Why do I HAVE to have a service tech?
I have to call multiple times to have Cox reset my modem that they "can't find" because I bought it personally because I could never get theirs to work. When I called today the agent was absolutely r...
Forum Discussion
troeder I can see how having to call would be frustrating. We are unable to reset your modem if it is not connected to our network. Without having a tech out it would be impossible to guess what might be the cause as we are unable to check each connection point remotely, like a tech onsite can do. Depending on the root cause of the issue, there may be a charge of $75 associated with the visit. If the problem was caused by Cox equipment or signal delivery on our network you would not be charged. It is the technician's determination to waive the fee if the problem was caused by Cox equipment or signal delivery. Please see https://www.cox.com/residential/support/cox-complete-care.html to learn about Cox's solution for coverage of repairs and advanced technical support. If you have any questions or concerns specific to your account I would recommend reaching out to us directly so the details can be discussed privately. We would never want you to share account specific information in a public forum. We're available on Twitter/X at @CoxHelp, on Facebook, or by email at cox.help@cox.com.
Colleen, how would the problem be impossible to guess? How is anything impossible to guess? How would you troubleshoot this problem if you were having problems with your internet? Would you have to look up your modem in your own tools? I am really not trying to be a jerk here because you're actually one of the few moderators here who help. I will try to help the user with basic troubleshooting in an attempt to both save the user time, money and effort and possibly cost for your company. I will not try to understand you're troubleshooting anymore though. However, if you would like to discuss this, please post on the thread I made on the issue. Thank you and have a nice day.
If all the technicians available spots are filling up quickly ... Wouldn't you say there is an issue in the area? Asking a serious question, because to me that's where I'm at with it. I've found a new Internet provider and will cancel as soon as the new one is installed. I've fought with Cox for 9 years and it's just not worth it anymore.
Were you asking me or the moderator?
If the Cox modem cannot be seen, and you got yourown modem and IT cannot be seen, you have a signal issue. MAYBE the outlet you are trying to use isn't connected. Have you tried any other outlets in the home? Have you checked the splitter outside, (if there is one)? Have tried a different cable wire> If none of those are a fix, then your self install will be converted to a pro install and may cost you 100$
The system isn't new. Been running exactly the same for two years. It is my modem because everyone they ever gave me had more issues then I can count. We've tried different plug ins. And it's been fine until they started running static ip underground in our neighborhood, but instead of cox just saying that is the issue, they are scheduling everyone a tech. The lady even said it was filling up fast in my area ... Possibly because we are all having the same issue. I'm just waiting on my new Internet system to be delivered this week and we will cancel cox. It's been an ongoing issue with them for 9 years and it's not worth my time anymore when another company is able to handle it. The customer service with Cox has always been the worst and I don't want to argue over it.
If you have a new modem, and they cannot see it, AND you have been using the internet at this cable outlet, call Cox tech support, and request escalation to CAG. Have the CAG verify that the cable modem MAC ID is correct. if it is wrong, you will have an unroutable172 IP address.
