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JCNEW2002

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Internet Down AGAIN

Like many other Cox Internet costumers for the past month our internet service goes out at least once a day if not more. Sometimes the service stays out for 12 plus hours sometimes an hour. I have contacted Cox and they said it was probably my modem because it was pretty old. I purchased a new modem 1/13/25 from Best Buy and called Cox to go through the process of installing and getting it up and running. We were very happy cause our WiFi was faster and thought Cox helped us solve our problem………NOT!!!!!!  The very next morning, 1/14/25, at 8:18AM internet was down again, luckily it only lasted 31 minutes…..; but then again last night, 1/15/25 at 8:28PM internet down AGAIN and it’s the next day 1/16/25 and nearly 9AM and it hasn’t come back on yet !!!! Cox always says NO OUTAGES in our area but obviously from what I’m reading here lots of customers are having lots of outages. Horrible, HORRIBLE service lately 

 

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WiderMouthOpen

Esteemed Contributor III

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Even though there has been a seemingly increase of people complaining of intermittent connectivity, I haven't heard of any problem that would effect Cox on a national level. Maybe something related to changes made to N+0 or mid split? What state/area are you in for trending reasons?

What model modem do you have and can you post the signal levels from 192.168.100.1? It would help to see them when the service is good and when the service is bad to compare. Also, look at the logs from around the time of lost service. Don't post the logs unless you edit out the HFC MAC address for privacy reasons. What you are looking for is critical items in the logs like T3/T4 time out errors. Last, how does the coax get from the street to the room the modem is in? Any splitters/amp/filter? Is it a house or apartment?

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JCNEW2002

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We have had great service up until a month ago, we’ve been costumers for 20+ years at the same location in Virginia home 

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WiderMouthOpen

Esteemed Contributor III

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Haven't heard of any issues in VA. CA, AZ, and OK, but not VA. Can you answer some of my other questions?

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JCNEW2002

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I can try to answer as we are an older couple and our sons help us with equipment hook up and what equipment will work with the service we purchase.  I try to learn as much as possible so not to bother my children but don’t know if I have all information you might need.

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WiderMouthOpen

Esteemed Contributor III

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I suggest getting your sons to help you then. I don't see how anyone here can help if no data can be provided.

Have you tried having Cox out to your house? It is important to rule out everything on your side before having one out though to avoid charge.

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Becky

Moderator

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Hi JCNEW2002, I understand the impact that intermittent internet dropouts have on a busy family, and I apologize that replacing the modem didn't resolve the issues. Intermittent internet connectivity issues do not automatically mean that Cox is having an outage. For example, there may be something impacting the network signal to your home, specifically. This is where the suggestion of a service appointment by WiderMouthOpen is a good call. The line to your home may need to be replaced, for example. So that my team can take a closer look at what's happening and schedule a service call, if needed, please email Cox.Help@cox.com. You can also reach us by chatting through the Cox App or www.cox.com/chat. 

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WiderMouthOpen

Esteemed Contributor III

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When you say that chat is "us" I think you mean Cox, and not the Social Media Team that the moderators are part of, right? IMO chat is bad. They are outsourced over seas and follow a very narrow script. You are better off emailing or calling in and asking for Customer Advocacy Group(CAG). Also, be aware that anything wrong past where the coax connects to your electrical ground is your property, and if the cause of your problem, will cost you for the technician. You can get Cox Complete Care(CCC) for 10$ a month but you have to keep it for 3 months to cover the cost of the technician. If the problem is before the ground, there shouldn't be a charge either way.

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