Forum Discussion

Flinx's avatar
Flinx
Contributor
2 years ago

constant repeating internet problems since moving to new house

every day since I moved in to my new house (4 weeks ago)  the internet has been going up and down. starting between 6am and 8am with most mornings at just after 7am. then for most off the day my ca...
Flinx's avatar
Flinx
Contributor

it is 1:50 and the internet has been fine for the last couple of hours, but in an hour or 2 it will start to have problems.

Bruce's avatar
Bruce
Honored Contributor III
2 years ago

When it begins to happen at 3 PM, I would NOT call or chat but do as allan recommended and send an email to cox.help@cox.com with your Full Name and Complete Address.  The rep can remote to your modem to check UP specs.

  • Flinx's avatar
    Flinx
    Contributor
    2 years ago

    are these the same people I get when I call in? if so I've done that several times they always tell me there is no problem or I need to replace my modem.

    • Bruce's avatar
      Bruce
      Honored Contributor III
      2 years ago

      Nope.  Different people. Calling stinks.  I've always had better results via email.  If the rep(s) recommend a tech, ask "why" a tech so you'll know what to ask the tech arrives.  What specifically do they see they want the tech to fix?

    • JonathanJ's avatar
      JonathanJ
      Former Moderator
      2 years ago
      @Flinx

      I apologize for the experience and would love to investigate your concern. I completely understand your frustration as sometimes there are situations not handled in the best possible way. Our social media team has more tools to check the signal level when calling in and speaking with tier 1 technical support. If you somehow find the willingness to email our team, please send your account details to cox.help@cox.com.

      Jonathan J
      Cox Moderator