TV buffering issues

Hi, there. I'm really sorry for the issues with your TV service. I would like to help. It doesn't make sense that switching from wireless to wired caused your issue to worsen. If you could, please email us at cox.help@cox.com with your full name, complete street address  and a link to this post. I really want to help you get this fixed. 

It sounds like you're dealing with a frustrating issue, and it’s understandable to want a resolution quickly, especially since you've been a loyal Cox customer for over 22 years. Here’s how you can address this problem and potentially escalate it to get better service:

1. Root Cause Analysis

• Signal Strength or Interference: Frequent buffering and black screens could indicate a weak signal or interference, particularly if your living room TV is farther from the router.
• Equipment Compatibility: The new Contour system may not be fully compatible with your setup, especially if the TV in the living room is older or uses different technology compared to your bedroom TV.
• Network Congestion: If your household has many devices using the internet, this could lead to bandwidth issues affecting streaming on the living room TV.
• Ethernet Connection Issue: Even with an ethernet cable, if the connection to the modem or router isn't stable, buffering will persist.

2. Steps to Resolve

1. Test Your Internet Connection:
   • Run a speed test from the living room TV to check download speeds. Use a website like Speedtest or a built-in TV app, if available.
   • Compare the results to the speeds you're paying for. If they are significantly lower, this might point to a service or hardware issue.
2. Check Signal Strength:
   • Navigate to the settings menu on your Cox Contour box to check signal diagnostics. Weak signal strength might be the culprit.
3. Switch to Your Old Equipment:
   • Request your old equipment back from Cox. Although it’s unlikely they’ll have your exact equipment in stock, they may be able to provide a comparable replacement that works better with your setup.
4. Consider Upgrading to a Mesh Network:
   • If the issue is related to Wi-Fi coverage, a mesh network could help ensure a strong and stable connection in the living room.
5. Request a Senior Technician:
   • Contact Cox again and request a senior or advanced technician. Explain that you've already had two visits, but the issue persists. They may run more comprehensive diagnostics or escalate the issue.

3. Escalation Options

If the issue isn't resolved after these steps:

• Call Cox Customer Retention or Loyalty Department:
  • Mention your loyalty and long-standing service, and explain the recurring problem. These departments often have