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
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 $75 associated with the visit. If the problem was caused by Cox equipment or signal delivery on our network you would not be charged. It is the technician's determination to waive the fee if the problem was caused by Cox equipment or signal delivery. Please see https://www.cox.com/residential/support/cox-complete-care.html to learn about Cox's solution for coverage of repairs and advanced technical support. If you have any questions or concerns specific to your account I would recommend reaching out to us directly so the details can be discussed privately. We would never want you to share account specific information in a public forum. We're available on Twitter/X at @CoxHelp, on Facebook, or by email at cox.help@cox.com.
If the Cox modem cannot be seen, and you got yourown modem and IT cannot be seen, you have a signal issue. MAYBE the outlet you are trying to use isn't connected. Have you tried any other outlets in the home? Have you checked the splitter outside, (if there is one)? Have tried a different cable wire> If none of those are a fix, then your self install will be converted to a pro install and may cost you 100$
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.
If you have a new modem, and they cannot see it, AND you have been using the internet at this cable outlet, call Cox tech support, and request escalation to CAG. Have the CAG verify that the cable modem MAC ID is correct. if it is wrong, you will have an unroutable172 IP address.
You say everything's been working exactly. It's the same but then why would you be having problems. People always say it was working just fine but that's just because they don't really understand how it works. When Cox couldn't see the modem, could you see Cox? Like could you log into the local diagnostics of the modem and look at the DOCSIS signal levels? What about the event logs? You say nothing has changed but have you been looking at those two things and comparing before and after? Or do you just mean you haven't done anything? And even then maybe it's just something you did and you're not thinking of. So look at what you did do around the time the problem started and also look at what things happened. Like a storm or construction or Cox change something in the area. The first step of solving a problem is seeing that there is one. The fact that you can try different plugs means that signal is going to different outlets in your house that you don't need the signal to be going to, which not only can be causing those wires to backfeed ingress into the system. But to get the signal to those wires, you have to split it, which means you're weakening the signal unnecessarily. You might have an amplifier but amplifiers can cause problems either by amplifying the signal too much or the fact that when you increase signal like that, you also increase the noise just like how your voice sounds funny when you speak through a bullhorn. You are right, Cox's customer service is and was bad. But to be fair so is much of their customer base. A big problem with Cox service is they push self installs. And people hook modems up without any thought on how the wire gets through their house or how the signal gets to their house to begin with. It's like people who buy a car and never think to even check the oil.
