Forum Discussion

Tacom's avatar
Tacom
New Contributor II
6 years ago

How can I find out what the exact cause for my outage is?

Today is my third day without internet and I still don’t even know why? I’ve called and used the chat feature but failed to have that question answered. All they did was remind that there seems to be an outage in my area. Last night I had gotten a notification saying that the estimated time to be fixed would be 1:51AM and I guess something must have happened because it’s still not working. 

is this some kind of TOP SECRET information that I’m just unworthy to know? 

  • Tacom's avatar
    Tacom
    New Contributor II
    6 years ago

    This is the 8th day that I’ve gone completely without internet.

    • Lbrunn's avatar
      Lbrunn
      New Contributor
      6 years ago

      I'm feeling your pain, I have some download but no one can give me an answer or any urgency to fix it :/

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hi Lbrunn, are you experiencing issues with download speeds? If you need any troubleshooting assistance at all, please email us at cox.help@cox.com. We can also be reached on Facebook and Twitter as well. -Kevin M. Cox Support Forum Moderator
  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    Hi Tacom, we are deeply sorry for the ongoing service interruptions. The area you live in is currently experiencing intermittent network issues. This is because we are are working to update the network infrastructure, in order to provide faster and more reliable services. We are hoping to have the update completed within the next 3 to 5 days. This is all the information we have available at this time. -Kevin M. Cox Support Forum Moderator
    • Tacom's avatar
      Tacom
      New Contributor II
      6 years ago

      My neighbor’s Cox internet has been working just fine through all of this. Perhaps if I downgrade to the plan he uses I could finally receive reliable service? Did you guys put out a newsletter that I may have missed letting us know in advance that we could potentially be offline for an entire week? 

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hi Tacom, I understand these outages can be extremely inconvenient and also aggravating to deal with. At this time, I would not recommend downgrading the services, as I do not believe this will resolve the issue. We have a maintenance team, as well as a team of engineers in the area working to resolve this as quickly as possible. -Kevin M. Cox Support Forum Moderator
  • apredator4gb's avatar
    apredator4gb
    New Contributor
    6 years ago

    Same, i've been seeing 150mbps down for a few days now and complete connection drops during the afternoon. My packet loss has been much higher than avg as well. Normal packet loss is around 1-5% on return but lately it has been sitting closer to 20-30% or higher. In order to combat the packet loss i've been restarting my modem every night once it looks like they've finished working the lines for the day.

    Here is hoping to getting my gigablast speeds back soon, since I'm paying that top COX dollar for speeds i'm not even remotely seeing.

  • mkmandel's avatar
    mkmandel
    New Contributor
    6 years ago

    If Cox is going to conduct "upgrades" that will cause service outages, then they should notify their customers of anticipated downtimes and adjust our bills accordingly.  For those of us PAYING (through the nose) CUSTOMERS who rely on our expensive internet service to earn a living, you are making us lose money.  We might be able to adjust our work schedules if we know when to anticipate your service going down YET AGAIN.

    • Allan's avatar
      Allan
      Moderator
      6 years ago
      Hello Mkmandel. Thanks for the suggestion. We currently have the Cox Connect app that offers outage updates and other account related information if you have access to a smartphone. Also, I recommend sending us an email to cox.help@cox.com and we can review the account for any and all applicable credits. -Allan Cox Support Forums Moderator.