Outages and inconsistent information from Cox

Question

We have been without internet and TV service for about 48 hours now. I have gotten rare texts from Cox saying they are "still working to resolve the issue." One online agent told me it was related to a storm we had. Another said it was due to some planned maintenance of the system. First, if it was planned, why is this taking so long. Second, if it was planned, why weren't we given some warning. Third, why the complete lack of transparency from Cox? Really disappointed in Cox right now.

widermouthopen · Answer

If the issue persists, would you recommend another brand modem? 
Best to look at the levels and logs first before buying a new modem. 90% of the time it is signal related, specially if there are problems in your area. I just brought that up for FYI incase you did see high downstream levels or if going through a coaxial signal amp.

widermouthopen · Answer

What model modem do you have? Hopefully not a Panoramic gateway. Can you post the signal levels? Also, anything critical in the logs?
Also, I hear there is a big outage/update going on today near Phoenix. See here. Maybe they are finally fixing the issue?

widermouthopen · Answer

I hear Motorola modems have a hard time if the signal is too strong. Probably not your issue but something to keep in mind when you look at your signal levels. Also, I understand the heat we have been seeing may play a role. Do you notice if the outages are during high-noon or other hot times? Either way, fingers crossed for you.

trakrunr4evr · Answer

Understood. Thanks for the prompt replies and assistance!

widermouthopen · Answer

Sounds like a upgrade that went wrong. The planned part was probably only over night during maintenance period. Once something goes wrong it takes time to diagnose the problem and prepare a ETR. Hopefully they fix it soon. For trending reasons, what area are you in? AZ or OK by any chance?

Forum Discussion

Outages and inconsistent information from Cox

Related Content

Inconsistent and Incorrect Outage Information - Extremely Frustrating

Another outage

Internet outages

Outages

Cox outage and no information

Recent Discussions

Going over on data??

SPAM

I Pay TOO MUCH For This

Transfer service

Frequent connection loss