Bad DHCP assignments and no help from online tech support, over a week offline.

Question

Service: StraightUP Internet 100Mb InternetLocation: Tucson, AZLong Post:Cable Internet working perfectly fine no issues for months, then...The issue all started when the monthly EZPay re-bill happened and my cc card was declined. The card was declined because I had a new card issued by my bank (long story). I then proceeded to login to the portal to update my card, I get greeted with "Credit/Debt card use is disabled" and to contact support. In the meantime the Cox internet was disabled as I assumed it would be when billing fails.I connect with support and they were able to give me a Bank payment form to re-up my account. Everything eventually posts and my account is now current and everything looks great in the portal. All of the self help checks clear, modem reports fine...etc, etcThe problem: Every time the modem calls for an IP address with DHCP on the cable side all it ever gets is the IP 172.16.254.139/27, this is the IP it received when the service was disconnected for non-payment.This IP is a reserved range and not valid on the Internet, which in turn makes the service useless, unless I only want to ping to Cox equipment!I get on to live support chat and get run through the usual "reset/reboot" script, but they basically ignored my full description of the issue. No luck and they claim "Neighborhood outage" and send a tech to my neighborhood. Tech comes out and &nbsp;"Fixed cable issue" and left a note on my door. Get home...still the same IP is issued and on the portal everything "Looks Good".&nbsp;Now mind you for MONTHS there was ZERO issues with my modem until it was suspended for payment, so I know the hardware/cabling is good, nothing has changed on my end, not even a configuration change. All of the signal levels look great and even support said things look perfect.Day 2, I continue with support....the same ignoring the IP issues and claims everything is perfect on their end...etc Day 3, I try to escalate to a more knowledgeable tech...no dice, get put into the same script and told to wait while they investigate the issue....2 HOURS in chat and the agent that was "investigating" disappears and new agent comes on and runs the same "reset/reboot" script, then claims its an issue in my cables and wants a tech to come out....I refuse and disconnect....and here I am, all current on the account and only have a non-routable address that gets me nowhere. Plus I still cannot update my CC Card as apparently it's all still disabled.Fortunately, I have dual-homed redundant connections and my CenturyLink DSL is working great, BUT I want my Cox service back for the better speed!Could someone over at Cox just go and flip my account from suspended to active in DHCP and let me get on with it!!-EC

latoyaj · Answer

Hi bsdb0x, for help with account specific issues, please feel free to email us at&nbsp;cox.help@cox.com. Thank you!
Cox Support Forums Moderator
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widermouthopen · Answer

Your modem is either not provisioned or needs to be reprovisioned. Provisioning is the assignment of service to the modem's MAC address in Cox's system. Basically they just have to remove the "D" (for data) next to the modem in the database, wait a minuet, then add it back on. This should send a signal to the modem to reboot and download the correct configuration file on the modem to restore service.I suggest either emailing Cox or if easier, call them and ask for Customer Advocacy Group(CAG) AKA Tier 2.