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Brown1500

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4 Messages

Webpages loading slowly, buffering

Since June 13/14, there has been a noticeable change in internet performance. Web pages and videos are intermittently loading slowly, sometimes even timing out. Speeds are as advertised and latency is low. DNS has been changed three different times as well as all the physical cabling at home, each to no avail. I'm now through 2 ONTs, 3 Routers, and 2 Tech visits with no fixes.  This has been affecting my entire living complex, was told there was over 20+ tickets in my immediate area. Cox acknowledges that there is an issue then closes the outage as resolved when issues are still occurring. This has happened twice now. Tech support only recommends router reloads and another technician visit. The residential field technicians that visited even acknowledged that they aren't seeing any physical problems at our units. I've also reproduced this issue to them directly in my apartment, but there isn't anything they can do personally do. The residential techincians have no access to the NOC or higher tier support to escalate this any further. Its obviously a network level issue however it is impossible to get ahold of someone that can even help. Next step is AG or BBB at this point.

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LisaH

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1K Messages

Hi. I am sorry to hear that you have been having issues with your internet service for such a long time. I will be glad to investigate this and see what can be done to get your issue resolved. To do this, please contact us at cox.help@cox.com. Include this link, along with your full name and complete address, in your message. Thanks, Lisa, Cox Support Forums Moderator

 

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Brown1500

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4 Messages

Email has been sent.

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Brown1500

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For anyone wondering. The technician believes its the router, apparently the 4 before that one were all faulty. Shocker, the 5th one which is their own gateway again was installed today and is still having the same timeout issues. This was even happening while the tech was still there. Who knows, maybe the 6th router will be the charm? Theres no seriousness with this company. Just replacing equipment, and saying there isn't any issue even though they've been provided the evidence. Do yourself a favor and switch if there is another provider in your area. 

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ColleenD

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@Brown1500 I appreciate you updating us here.  We want your experience to be pleasant, and I'm sorry to hear you're still having trouble. It sounds like you've put a lot of effort into this. Do you have the contact information for the tech to reach back out to them directly? If not, please email us at cox.help@cox.com so we can assist. 
-Colleen

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Brown1500

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I've already responded to my initial email thread. I'm not reaching back out to that particular tech as we didn't have a great interaction. He believes the issue is the router after it has already been replaced 4 times, 1 of which was the original Cox gateway, then recommended a follow-up for next week, even though it was showing issues before he even left. Frankly, I'm tired of waiting. Kicking the can down the road for a few more days isn't magically going to make this problem resolve itself.

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ColleenD

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@Brown1500 I can see why you would be hesitant to pursue the issue with the same tech. I do hope you have included these details in the email so we can appropriately address your concerns.
-Colleen

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