New Contributor
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4 Messages
So tired of Cox communications and there lousy internet service
I can go on and on. It all started last summer of 2024. I work from home with a large Cruise Line and several times a week my internet upload speed drops to 1.45 and guests can not hear me. Every time this happens I contact Cox and get the same run around. It's the modem, it's the coaxle cable, it's the sun, it's the wind, let's change out the tips on the line. After losing 6 hours of pay this week I contacted them again. 2 men show up and do there testing supposedly they found a problem, which they will report, but it could be a small problem or a bigger problem. Then how do you know there's a problem? They will submit the ticket and 72 hours from now a technician will start his research. We'll how long will this be - we don't know. How do you run a company this way? I'm paying them $80.00 a month for what? Plus I'm losing wages. This is wrong! Fed up.
RaquelD
Moderator
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221 Messages
Hello. I can imagine this has been overwhelming and frustrating and I am sorry that you've had this ongoing experience. Some signal issues do need maintenance technicians to investigate and I'm glad it sounds like that is already in process. We're available to address your account concerns and we can also help navigate this repair too. When you have a moment, can you please email cox.help@cox.com with name, address, and link to forum thread so we can assist? If you need help with billing or other account specific issues, please reach us on Twitter/X at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.
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WiderMouthOpen
Esteemed Contributor III
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3.5K Messages
Sounds like there is ingress issue in your area. That is when bad signal is leaking in from somewhere on the copper part of Cox's network, causing a disruption. The leak can be anywhere from a bad connection behind an outlet in your house to squirrels chewing the wiring going to your house, to either of those things happening in someone house in your area, all the way up to the node where the fiber turns to copper/coax. Sometimes they can use a meter and other tools to isolate where the bad signal is coming from and fix the leak, but it takes time, some luck, and a lot of effort, both physical and mental, to do that. The technician who comes to your house usually doesn't have the tools or training to do it. They have to escalate to Maintenace. Did they give you a ticket number? You can use that to follow up with Cox.
As for what you pay, you should be able to contact billing once the problem is resolved for some kind of credit on your account. How much you get is a discussion between you and Cox's billing department as this is a forum to discuss technical issues. I do know they won't (nor should they IMO) reimburse for lost wages. Not only does Cox residential not have a service level agreement (SLA) but even most Cox Business accounts with an SLA won't cover that. If internet is mission critical you should look into a cellular or satellite-based backup. I think Cox offered such a service when they did security (Homelife) but not sure now. Either way you would probably be better off with a 3rd party solution since then you wouldn't have a man in middle mark up.
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GregP1
Moderator
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312 Messages
Hi James,
I know this must be frustrating. We only want to help get this fixed. During the tech visit the tech will check outside first. from there they can see if the issues coming from the mainline if so then they can escalate this so our maintenance techs who work on the main lines can get this fixed. When they test from the box outside your home they can also scan the line inside the home to see if there is a bad cable or connection. I will be glad to take a look to make sure we have done everything we can remotely to get this issue fixed. Please contact us privately with your account info including your name, full street address, and a link to your form post so we can investigate this. Our email address is cox.help@cox.com
Greg
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