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TrierV

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Network outages

For the past few months we have been having intermittent network outages several times a week and almost every single Sunday around mid afternoon.  The outages are short but frustrating as the outage occurs, clears up, as everything comes back online it goes out again, this can happen as many as four times within an hour.   I log onto my account and I get the notice that a network outage has been detected in my area so it's not my equipment causing the issue.   Why do these outages happen almost daily and what is cox doing to fix the issue?

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JuanC

Moderator

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103 Messages

Hello. I'm very sorry to hear that your are experiencing outages. Please reach out to us at cox.help@cox.com if you need assistance. 

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

I am curious. What can a moderator tell a customer about an outage? Do you have access to see what ticket is assigned to the outage and to check the status/ETR of that ticket?

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

Most issues are caused by ingress, which is usually a "leak" in the system somewhere that is letting bad signal (usually cellular) in, interfering with the signal to deliver service. It could be in someone's home, or the wiring on the poles, or deeper inside Cox's infrastructure (like CMTS). There can be other things like branches taking out lines, or people hitting poles, or people stealing the copper wiring right off the pole, but those things aren't usually intermittent.  Emailing Cox probably won't help much, because they (social media team) can only see the same type of data you see when logging into your account. Have you had any issues when a outage isn't declared? If so, I would call then to schedule a technician. 

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Darkatt

Honored Contributor

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2K Messages

You are right. I have said previously, If people would once a year or so, replace inside cables, and replace the barrel connector in their wall plates, that MANY issues would never happen. IF someone can replace the splitter in the audit box, or if they have one inside, replace it as well. Cable wires that get bent, are bad wires and the bent cable can reflect the signal backwards causing issues, as well as barrel connectors and splitters going bad. Bad connections can cause ingress, and people need to check their connections. I was told once by a customer that they never touch the cable wires, there is no way they can get loose, and then I mentioned vibrations, like trucks driving by, loud music and more can cause vibrations that can loosen connections. The said to wait a minute, went around and checked their cables and found 3 loose connections, then did something that surprised the hell outta me. They apologized. 

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