Phone & Internet unreliable

Helpful.  Thank you.  I used that address and received a very quick reply.  Unfortunately, the proposed solution (tech visit) still left me as the risk holder to the tech service fee based on the judgement of the servicing tech.  There is no provision to waiver of risk for the customer.  While possibly not deserved, based on my interactions with the phone/chat techs, I have no trust or confidence with COX reps.

Good points.  I swapped out a dependable yet out of date modem in September 23 from the COX store.  The new modem would connect for about an hour and then disconnect.  I replaced that modem in October 2023 and it would stay connected for about 30 days before requiring multiple reset to connect both through COX and through manual re-connect (on/off and reset button).   I have received as many responses about the likely $75 tech service fees as the number of help desk folks I have spoken with.  

As for the issues, there is just a loss of connectivity when the modem goes into its loop mode.  I have asked COX to waive the $75 risk, but they refuse to do so because I do not pay the extra $10 monthly.  I appreciate your response.  Best wishes.

It will only cost money if it's a inside issue(after the demarc.) which Cox can't know until they get out there. If your concerned, tell the technician to only check the signal outside, but there is no way to guarantee success. You can also purchase Cox Complete Care for 10$ a month(minimum 3 months) which is 30$, which is less than 75$ at least. That will cover the issue if it's a inside wire issue. Speaking of which, how does the coaxial get from the pole/street to the room the modem is in? You might be able to fix the issue yourself if it's just a bad splitter.

A few said it's only a problem if it's a problem inside the house.  Others said if the phone and internet were functional when the tech arrived I would be charged.  Others had no clue of the policy.  One was convinced the level 2 tech ran a signal test even though they could not connect to my modem which was happily in a loop trying to find a signal.  I asked for the policy in writing, but no one would provide it.  The cable is underground.  The distro box (cat house) is on my back yard with a 50 foot of so run to my house where the riser is located.  From the riser to the modem is about 25 feet in total.  I checked the splitters visually and ohmed them out connected and disconnected, so I am confident the issue is most likely a low signal coming into the house.  With that, why not have the tech come out???  It's because if they are anywhere as incompetent of the help desk folks, i just don't trust them.   Both trust and distrust are earned.  COX needs to make a move to regain my trust.  Until then I will continue to work with them though my Verizon wireless hotspot.

cflorin2 wrote:

I asked for the policy in writing, but no one would provide it.

I couldn't find the policy in writing online either, although as not an employee I don't have access to their internal documents. Maybe a moderator can comment. Most of my knowledge on the subject comes from what they have said in the past for other people's issue.

cflorin2 wrote:

so I am confident the issue is most likely a low signal coming into the house

What model modem(gateway) do you have? If Cox Panoramic, you can see the signal levels at 192.168.0.1 > Username;admin password;password > Connection > Cox network. Scroll down and you should see your downstream and upstream levels. Downstream should be between -10 to +10(-5 to +5dB is better) and SNR should be above 35. Upstream should be under 50dB. If you have a standalone modem something similar should be available at 192.168.100.1 but I can give specific instructions once I know what model you have.

cflorin2 wrote:

I checked the splitters visually and ohmed them out connected and disconnected

Not sure what you mean by that. Did you have splitters or not? Do you only have one active outlet in your house?

I have the latest Arris TH3402A provided by COX.  Panoramic did not work well for me due to my house lay out.  

Yea, sorry. I tried to look for something simple, but it is NOT a simple subject. It is DOCSIS engineering. Still looking though. Thinking of doing a post on DSLReports to see if they can suggest something. Even I only understand it on a basic level.

500 Mbps.  No one gets that in my neighborhood.  COX is the only game here.  Sorry for the delay.  Internet was down for about 30 minutes.  I'll check out those links.  Thank you.

I am getting tired of this sloppy UI. Any chance both of you would want to continue this on my Discord server? It's basically like a chat room which makes it easier to follow. We could private message there if you have anything you don't want to show the public(like logs). If so, here is the invite; https://discord.gg/y8F9P9TM