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 r...
Forum Discussion
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.
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.
Also just to touch upon something you say the reason that they can't tell you in it's an outage is because unless it's declared an outage, it's literally not an outage. An outage is usually triggered one of two ways from them seeing or knowing that there's a problem like remotely through tools or from a technician seeing a wire in the street or it's based off of call volume and metrics. The first kind of outage was sometimes have a ticket or estimated time of repair or just an idea of what's causing it, but the second kind of outage is just them saying it's an issue in the area and they're working on it. If not enough, people are calling in to report it. It won't be declared that kind of outage. So it's not a problem that they can't tell you it's an outage because it doesn't matter. You would probably need a technician either way to escalate it to maintenance to actually find the problem. An outage would likely just cause the person you're talking to to be unable to schedule an appointment. So if anything you need to contact them when you're not an outage and you do that by checking Cox's outage page.
