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joshdotjs

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2 Messages

Cox Business: Cell backup not working

We have a cradlepoint, which is for cell backup if the hardlined coax goes out. 

We want to simulate the cell backup to test it, so Cox advised us to unscrew the coax cable from the modem.

When we do this the cell backup never kicks in.  No matter what we do we cannot get the cell backup to kick in.

They cannot even figure out how to manually enable the cell backup - automatic switch over would be ideal - but at the very least we need to manually switch to it.

We have had several techs work on it, changed all equipment, submitted several NTT tickets, etc and no one can figure it out.

We are actually having cradlepoint cell backup issues at several locations and none of them can be fixed.

What do we do other than blast out on social media how this service does not work and ask the world for suggestions of what company is better than cox and help everyone get off of cox and onto a service that has a cell backup that works correctly?

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G

GregP1

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405 Messages

Hi Josh, I'm sorry you are having trouble with the cell backup service. 
I want to make sure I understand. Is the issue with our Stay Connect Wifi? https://www.cox.com/residential/support/understanding-stayconnect-wifi.html
-Greg

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J

joshdotjs

Visitor

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2 Messages

Hi Greg.

The problem is with this craddlepoint:https://www.cox.com/business/support/cradlepoint-e100-lte-backup.html 

The cell backup program is called "Net Assurance".

Here is the page for trouble shooting:https://www.cox.com/business/support/troubleshooting-your-cox-business-net-assurance-service.html 

We just cannot get ours to kick into the cell backup.

Any ideas?

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G
GregP1

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Moderator

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405 Messages

Hi Josh,

 

Thanks for the explanation. The moderation team assists with residential services. and have very limited access to Cox Business products and support.  The only equivalent we have with residential service is the Stay Connect Wifi that can be added to a Panoramic Wi-Fi. as I'm sure you can guess, is a much more simplified version. Since we don't have a separate section for Cox Business in the forums, I have updated Cox Business in the title at the top of the conversation.  

  
-Greg

(edited)

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