No internet for 5 days or the connection goes in and out
No one seems to be able to assist. I have tried through the web and the app with resets. I went and bought and picked up new things including their modem, talked to 10 different agents who use the same troubleshooting and telling me to do the same steps I’ve already done. Telling me everything looks fine on their end. What’s funny but not funny about that is, I then received a text from them separately saying there’s an outage in my area. Next was: Cox: Thanks for signing up to receive outage text updates. We're working on it, and expect you to be reconnected by 05:01AM. We'll continue to send updates as they're available. Next was: Cox: The outage in your area is resolved. We'll continue to closely monitor our network. Please let us know if your services are working. Reply "YES" if your service is up and running. Reply "NO" or "Unsure" if you're still having an issue. I say no. Then:We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Then:Cox: Your reset was unsuccessful. Try unplugging the power & plugging it back in. This can take up to 10 min. Then:Cox: It's been 3 days since the outage in your area was resolved, and we're checking to make sure your service is still running smoothly. Reply "YES" if you can connect without issues. Reply "NO" or "Unsure" if you’re still having trouble. I say NO again. Then: We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Now I’m highly annoyed because all these days have passed. I decide to txt AGENT for the 10th and final time. Same troubleshooting steps I already told them I’m tired of doing. Cox: Verify the Coax Cable is Connected into the Cable Port on the Box. Verify Coax Cable is connected to the wall outlet. Ensure all connections between the wall and the equipment are not loose or damaged. Me:I’ve reset, unplugged, plugged back, reset again, unscrewed cords, screwed them back in.It can’t be the modem, router, coax cords, Ethernet cords, power cords, nothing. I got all new stuff yesterday and a new modem from cox 3 days ago.My WiFi worked for 45 minutes today and then gone.I’ve troubleshoot everything, check cords, got a new modem, new router, etc.I’ve been without internet for 5 days.I’ve talked to ten agents.Then I was told there’s an outage in my area AFTER being told there wasn’t Then I’m told-Thank you so much for this confirmation, there are no outages reported in your area at this moment, in this case please allow me to reboot your device in order to clean up your line for any cache or excess of data and check the status of your modem, if the steps we follow don't fix the issue we will schedule a tech visit. 😑 did it, still nope. Next was:Thank you so much for following these steps with me today. I know how important it is for you to get everything working again, it seems like a tech visit needs to be done in order to sort this out for you, the visit would have a $75 potential charge (if the cause of the issue is Cox's responsibility charge won't be applied) I’m like at this point, y’all should’ve came out to the residents affected that are still having troubles because why would they lie 😑😑😑 Anybody else encounter this mess?2.7KViews2likes8Comments
To Live Chat Agent- May S.
PLEASE READ THIS POST!!! My internet has been outage since 26hrs ago and I talked to four live chat agents online so far. One of the agent called May S made my day. LET'S START WITH HER:) I asked her what's going on with my internet because it has been out of service for a while. She said, "Due to Hurricane Delta impacts, the Louisiana markets are experiencing a delay in Estimated Time of Resolutions, that's why I cannot assure you the correct time." Gosh, kidding me? I'm currently living in South California. Hurricane? From where? From Cox? Or from yourself, May S? Don't you think you'reRIDICULOUS?I paid the most expensive internet fee every month but what about the quality? Also, another live chat agent said the service signals are being delivered correctly so it seems the issue is related to my modem. WTF? I asked her give me the local Cox telephone number then I asked the phone agent about the reason of internet outage. Apparently, the phone agent knows nothing! He said it's Cox signal problem instead of mine. I double checked with the phone agent whether Hurricane Delta impact the internet connection or not, and he told me that's impossible. First, no one has found out the main reason of the outage yet. Second, Louisiana is 1500 miles away from California, so it can't be impact even Louisiana is experiencing hurricane right now. Sincerely, I want to ask May S, is this the way you lie to your customer? If so, be PROFESSIONAL. Highly recommend to use Google map and check the distance between two states.Solved1.2KViews1like4Comments