Forum Discussion

irish17's avatar
irish17
New Contributor
6 years ago
Solved

I received new modem which I was told was free and there would be no additional charges associated with it

I tried to set up new modem and now I do not have phone service.  I was told on phone that the new modem does not service phone.  I just assumed the new modem would sufficient support what my origina...
  • Allan's avatar
    Allan
    6 years ago
    Hello Irish17. We can certainly look into these issues for you. Please send us an email with your full name, address, and a link to this thread to cox.help@cox.com so we can help. Thanks. -Allan Cox Support Forums Moderator
Bruce's avatar
Bruce
Honored Contributor III
6 years ago

Been there; done that.  After I did a self-install, I had to wait another 23 days for phone service.

First, when the Solution Store issued my first eMTA, the power receptacle was cracked in half.

Second, when the Solution Store issued my second eMTA, the reps failed to administer my "Third-Party Verification" (twice).

Third, although I did the self-install, I had to still schedule a tech to rewire my patch-panel from circuit-switching to packet-switching.

Fourth, I couldn't schedule an appointment for the tech until I completed the Third-Party Verification.  I had to use Google Voice because I don't want a cell phone...or to bother a neighbor.  I scheduled the soonest tech:  7 days.

Fifth, Cox had to reschedule my initial appointment window from 10 AM-1 PM to 5-7 PM.  No go.  I live in a townhouse community and the Property Manager wouldn't have been on-duty to issue the key for the Comm Room.  I had to reschedule to another 7 days.

Sixth, the tech had to troubleshoot for 3 hours because whomever he was calling to provision my eMTA didn't know how to provision an eMTA.  It took 5 attempts with 5 reps.

That's just the streamlined version.  Good luck, grasshopper!

  • irish17's avatar
    irish17
    New Contributor
    6 years ago

    Wow.  Thanks for your reply even though its a bit gloomy.  I was initially told service store close to my apt.  but it is now closed.  I was told there would be no additional cost for the replacement modem or related cost to it.  Which I specifically asked about.  I have spent the whole day while borrowing neighbor's phone to try to find resolution.  IT sounds like now I'd have to rent another modem and/or router monthly.  I never authorized new modem to be activated.  After I tried to connect new modem I saw that I didn't have phone line working and my calls started.  I do hope that the calls are recorded because they can track the poor communication which was shared.  I'm researching some other options right now.  Sadly, not much support given for long term customer.  It looks like they just want to find a way to add some additional charges.  Which I'm not interested in.

  • irish17's avatar
    irish17
    New Contributor
    6 years ago

    now I'm on email follow and they want to know all the numbers of equipment.  I would think they would have in their system.  

    • Bruce's avatar
      Bruce
      Honored Contributor III
      6 years ago

      My entire self-install kept revealing new obstacles.  It was consistently one step forward then two steps back.

  • LisaH's avatar
    LisaH
    Moderator
    6 years ago
    Hi Bruce and Irish17. If you need help with activating your equipment or with your internet service, please email cox.help@cox.com and include the complete address and name on the account and we will be glad to assist you. Thanks, Lisa - Cox Support Forums Moderator
    • Bruce's avatar
      Bruce
      Honored Contributor III
      6 years ago

      What a peculiar reply.  After my futile self-install, my only method to communicate was email.  I emailed on Day-1 and was finally activated on Day-23.

      The problem wasn't sending an email; the problem was all the relentless obstacles since the initial email.

       - Cox Issued Defective eMTA
       - Solution Store Failed to Administer Third-Party Verification (Twice)
       - Cox.Help Refused to Administer Third-Party Verification via Email
       - No Cell Phone, No Interest to Bother Neighbors, No Interest for 4th Trip to Solution Store
       - Unknown Requirement to Rewire Patch-Panel
       - Soonest Appointment to Rewire:  7 Days
       - Cox Repeatedly Called Inoperable Landline for 2 Days to Reschedule Appointment
       - Soonest Rescheduled Appointment to Rewire:  7 Days
       - Cox Support and Tech Failed 4× to Provision eMTA within 2 Hours
       - Cox Failed to Credit 23-Day Telephone Outage

      • Allan's avatar
        Allan
        Moderator
        6 years ago
        Hello Bruce. I can certainly understand your frustration. Please let us know via email if you are still having issues with the service or if the listed issues above were not resolved. We will be here to help. -Allan Cox Support Forums Moderator
    • irish17's avatar
      irish17
      New Contributor
      6 years ago

      I'm not sure if anyone is working on weekend?  I sent two emails to the above listed address @ 4 hours ago with no response as of yet.  Since set up new modem I am having issues with internet getting message group/resources not in correct alignment to perform function, or long script running, website no responding.  Its slow to open emails or new pages and at times has shut down.  Has anyone else had any of these issues.  Please advise.

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hi Iris17, our records indicate a technician is scheduled to go out and investigate this matter further. Did you ever receive a response from our support team at cox.help@cox.com? -Kevin M. Cox Support Forum Moderator