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scerruti's avatar
scerruti
New Contributor
4 years ago

How to best get support?

Hello all,

I am a teacher, on March 13th we closed our school and on March 16th we opened online using Zoom.

I have put up with troubled internet service from Cox since day one of the installation. It just wasn't worth the hassle to go through customer service to try to get intermittent problems fixed. You see, nearly every evening we see a degradation in streaming, things pause. My son says he experiences periods where he has 30% of his packets dropped. Eventually everything gets better or we reset the modem to fix the problem.
With classes going online I felt that I owed it to my 90 computer science students to have a solid connection so I reached out to Cox to get assistance through the chat in the Cox app. I was told in no uncertain terms that there was nothing Cox could do for me and I needed to talk with my modem manufacturer. So, based on information about a class action suit on the Surfboard modem and chipset I went out and bought a Netgear CM700 as a replacement. Setting up the modem through chat was a breeze and I even upgraded my service as my school is providing a stipend and if my wife also starts teaching from home while my own kids are in class we might need the room.

Unfortunately is was only a few hours before we started seeing problems again. This time when I went to chat I was immediately hung up on by the service agent. The second service agent said he couldn't provide service and so I asked for a supervisor. After waiting for over 30 minutes I was finally connected to a service agent who then disconnected me from the chat. 

Thanks for reading this far, my first question is, "What is the best channel to get support from Cox?" I'd like to point out that they have no way for you to get copies of the chats from the app.

My second question is, based on my problems (technical details below), is there any hope in getting Cox to resolve my issues?
<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 435000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 33 357000000 Hz 1.7 dBmV 38.6 dB 463 2213
2 Locked QAM 256 34 363000000 Hz 1.5 dBmV 38.9 dB 725 4299
3 Locked QAM 256 35 369000000 Hz 1.7 dBmV 38.9 dB 1137 3715
4 Locked QAM 256 36 375000000 Hz 1.7 dBmV 38.9 dB 656 4195
5 Locked QAM 256 37 381000000 Hz 2.0 dBmV 39.2 dB 119 1359
6 Locked QAM 256 38 387000000 Hz 1.5 dBmV 39.2 dB 103 872
7 Locked QAM 256 41 405000000 Hz 1.2 dBmV 39.2 dB 169 1349
8 Locked QAM 256 42 411000000 Hz 1.2 dBmV 38.9 dB 104 1986
9 Locked QAM 256 43 417000000 Hz 0.9 dBmV 38.6 dB 97 1315
10 Locked QAM 256 44 423000000 Hz 0.2 dBmV 38.9 dB 115 2087
11 Locked QAM 256 45 429000000 Hz 0.0 dBmV 38.6 dB 91 1420
12 Locked QAM 256 46 435000000 Hz -0.4 dBmV 38.6 dB 108 1951
13 Locked QAM 256 1 783000000 Hz 0.7 dBmV 38.9 dB 722 3140
14 Locked QAM 256 2 789000000 Hz 0.7 dBmV 38.9 dB 156 2110
15 Locked QAM 256 3 795000000 Hz 0.2 dBmV 38.6 dB 155 1066
16 Locked QAM 256 4 801000000 Hz -0.2 dBmV 38.6 dB 320 2996
17 Locked QAM 256 9 831000000 Hz -0.2 dBmV 38.9 dB 5184 47685
18 Locked QAM 256 10 837000000 Hz 0.0 dBmV 38.9 dB 66 33
19 Locked QAM 256 11 843000000 Hz 0.2 dBmV 38.9 dB 262 3095
20 Locked QAM 256 12 849000000 Hz 0.2 dBmV 38.6 dB 222 2087
21 Locked QAM 256 17 879000000 Hz -2.0 dBmV 37.6 dB 43 0
22 Locked QAM 256 18 885000000 Hz -1.4 dBmV 38.6 dB 438 3007
23 Locked QAM 256 19 891000000 Hz -1.2 dBmV 38.6 dB 120 1157
24 Locked QAM 256 20 897000000 Hz -1.5 dBmV 38.6 dB 153 1063
25 Locked QAM 256 21 903000000 Hz 0.5 dBmV 38.9 dB 5877 8478
26 Locked QAM 256 22 909000000 Hz 0.0 dBmV 38.6 dB 7535 10866
27 Locked QAM 256 25 927000000 Hz -1.5 dBmV 38.9 dB 373 2008
28 Locked QAM 256 26 933000000 Hz -2.7 dBmV 37.3 dB 45 6
29 Locked QAM 256 27 939000000 Hz -3.7 dBmV 37.3 dB 35 81
30 Locked QAM 256 28 945000000 Hz -2.5 dBmV 37.6 dB 439 1807
31 Locked QAM 256 29 951000000 Hz -3.2 dBmV 37.6 dB 36 3
32 Locked QAM 256 30 957000000 Hz -3.2 dBmV 37.3 dB 146 982

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 19400000 Hz 46.5 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 25800000 Hz 42.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 32200000 Hz 41.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 38600000 Hz 42.3 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Current System Time: Tue Mar 31 10:07:54 2020
System Up Time: 19:20:49
Time Priority Description
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Ranging Request Retries exhausted
Mar 30 2020 14:44:57 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Mar 30 2020 14:45:33 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 30 2020 14:45:33 Critical (3) No Ranging Response received - T3 time-out
Mar 30 2020 14:46:53 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 30 2020 14:46:53 Critical (3) No Ranging Response received - T3 time-out
Mar 30 2020 14:48:05 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 30 2020 14:48:05 Notice (6) TLV-11 - unrecognized OID
Mar 30 2020 19:15:05 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Mar 30 2020 19:50:10 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 30 2020 19:50:10 Critical (3) No Ranging Response received - T3 time-out
Mar 30 2020 19:50:30 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 30 2020 19:50:30 Critical (3) No Ranging Response received - T3 time-out
Mar 30 2020 20:13:47 Critical (3) Unicast Ranging Received Abort Response - initializing MAC
Mar 30 2020 20:13:48 Critical (3) No Ranging Response received - T3 time-out
Mar 31 2020 01:09:23 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:10:48 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 31 2020 01:10:48 Notice (6) TLV-11 - unrecognized OID
Mar 31 2020 01:10:52 Critical (3) No Ranging Response received - T3 time-out
Mar 31 2020 01:11:49 Warning (5) Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired
Mar 31 2020 01:11:49 Warning (5) TCS Partial Service
Mar 31 2020 01:12:19 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:13:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:13:34 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:14:24 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:14:54 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:15:44 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:16:14 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:17:04 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:17:34 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:18:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:18:53 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:19:43 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:20:13 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:21:03 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:21:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:22:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:22:53 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 31 2020 01:23:43 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 31 2020 01:23:55 Critical (3) No Ranging Response received - T3 time-out
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