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timster330's avatar
timster330
New Contributor
3 months ago

Increasing frequency of internet outages (T3 timeouts)

I'm having ever more frequent internet drops over the last several weeks. It typically drops for only 1 to 10 minutes at a time. But happening more frequently of late. Sometimes it recovers on its own. Sometimes I need to reset the modem (Netgear CM1000v2). When I check the logs in my modem, the outages always seem to align with "T3 time-outs". My understanding is that this is indicative of some upstream interference, outside of my house. Perhaps stemming from an issue elsewhere in the neighborhood.

I have read lots and lots of other accounts of people that experience this, and what seems like a very difficult issue to resolve. Pinpointing where in the system the issue is, source of noise/interference, etc. requiring more sr tech's to figure it out.

I just spent the last 3 hours with a Cox live chat agent trying to express the issue. But only met with responses like "Thank you for staying connected". Or "I completely understand your concern. Thank you for reaching and letting us know about...". Clearly copy/paste responses the call center uses. Then asking me about other devices in my house, etc. I get it that Level 1 support is what it is. But when 20-30 minutes go by between each response, this is an unworkable path towards resolution.

I've heard an informal FCC complaint is the only way to get any action. Is that really how the process works? I'm asking the community for a practical way to get support. The end of the last chat with the live agent ended with a presumptive "Just to recap, you messaged us today about your internet . I helped you with the internet . Your satisfaction means everything to us . Have we covered everything you wanted to discuss today?" 

Um...no.

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  • Hi, thank you for being the best part of Cox. We really strive to provide a superior experience at each interaction, and I know how important it is for you to have reliable service. I want to make this right. I am sorry that the chat was not of an assistance. When you have a moment, please send us an email at Cox.Help@cox.com. Our forums are used for customer-to-customer support related to Cox home services so, I will be turning off further replies to this post. We look forward to working with you.