DustinP
Moderator
Joined 11 years ago
User Profile
User Widgets
Contributions
Re: Low cost internet
Hello taerakamei14, We have a specialized team that assists with our ConnectAssist sales. I'm sorry to hear if you haven't received the number for contact before. You may reach our Digital & Specialty team by phone at 1-844-251-2673 M-F 8am-11pm ET, Sat 9am-9pm ET, Sun 12pm-6pm ET.15Views0likes0CommentsRe: Have to reboot modem every 2 days
Hello Mischik, I know it's important this is resolved, especially if others are with you working from home. Thank you for these details as well as checking the Cox App for a network alert. You shouldn't have to reset the equipment so often, so that is a sign there is an issue that's impacting either the modem, or the connection to the network. We may need to get some insight on the wiring or if the coax cable is one direct line from outside to the Gateway. Do you know or see if you have a splitter or a signal amplifier attached to the coaxial cable? If you see one, are you able to try to bypass that and have the coax go directly to the Gateway without that connected, then monitor the connection to see if that helps? If not, and issues remain, then we may need to see about having a technician visit reserved to get a closer eye on what may be impacting your Gateway's connection. If the Gateway is the issue or something outside, a technician would need access inside and outside the home during a visit. Our forum support has some knowledgable helpers that can chime in on your issue as well. We have a support available to receive you at Cox.Help@cox.com where we'd ask for your information (name, address, and the URL to this forum comment fo yours) for us to aid in reserving a visit if issues remain after troubleshooting.8Views0likes0CommentsRe: Angie Imel
Hello Angieimel, I'm sorry to hear if you continue to face any impact to the service. I know it's important this is working, especially if you or family work or learn remotely. If what is happening is there is a pending hold order is on an account due to a past-due balance, then the equipment should reboot as soon as a payment processes for the past due amount. If you have a device with data to sign into the Cox App, then you may check your balance online with these steps www.cox.com/residential/support/accessing-your-bill-online.html. If you want to know if you're in an outage area, Cox has added network alerts to the Cox App. If there is not an outage alert found if you check the Cox App, and the balance is paid, then there may be something else impacting the connection. We may recommend troubleshooting steps... Is the modem showing any lights lit up or blinking, and if so what color is it? If you haven't yet done so, possibly check the ends of the coaxial cable connection are screwed finger tight (not over tighten) to the wall and the back of the modem, and reconnect the power to the modem to force it to reboot. It may take a couple minutes for the modem to reboot. Others among our forum community may be able to assist as well. If you'd like support from Cox to review your bill or account, then we have a team available 24/7 to receive your email at Cox.Help@cox.com. In the email, we would just need your name, complete address, and some detail of the account cocnern.7Views0likes0CommentsRe: Horrible Customer Service
mw0712, I'm not sure if we've received your email yet; we wouldn't ask you to post your private information here, but rather ask you to email us at Cox.Help@cox.com with your name, complete address, phone, and include the URL to your forum comment. Our team doesn't have access to sales, but we can surely submit feedback and see about submitting a call for an account specialist to go over any possible options.48Views0likes0CommentsRe: Horrible Customer Service
Hello mw0712, I'm truly sorry to hear of your experience when calling in to see about having internet installed in your new rental home. It sounds like we've really dropped the ball with these calls and will need to send feedback to work on improvements. It's my hope we can improve and gain your trust to be your provider in the near future. I've found a link to our website that has some 24 month promotions here. We also have a store locater search available to find nearby Cox retail stores and hours here.54Views0likes2CommentsRe: No Internet Service
Hello dkurtz, I'm truly sorry to hear you and others near you continue to face an impact. I appreciate needing an idea when this will be fixed. We may not have details of the cause, but we can certainly help investigate this issue on your behalf. When you have a moment, could you please email us at Cox.Help@cox.com with your name and complete address? I understand if the App is not able to reboot the modem during a network alert. Possibly reconnecting the power from the back of the modem once can help restore connection to the network after a network issue is fixed. An alert may still be present on the Cox App when a fix is implemented as crews monitor the network.34Views0likes0CommentsRe: Outage
Good day, marla5811. I'm sorry to hear you're facing an impact to the service this morning. I know it's important to know when solutions are in place, especially if you or family work or learn remote. When Cox is aware of a network issue impacting the network, alerts are added and updated on the Cox App (if you have access and are able to connect using mobile data), you may check the features of the Cox App here. Our forum community is helpful in providing helpful troubleshooting. If there are any issues remaining when a network issue is cleared and troubleshooting fails, you may contact us via email at Cox.Help@cox.com and please include your name, complete address, and some insight of your experience, we can assist and investigate on your behalf.38Views0likes0CommentsRe: Moving router to a different room
Hello lulu1433, Our support can help in scheduling a technician visit to relocate the modem and install an active wall outlet. The cost to schedule a modem relocation is $60.00 at this time. Once the visit is completed, the charge would be applied to the account automatically. If you need to reach support, you may email our team at Cox.Help@cox.com with your name, complete address, and detail of your request.44Views0likes0CommentsRe: Internet outages.
Hello superirishsoul and JDSao, Our forum community is quite knowledgeable and helpful, so thank you for commenting here. I know it's important the service is up and running when you and your family need it. The Cox family values your business and wants you to remain connected at all times. When the company is aware of a network issue, you can check the Cox App for updates and estimations. www.cox.com/residential/learn/cox-app.html has more information about the features of the Cox App if needed. If you find that issues remain when the network alert has cleared, then our support teams can help investigate and also review your account for outage credit. We have a support available to receive your email at Cox.Help@cox.com. Some things we would need would be your first and last name, complete address, and some detail of the issue you have concerns about like you have raised here.56Views0likes0Comments