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New Contributor
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Over a week without Internet, horrible support
I have been trying to use the internet for over a week with no success. I contacted your support and no one was able to help, I went to the cox shop and I got a new modem that is still not working. I already paid for the service that I am not receiving and your support wants to charge me $100 to fix the problem. That's unacceptable, I already paid for the internet service and I am paying extra for my mobile phone service to be able to use the internet. I will not pay an extra $100 to someone provides me the service that you are already supposed to be providing. If this case doesn't get resolved this week I will contact another internet provider.
CurtB
+4 more
Honored Contributor
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Have you positively identified the cause of your issue? What have you done so far to troubleshoot other than contacting Cox and replacing the modem? How did you contact Cox? Was it chat? If yes, don't do that. Chat won't provide the help you need. Is Cox reporting an outage in your neighborhood? If you know your neighbors, ask them if their Internet is working. If your Internet outage is due to an issue on Cox's side of the demarc (box on the side of your house), Cox will perform repairs at no charge to you.
Did you (a) replace the modem because your Internet service wasn't working or (b) has your Internet not worked only since you replaced the modem? Do you know the previous modem was faulty? Has the new modem been provisioned?
If you provide information, someone on this user forum will probably help you.
You can also contact Cox at cox.help@cox.com Include your full name, the service address, and a link to this forum discussion.
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