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AJ_Gringo619's avatar
AJ_Gringo619
New Contributor III
9 months ago

WiFi app is dead

Been going round and round with various "techs" and nothing is working. After getting a new (to me) router, I set it up with split 2.4G/5G SSIDs and everything was working as intended. However, after a Cox tech came to the house to troubleshoot a flaky connection, the Cox WiFi app stopped working. He told me I probably needed to update it; this did not help. I can see the connections but can't make any changes.

So I tried the old-school way of logging directly into the modem via 192.168.0.1. After have to hard-reset the modem due to a changed admin password, I finally got in today. However, almost all of the current WiFi settings are completely locked out, claiming that I need to use either wifi.cox.com or the app. I sent this via the tech support email, and here's the response:

Hello,

I can certainly understand your concern with having to use an app for your Wi-Fi settings and we do appreciate your feedback in regards to this concern.

At this time, you must use the panoramic Wi-Fi app for those features when dealing with a panoramic Wi-Fi gateway (modem + router). I am truly sorry for any inconvenience that this may have caused.

Thanks,

Allan

Cox Social Media Support Specialist

Does this sound like a competent response? Why in the hell was wifi.cox.com removed? How does a company as large as Cox allow a single point-of-failure to something this important?

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  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    9 months ago

    I don't have a Panoramic gateway to test but I hear the android app is glitched. Do you have a Apple/iOS device to try?

    As for why the Wifi.cox.com was removed, I can only guess it was for security reasons.

    Do you get the gateway for free? Do you have Cox wireless TV boxes or anything that requires you to use the gateway? If not, you might want to buy your own modem and router, specially if port forwarding is mission critical. Or you could bridge the gateway and just buy a router. Just throwing it out there as a suggestion.

    • AJ_Gringo619's avatar
      AJ_Gringo619
      New Contributor III
      9 months ago

      Thanks for the reply. No IOS devices, so I'm stuck until the Android app is fixed. I was told, due to my usage of Cox Phone, that I'm required to use one of their modems. Since I dropped my service down to 100 Mbps, the modem is now free.

      Nothing is mission-critical, I just want control of my own devices. If the wifi.cox.com site was a security risk, then they should have left the settings open when logging directly into the modem. I'm guessing that more users were effing this up, so they went Microsoft and just locked the settings.

      • Bruce's avatar
        Bruce
        Honored Contributor III
        9 months ago

        I'm not sure if this will help, but do you use a hard wired connection to log in?

        Also, you have to use a Cox telephone modem but not an Internet modem...let alone an Internet modem with a Pano bolted onto it.

        If you have your own router, you can exchange the Pano for a 2-in-1 combo device:  telephone and DOCSIS modem.

    • DRVEGAS's avatar
      DRVEGAS
      Valued Contributor
      9 months ago

      What glitch are you referring to in the app?

      • AJ_Gringo619's avatar
        AJ_Gringo619
        New Contributor III
        9 months ago

        From the Overview page:

            View Network Details

                Gateway

        I get "Let's try that again. We couldn't load your settings..." I've reinstalled the app, rebooted the phone, signed out of all Cox apps/websites. If you read the latest Google Play reviews, there are tons of comments relaying this exact problem.

    • AJ_Gringo619's avatar
      AJ_Gringo619
      New Contributor III
      9 months ago

      Mine was too, at least long enough to setup the new modem. It was working with the old one as well, for as long as I can remember. I didn't even notice until the onsite tech asked to get on my WiFi and couldn't remember the password I'd used (new SSIDs as well).

      • DRVEGAS's avatar
        DRVEGAS
        Valued Contributor
        9 months ago

        What happens when you click on sign in?  It should take you to the Cox login page so you can login to your router.  I'm confused can't you login to your router?  I'm using an Android and it's working fine here.  What setting are you trying to change or what settings are locked out?

  • chill88's avatar
    chill88
    New Contributor
    9 months ago

    Honestly, I just talked to tech support as recently, I lost the 5.0 on my Wi-Fi list on all devices and the app. I thought it was because the pod was installed, but tech said both show up on his end. It advised me that changing the names drastically may help. I tried to find that option on the new version of the app, but it's not an option. I am not sure what to do here, but the new app is not complete if this is now not an option.

    • AJ_Gringo619's avatar
      AJ_Gringo619
      New Contributor III
      9 months ago

      If you want to get a good laugh, check out the reviews for this app. As fast as the Cox service is - most of the time, anyway - their websites/apps are about the slowest I've encountered. Just a simple login takes 5-10 seconds, whereas any other site I use is nearly instantaneous.

      After getting another complete crashing of the new modem (3rd one in the past few months), I'm starting to wonder if I'm being throttled because I dropped a bunch of Cox services, including the internet speeds.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        9 months ago
        After getting another complete crashing of the new modem

        To be clear, you are are talking about your TM3402 right? If so, do you lose phone service when the internet stops? Modem connectivity should have nothing to do with service codes on your account. Even if you had NO service the first 3 lights should stay solid on the modem.

        I would be curious what the modem signal levels and event logs show.