Yea, the Panoramic platform leased by Cox from Comcast is junk IMO. One of the worst calls Cox has made in a long time.
which one though? they used two different vendors, i had the technicolor and now the arris, both have the same issues. the arris seems to resolve faster if unplugged but the technicolor to my knowledge uses a broadcom chipset which is usually more reliable than intel puma.
I was Data Tier 2 for Residential, something I enjoyed, because I am amongst other things, highly trained in analog and digital communications, with specialized training in Newbridge Mainstreet, Simplex, Micom, Bay networks, Cisco, as well as Microsoft, (MCSE/MCSI) Novell, and more. They combined Data Tier 2 into cag, so instead of having a group that was specialized and highly trained in data communications, (and knew how to troubleshoot and get stuff fixed), now we were Jack of all Trades, and master of none. I can't even begin to tell you how many members of the cag didn't know the difference between POP and IMAP, and I even got text messages requesting email help from CAG members, months after I retired. Instead of keeping a group that was more capable of assisting customers in place, the put us in a position where we now had data/telephone/cable/billing/complaint department/and I don't know who can help you so let me transfer you to CAG, and now all the PREVIOUS CAG members now had DATA added to their plate, and many are STILL not prepared for that because as I said, jack of all trades, master of none.
I was under the impression that all the hardware used the same Panoramic platform, atleast with Cox. They have mostly Technicolor but also use Commscope and Arris too. Either way, I would never touch a gateway. Separate router for life. However I can see why you might, so Cox has nothing else to blame.
thats exactly it. if im using your equipment. and im having these issues on different models. its obviously not me. and you sound like you work for cox or have worked for the industry so you know the game. personal modems, routers and gateways are out of scope.
Out of scope, but they perform so much better IMO. Not only can you then control the router firmware but you can access features like port forwarding and DNS without having to use the buggy app.
Also, yes I used to work for Cox. Resi and Cox Business Tier 2 however that was almost 10 years ago now. Like Comcast, Cox brain drained most of their Tier 1 and now they are basically script monkeys.
Oh Im full aware. the company i worked for had contracts with both cox and comcast. and tier 2 slowly became tier 1. and tier 1 quickly became "run this script until they hang up or it works". i have no problem having my own modem, i have a mb6800 or whatever right here. if cox still allowed you to have 2 modems, i would have it plugged in just for diagnostics. but if i get it switched id have to return the cox@home gateway because it wouldnt be able to be added or provisioned onto the account anymore. so id have to make another trip to the store just to get another gateway. its funny how you sit through tons of calls regarding people losing their job from ** internet and then you become that person and you know there is nothing you can do. ive had women and men break down and cry from the threat of losing their work at home jobs which took them years to be able to qualify for (pre covid). its a shame. it really is.
ive had women and men break down and cry from the threat of losing their work at home jobs which took them years to be able to qualify for (pre covid).
That was one of the reasons I left Cox Business. When I got the position it was Tier 2 and we only took escalated calls after the basic stuff was done by Tier 1. However they found it was cheaper to hire a few more CB reps and make all of Tier 2 now Tier 1. They even forced us to change our email signatures so it no longer said Tier 2.
Part of the reason I help out here it to refill my karma meter. There were so many people I wanted to help but was out of scope of what I could do. That is why I enjoyed working for Cox Tech Solutions(CTS) before I left Resi for CB. We were basically given free reign to help any customer we could. I was a bridge engineer so I specialized in getting badly infected computers to connect to the LogMeIn platform so the real experts could clean them.
