Forum Discussion

deanchat's avatar
deanchat
Contributor
2 years ago

Newer modem won't work with slower service plan? This sounds fishy.

Hi, I have older service plans (“Cox Internet Preferred” (250/10) and “Cox Advanced TV Premier”).  I have a personally owned Motorola/Arris SB6141, which is DOCSIS 3.0, and on the Cox list of certi...
deanchat's avatar
deanchat
Contributor
2 years ago

Many thanks for the input.   How does one escalate?  Do I just call support and immediately ask to escalate?

  • LisaH's avatar
    LisaH
    Moderator
    2 years ago
    Hi Deanchat. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, 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. - Lisa, Cox Support Forums Moderator
    • deanchat's avatar
      deanchat
      Contributor
      2 years ago

      Thanks Lisa!  I will contact the Cox help folks with the information you indicated.

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 years ago

        Let us know how it goes. Always interested in review of the support the moderators here give.

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    2 years ago

    Yes, request escalation to CAG to get your modem provisioned. 

    • deanchat's avatar
      deanchat
      Contributor
      2 years ago

      What does "CAG" mean or stand for?  Thanks!

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor
        2 years ago

        Customer Advocacy Group.