Forum Discussion

Hagary's avatar
Hagary
Visitor
2 hours ago

Modem suddenly showing 3.2 BILLION errors on 2 channels, packet loss, Cox "looks fine"

How do you escalate to actual support in this place?  I'm a 15 year Cox residential customer with bulk internet through our HOA. Last time it took escalation to the FCC to get them to fix this.  They dispatched a tech who fixed some channels and swapped my drop and it was all good. 

Five months later it's bad again and again, they say everything looks fine. Does everything take an FCC complaint?  The dang modem is SHOWING THE BILLIONS OF ERRORS, including Uncorrectables.  Denying it without doing anything doesn't make it go away.

Semi-rant aside, how do you get actual help at Cox?

packet loss
  • RaquelD's avatar
    RaquelD
    Moderator
    2 hours ago

    Hello. I'm sorry to hear you have been having trouble with your internet that have not fully been resolved. We would be happy to look into this for you and address your concerns. When you have a moment, can you please email cox.help@cox.com with name, address, and link to forum thread so we can assist? You can also reach us on Twitter/X at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.  

    • Hagary's avatar
      Hagary
      Visitor
      35 minutes ago

      I've sent the email and an "escalation team" rep emailed me to say there are no error on my modem.  I have sent a response with this pic from 2 hours ago: