scerruti
6 years agoNew Contributor
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.
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?
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?
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Upstream Bonded Channels | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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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 |