look at the dvr diagnostics. Please help

Mary