Forum Discussion

brhudd's avatar
brhudd
New Contributor
2 months ago

Phoenix Issues Ongoing

Cox will not acknowledge an issue. Had a tech onsite yesterday, new modem and new router, still dropping connections, and slow speeds. Cant even access the Cox app without turning off wifi. The online chat just tells me it all looks good from their end and they can send a tech back in a few days. 

They should at least acknowledge the issue. Paying for gig speed and getting 100Mb when it does work. Then drops connection over and over. 

Panoramic app cant even run a speed test due to dropped connections. 

But the network is fine LOL

  • GregP1's avatar
    GregP1
    Moderator
    2 months ago

    Hi Brhudd, 

    I apologize you are having trouble with our service and for the experience you had in getting help with this. Please contact us privately so we can locate your account and start to investigate. Our email address is cox.help@cox.com Please be sure to include your name, full street address, and a link to your forum post.

    Greg

    • brhudd's avatar
      brhudd
      New Contributor
      2 months ago

      I have contacted you, all your team does is tell me to restart everything and they can send a tech. I am out of town the next two days and you cant have someone here today. They came yesterday and did not confirm the issue was solved. 

  • melisa_rothas's avatar
    melisa_rothas
    New Contributor II
    2 months ago

    Same here. Talked to CHAT for over 2 hours trying to get help. They finally offered to upgrade with the false impression that would fix the problem. Never claimed it would but they imply, there way of scamming the customer. Even after I declined they still created a work order and tried to bill me. Had to call and get it reversed.

  • brhudd's avatar
    brhudd
    New Contributor
    2 months ago

    the last two nights they have text noting an outage, and then re-text confirming resolved, but nothing has been resolved. 

    • AllisonL's avatar
      AllisonL
      Moderator
      31 days ago

      Brhudd, we truly apologize that you are still experiencing issues. If you change your mind, and would like further support, please feel free to email us. 

      • brhudd's avatar
        brhudd
        New Contributor
        31 days ago

        I have emailed you. you continue to tell me it is not your equipment. I have severe delays connecting to sties and apps. Once connected speeds are okay but the connection is very unstable. As an example the xbox app takes 1-2 minutes to connect, prior to Monday would be almost instant. Fortnite takes roughly 5 minutes to connect and has instability. Netflix will not work on wifi. I was on a zoom call and it froze. 

        All of the above issues, when I switch from your wifi to mobile hotspot are gone completely. Instant connections and no issues streaming. The zoom call was so much cleaner on 5g. This is all new since Monday/Tuesdays issues. 

        I haver a tech coming today, and also ordered a mesh router of my own, and i am not confident in your gateway. Your email support team insists it is wifi interference. This router is in the same location as prior, and all devices show a strong signal in your app. Additionally, just now the panoramic app said no connection, while i was in the same room as the gateway. I explained this to them and that i was having the same connection issues in the same room as the gateway. 

        I will update the thread once a tech comes and hopefully this can be solved.