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Zwinmar

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2 Messages

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Internet Keeps dropping

Seemingly at random my internet will just quick working. I go on and try to find if there is an outage and each time its a problem in the line somewhere, not with my hardware, yet I get attitude from the service rep. Why exactly am I paying for service that is inconsistent?

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MichaelJ

Moderator

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1.8K Messages

Zwinmar, I am sorry to hear that you have been experiencing intermittent internet connection issues. Also, I apologize for any rep giving you attitude, that is not the customer experience we want for you. I can help troubleshoot internet connection issues and schedule a tech if needed.

Please contact us through our Social Media accounts or by email, so we can further assist you: cox.help@cox.com Or Twitter @COXHELP, even Facebook messages.

Thank you,

Mike J.
Social Media Support Specialist

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dwolvin

New Contributor

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1 Message

I'm not with Cox, but my Gateway/Router slowly died and caused intermittent issues.  See if they will swap the hardware.

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DanniAck

New Contributor

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6 Messages

Same issue!  It dropped 5x's just while on the chat with tech support!
Says once again I need to have a tech out - then my tech call gets cancelled and I get told it's not something they can fix it's an internal issue - then nothing gets done - no credit for the service I am paying for and not getting!
They blocked me for complaining on Facebook!

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Zwinmar

New Contributor

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2 Messages

Yep, outage again today for about 10 minutes. This is beyond ridiculous. They say they are sending out a tech and it keeps happening, over and over and over. 

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JonathanJ

Former Moderator

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1.9K Messages

@Zwinmar

Cox works diligently to limit the amount of downtime experienced by our customers. You can view outages and sign up to receive alerts on www.cox.com/.../outages.html.

Jonathan J
Cox Moderator

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N_Phx_CoxCaptiv

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1 Message

I’ve had the same intermittent issues In the 85032 area for >10 days now.  Calls to tech support get me nowhere and the latest ticket (text updates saying “Our technicians continue to work to resolve...”) has been open/ongoing for over a week now.  There has been “utility work” in the neighborhood that coincides with when this problem started.  If that’s the issue, say so!  If it’s not, what kind of outage takes over a week to resolve?!?

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Jem417

New Contributor

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3 Messages

Having connects drops all day. upload speeds for me right now is 0.04. I work from home, this is unacceptable!  

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JonathanJ

Former Moderator

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1.9K Messages

@Jem417

I show there was an outage earlier in your area which has been resolved. Currently showing your modem not receiving a signal. Please unplug the power cord for 2 minutes and check the coax ends to make sure they're hand tight.

Jonathan J
Cox Moderator

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Jem417

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3 Messages

I have no internet connection as of the time I'm writing this. I spoke with a Cox Rep and told me to swap out the modem at the Cox store. So I now have a new modem but no connection

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CrystalS

Former Moderator

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440 Messages

Hello Jem417,

You are currently in an outage with an estimated repair time of repair of around 6 AM. Please check online at Cox.com or the Cox app. You are able to sign up for texted updates on this outage by clicking on the message and inputting a cell number. -Crystal S. Cox Support Forum Moderator

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jmcn84

New Contributor

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4 Messages

Same!!!!

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jmcn84

New Contributor

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4 Messages

Randomly drops all day long on all devises. Modem never seems to go down completely. connection resumes 30-60 sec later.  No reps answer in that time frame. nothing they can do they say! 85023 

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JonathanJ

Former Moderator

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1.9K Messages

@Jmcn84

I checked the surrounding area and not showing any issue that would be affecting the service. The modem is showing some timeouts (T3) which could cause an intermittent signal. Please try unplugging the power cord and unscrewing both ends of the coax cable, also make sure the cable has no kinks and the conductors (copper pin) aren't bent. If the doesn't help we would need to schedule a technician out.

Jonathan J
Cox Moderator

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jmcn84

New Contributor

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4 Messages

Will try, Thank you. Better answer than when trying to reach out on the phone. 

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MichaelJ

Moderator

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1.8K Messages

You are very welcome, Jmcn84. If you need to schedule a tech to come out, send us an email: cox.help@cox.com Include a link to this thread.

Thank you,

Mike J.
Cox Support Forum Moderator

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socal_doc

New Contributor

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5 Messages

I am in Irvine, CA and same thing has been happening for the last 2-3 days. The internet goes out for 5-10 minutes at a time. I called tech support and they said there were no outages in my area and just rebooted my modem. 

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jmcn84

New Contributor

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4 Messages

Rebooting modem daily is unacceptable. with another provider was maybe every 3-6 months before i needed a reset for whatever reason

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TVaughn

New Contributor

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1 Message

Not sure the point of having technicians reply to these post when they only point out an outage in the area when we can obviously see this when we log in. Question everyone keeps asking is WHY are there so many outages (even for a couple minutes) so many times in a given day. Sadly I'll be moving to ATT because I've been dealing with this for months. 

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MichaelJ

Moderator

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1.8K Messages

TVaughn, we would hate to see you go, but I understand your concerns. Outages can happen anytime. We respond to them as quickly as possible. If there are other issues affecting your service that may require scheduling a tech to come out, please contact us so we can help troubleshoot the issue and schedule a tech for you. You may reach us through Facebook, or Twitter @COXHELP, or by email: cox.help@cox.net

Thank you,

Mike J.
Cox Support Forums Moderator

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Eric_V

New Contributor II

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22 Messages

This happened to me for about 5 months. About 21 tech visits later they replaced an amplifier on a pole (even though they said it looks good) and has not dropped one time since. Keep on the techs until they find out the problem.

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