Forum Discussion

Lucifer71's avatar
Lucifer71
New Contributor
4 years ago

Internet connection problems for the past two weeks!

I have been having connection problems since I moved in but they were minor and transient. The past two weeks it started with an uptick in instances. The past two days there is simply no connection? I had two techs come out and check the lines. I have two cable modem and router both new. Nothing is working. New cables. Two connections with the same problem. 

I am seriously about to find another isp. 

This is not an isolated issue. They are going to lose a lot of customers if this continues.

17 Replies

  • Hello. Your modem is currently offline and I do not see any issues in your immediate area. What lights do you see flashing on the modem? Also, please check all connections to the modem and make sure everything is nice and snug. Thanks. -Allan, Cox Support Forums Moderator.
    • Lucifer71's avatar
      Lucifer71
      New Contributor

      Hi Allen, Thanks for the update. Out if the four lights on my arris cable modem that is brand new I get a solid green on #1, flashing green on #2 then solid the flashing light on #3. Then it just repeats flashing green on 2 and then on 3 and back again. Internet light never turns on. I have two cable modems and one is an all in one unit. I have two connections and both do the same thing individually or when both are hooked up at the same time. I have been unable to connect for two days straight now. Not happy. I am having a health issue and I have family here helping me and they can't do their work because no connection. I have had two techs come out and four calls and have a tech coming out on Monday. So I am down until then.

  • jaura's avatar
    jaura
    New Contributor

    Have been suffering the same thing, had to move in with family for a little, and its been a STEEP decline since day 1. Upload today was 0.5mbps... it's not even funny, I can't do anything on this "internet", have to put it in quotes because it's not something they truly offer. 

    • SharonL's avatar
      SharonL
      Former Moderator
      Hello,
       
      The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone, and High-Speed Internet services with other customers. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.
       
      Sharon
      Cox Support Forum Moderator
  • Ddxb0704's avatar
    Ddxb0704
    New Contributor II

    Welcome to the party. Just upgraded to gigablast and all was well until 7 days  ago. I constantly have to turn everything off and back on. I am using my own personal modem and router well over 600 bucks and less than 6 months old. I got told that maybe it is my equipment, yet when I set up gigablast they said my equipment was more than capable. Seems like they want to sell me their panoramic equipment now. Right now the internet just dropped. No change on my bill though. If there was another isp I would have switched already. 

    • SharonL's avatar
      SharonL
      Former Moderator
      Hello,

      The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone, and High-Speed Internet services with other customers. This appears as if you may need someone to investigate your account personally. We would be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

      Sharon
      Cox Support Forum Moderator
      • Ddxb0704's avatar
        Ddxb0704
        New Contributor II

        Spoke with someone yesterday about the issue. I’m waking up once again to no internet. Last night, on my day off, I was  just trying to watch some Netflix and relax, instead nothing loaded. I chat with someone from Cox all the time. It gets old hearing it’s always the customers end. If gigablast would have caused this many problems with my own equipment, why was it sold to me in the first place? Why was I sold on my equipment was better or just as good as the panoramic modem from Cox? 

    • Mr__Castle's avatar
      Mr__Castle
      New Contributor II

      Same issues in 85032. And I have their modem. It's effecting all of Phoenix and the surrounding neighborhoods as well as Vegas.

  • jmcwilli's avatar
    jmcwilli
    New Contributor II

    Same issue in 85310.  At least twice a day for the past 3 to 4 weeks.

  • dnktillman1's avatar
    dnktillman1
    New Contributor

    Same thing happening to me and more frequently with the new Cox WiFi Panoramic modem.  I thought it was my old modem, but It is still happening after my modem upgrade.  I’m in zip code 85233 Gilbert AZ.  Cox, please fix this.

    • kibble's avatar
      kibble
      New Contributor

      I have he see issue . it been going on for 3 weeks now.   I never had a problem before.  no support help at all.  The chat help just kept transferring me to another agent. Cox store tole me to buy a new modem. I had a tech cancel my appointment without even contacting me.

      • JonathanJ's avatar
        JonathanJ
        Former Moderator
        @Kibble

        We like to look further into your issue please email your full name and address to cox.help@cox.com. Also, provide a link to this thread.

        Jonathan J
        Cox Moderator
  • snl1024's avatar
    snl1024
    New Contributor

    Same issue for me in 85284. It happens nearly every day just after 2 pm.  I tried keeping a fan on the modem just in case it was getting too hot but continues to fail.  Frustrating.

    • quixotictif's avatar
      quixotictif
      New Contributor

      Same issue in 85705. They are trying to blame my modem. Refuse to send out a tech until I agree that I may eat a $75 fee and should probably sign up for an extra service that's an additional $10 fee every month. 
      I highly suggest tring to find a new ISP. Cox is unhelpful, greedy, and not at all concerned about customer service. 

    • Allan's avatar
      Allan
      Moderator
      @Snl1024, Are there any splitters or signal amps on the cable line going to the modem? If so, is it possible to bypass them temporarily to see if that helps? -Allan, Cox Support Forums Moderator.
  • dot125705's avatar
    dot125705
    New Contributor

    Same with me. I used the cox app to chat with support and it's honest to god one of the worst chat supports i have ever dealt with and they purposefully disconnected from me one time and another stopped answering altogether lol. They seem to never fix my issue. Maybe someone on the forum can... it seems my modem has really high uncorrectables to correctables that doesn't seem to go away with any modem reset. i suspected this is causing packet loss. had a tech out a couple months ago and i guess they did nothing as it didn't fix the issue. thought it was my equipment but netgear says otherwise so im at a loss. getting like less than 10mbps at times and paying 100 dollars a month. yiiikes.

    • Allan's avatar
      Allan
      Moderator
      @Dot125705, We will need to look into this issue further for you. Please send us an email with your full name, address, and a brief description of the issue to cox.help@cox.com. -Allan, Cox Support Forums Specialist