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New Contributor
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No internet
It seems like 2-3 times a year my internet stops working. According to Cox and the box it is working perfectly, but my computer can't connect. I know it isn't my computer because when I take it anywhere else it works fine (at a bakery now and connected in no time). When I call Cox they say it is working fine and can't find a reason, but they still send a tech out he fiddles around and says I'm good to go. Somehow it works fine for the next couple months and then we go rounds again. Well, as you guess, its happening again, and frankly I'm tired of it. Is there anything that you can think of as to why this is happening? Does anyone else experience this too? I'm at the point where I'm ready to switch internet providers, but that would mean getting a phone line in my area...not too happy.
Health_Edge
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Valued Contributor III
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" but my computer can't connect."
What do you mean cant connect? Cant connect wirelessly to your network? Cant load your browser or just getting the generic "Can't display the webpage" message?
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smtips
New Contributor II
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What have they said is wrong when they come out? You may want to find out EXACTLY what they said they did and what the issue was. When it happens again, call in and tell them they supposedly corrected the same exact thing 2 months before.
I have the same issue every three months with the service turning to garbage, I almost completely lose all upstream capability for several days. They think they found the problem this last time with a lot of noise on the line from some other home.
It is essential that you keep records of all contact, who you talk to, what they said, when you called, when the tech came out, what exactly the technician said was wrong, and what he did to fix the problem. When you have to talk to Cox again about the same ongoing issue that they really never fixed, you can show them the pattern of their ineptness and start demanding that they start looking beyond your home for this ongoing continuing issue. You may have to threaten to cancel your service and get transferred to the Customer Advocacy Group before they take you seriously. That is what I had to do before they'd cut through the c**p and actually get maintenance to do something. Recently a 7 year customer here on the forum has said he's moving to AT&T because of the same kind of things. These continual recurring issues for customers, and Cox doing the same exact thing every time and simply putting a band aid on it without even bothering to look further is unacceptable.
Customers should not have to waste their time every couple months because Cox refuses to admit a larger issue and investigate it when the customer calls every couple months about the same issues. They know there's more going on but the techs and Cox themselves are so inept they won't go and look back at your records unless you tell them to, to see that this is a continual issue. Why does cable cost so much? Part of the reason is because they keep sending techs out for the same repeating issues instead of correcting the problem in one or two visits or finding the issue beyond the premises.
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