Intermittent service

For the past 2 weeks I have had intermittent connection. The fancy Panoramic modem/router will lose connection anywhere between every 5-30 minutes. I got a replacement panoramic device and new cables. I have reset it on my end and through customer support. This does not seem like an isolated issue as a simple google search shows many other have had this problem for the last 5 years. Another issue is I do not wish to pay for a tech to come out here an tell me my hardware is good and can’t diagnose at their level and then pay for another tier technician. I would like a refund for the time it has been intermittent and until it is resolved then I would be comfortable paying for your physical support.

In the time it took me to post this, it has gone out twice.

Edit: Since posting it has gone down twice again.

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JuanC

Moderator

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94 Messages

Hello. I'm very sorry to hear that you are having intermittent issues. Please reach out to us at cox.help@cox.com, through Social Media like Facebook, Instagram, X. You can also reach us through chat service at https://www.cox.com/residential/contactus.html or call us at 1-800-234-3993

Cox Forum Moderator

-Juan

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Plenumrated

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3 Messages

Juan,

I appreciate you sending this. I have already requested a technician to come out but due to our conflicting schedules it wont be for another 2 weeks. Also, they are sending just a normal tech to check my brand new hardware I just replaced so my guess is this issue will persist past that visit….also service dropped 3 times while I was on the call and the operator could see the service loss but then also said everything seems to be working fine.

I will update again post the tech coming out.

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wendylf001

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1 Message

Service has been spotty for me, too. Last few days during very early morning hours before most people are awake. Also in the evening. I have one smartphone and one chromcast and my internet keeps dropping the connection. I just switched to Cox 3 months ago and regret it now.

(edited)

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ColleenD

Moderator

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1.7K Messages

@wendylf001
Welcome to the Cox Community Forums! I can see how this would be frustrating, since I know how important it is to stay reliably connected. I want you to be able to enjoy the full use of your service and would love to help get this connection trouble sorted out. It sounds like you don't have a wired device to test with, so I recommend logging into the Cox Wi-Fi app to check your connected devices and see what wireless signal strength the devices have. You can also run a speed test in the app which will show you the modem's connectivity to our the Cox network.

If you are seeing lower than desired wireless signal strength, it doesn't necessarily indicate the device or service is bad. There are environmental factors to consider. You may be able to make some adjustments that would resolve the trouble. Where is your modem currently located? We recommend the modem to be centrally located in the home, up off the floor and away from other electronics in order to experience the best Wi-Fi signal coverage. See more tips on maximizing your network at https://www.cox.com/residential/support/ways-to-improve-your-in-home-wifi-network.html

If you need additional assistance with your service, please email us at cox.help@cox.com with your name, account information and the particulars. Please include a reference to this post in your email. You can also reach us on Twitter/X @CoxHelp, or visit us on Facebook.

-Colleen

(edited)

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Intermittent service

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wendylf001

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