ColleenD
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Re: Panoramic Wifi App Error
jrinehart Welcome to the Cox Community Forums! Thanks for posting about the trouble you've encountered with the Panoramic Wifi app after moving. I can see how this would be frustrating and would like to help, especially as this is a matter beyond the ability of our forums users to resolve. I tried to locate your account using your forums credentials but was unsuccessful. I'd like the opportunity to review your account and ticket. Please send an email to us at cox.help@cox.com with your full name, complete street address with city and state, and a link to your forums post. In addition to email, you can reach us on Twitter/X at @CoxHelp, or visit us on Facebook.32Views0likes0CommentsRe: large pings for gaming
mikeadams87 Welcome to the Cox Community Forums! I know service issues can be frustrating, but I'd like to help. I was able to locate your account using your forums credentials. Do you have trouble with activities other than gaming? Please share what troubleshooting steps you have completed, and what testing you've done, including whether the testing was done wirelessly or using a wired connection.50Views0likes0CommentsRe: Constant random outages at home
Urbansar Welcome to the Cox Community Forums. Thank you for your post. Of course your business means something, you're a valued customer. I work from home too, so I know how important it is to remain reliably connected. I believe i was able to locate your account using your forums credentials, and it looks like you've completed troubleshooting with the automated system. I'm sorry to hear these steps didn't resolve the trouble. I have secured the first available appointment for you. You should receive notification of the appointment shortly and you can manage the appointment in the Cox app or by signing into your account at www.cox.com to reschedule or cancel if you no longer need the appointment. Should you require additional assistance you can email us at cox.help@cox.com with your complete street address and details of your concern. You can also reach us on X(formerly Twitter at @CoxHelp, or visit us on Facebook.43Views0likes0CommentsRe: Why do I HAVE to have a service tech?
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.102Views0likes7CommentsRe: Internet in Johnson down again. Just like every Sunday
Hi, router_junk I was able to locate your account using your forums credentials. I found that your immediate area and found there is currently a declared outage that may be impacting service. Our teams are working to restore service as soon as possible. I appreciate how important the internet connection has become these days, & I apologize that your service is impacted. You definitely deserve reliability. We work very hard to prevent outages and limit down-time. Cox has added network alerts to the Cox App as we've received feedback over the years from customers wanting to know when we're aware and working on solutions. Checking the Cox app is the best way to stay informed of any impacts to the network in your area. Although we are normally accurate with our times, occasionally our teams run into unexpected issues which forces us to extend the restoration estimates. Since this post falls outside of the scope of intent for our community forums, I'm turning off comments, but if you have any concerns, please email us at cox.help@cox.com with your full name, complete street address and the details of your concern as your registration for forums may not have accurately allowed me to identify your account.11Views1like0CommentsRe: Chronic internet service drops
ggannon2 I know how frustrating it can be when you have tried everything you can think of and still have trouble. I work from home too so I understand how important it is to be reliably connected. I was able to locate your account using your forums credentials and our system is detecting an upstream signal issue. It sounds like you have completed all of the troubleshooting requested of you between chat and calling. My next best course of action will be setting up a visit for you. I secured the first available appointment, which you can see and manage by signing into the Cox app. If you would like to discuss this in more detail, or need to reschedule please email cox.help@cox.com with your full name, complete street address and a link to this post. You can also reach us on Twitter/X at @CoxHelp,or visit us on Facebook.49Views0likes0CommentsRe: What has happened to Cox service?
JasTown Thank you for reaching out in our Community Forums regarding your recent service trouble. Thank you for your over two decades of loyalty. I appreciate how important the internet connection has become these days, and I apologize that your service is impacted. You definitely deserve reliability, and I can relate to how you feel. I was able to use your forums credentials to locate your account, with this info I was able to check on your immediate area and I do see history of some documented outages, and that the Cox app is showing an outage right now, however this alert is not an impact to your service. While we do have documented outages, I don't have any details of those incidents to determine what might have been going on, and even with your list I wouldn't be able to correlate much outside of the documented incidents. If you are having trouble right now, (or at any point in the future) I would ask that you email us at cox.help@cox.com with your full name, complete street address, the details of your concern and (in today's case, a link to this post) so that we can investigate while the trouble is happening. You can also reach us on Twitter/X at @CoxHelp or visit us on Facebook. Since this is a topic outside the purpose of our forums I will be turning off replies to this thread. We look forward to receiving your email so that we may assist you.22Views1like0CommentsRe: Unplanned Internet Outages
Jameswyatt73521 You've emailed our team? I'd love to bypass that option, but I wasn't able to locate your account using your forums credentials, so we'll need you to email us so we can investigate this for you. Us looking into what's going on doesn't always mean you'll need a tech, but that's a possibility depending on what we are able to find. We definitely want this resolved for you and look froward to receiving your email.41Views0likes1Comment