Hi bsdb0x, for help with account specific issues, please feel free to email us at cox.help@cox.com. Thank you!
Cox Support Forums Moderator
Your modem is in what is known as AUP. It has to be reprovisioned by Cox to go back online. It's normally don't automatically by the system, but now and then it has to be don't manually. WMO listed the proper procedure but you will need to contact Cox tech support to get it to happen.
Isn't the acceptable use policy(AUP) config file reserved to people who have broken copyright by downloading something illegal or something else related to the AUP? I think the code when the modem isn't provisioned has something to do with a code that has "self" in it, because it locks you in the self install system. Forgot the exact code though.
As for why it might have happened, I have seen it caused by several things. First, some kind of conflict that caused the provisioning code not to go through when they reactivated service. Other times, there can be some kind of contract issue that forces them to create a new account and they haven't moved the modem to the new account. Or something went wrong with the transfer. Other times, they just put the service on occurrence 2 while the modem is in occurrence 1, or visa versa. This is called a bucketing issue. I only mention these terms so you can give them to the CAG rep so you are both on the same page.
Emailed the cox.help address and they fixed it right up.
The modem was stuck in the "walled garden" from the suspension. Everything is back online now, took less than 30min after emailing. Still don't get why the "Chat Support" can't handle something like this...
AUP is used for copyright violations, and account suspensions of any kind. Non payment, used to be used for email account issues as well. Anytime the modem needed to be taken offline, it was put in aup, also known as "Walled Garden".
Probably changed since I worked there, but I am sure there used to be more then one config code they could use to lock modems in the garden. The AUP would redirect to a splash page telling you to contact Cox security. I know because I used to be one of the reps in the queue. When you would see that config on a modem in Edgehealth, you could first want to go to ICOMS and check the customer comments for notes from Cox Security. If so, you would direct the customer to them. The other config would load by default if the modem wasn't provisioned and would redirect people to the self install page where they could put in their account info. There were a few others too like the one for metro-e connections which they used for Cox Business and the devices for managed wifi in apartment complexes.
Why would they use a AUP code for things not related to AUP? Doesn't make sense to me.
