Help Please !!!

Hello Stephanie,

Thank you for reaching out , but, I think  you misunderstood that part of my post.  I know it is long , but, its necessary so you can see exactly what has happened. 

Let me reinterate , I do NOT want to pay , nor should I have to Pay Cox Cable for a Business account / static IP address because the IP I currently have is Blacklisted for spam.  

I want my IP address  to be changed . I have unplugged my modem to no avail . According to another customer service rep of Cox Cable , via Facebook, I was told I have had this current IP number since August 2021. So it is not changing , not sure why .   I did find out however, according to SORBS that the IP was listed in 2019 as having spam , which is before I even had this number .

I feel like a victim .  I can not get proper assistance from Cox, I am having  Pay my cellular service to use high speed internet on my hotspot so I can work...  I can not afford two ISP , especially when in this circumstance , the IP provided by Cox is blacklisted and I am unable to work .

Thank you in advance for any assistance you can provide.  I just want someone in your IT department to change my IP.  I understand it might be a headache, but, I do need customer assistance.  I have been with Cox over 20 yrs  !

cburbo123

Unfortunately we don't offer static IP's for residential accounts.  Regarding the changing of your IP address, when you have a dynamic IP address it releases and renews every 24 hours.  When it renews it grabs the same one that was released.  You can try disconnecting your modem for a few days and that might change it to a new address but I can't guarantee that.  I'd like like to see the IP your seeing as blacklisted so I can look into this for you.  Please do not send it here.  I'll need that via email to cox.help@cox.com.  Thanks! 

StephanieS

Cox Forums Moderator

I work from home , I do research for various Universities - mostly of the AI nature .  The company has a very strict security policy and uses a third party , of which they do not tell us , that monitors IP Addresses.

My IP was flagged , and they said I could reach out to the sites that  had the IP blacklisted.  The website they gave is " what is my ip address ", and the cox cable IP address I have is blacklisted on SORBS.NET for spam . 

I tried reaching out to SORBS and get an automated response . I have spoken to numerous customer service rep at Cox and the only options I am given is to either 1)  Purchase a static /business acct , 2) subscribe to the customer care at the tune of $10.00 a month , or replace my modem and router.    These are not acceptable solutions . 'It appears there are descripancies between different reps . Stephanie said residents do not get business static IP , yet other reps offered to provide one.

Some of the customer service reps say my IP does change frequently, where as the customer service rep I last spoke with said they checked my IP and I had the same one since 2021.  IF that is correct , I was given a bad IP to begin with as SORBS.NET has it listed as being blacklisted in 2019.

The company states that my account is in excellent standing, and to either get a new IP , or I have the option of using a HotSpot.   I should not have to pay every month to use my cellular hotspot.  I am nearly 70, and went back to work due to the economy. 

I am not allowed to use a VPN or Proxy , so , Im in between a rock and hard place, and I feel very fustrated at this point .  

Thank you for reaching out , and any advise is greatly appreciated .

Being blacklisted by SORBS doesn't make sense in this context unless it's impacting your ability to send emails, as that's what SORBS is all about.  They track the email reputation of IP's as it relates to their sending of spam email but SORBS also has a poor reputation themselves of acting as extortionists with respect to their policies allowing for priority de-listing in exchange for payment.

With that in mind, I'm still not able to make a connection as to how being listed on email blacklists impacts your ability to engage in whatever activity you're doing.

As far as trying to change your IP address is concerned, it's true that your IP address assignment is dynamic, however, support agents don't have any tools to force a change.  Leases are granted for 24 hours (typicall) and the way the protocol works is after 12 hours, your device will ask if the lease can be renewed.  This is actually only the 1st time your device requests a renewal but the rest is probably more complicated than necessary for purposes of this discussion.  3 things you can do to force an IP change but some require more skill than others.

1. Leave the device connected to your Internet off for +24 hours.  Unplugging your Cox modem is the simplest way to explain how to do this effectively.  This might work whether or not you have an all in one modem/router or a separate modem.  Even after doing this however, you could still end up with the same IP address if another subscriber didn't end up requesting it so not absolutely guaranteed.
2. Connect a different device to your modem.  If you're modem and router are separate.  Connecting a different device to the modem then rebooting the modem will always get you a new IP.
3. Change the MAC address of the device connected to your modem.  As with step 2, if your modem and router are separate, you may be able to tell your router to report a different MAC address.  Upon doing so, you'll need to reboot your modem

Final thoughts, forcing your IP address to change can be complicated and doesn't really resolve the underlying issue.  Even if this is successful, you'll just end up pushing your problem onto somebody else.

Good Morning , 

As I said , I am not very IT Tech savvy ,   so bear with me .  I do not know why this is happening .  I was advised by my company my IP was flagged by a third party they use. I was given the website of " Checkmyipaddress ", so we are able to see what is blacklisted and try to get resolution .  

The " Activity " I do for my job is research . Other than that , my computer is used for banking , shopping , etc.  I do not play games on my computer , nor watch Movies . 

I did reach out to SORBS , and received a standare automated response. They say my ISP can reach out and get it de-listed. 

I was able to speak with someone about trying to change my MAC and also plugging my modem into my computer -  I was told this :  

*****   Most routers will not allow you to change the MAC (physical) address of the router. Though on a local network you could change your PC's Mac and cause a new IP to be given. Plugging your PC directly into the cable modem would be I'll advised. The ISPs often don't segregate the networks well and therefore make your computer quite exposed to neighbours on the same circuit.

So, with me not knowing exactly how to do this, I am not comfortable just changing information , pushing buttons , etc.  It would be my luck to shut everything down . 

Lastly , YOU SAY -   Final thoughts, forcing your IP address to change can be complicated and doesn't really resolve the underlying issue.  Even if this is successful, you'll just end up pushing your problem onto somebody else.

IF thats the cans , then in My Humble Opinion  -   Cox Cable pushed someones problem on me . This is Cox Cables Problem ,  as it is their IP  . They need to resolve this issue.

I guess after over 20 yrs as a customer , I will have to move to another service . I have to work , and can not with the current IP 

Can you share what application you're using to perform this research?  That might help us understand why the problem is occurring.

I have given my job information to Cox repeatedly .  I spoke to someone who said they are a " liaison " between me and the  Cox IT department .   Not sure if that is actually correct.  I was advised Cox reached out to my employer , and asked for the IP to be delisted or whitelisted is the term she used. 

My job explained to them , they did not Blacklist their IP .  I work on Chrome Browser . 

I would have prefered to speak directly to the IT , but, was told I would need to pay for their customer care service at a rate of $10.00 a month.  Im not doing that , nor am I purchasing a static business account or buying a new modem and router . 

That is not logical to me , as my Job did not blacklist Cox , its another company and reported by their platform security . 

I am nearly 70, have returned to the workforce due to this economy , and it really defeats my purpose when I will have to spend a substantial amount of money to rectify this situation.

For now, Im using my hotspot to work , and if Cox can not resolve this , I will  have to use another service. As stated, I have been with Cox way over 20 yrs . Im hoping someone will find a solution , other than me going to another company.

Again, my sincerest thanks for your suggestion and input . Have a blessed day . 

It was also listed on Spamhjaus . Then why is the IP on the black list .I am  not tech savvy about this .  I simply want to work .  

You say I can connect my laptop to the modem. Would this be with the cord that connects the modem to the router ?  If so, there is no place on my computer to attach it . I have ubs ports only . If you can tell me how to do that , I can try as long as I do not need to have it connected to work .  My router , modem Tv, smart hub are all connected in a small space together 

Can you explain how to change the MAC ID on my router , or why replacing a router would change IP ?  I would prefer changing the MAC ID.  Would this affect all of my other smart items such as my lights , echo , etc ?

Thank you for so much information , this is very much appreciated.

Just to add if there is a cord maybe 20 to 30 ft long where I can connect my laptop to the modem , that would work out.  But, I would prefer to change the MAC ID.   Not to be rude to Cox Cable Reps  , because I greatly appreciate all help , but, why didnt Cox Cable tell me this ?  I called and wrote the Corporate Office .  You have told me more than Ive learned in the Month dealing with Customer Service .  Again , my sincerest thanks

Like I said, it's SUPPOSED to show up, if it is on the PBL and/or the XBL. 

If your laptop doesn't have ethernet, (rare), get a USB to ethernet adapter. Very inexpensive. 

Thank you for your response , very much appreciated. As stated , I am nearly 70, and do not have the Tech IT expertise many here do . I have decided to take another route in getting this resolved . Your time , explainations and assistance has been greatly appreciated . 

Have a blessed day.

Being 70 is not an issue, I am almost 65. Not too much distance between us, in fact my first submarine was a diesel electric, not a nuclear boat. Being old doesn't stop us from constantly learning!