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fernando1110060

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How to get refund for crappy service

50% packets loss on my router , yeah I constantly check if there’s always something with packet loss but coz doesn’t send out a “email” saying hey theirs packet loss , we got team checking in the lines or something but they cry bc someone is being honest and frustrated with the issue of cox and the WiFi , so please , I need to get refunded for this month , give me the number I don’t use email , 

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LatoyaJ

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174 Messages

fernando1110060, The Phone number is: 888-438-6673.


-LJ

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Darkatt

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You do not indicate if you are using a Cox Pano wifi modem, or a Cox modem, and personal router, or all personal equipment. Are you using WiFi or ethernet? There are a number of reasons for packet loss, bad wires, bad router, bad ethernet, high cpu usage on your computer/laptop/tablet/etc etc. 

 

These forums are primarily for Cox users to help one another. If you would like some help in ascertaining where the problem is so it CAN get fixed, provide some info. If all you want to do is kvetch, then by all means call Cox with the number you were provided by LatoyaJ. 

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fernando1110060

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Dark I understand what these forums are for , they are helping me realize that cox is buns , the router is giving off packet loss bro , I do a SPEED test every time the internet acts up , the tech that showed up for the SECOND time changed the wire, cool it’s better then the first visit where the first tech was just annoyed of work , going back the internet is still lagging if you are saying weather effects or blah blah it’s not gonna help , I’m losing 50 and below percent packets loss , even the goofy fake ai bots on here said they saw packet loss on the router , even if I check it on my laptop, still does the same thing,either the channels are sooooooo congested that I need my own channel would be cool but I can’t, yknow what , bc I have to FREAKin email them , 13 steps back no steps forward , I just want to know if this issue can be fixed either at home or just recall the same tech from the second vist so he could waste his time (I’m not gonna get charged for this vist bc I have screenshots of the packet loss so good luck on charging me anything ) so dark I’m asking nicely bruv , either I send you the screen shot of the packet loss or figure something out with me idk if you volunteer to help cox for free ? But it’s not good enough, thank you 

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GregP1

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Hi Fernando,
 
I’m sorry to hear you’re still dealing with frustrating packet loss and lag  that’s definitely not the experience we want our customers to have.We appreciate you following up and sharing that the second tech visit improved things after replacing the line. To help get this properly resolved, we’ll need a few more details so the right team can investigate:
  • Are the speed/packet loss tests being run on WiFi or a wired Ethernet connection directly to the modem?
  • What exact packet loss percentages are you seeing right now, and on which device(s)?
If you can reply with that info (and optionally attach or describe the screenshots), we can escalate this faster — either by having a specialist review the line or by getting the right tech scheduled.For a refund/credit request:
The fastest way is to call our Retention or Billing team directly. You can reach them at 1-877-206-4210 (or the number previously provided by LatoyaJ) you can alos email us directly at cox.help@cox.com We’re here to help get this fixed, not just trade messages. Let us know those details and we’ll push this forward.


-Greg

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fernando1110060

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it’s wireless speed test also the packet loss take a wide range from 1% to 50% but regardless I can’t even check it now cuz my internet is acting up weather is not to blame ) so I just want to know if the packet loss is on my router so I could get it replaced 

—— packet loss percentage I’ve gotten ——

•47.9 % packet loss basically 50% (round up ) 

•3.70% 

•23.6 %

•25.2%

1.17%

2.27%

0.81%

0.63%

•38.9%

1.26% 

2.31% 

•25.1%

0.47 %

1.60 % 

That’s all the packet loss I’ve screen shotted 

I’ve done the speed test on my phone and I’m pretty sure it’s gonna be the same if I did it on my laptop 

(edited)

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GregP1

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Hi Fernando.

 

If this is a Cox Panoramic Wi-Fi gateway you can swap it out at a Cox solution store. or we can help schedule a tech visit. 

 

-Greg

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fernando1110060

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@GregP1​ so it’s the router that’s the issue ? If I switch it would it stop the packet loss and be stable again ? 

(edited)

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