Forum Discussion

Rja's avatar
Rja
New Contributor
2 months ago
Solved

Frustrated

My internet was off and on at random times and random lengths. It was not possible to use the internet for ANYTHING, Apple TV , email etc. . A pair of technicians came out and spent 3 hours trying to restore internet . They were unsuccessful and said they would follow through. I should get a text or call from customer service. Nothing. They just ignored me. The same thing happened 2 more times. My AV guys said they couldn’t help because it wasn’t legal to mess with the lines outside the house. I tried again and a technician named FADI explained that the problem was at the box outside itself. He called me back and said he initiated a “ticket” and if issue wasn’t resolved in 5 days to let him know.  2 days later we were up and running again. Without Fadi I probably would still be down without internet. My question is, how does Cox allow these technicians to get away with being not only inept but not even caring whether the customer has internet or not. THANK YOU FADI !!

  • Rja's avatar
    Rja
    29 days ago

    Yes.  Once the last technician put in a work order to repair the box outside, our internet is back.

  • Picasso's avatar
    Picasso
    New Contributor
    2 months ago

    Hello! I’m having the same issue. All day yesterday and it’s happening again this morning. I chatted with support, they rebooted, and couldn’t pinpoint the issue. it was almost impossible to work due to the internet going in and out every few minutes so what exactly was your issue? The box/connection outside?

    • Rja's avatar
      Rja
      New Contributor
      29 days ago

      Yes.  Once the last technician put in a work order to repair the box outside, our internet is back.

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    2 months ago

    When ever someone says they made a ticket, ask for the ticket number. This not only confirms they ACTUALLY made the ticket but also allows you to follow up. The engineers almost never call the customer. They don't have "people skills".

    As for your problem, sounds like a typical ingress issue on the upstream. Can you post your signal levels? Also how does the coax get from the street to the room the modem is in? Any splitters/amp/filters? If not, I would schedule another technician. Show them the T3 time out errors  in the logs if you can. If they don't know what those are, they aren't competent techs and you should file a FCC complaint to escalate the issue.

    BTW, Cox does track when a technician is assigned to a account that has had a technician out within 30 days. It counts badly against their metrics. More so for in-house technicians. Contractors usually could care less since they get paid per job and not as much on metrics and hourly rate. So rest assure you scheduling another tech will "punish" the last tech. Just make sure you have isolated all internet wiring issues to avoid a charge.(Assuming you don't have Cox complete care)

     

    • Picasso's avatar
      Picasso
      New Contributor
      2 months ago

      Sadly I have no idea how to find the signal levels. Cable from outside through wall. I don’t think I have any splitters. The cable comes from wall to modem. Not sure how to find the T3 timeout error logs either. I’ve had 2 techs on the phone since this morning. One couldn’t even connect with the modem, the other was helpful and she sent updates to the modem, and rebooted, internet worked for about 15 minutes after she did the updates, then went back out again. 
      A tech is supposed to come out today and check the outside connections. I’m havin go to use hotspot to even work today. 🙁

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        2 months ago

        What model modem or gateway do you have? I can give instructions how to find signal levels when I know what you have. Also, do you have TV service or any other active coax outlets in your house besides the one being used for the modem/gateway? Just because the connection from the wall to the modem is direct, doesn't mean everything in your house is. I would suggest finding where the coax attaches to your house and visually fallow it to see where it goes and how it's connected. Hopefully you can do that before the tech comes to avoid a charge.