Forum Discussion

Threeinhand's avatar
Threeinhand
New Contributor
3 days ago

Losing service multiple times a day

I have cox 2 gig service and for over a month now, my internet just quits working and the modem light turns red. I have contacted support (which is a waste of time) multiple times with zero resolution.  Specifically customer service “scheduled” another tech and then cancelled the appointment without informing me. Another instance they said they were sending another modem to replace the current modem, that was 2 weeks ago and when I reach out to them for a status, they say they don’t show one even being ordered.

I’ve had 4 different techs at my house and my neighbors are having the same issues.  The techs stated it’s a known issue with no fix. Cox won’t acknowledge this issue nor credit my bill for losing my service multiple times a day. This issue needs to be fixed!!

Service
  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    3 days ago

    Anything change last month when the problem started? Also, can you post your signal levels from 192.168.0.1 > user;admin password;password > Connection > Cox Network > Scroll down and look for downstream and upstream levels. Might need to scroll around and take several screenshots to show the data.

    Last, how does the coax get from  the street to the room the modem is in? Any splitters, filters, or amps? Do you live in a house or a apartment?

    • Threeinhand's avatar
      Threeinhand
      New Contributor
      23 hours ago

      Nothing changed. No splitters and they have now installed a filter but couldn’t answer why they installed when it was never there before and everything was working well.  I live in a house and the first tech came here and replaced the coax from the street to the house without taking a reading before or after he replaced it  

       

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        12 hours ago

        So you live in a house and the coax goes direct from the pole to the room the modem is in(besides filter)? You are internet only and only have 1 outlet in your house? Also, does the problem effect both wired and wireless devices? Do you see anything under Troubleshooting > Logs > Event logs? Don't post the logs unless you edit out the HFC MAC address. 

  • LatitiaS's avatar
    LatitiaS
    Moderator
    3 days ago

    Hi Threeinhand,

    i can't imagine how upset I would be if I were in your shoes.  I am truly sorry for the frustration and aggravation you have been through.  I would really like to investigate what is happening and look into why we didn't send out the replacement modem.  Please send us an email to Cox.help@cox.com with your account details.  Be sure to include the URL.

    Cox Support Forum Moderator 

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      3 days ago

      I am curious. Who marked the moderator's post as the solution? It doesn't seem to be OP. I mention it because there have been reports of posts being marked a solution by moderators and/or someone else, even when the problem isn't solved. 

    • KJ2000's avatar
      KJ2000
      New Contributor II
      2 days ago

      This isn’t a solution. 

      • ChrisJ2's avatar
        ChrisJ2
        Moderator
        2 days ago

        I'm really sorry for the issues you're experiencing, as well. Please email us at cox.help@cox.com with your full name, complete street address, the details of your concern and a link to this post. I want to help. 

  • KJ2000's avatar
    KJ2000
    New Contributor II
    2 days ago

    This same thing happened to me by the Cox “supervisor tech”.  Matthew was his name. In the Tulsa OK market.  He was an actual employee of Cox and not a subcontractor.  I have had cox for 15 years and I’m getting really close to shopping around.  I’m sick of the runaround.  Everything from the Cox access box to my house is all new now.  Cox paid for a new line (that is still not buried).  I paid for new lines in my house.  I paid for new router and modem system.  Still dropping.  And not this Matthew cancels my appointment.  The left had doesn’t know what the right hand is doing.   Not only should I not have to pay anything for any of these calls that replaced the wiring, I am owed at least a month or two of service fees back.     Sorry you’re in the same boat.  

    • Threeinhand's avatar
      Threeinhand
      New Contributor
      23 hours ago

      Thanks for letting me know and this is very frustrating. It’s definitely a service/supply issue from cox, but they seem to not care and haven’t even owned up to the issue. They just keep acting like nothing is wrong.