3.5 Weeks later - Issue has gotten 10x worse. Outages are every 30 minutes for 20 minutes long. During the outage, sometimes the modem loses signal and lights go out. Other times the upload speed just sits at 1-2 mbps when it's usually 30 mbps upload. When I call into Cox, now it says 24-7 that my area is experiencing an outage. So I can't even schedule another tech visit because your techs can't schedule ruing an outage. My neighborhood is basically designated as BROKEN. You all need to ESCALATE THIS and get it FIXED !!!!!!!!!
Out of the 7 techs sent to my property (in the past month), only 1 was a field tech specialist even though they were all requested to be supervisors. The field tech specialist created my Maintenance ticket. Maintenance found the problem (shows red on the node graphs every hour) but the ticket is still pending and the problem is persisting with no update for the past week. If they have found the problem, and isolated it to Helix Apartments at 1700 Alta then FIX IT. Turn off their internet until it's fixed. There's no reason my internet (I don't live in that complex, although we apparently share a node) should be down for 1 month straight because of bad connections in an old apartment complex.
DO SOMETHING TO FIX THIS PLEASE. ESR # 000002916417
That story you got is pure BS! Those apts would not cause your internet to be down! It is sad that you feel it is okay to shut them down but not you?
I finally got a phone rep to contact the level 3 maintenance rep assigned to my ticket. He read the correspondence out loud to me as he received it.
My home is at the end of the line from Helix Apartments. Any noise or interference coming from the complex is degrading my connection and causing 20-30% packet loss and low speeds.
The noise on the line is being created by bad wiring in the apartments and maintenance team has yet to be able to track it down. So yes, Cox is not going to disconnect 100+ apartment to troubleshoot the problem that is only affecting 20+ single family homes. You ask if I’m being fair? Huh? My wiring and equipment is brand new, I’m not ruining anyone’s connection. Cox should absolutely do what it takes to fix my internet. It’s been 4 weeks. If another home has bad wiring then they should be fixed or shut down. If my house was the one causing the issue they would shut me down in a second. I think you didn’t think this through before you asked if I was being fair?
Cox bought out Prime cable around 1997. I was part of wiring up your town for Cox. Cox could make it where your lines are not connected with the apartments and run a new line. If they wanted they can rewire the complex. But I am sure what ever cost the less is what most companies do. I would run a new line and set up a node for your homes. But I am old school and those days are long gone. Good-luck.
