Forum Discussion

Rapturo's avatar
Rapturo
New Contributor
2 months ago

Frequent outages

I havn't seen any recent topics on this so I figured I would begin one just to see where it goes. I've lived right off of salem road for a little over a year now and I have never seen the terrible service I've been experiencing with COX than over here. I used to live over by the red mill area for 10 years and not once had an issue. Every day now it seems there is either an unplanned outage or an network impairment lasting hours sometimes all day.  Smart help is a joke they just follow scripts and try to up sale their products.  All I do is ask for account credits due to outages.  Is there anyone on here that can shed some light on what is going on? I am about to drop Cox for good I wonder how many customers are financially affected by this due to working from home.  

I've heard all the excuses as well, like to much internet traffic and nodes being over loaded....the list goes on. How long does it take for a company like this figure out a permanent solution? 

  • tyalbright's avatar
    tyalbright
    New Contributor
    2 months ago

    My router goes down and reboots several times a day.  Live TV always freezes.  It is becoming unacceptable.  Tonight it has been down 4-5 hours.  Probably start considering alternatives. Too expensive for all this inconvenience and trouble signing back on to everything over and over again.

    • GregP1's avatar
      GregP1
      Moderator
      2 months ago

      Hi 

      I apologize for the trouble you are having with our service. intermittent outage like these are most often caused by a loose connection or damage to a line a wire near your home. I recommend checking the coax cable that leads from the wall to your modem and cable boxes if they are also wired. If the problem continues please contact us privately so we can check on this, and help get a tech visit schedule if needed. Our email address is cox.help@cox.com Please be sure to include your name full street address and a link to your forum post.

      Greg

      • Rapturo's avatar
        Rapturo
        New Contributor
        2 months ago

        Greg,

        Although this can be an issue it is not the case as I just had a technician run a new line from the box to my router and he checked from the box on the street very strong connections.  As I stated this is Cox problem not a customer problem.