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taliancich's avatar
New Contributor

Internet Down for a Week in CBD

I am not normally one to vent online, but I have been having a nightmare of an experience with Cox that starting to make me question my sanity.

BACKGROUND: I live in a large condo building (maybe about 150 or so units) in downtown New Orleans and have been a Cox customer since 2005. I don't ever remember having an outage issue, the few calls I have had over the years have been related to speed and resolved promptly.

The condo has a bulk account for basic cable which shows on my account. That contract ends in 2018. I also have Ultimate Internet on my account. My floor's wiring is separated into two closets on opposite sides of the building.

On December 11, the condo manager sent out an email saying there were basic cable issues with certain residents. I do not use my cable TV, so I thought nothing of it. My Internet was still working. On December 12, she sent another email saying that Cox was having "plant issues" and residents were still having issues. On the same day arrived home at 5pm. At 5:15 my Internet went out.

I immediately called Cox and the earliest they could get a tech out was Thursday the 14th from 5-7pm. The tech showed up at 8pm and stayed till 10pm without resolving the issue.

I called Cox for follow up the next day and they sent a tech out on Saturday the 16th from 5-7. The technician arrived at 7:15 and stayed till 9:30 and thought it was a plant issue. I lent him a known working backup modem which had the same issue as my main modem - no upstream signal (3rd light blinks before starting over) either in my condo unit or in the wiring closet.

I followed up with phone call last night and they suggested it could be my modem because my cable TV was working. I went to Best Buy, bought a brand new 6190 and it did the same exact thing after provisioning. They also said there was an overnight planned maintenance till 6am. My regular modem was re-provisioned before I went to bed and I woke up to no Internet.

Today marks a week without Internet. I am absolutely disgusted with Cox, but have no viable alternatives for service. I am certainly going to lobby the condo board to cancel the building’s bulk plan at the end of 2018 because it’s the only way to speak with my pocketbook and the “savings” are nominal at best since Cox is now enforcing data caps.

At this point I am just spinning my wheels and am afraid I will have a long Christmas break from work with no Internet service.

Does anyone have a clue how I can light a fire under Cox. I am amazed that I am in such a populated territory and have not gotten a speedy resolution.

Crossposted: dslreports & reddit

4 Replies

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  • CarolLM's avatar
    Former Moderator

    Hi, I can understand your frustration and would like to check into what's going on.  Please reach out to us via DM on Twitter, private message on Facebook or email us at with your complete address and account name.  I look forward to your response.  Thanks, 

  • ravenstar25's avatar
    New Contributor

    It's down all over New Orleans. I have no idea what they are doing. I keep seeing their trucks coming to our street and fixing the same wire on the same pole repeatedly to no effect.

  • JonathanJ's avatar
    Former Moderator

    We're doing everything we can 2 get your services restored as quickly as possible. I apologize for the inconvenience and thanks for your patience.

  • taliancich's avatar
    New Contributor

    @Ravenstar25 I am curious. Do you have one of the higher tiers of service? People around my location have service but lower tiers.

    I am on the 8th day of no service.