Contributor
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47 Messages
MPDERATOR PLEASE* Ongoing internet disruption effecting IP phone service in West Suffield ct 2+ years, no resolve
our area has called repeatedly regarding the ongoing issues with internet drop-outs in the location above which result in brief or limited phone service.
in some cases, the number calling in will appear briefly on the TV if on but the phone will not ring
or...
You will get a busy signal or "subscriber not available message"when trying to call in to a residence weather having cox phone service or a private I.P. phone service......
and...
has happens with Cox Cisco modems or a proved owned modems as I use
I've recently switched my residence to a private i.p, based phone service and only subscribe to Cox internet currently. We still have the phone issue even with a different service, ...
Being cox phone service is internet based, and the techs haven't resolved this as was told recently its a "system problem, were aware of", were does a subscriber turn before filing a complaint with a governing agency or organization to get some publicity on this as calling, documenting, complaining and having countless techs out isn't working over the past 3 years, recently time frame being the most severe.
Is this being addressed and when is a solution expected please?
Accepted Solution
turtle-speed
Contributor
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47 Messages
"yes, I no there is an ongoing problem but were not going to fix it, thank you" ...if you had writen this, I'd respect cox a little more then going in circles as we casually do.
feel free to close this thread.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
First, to clarify, you are having on and off issues with phone AND internet? First you said
"the number calling in will appear briefly on the TV if on but the phone will not ring"
But then you said
"private i.p, based phone service and only contract internet currently. "
Also, what modem/eMTA do you have? I don't understand
"This happens with Cox Cisco modems or privet lyrics owned modems as in Netgear."
IE do you have a Cisco phone modem and Netgear internet modem? Either way, can you post the signal levels? If you just want to work with a moderator, that is fine, I am just trying to round out the issue. Off the top of my head sounds like noise issue in your area causing modems to go offline sometime. Did Cox ever give you any kind of MNT or ONT ticket? That would be where I would start but still need more data.
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turtle-speed
Contributor
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47 Messages
...bmp
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Becky
Moderator
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4.3K Messages
I'm sorry that issues with your phone led you to cancel Cox Digital Telephone Service. If there is a system problem affecting telephone service in West Suffield, this is the first time my team is hearing about it.
When you notice the issues with “limited" phone service, do you also notice problems connecting to the internet? Are you able to go to different web pages? What other internet issues do you notice when this happens? Do the lights on the modem change during this time?
If I have found the correct account, the signal levels to your Netgear CM400 look fine. However, there is a newer version of firmware available. While I don’t know if updating the firmware will address the issues you’re experiencing, we can certainly give it a try. Did you ever email my team as suggested in a previous thread? I want to verify your account address before further troubleshooting.
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turtle-speed
Contributor
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47 Messages
Thank you Becky,
this issue is more of a concern for me about two miles down the road at my parents house. Cox techs has been out there repeatedly and actually there as I type saying everything's normal...again. ughh!
they go from one street to the next with similar issues, net related in the end. I believe you can pull the service records and tickets for people around my location and see for yourself.
I can a sure you it is an ongoing system issue that effects the whole area locally. ,,actually, just ask a tech and they'll tell you as there frustrated too I'd say
AS for internet, the net will "pulse"{noise) so to speak and this is what effects the phone service being its net based. The web based computer or tablet use isn't a huge issue as the pulse or really quick "Burp"in the system doesn't effect web services as drastically
I'd guess an internet phone service is more dependent on a constant, level uninterrupted signal then say, a computer downloading.
As Cox is a company dependent on revenue, my guess is the issue is most likely cost prohibitive to fix.(direct buried wiring compromised in locall developments built in 70's perhaps? In this immediately area) This has been the case with the power service,and copper phone lines direct buried under the roadsides as lighting strikes in the area have taking there tole over the years. I am NOT referring to local home drop lines, I'm referring to compromised infrastructure.
After any rainy period, drastic temperature change, or other various weather factors the phones will have issues described above in this area, Its been recorded multiple times buy various subscribers.
The repeated misdirection regarding this is my reason for canceling after 19 years.
What, if anything does the future hold regarding the reliability of the system?
Thank you
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ChrisL
Former Moderator
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7.1K Messages
We'd be happy to look at your parent's connection if something is going on. They can feel free to reach out to us or feel free to email us at cox.help@cox.com for further assistance. Note however if you're not listed as an authorized user on their account we'll be limited to offering basic technical assistance.
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