Forum Discussion

troeder's avatar
troeder
New Contributor
22 days ago

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 rude and said they HAD to have a service tech come to my house . . It's $75 for them to tell me they don't know or it's gonna be my brand new modem that I know works perfectly. However she told me today that there is no outage and she can only tell if there is an outage if a tech comes to look. But all the time slots are filling up fast.Now my internet is back to working for now. But any idea who works in the ark city area ? Because after 9 years of fighting to have the Internet I pay for to work, I think it's time to cut ties with a company that doesn't care about it service 

12 Replies

  • ColleenD's avatar
    ColleenD
    Moderator
    22 days ago

    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.
     

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      22 days ago

      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.

      • troeder's avatar
        troeder
        New Contributor
        21 days ago

        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. 

    • Darkatt's avatar
      Darkatt
      Honored Contributor
      20 days ago

      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$

      • troeder's avatar
        troeder
        New Contributor
        20 days ago

        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. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    22 days ago

    What kind of problems with your internet are you having exactly? Why did you have to reset your modem and why did you have to contact Cox to reset your modem? Usually un plugging the power and plugging it back in does the same thing. What kind of modem and router do you have? What kind of troubleshooting have you or Cox tried so far? Has a Cox technician been out already?

    • troeder's avatar
      troeder
      New Contributor
      21 days ago

      We had no issues until it we were trying to watch something and all of a sudden it went out. I went and unplugged and replugged in and it was blinking but wouldn't stay solid. Got on the cox app and rest it from there, worked for 15 min then cut out. Did this back and forth until the app wouldn't let me reset anymore and told me to call a technician. No I am not calling a technician because they always tell me it's on my end and I'm not paying for the bull anymore. When it works perfectly fine until all of a sudden it doesn't. But it's back to working fine today so I'm gonna say it's them having issues, but won't say it's an outage.  

      • WiderMouthOpen's avatar
        WiderMouthOpen
        Esteemed Contributor II
        21 days ago

        When you say you're trying to watch something, do you mean on your TV? If so, do you have Cox TV service? If so, what kind of boxes do you have? The wireless boxes or the one that connect with coaxial? I asked because if you have the wireless ones and everything goes through the panoramic gateway and you most likely have a direct connection from the street to that gateway. Can you confirm that? Or if you have the boxes that need the wire and they went out at the same time as your internet tells more about the problem. How do you know it's not a problem on your side? Not to insinuate that it is but what data do you have or what troubleshooting have you done? Has the technician been out before? If so, when and what did he do and what did he say? Assuming everything is working correctly until it's not working at all is not proper logic. The modem has signal level tolerance ranges so you can have just enough signal for the modem to connect, but it's like someone hanging on at the end of a slippery rope. The littlest thing makes them fall. You reboot the modem and disable to find its grasp again, but it's not a good connection. That's probably why the system stopped being able to send a signal to the modem to reset it. So I think it's possible there has been Band-Aid fixes for a long period, so not only do the banded fixes need to be addressed but the root cause found.