DustinP
Moderator
Joined 10 years ago
User Profile
User Widgets
Contributions
Re: Internet service down several times today in Pensacola area
pingcfang, Thank you for your patience, and especially for your business to the Cox family. If you continue to face an impact with the service and there isn't a Cox alert present on the App, then we can investigate further. For us to check the area, we'd ask if you could please email us at Cox.Help@cox.com with your complete address and include the URL to this forum comment. As for details of a cause, we may not have that information available as crews work out a solution. Also, if intermittent, then it can take time for crews to ascertain a fix, so you may at times see there's an alert on the Cox App, but find the connection is stable.13Views0likes0CommentsRe: Constant outages in RSM
mcarrizosa, The Cox family values your business to the company for years and does not want to lose you. I understand how important a stable connection is at home, especially if you and others need that connection to work and learn remotely. Our goal is to get to the bottom of a solution, and with you having a technician booked to come to you Friday, he or she will be able to share their findings. If there's an issue our technician refers to maintenance, then you may ask for a ticket on that. If issues remain when there isn't an outage alert present on the Cox App, then we may help investigate on your behalf. Our support at Cox.Help@cox.com can review the network and apply outage credit, if you email us with your first and last name, complete address, and include the URL to your forum comment.3Views0likes0CommentsRe: Misquoted charges
Hello ddstreeter1, I know it's important that your billing concerns are addressed and that you're getting the best possible service for your money. Cox has heard that customers want transparency with their billing statement and are working on making things a bit easier to see as far as active savings. You may view details of your billing statement online within MyAccount or the Cox App. Steps on how to access clickable PDF links to your printed statements are here if or when you need to www.cox.com/residential/support/accessing-your-bill-online.html. As for changes made and wanting to see what options are possible to save, I'm sorry to hear there were no changes after speaking with support following the last time Max was removed. We can take a follow-up look to see what options may be available to help you save. For us to be able to review account specifics with you, we ask if you could email us at Cox.Help@cox.com with your full name, complete address, and include the URL to your forum comment in the email. We'd like to see what can be done that can keep you connected to what you value most as well as save.21Views0likes0CommentsRe: Internet down again and again
Hello Maplm1, We want to avoid losing you. I get how important it is to have a stable connection, especially if you or family work or learn remote. You shouldn't have to reset the modem, router, or Gateway so often. Our forum community is quite helpful in technical support. When Cox is aware of a network issue in your area, alerts may appear available on MyAccount or the Cox App www.cox.com/residential/learn/cox-app.html. If you find that issues come up where the connection is impacted, but no outage, we may need to investigate at the time the issue is present to get an idea how to approach a solution. Our support is available to receive your information via email at Cox.Help@cox.com with your full name, complete address, and some detail to the issue. When issues come up where the connection drops 3-5min, are multiple devices losing connection and do you find the lights on the modem change color, blink, or anything like that? The more details provided here (avoid posting your personal information on this public forum) may allow our community to be able to help further.69Views0likes0CommentsRe: On Demand episodes of 1923 on Paramount
Hello Knemecek, I appreciate wanting to stay connected to your favorite content On Demand, and Cox values your concerns on this. At times, there may be programs available through On Demand with Cox for a time, agreed upon with the network. While a program may no longer be available within On Demand with Cox, you may be able to search the Contour guide and program your DVR to record. If you do not utilize DVR service, then you may check with the Network website or the Network App to see if you can view the program through that avenue.30Views0likes0CommentsRe: TV channels won't play on wireless stream player
With an XRE-10007 error message there are a couple steps you may try to see if the message will go away. You shouldn't have to reset the equipment so often. Things you may try at home: Make sure all cable connections are secure and finger tight (not over tighten). Restart all equipment, the cable modem and TV boxes (stream player). If there are connection issues, then possibly have the gateway elevated and away from obstructions that may impact the connection. If issues remain, then our support team can help take a closer look. You may email us at Cox.Help@cox.com with your name, complete address, and steps you've taken with details of the programming (channel/channels) with the error you see when viewing channels/On Demand.10Views0likes0CommentsRe: DVR service is terrible
Hello lancecoon, I know it's important to have a clear picture quality, especially when programming your favorite programs. There has been an investigation open about similar issues to what you've shared with the DVR programming and quality. One of our moderators shared this was a known issue recently here: forums.cox.com/discussions/tv/live-and-cloud-recorded-video-low-quality/158257. We've received an update that this should have been cleared just yesterday. With you finding recordings being unavailable last night, could you attempt to record a program today and play it back to see if the quality has improved or is the same and share your findings here?82Views0likes0CommentsRe: Nightly scheduled maintenance daily
snows1228, Cox doesn't want you to change services. I can imagine this would be frustrating to have happen, especially in the middle of streaming a movie. Cox will help notify of a network issue by adding a banner or alert on the Cox App, however, since you and your neighbor experience a similar issue and there isn't an alert, then we may need to investigate the issue at the time it's present. If there's some sort of interference happening at a particular time of night, then that may be something we need to track down. Before reserving a technician visit, we may ask you to confirm active coax outlets in the home have cable connections screwed finger tight (not over tighten) to the back of the modem and to the wall. Our forum community is knowledgeable as well and can share helpful advise. If you need us to take a look at the time the issue is present, rather than calling in you may email us at Cox.Help@cox.com with your name, complete address, and include the URL to this forum comment.19Views0likes0CommentsRe: Channel 95, Antenna TV guide descriptions wrong
Hello, I had to edit out your name and address here because this is a public forum. I was able to investigate and seeing the guide information for 95 Antenna TV is not matching the broadcast, and I've reported this over to be investigated to get attention on a fix as soon as possible.49Views0likes1CommentRe: Moderators, what is your policy?
Hello WiderMouthOpen, I appreciate your questions. Our team isn’t outsourced, and we aren’t bots. I’m sorry if we come across that way. Our policy has always been to provide the best possible support for our customers. We’re working through some challenges that may have made it seem like our approach to Forums has changed. Thanks for sticking with us during this time. Your knowledge and experience are definitely appreciated!33Views0likes1Comment