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rrozniarek's avatar
rrozniarek
New Contributor
2 months ago

Panoramic Gateway Router Broken

Hello,

I was in the middle of playing on my PS5 when the Internet suddenly went down. The panoramic gateway router suddenly would not turn on and has no light on when plugged in. I tried resetting it, plugging into a different outlet, and following the troubleshooting tips on the app as well as chatting with an agent online. I asked if I could go to a store to switch the router out. The agent told me no and they need to send a technician out and for most things it won't cost money, but if they come and it is a personal device issue then they may charge $75. I said to schedule a technician and they then said it would be $75. Has anyone else had this issue? Is there anyway I can switch the router out?

1 Reply

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

    Hi rrozniarek,

    I'm sorry to hear you've lost service. Service calls do not result in the fee when the issue is found to be with Cox equipment or Cox signal delivery. If you're using a Cox provided modem, this can also be swapped at our store.

    If the modem is no longer lighting up when tested in a different power source, it sounds like the swap would be needed. If you'd like me to arrange service call for that, I'd be glad to do so. Please feel free to email us at cox.help@cox.com

    Thank you.