I am having the exact same issue right now, but also had experienced it last night for the first time. Last night, when I called my local customer service number, she said she didn't know what the issue was. Told me that she would have to get me over to "technical support." I said it was fine for her to transfer me, but she said her system didn't let her do that so I had to call them separately. I called the technical support line, and the agent was able to resolve the issue somehow remotely. It took about 10 minutes and involved him resetting my router remotely.
Now, the same issue has returned. I called the "technical support" number that was given to me last night. This time, I talked to a guy named Justin who I explained the issue to, and explained that the same thing had happened last night and was resolved. I had asked him if he could run the same steps that the technician last night had conducted, and fix the issue. Instead, he beat around the bush for a bit asking me if I had called my local customer service number, asking me if I had reset my router (which I had already told him I had done), etc. He then goes on to say that the number I was contacting was a premium service with certified technicians that charges $14.99 a month, and that they had the power to reset routers remotely but he wouldn't fix my issue. I then opted to cancel my service, and he gladly transferred me to the local customer service number. I am now on hold, and have been for about 20 minutes, waiting to cancel my service effective next month.
The issue can be described as follows, for future reference to any online support technician who purports themselves as wanting to help:
-Wireless internet and Cable television work properly. However, when opening the Samsung TV Smart Hub feature, and trying to access an app (e.g. Netflix, HBO GO, etc.), an error comes up saying "Network is not connected. Check Network Settings to use Internet Services." When I then select the "Network Settings" button, it tells me my "Network cable connected. Press Start to configure your wired network settings." I then click "Start", and it says "Checking wired network connection" until it gets to a the Network Settings screen where it reads "Connected to the wired network, but not the Internet. Connected to your local network, but cannot connect to the Internet. Check the DNS settings in IP Settings, or contact your Internet Service Provider to access the Internet." It gives you an option to change the IP Address or DNS Server address. The problem is not on the TV's end, it's on COX's end. It appears to show the same diagram that your computer shows when your computer is connected to a network, but the network (COX) is not connecting to the internet.
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UPDATE: After some initial run-arounds and rerouting (no pun intended) in circles, I was able to speak to a technician by the name of Lena, from the support desk that I initially tried to get in touch with (when I had initially spoke to Justin earlier). The way she was able to resolve my issue was extraordinary, on multiple fronts - personably, professionally, and technically. She possessed the perfect balance of all three of these traits, which comprise an optimal/ideal technician. She was able to reciprocate my abrupt anger and frustration with a genuine calmness to try to conceptualize what had occurred, and then transition that understanding into a technical resolution to my problem. She even followed up with technical explanations and provided a brief overview that educated me on how and why the issue occurred. I can honestly say that this issue would have escalated to another level if Lena did not step in to provide context and resolve the issue. I am pleased with Cox, and this type of exemplary customer service will keep me with this provider.
