Forum Discussion

mattamx's avatar
mattamx
New Contributor II
9 months ago

ConnectAssist Plan doesn't include access to Panoramic Wifi App.

I've been with Cox for many years. Previously I was on the 100 download plan for $50. which used one of the Technicolor gateways. I loved using the Panoramic Wifi app. Now that I'm retired my income is low enough that I qualify for the ConnectAssist Plan, still at 100 download, but for $30, so a little less expensive. I was required swap out the Technicolor gateway for an Arris TG1682G gateway, which also supports Panoramic Wifi. But, after setting things up, I was very surprised to find that I can't use the Panoramic Wifi app with the ConnectAssist Plan, as I was tersely told by the lady from Cox who called after a Ticket was submitted. Hmm

I have to wonder why use of the Panoramic Wifi app was revoked from people with the ConnectAssist Plan. The Arris gateway is able to work with it. Is the use of the app somehow expensive for Cox? Or maybe us poor folk don't have the skills to use the app. Maybe Cox didn't want to put in the effort so discounters can use the app because we just don't deserve it? I would just like to know.

Whatever the reason may be, it sticks in my craw and it really isn't a good look for Cox.

Alright, I'm done talking. My question is, does anyone know if the Cox lady who called me is correct -- the Panoramic Wifi App doesn't work on the ConnectAssist plan? And if that's true, why is it that way.

Thanks

 

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  • grdavis1019's avatar
    grdavis1019
    New Contributor II
    5 months ago

    I'm ticked too.  I just started connect assist after being on the 250 m speed and loved the app.   I could monitor what devices are on my network, get warning messages when they blocked malware, etc.  Now I have restricted access to it.  Makes no sense why.  I was on the phone forever trying to get clarification and got a different answer from everyone I spoke to in tech support from there's an outage in your area to your order hasn't been processed yet. The last guy I spoke with today, Vic, said there's not reason we shouldn't have access to it.  No one is on the same page in tech support.  The modem is compatible and if you have the 100 mg speed without connect assist you get access.  It's really discriminatory.  There's not logical explanation to deny us!  Frustrated!  

  • Swraiin24's avatar
    Swraiin24
    New Contributor
    5 months ago

    I agree, I just got singed up a couple days ago and was told on the phone I don’t get access. It’s a FREE app? Why in the world would it be vaguely appropriate to take that feature away from people going through hardships. I’ll be with cox for a bit but then I’m switching. I will not be with a company with those kind of ethical practices at play. 

    • mattamx's avatar
      mattamx
      New Contributor II
      5 months ago

      Swraiin24,

      Well, it’s good to know that I’m not the only person who dislikes paying money to Cox for substandard service. I thought the Cox replier gave an honest answer — there is no good reason for Cox’s position on the situation. But even though the complaint was sent to higher ups, nothing has changed. I periodically check and the app still doesn’t work for the gateway. Do the higher ups even care or read these things?

      • grdavis1019's avatar
        grdavis1019
        New Contributor II
        5 months ago

        I have the T 1862 router and I still can't get access to the app.  because I'm on connect assist.   What does it cost them?   So stupid.  So I'll keep calling tech support to have them do thing I could normally do myself on the app.

  • Becky's avatar
    Becky
    Moderator
    9 months ago

    Hi Mattamx, welcome to the Cox Forums! And thank you for your post today. I'm glad that you are taking advantage of the ConnectAssist program. I apologize for the misinformation we've provided regarding your question about accessing the Cox Panoramic Wifi App while subscribing to the ConnectAssist Internet tier. I can imagine you might feel like a ping pong ball at the moment; a confused and irritated ping pong ball. I'd probably feel the same way! The agent who called you is correct. ConnectAssist customers do not have access to the Cox Panoramic Wifi App. I know you were hoping for a different answer. I'm sorry! I don't know why ConnectAssist customers don't have access to the app. I value your business and appreciate your point of view. I've forwarded your post to our leadership teams so your voice will be heard! I hope you'll stick with us and stay tuned. Things are always changing, and it's possible that app access may be something reviewed and changed in the future.

    • mattamx's avatar
      mattamx
      New Contributor II
      9 months ago

      Thanks for replying. As I said before, I can't think of any good reason why ConnectAssist customers shouldn't have access to the app. But, maybe there is a reason. I appreciate you getting back to me.

    • Beebb's avatar
      Beebb
      New Contributor
      5 months ago

      Perhaps you should notify all employees that it’s not available with Connect Assist so they won’t have to spend 2 hours with an agent trouble shooting, submit a ticket and wait three days for a resolution like I did. Seems like a memo could take care of this misinformation and save everyone some frustration. 

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    9 months ago

    you can go to 192.168.0.1 and login to the router, and do whatever needs to be done. BTW, the TG1682 is a better router. It's actually got a more powerful wifi signal. 

    • mattamx's avatar
      mattamx
      New Contributor II
      9 months ago

      Darkatt,

      I did try going to 192 but I couldn't get in. I tried every suggested default login I could find but none worked. Even if I could access it, I still would prefer to have the app. 

      The Arris is just as fast and quieter than the Technicolor. Thank you, I do appreciate your suggestion.

      • Darkatt's avatar
        Darkatt
        Honored Contributor
        5 months ago

        Actually, if you went to 192.168.0.1 and could not login, it COULD be that the login name/pwd has been changed. A Factory reset would allow you to login. the 1682 is a really nice unit.  I had a DG2460, it's predecessor, and when I had to upgrade, I went and bought my own, a Netgear CM2000 and a RAXE300 router. A bit expensive, but extremely fast, powerful and runs like a scalded dog. 

    • grdavis1019's avatar
      grdavis1019
      New Contributor II
      5 months ago

      No, I'm not able to access that either on connect assist.  I was told we don't have access to it.  How are you able?