New Contributor
•
2 Messages
Service outages & no clear answers from support
Two times over the past week and a half, our Cox internet (in Charlestown, RI, zip code 02813) has stopped working for about 12 hours at a time (always going out around 8AM and coming back on around 8PM). This is a huge problem because I work from home, so internet outages wreck my whole work day.
We spoke on the phone with customer service several times, but were given different answers as to what was happening. The first time the outage occured we were told it was planned maintenance. We accepted that answer and just waited for it to come back on. The second time it happened (today) we were also told it was maintenance. When we called back again only a few minutes ago, the customer service person said she actually didn't think there was any maintenance, and told us to restart the modem (which was ineffective). She then said we would need a tech to come out and see what the problem is. However, the internet came back on almost immediately afterward- again, around 8PM.
I'm kind of puzzled that customer service didn't seem to know for sure whether or not there was a planned outage. I would like to know how we can find out for sure what the issue is, considering they gave us varying answers, which can't all be correct.
Related Content
Closed
2
Closed
6
Closed
10
0
Closed
1
2
MichaelJ
Moderator
•
1.8K Messages
0
0
DandN
New Contributor
•
2 Messages
Well, that's the main problem. We don't know if the issue can't be determined over the phone, because different customer service agents tell us different things. We were originally told it was maintenance. Yesterday, the first person we spoke to again said it was maintenance, but the second disagreed and said there had been no maintenance that day. It would seem strange for a customer service agent to be so poorly informed. Or was one of them not telling the truth for some reason? If the true answer is "we don't know, so a tech needs to check it out" that's perfectly fine, but then I would be confused as to why we were told otherwise in the first place.
We don't mind having a tech come out, but the inconvenience ought to be truly necessary. As it is, we have no way of knowing whether the problem is on our end or Cox's end because we can't get any definite information.
0
0
Tecknowhelp
Valued Contributor II
•
2.8K Messages
Well hot ***, someone from RI having the same problem as me. I am down in SK, right on the Charleston border. What is your node? Mine is SKE04.
Anyway, yea, I have been troubleshooting this issue for 3 months+. I even have a FCC ticket open and Cox only has a few more weeks to respond by mail or they get a nice little fine. See here for my thread. Good luck.
0
0