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Josh1018715's avatar
Josh1018715
New Contributor
15 days ago

Very slow CoxWiFi hotspot from my cox panoramic

I've used this hotspot that runs off of my panoramic modem for about a year now with zero performance issues, but as of early last month there was a maintenance for cox in my area for about 3-4 days. During the last 2 days of the maintenance my CoxWifi hotspot that runs off of my panoramic modem started to perform VERY unstable and VERY slow. Examples would be before the whole maintenance thing I could browse any website and it would load perfectly like it should, but now on EVERY website it takes forever to load or doesn't load at all and I have to spam the refresh button. It also has a very unstable connection to any website that I'm currently on at any moment like it would stop loading the page half way through. The max devices I have connected on that hotspot is only 1.

Before I've decided to do anything. I chose to wait it out for a good week to see if it went back to normal, but as you can see it's been almost a month now and it's still the same.

Now I'll list out what I've done.

I started with the basics by unplugging the power cable for the modem for about 2mins and plugged back in.

I restarted the modem from my phone using the app.

I even went into my cox account to turn on and off the CoxWiFI hotspot.

Another option i thought about doing is factory resetting the modem, but I doubt it'll fix the problem. 

I've called customer service twice. On the first call all they did was file a report for me as they asked me questions about my problems. On the second call all they did was turn off and on my CoxWiFi hotspot. What I found funny about the second call was that I asked if there's a way to directly have the CoxWiFi hotspot be reset and the response was no. 

After those calls I felt abandoned like even COX CUSTOMER SERVICE can't help solve the problem I have when using their own feature that they provide? 

What's the whole point of having the hotspot feature at this point when it performs like **bleep** now?

My last problem I had to fix it myself not even customer service helped. I'm guessing I might have to solve this one myself too, but I hope someone does have a solution. 

 

 

 

 

 

 

connection issues

3 Replies

  • GregP1's avatar
    GregP1
    Moderator
    14 days ago

    Hi Josh, 

    I'm sorry to hear you are getting slow speeds when using the Cox wifi hotspots at your home. It is not recommended to use the Cox wifi hotspot when you can connect to your home network, as your home network is much faster. I'm listing home general information that may help below. I'm not saying that any of these are the specific issue you are having, but it may help point you in the right direction 

    The Cox wifi hotspot is designed for other Cox customers to access the internet when away from their home networks. Each pano modem that has the wifi hotspot enabled is limited to 5 simultaneous connected devices, and the speed should be about 50 down and 5 up. If you are in an area with multiple Cox wif net networks, your device should connect to the one with the best signal. To test this power off your modem, wait a few minutes, then see if you can still see a Cox Wifi network. If you can, then you may be connecting a neighbor's Wifi network to it instead of your own Pano modem. 

    The Types of devices that can connect are limited. Devices like printers, smart TVs, cameras, bulbs, and switches, even if you can sign in, may still not work. We recommend using only the following types of devices. 

    • Laptops using Windows or Mac operating systems
    • Tablets using iOS, Android, or Windows 8 operating systems
    • Smartphones using iOS, Android, Windows 8, or BlackBerry operating systems

    Devices logged into your private WiFi network are blocked from logging in to the CoxWiFi SSID on your home gateway so we can provide you with the best possible WiFi service. If you have to replace your home gateway, and a device connects to the CoxWiFi SSID instead of your private WiFi network. You must manage your device's WiFi settings to select CoxWiFi and then select Forget the network so it will default to your private WiFi network.

    The Cox wifi hotspot network and your home network should have a similar quality, just at a slower speed and with different sign-in requirements. If your home network is working well, then the Cox wifi hotspot should also. I will be glad to take a look at your modem to see if we can detect an issue. Please feel free to email us at mailto:cox.help@cox.com. Be sure to include your name, full street address, and a link to your forum post. 

    Greg

    • Josh1018715's avatar
      Josh1018715
      New Contributor
      14 days ago

      I only use the CoxWifi hotspot to update or download big apps or games since I chose to have a capped usage on my plan. And also if I have people over sometime to stay I have them use the hotspot too since it wouldn't affect my usage. 

  • RaquelD's avatar
    RaquelD
    Moderator
    14 days ago

    Hello. Something also to consider is this note in the internet disclosure found at https://www.cox.com/aboutus/policies/internet-service-disclosures.html?sc_id=corp_scut_z_z_internetdisclosures_vanity 

     

    "Cox Wi-Fi hotspots access is provided on a “best efforts” basis. The performance experienced in accessing the Internet while connected to a hotspot will vary significantly from the performance experienced with a wireline connection and will vary among hotspot connections as well. These Wi-Fi hotspots rely on unlicensed spectrum allocated by the FCC, and therefore are not protected from interference from other uses of the same spectrum." 

     

    We can certainly do some additional testing of any equipment you may have to ensure it is working to the best of its ability. The hotspot that  you connect to wont be known though. Please email us if  you have any other specific questions or needs to address. Thank you so much.