For weeks now we keep having our internet drop out multiple times a day, the Cox website continues to insist that the internet is fine even though it's out
cox clearly does not care to fix this, just denies any issue.
when will you be honest with your paying customers and tell us what the issue is???
Hi
, I know it's frustrating to have intermittent loss of service. If the website says the service is good then this means that there is not an area outage currently reported. There may however be an individual issue affecting your home. if you have a modem and have not already checked this please make sure the coax cable that leads from the modem to the wall is tight and secure on both ends. Restarting the modem can sometimes also help. If you have already checked this or if you have an ONT please feel free to reach out to us privately so we can take a look at your connection. Our email address is cox.help@cox.com please be sure to include your name, full street address, and a link to the forum post.
Greg
Read the forums - this is a common problem. Cable is fine, modem restarts don't help
Today for example - it's dropped out about 8 times, each for about 5 minutes
RSM as in Rancho Santa Margarita in southern CA? Just asking for trending reasons. Do you have data that everyone in that area are having the same issues?
Do you have normal cable internet(HFC) or fiber(FTTP)? Does it effect both wired and wireless? Do you lose lights on your gateway/ONT/Router? If so, which?
when will you be honest with your paying customers and tell us what the issue is???
Isn't it more likely that they don't know how to fix the problem? How many techs have you or others around you had out? What kind of excuses are they giving?
Cox will not be honest, denies issues much of the time, and would do much better to be more communicative and transparent with their angry customers who don't have service! Had "known outage in the area" 4 days ago, reportedly it was fixed, but mine's still not working consistently (intermittently) and their tech came out to the house 2d later, said "someone needs to go up the pole," but apparently didn't make any arrangements for that to happen, so I'm starting another work week without it functioning satisfactorily enough for me to accomplish anything.
Call and request another tech and ask for a in-house tech and not a contractor. Then when they escalate it to maintenance, ask for the ticket number for follow up.
Also, are you in RSM/CA? If not, I suggest making your own post since probably not relevant.
I've had the same issue for 2 weeks now. I get messages of an outage constantly and Internet will be down for hours. Then it'll work for a few hours then another outage. I scheduled a tech to come on Friday but I doubt they can do anything. I've had Cox for years and never had this issue, now it's so common that I'm literally going to cancel my account with them.
mcarrizosa,
The Cox family values your business to the company for years and does not want to lose you. I understand how important a stable connection is at home, especially if you and others need that connection to work and learn remotely. Our goal is to get to the bottom of a solution, and with you having a technician booked to come to you Friday, he or she will be able to share their findings. If there's an issue our technician refers to maintenance, then you may ask for a ticket on that. If issues remain when there isn't an outage alert present on the Cox App, then we may help investigate on your behalf. Our support at Cox.Help@cox.com can review the network and apply outage credit, if you email us with your first and last name, complete address, and include the URL to your forum comment.
