Sounds like there is ingress issue in your area. That is when bad signal is leaking in from somewhere on the copper part of Cox's network, causing a disruption. The leak can be anywhere from a bad connection behind an outlet in your house to squirrels chewing the wiring going to your house, to either of those things happening in someone house in your area, all the way up to the node where the fiber turns to copper/coax. Sometimes they can use a meter and other tools to isolate where the bad signal is coming from and fix the leak, but it takes time, some luck, and a lot of effort, both physical and mental, to do that. The technician who comes to your house usually doesn't have the tools or training to do it. They have to escalate to Maintenace. Did they give you a ticket number? You can use that to follow up with Cox.
As for what you pay, you should be able to contact billing once the problem is resolved for some kind of credit on your account. How much you get is a discussion between you and Cox's billing department as this is a forum to discuss technical issues. I do know they won't (nor should they IMO) reimburse for lost wages. Not only does Cox residential not have a service level agreement (SLA) but even most Cox Business accounts with an SLA won't cover that. If internet is mission critical you should look into a cellular or satellite-based backup. I think Cox offered such a service when they did security (Homelife) but not sure now. Either way you would probably be better off with a 3rd party solution since then you wouldn't have a man in middle mark up.
Thank you. I'm already looking at other companies as we speak.
Alright, I understand. If you change your mind, send us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We do want to help.
While looking, focus on fiber(FTTP) ISPs. Not only will they have faster upload speeds, they usually won't have a bandwidth cap, have less latency (good for zoom/gaming/etc), but it is an overall better, more dependable technology. Since it's fiber, it isn't prone to ingress problems like copper is, since it isn't electrically conductive. I thought AZ was one of the markets where Cox offers fiber so you might want to start there. See if you are in what is called a "brownfield" area, which means Cox offers both fiber and normal cable/HFC service. Do you just have Cox internet service?
I asked the 2 men that were here tonight about fiber and he said part of it is fiber up to the coaxle?
Yup, that is what HFC means. Hybrid fiber/coaxial. It is fiber from Cox to the node in your area, then coaxial from the node to your street and house. A few devices in-between of course. Pretty much all ISPs use fiber in some way. It's the "last mile" of the connection that is important. DSL used phone lines, cellular uses wireless, and HFC uses coaxial. FTTP is the only type that uses fiber into the home and uses a ONT for the fiber>ethernet hand off. Most problems are on that last mile though, so that is why fiber is just better. Hopefully they upgrade your area soon if for no better reason than to provide competition. It will either be DOCSIS 4.0 or fiber assuming you are already mid-split.
