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Smort's avatar
Smort
New Contributor
5 years ago

Sporadic Outages for 7 Days

Saturday, Jan 25, the internet went down for about an hour. Cox app said they were aware of the outage. Repeat on Sunday, only this time it's down for 6 hours. Monday, off and on all day. App says they are aware and working to resolve the problem. Tuesday, same. Internet would work for 30-60 minutes, go down for 2, later, rinse, repeat, over and over.

I sent a modem reset request. It said it could not be completed at this time. Tried and tried again, finally rest. Unplugged wi-fi routers, rebooted. Internet continues to go on and off. Then I received a text from Cox at 9 PM saying the outage continues, and they'll text an update at 7:30 AM Wednesday. Of course, no update. 

Wednesday, same on and off. About 7 PM I noticed a Cox truck in front of our neighbor's house working on a green box. He's there for a couple of hours. During this time, our Internet would constantly go off and on, so it appears he was working on it. It came up around 8 PM and stayed on throughout the night.

Thursday, however, sporadic access again, off, on, off, on.

Friday sometime after midnight, it goes out completely. I'm up at 3 AM (as usual) to get ready for work at 5 AM. Internet is dead as a doornail. I get to work, and go on Cox support chat since I don't have an internet connection at home. The agent is friendly, but checks and says they show no outage in my neighborhood.

Really? I have a web page from Cox at 3:17 AM that says otherwise.

"It appears to be cleared up now." He suggests my equipment might be at fault, and to check with the manufacturers. (Yeah, blame the victim.) Otherwise, there's nothing he can do.

No offer to send a technician. No offer to credit my account for the 7 days (so far) that I've had either spotty or no internet access. I try not to be one of "those guys" as I understand occasional problems occur. But 7 days? And then a denial that it's on their end? Ridiculous.

Just venting. Sorry.

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  • NicyBeezy's avatar
    NicyBeezy
    New Contributor

    I've been having the same issue. Someone mentioned that are running fiber in my area (I'm over by Ben Geren) and if it means I'm going to have the option to get Fiber, I'm ok with it but they should at least communicate with us that there are going to be issues for a few day. I'm trying to study and take online classes for a license I need for my new job and need reliable internet connection. This is making it tough. Not to mention, I am currently unemployed until the new job starts so I'm trying to get caught up on some streaming shows and it's making it hard/annoying haha

    • KevinM2's avatar
      KevinM2
      Former Moderator
      @NicyBeezy, I researched your area and I'm not detecting any outages or known issues over the past several weeks. We recommend unplugging the modem for at least 10 seconds and plugging it back in, as your modem has been online for quite some time now without a reboot. Please also ensure all connections are tightly secured and free of damage:

      www.cox.com/.../fixing-internet-connection-problems.html

      Are you experiencing slow speeds or drops in internet connection? -Kevin M. Cox Support Forum Moderator
  • KevinM2's avatar
    KevinM2
    Former Moderator
    @Smort, to discuss the billing details on your account and to research this inquiry further, can you please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com? It appears that you were located in an area that was experiencing intermittent network issues, and we show that this work has now been completed. We were performing infrastructure upgrades, with the intention of providing faster and more reliable services. -Kevin M. Cox Support Forum Moderator