Warning about $5 Tier Upgrade Promo
I'm not the first to write about this... I read another post of a complaint from another customer who was swindled by a Cox upgrade offer. This is clearly written intentionally deceptive. I was offered (in big bold letters) " FREE" tier upgrade from essential to preferred service. It even explicitly stated $0.00 upfront and $0.00 /month ! This offer and order confirmation number appeared in my account but has since been removed. When I call in to confirm the status of the free upgrade, no one knows what I'm talking about, and instead want me to upgrade from paying $35/mo to $52/mo "...this is a great deal", I'm told. I never intended to upgrade in the first place, until this offer appeared on my screen. I thought, after reading the confusing fine print, that "the catch" (because there is always a catch) was that instead of "FREE" as it appeared to be, the increase would cost me $5/mo in additional fees.... $5 DOES NOT EQUAL FREE, By the way. But i figured, okay why not? $5 extra for increase from 5mbps to 25mbps was worth it. BUT NOOO, it aparently means something alltogether different. The cost of the upgrade is actually to pay an increased rate of $50/month (not actually a deal, this is what they already offer on their site to anyone) But instead of charging me $15 extra to open the bandwidth (which I'm sure is just a click of a button) they will only charge me $5 extra to increase my speed and my rate! There is a reason why we switched from COX to DirecTV/AT&T Uverse... unfortunately, I'll have to deal with these deceptive games as UVerse speeds in my area are capped at less than 3mbps (That's another whole story ... they were willing to charge me for 12mbps until i caught on that the distance from our house to their station was too far to reach those speeds) Cox is not "your friend in the digital age" they are the lesser of two evils. They can be allied with to get the internet you want because you have no other choice... but as long as you know what kind of scheming you're getting yourself into.15KViews0likes3Comments
Slow real time upload speed - conflicting speed test results
I'm experiencing slow real time upload speeds. The speed test on Cox website have conflicting results. I've had 8 techs out to my house over the last 4 months and the issue has not been resolved. I am experiencing the same exact issues as usernoah82. We are both in Arizona. Here is his thread.http://forums.cox.com/forum_home/internet_forum/f/5/t/13025.aspx9.3KViews0likes34Comments
Slow internet connection while paying for 50 mbps
Hi, I have recently upgraded my internet connection to the 50mbps package and I noticed a significant increase in speed for a few hours on the first day it updated. It now seems to be very inconsistent and I am getting as low as 3 mbps downloads up to around 18. The uploads seem to be just fine as I've gotten around 18mbps. The past few days have been a real disappointment. Please help.9KViews0likes14Comments
Intermittent Email send/receive failures with POP3 - Again, for weeks
I posted this a couple weeks ago, have received no responses, and discovered it was deleted. So I'm posting it again. Don't delete it again...please solve it. For the past few weeks now, I've been experiencing the infamous & intermittent email send/receive failures, like many other customers in these forums have reported. My system specs: Windows 10 Pro x64 MS Windows Defender active, no other security packages MS Outlook Cox Internet Preferred package with the Cox provided DOCSYS 3.0 NetGear N450 modem/router My issues: For several weeks, my various Cox email accounts have intermittent problems sending or receiving emails through Outlook 2007. When receiving emails, I'll get the Outlook pop-up error window stating: ------------------------------------------------------------------- "Task 'myemailaddress' - Receiving' reported error (0x800CCC92 or some other error code) : 'The operation timed out waiting for a response from the receiving (POP) server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP)." ------------------------------------------------------------------- This issue happens consistently, several times a day with all my Cox email accounts...then emails will suddenly work again...then the issue reappears, rinse & repeat...it's an ongoing cycle of working/not working throughout the day for the past few weeks now. I don't bother calling Support about this because they usually blame Outlook and do nothing. It's not an Outlook problem. Everything works great, when it works...then this sudden issue pops once or twice a year, as so many other customers have been reporting. And as mentioned by other customers, Cox somewhat acknowledges that they know about this problem with email and it's been kicked upstairs for a harder look. In the past, I've reset my Outlook settings for the Cox emails, tried different settings and ports according to the Cox email support docs, and even deleted my Cox email account profiles within Outlook and recreated them (in case they were corrupted). Nothing has worked. This happens regularly, so please Cox...don't ask the usual questions about using Webmail, trying another computer, etc. We know, and you know, this has been a persistent, recurring issue with Cox email accounts for many years and these suggestions don't work or fix anything. Usually, Cox Support hems & haws and says they're working on it...or they wrongly blame Outlook...and nothing gets resolved. After repeated complaints to report the issue, they'll usually reset or do something to solve the issue. So I'm adding my issue & complaint here to be resolved also. Please fix this email issues ASAP. Thank you.8.8KViews0likes17CommentsUnresolved Internet Issues
Alright so so here is the story. About a month ago I started having internet issues. My modem would lose connection and begin to reset . To fix this I would need to unplug it and plug it back in. After about a week I called tech support. The lady on the other end told me to replace my modem and I did. The issue was still present so I called them back and the lady looked at my modem and saw that it was resetting like crazy. She had me plug my computer in directly to the modem instead of my router and she still saw the same disconnects. She redirected me to level 2 support and they scheduled a technician.The tech came on 10/10, replaced a splitter that was replaced less than a year ago, and added an amplifier. For the rest of the day the internet was fine. The next morning I woke up to see that the modem was resetting. I called tech support again and they said a tech would be sent on 10/13. He came and brought a device to measure the signal strength I'm presuming. He said that he would bypass the splitter outside the bedroom door. So he drilled a hole directly in my room and ran a new cable to the modem. The setup is now this: From the box outside the apartment complex 3 cables come out one for us,one for a neighbor, and one for another neighbor. The cable going to our home is then split 3 ways: living room tv, cable to a 2 way splitter for tvs in 2 bedrooms, and the modem(he also added an arcom filter). It's been a little better but just today I disconnected about 3 times in a span of less than an hour. I have become irritated because I was charged $60(on top of the usual bill) and it did not resolve the problem. In 12+ years I have never had a problem this big with cox. I would like to stay with Cox however we have school work to do online and one of us has school entirely online. Cox is leaving me with less options and I'm considering moving to another provider. Here are the singal and logs as of today. The filter did bring down the downstream level to a better range.8.4KViews0likes20CommentsService Appointment Charge of $60
Hi, I recently moved to San Diego, and without much of a choice, installed Cox in our apartment. The signal was terrible, dying every couple hours, and many times turning the modem on and off didn't change anything. I decided to hire the next level of Internet speed, hoping to be considered a consumer 'a little higher' in the food chain, and guess what? It didn't change. I called COX to ask them to fix it, after all, I hired a working internet service. They said someone was coming, and indeed, a technician came, said the signal was low, and put up a device to improve the dB (not a neat job, I had to rearrange the cables properly). A few days went by, and the problems continued. I started to learn to live with the fact that I needed to reset the modem and router every couple hours, which is certainly not what I have experience in both Denver and Chicago with Comcast. Parallel to that, I signed a VPN service, that helped the connection incredibly, but I can't explain why. I just received the Dec 10 billhere (Due Dec 30)and realized we got charged for $60 for the Service Appointment. My question is: FOR WHAT REASON? It is certainly shameful for a company to charge an extra that is almost a couple months of service for basically trying to fix the exact service it is not delivering. (Besides that, we have been having problems about the automatic payment, but will try to set it up one more time.) I would certainly like for this service fee to be cancelled before the Due date. Thank you. - Arthur7.4KViews0likes3Comments
Internet Download Speed Extremely Slow
I just figured out how to add my own account to my mom's. We've been having issues with our speed since we've had Cox. I understand there's too many people on the node (from local tech that came to our house last month), but we weren't told we were going to have problems like this. I can't take a Cox speed test, because only my mother's account can do that. Here's our speeds from November 21-25 of 2015: tests. We are supposed to get "up to 100 Mbps" but here lately we haven't been able to even reach 10 Mbps. To top it off, because of how slow it is if all three of us are online at the same time, we can't do anything. Yes, we're from Northwest Arkansas where it's been raining a lot recently, but we've been having problems before the rain. Lately we've been thinking our problem might be that we're on a splitter with a neighbor, because we've done some looking into it and some people's problems have been that. They ended up getting their own line and they were fine. We have the DPQ3925 gateway and my parents don't have the money to buy our own modem and router. When I get my refund in the spring from financial aid, I've been planning on building a computer, but if the internet is horrible, why build something that I can't enjoy. I just made a League of Legends team and I need to practice daily, but I can't because of the problems we're having. Are you guys able to find out when they're fixing the node in our area? Results from Riot's League of Legends' official network diagnostic: Begin Test! 07:58 PM Sat 01/02/2016 192.64.170.15 Game Servers (ORD1): Tracing route to 192.64.170.15 over a maximum of 20 hops 1 1 ms 7 ms 2 ms 192.168.0.1 2 10 ms 13 ms 13 ms 10.50.128.1 3 10 ms 11 ms 14 ms wsip-70-182-122-10.ks.ks.cox.net [70.182.122.10] 4 10 ms 17 ms 8 ms wsip-70-182-122-46.ks.ks.cox.net [70.182.122.46] 5 * * * Request timed out. 6 23 ms 29 ms 27 ms 70.183.71.84 7 31 ms 30 ms 32 ms chgobprj01-ae0.0.rd.ch.cox.net [68.1.4.42] 8 32 ms 29 ms 30 ms ip70-167-150-114.at.at.cox.net [70.167.150.114] 9 72 ms 29 ms 28 ms 104.160.131.44 10 30 ms 31 ms 30 ms 104.160.131.101 11 * * * Request timed out. 12 * * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. 15 * * * Request timed out. 16 * * * Request timed out. 17 * * * Request timed out. 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. Trace complete. 192.64.173.40 Game Servers (ORD1): Tracing route to 192.64.173.40 over a maximum of 20 hops 1 1 ms 1 ms 1 ms 192.168.0.1 2 * * * Request timed out. 3 * * * Request timed out. 4 * * 10 ms wsip-70-182-122-46.ks.ks.cox.net [70.182.122.46] 5 * * * Request timed out. 6 * * * Request timed out. 7 * * * Request timed out. 8 32 ms 30 ms 31 ms ip70-167-150-114.at.at.cox.net [70.167.150.114] 9 42 ms 30 ms 29 ms 104.160.131.46 10 * * * Request timed out. 11 * * * Request timed out. 12 * * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. 15 * * * Request timed out. 16 * * * Request timed out. 17 * * * Request timed out. 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. Trace complete. 104.60.131.4 Chiacgo (ORD1): Tracing route to 104.160.131.4 over a maximum of 20 hops 1 4 ms 3 ms 1 ms 192.168.0.1 2 * * * Request timed out. 3 * * * Request timed out. 4 * * * Request timed out. 5 * * * Request timed out. 6 * * 28 ms 70.183.71.84 7 35 ms 33 ms 33 ms chgobprj01-ae0.0.rd.ch.cox.net [68.1.4.42] 8 * * * Request timed out. 9 * * * Request timed out. 10 * * * Request timed out. 11 30 ms 34 ms 34 ms 104.160.131.4 Trace complete. Google: Pinging 8.8.8.8 with 32 bytes of data: Request timed out. Request timed out. Reply from 8.8.8.8: bytes=32 time=37ms TTL=53 Reply from 8.8.8.8: bytes=32 time=31ms TTL=53 Ping statistics for 8.8.8.8: Packets: Sent = 4, Received = 2, Lost = 2 (50% loss), Approximate round trip times in milli-seconds: Minimum = 31ms, Maximum = 37ms, Average = 34ms Tracing route to google-public-dns-a.google.com [8.8.8.8] over a maximum of 20 hops: 1 1 ms 1 ms 1 ms 192.168.0.1 2 * * * Request timed out. 3 * * 10 ms wsip-70-182-122-10.ks.ks.cox.net [70.182.122.10] 4 10 ms 12 ms 23 ms wsip-70-182-122-46.ks.ks.cox.net [70.182.122.46] 5 * * * Request timed out. 6 19 ms 21 ms 23 ms 70.183.71.84 7 * 31 ms 32 ms dalsbprj01-ae1.0.rd.dl.cox.net [68.1.2.109] 8 35 ms 31 ms 33 ms 72.14.212.233 9 * * * Request timed out. 10 * * * Request timed out. 11 * * * Request timed out. 12 * * * Request timed out. 13 31 ms 30 ms 42 ms google-public-dns-a.google.com [8.8.8.8] Trace complete. Local Network Info: Windows IP Configuration Host Name . . . . . . . . . . . . : HoodedDemon Primary Dns Suffix . . . . . . . : Node Type . . . . . . . . . . . . : Hybrid IP Routing Enabled. . . . . . . . : No WINS Proxy Enabled. . . . . . . . : No Ethernet adapter Ethernet: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Realtek PCIe FE Family Controller Physical Address. . . . . . . . . : 00-8C-FA-A9-F5-A9 DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Wireless LAN adapter Local Area Connection* 2: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter Physical Address. . . . . . . . . : 66-5A-04-0A-09-3F DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Wireless LAN adapter Wi-Fi: Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Realtek RTL8188EE Wireless LAN 802.11n PCI-E NIC Physical Address. . . . . . . . . : 64-5A-04-0A-09-3F DHCP Enabled. . . . . . . . . . . : Yes Autoconfiguration Enabled . . . . : Yes Link-local IPv6 Address . . . . . : fe80::104b:e570:b87d:fcd%8(Preferred) IPv4 Address. . . . . . . . . . . : 192.168.0.11(Preferred) Subnet Mask . . . . . . . . . . . : 255.255.255.0 Lease Obtained. . . . . . . . . . : Saturday, January 2, 2016 7:56:55 PM Lease Expires . . . . . . . . . . : Saturday, January 2, 2016 8:56:55 PM Default Gateway . . . . . . . . . : 192.168.0.1 DHCP Server . . . . . . . . . . . : 192.168.0.1 DHCPv6 IAID . . . . . . . . . . . : 73685508 DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1A-8B-BC-90-00-8C-FA-A9-F5-A9 DNS Servers . . . . . . . . . . . : 68.105.28.11 68.105.29.11 68.105.28.12 NetBIOS over Tcpip. . . . . . . . : Enabled Tunnel adapter Teredo Tunneling Pseudo-Interface: Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fb:2cc0:3ba4:b722:c27a(Preferred) Link-local IPv6 Address . . . . . : fe80::2cc0:3ba4:b722:c27a%4(Preferred) Default Gateway . . . . . . . . . : :: DHCPv6 IAID . . . . . . . . . . . : 335544320 DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1A-8B-BC-90-00-8C-FA-A9-F5-A9 NetBIOS over Tcpip. . . . . . . . : Disabled Tunnel adapter isatap.{6A43BEC1-5D47-48F6-B56C-9518EF28AD38}: Media State . . . . . . . . . . . : Media disconnected Connection-specific DNS Suffix . : Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2 Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0 DHCP Enabled. . . . . . . . . . . : No Autoconfiguration Enabled . . . . : Yes Test Complete! 08:03 PM Sat 01/02/2016Solved7.4KViews0likes19Comments
Low Download Speed
We have found that we are getting much slower speeds than our package should be providing. We should be getting 100 Mbps but are actually getting 10 - 30 Mbps. I have attempted to resolve Tuesday and Thursday with online tech support. There was improvement after tech support reset the line on Tuesday but that only got us up to 30 Mbps. Today (Thursday) tech support told me that they are seeing 100 Mbps at our modem but when I ran speed tests using Cox's and Ookla's speed tests I was getting 10 Mbps. At that point tech support stopped communicating in the chat so now we're stuck with no suggestions. We have a Netgear CG3000D. Is that cable modem not capable of sending out even 100 Mbps? If so I'd appreciate a suggestion or at least an opportunity to make an appointment to get someone here to figure it out.6.7KViews0likes18CommentsUnresolved Connectivity Issues After a Month of Support Calls & Tech Visits
Hi Cox Communications, I’ve been having an absolutely terrible time trying to get a month-long connectivity issue resolved. I wanted to take some time to document the process I’ve gone through with the intent of making you aware of issues inside your tech support processes and hopefully move towards an actual resolution. I’ll plan on sending this post through as many of your different support channels as possible. I intend to give your system a few more chances but beyond that I’m not sure what options you’ve given me other than to switch providers and send out my story/complaint to as many relevant federal/local regulatory bodies, local networks, and consumer advocacy groups as I can to help others avoid this experience. Please see my issue and support history below. Issue Overview: Starting around October 11th I began encountering issues where my connection would drop for anywhere between 10 seconds and a few minutes, occurring at random through the day. Over the last month the length and frequency of these disconnects has increased. My initial research based on the event logs from my modem suggested an infrastructure issue (upstream power fluctuations) at the tap, and later Cox Communications tech calls (see below) have independently confirmed the same after meticulously checking each aspect of the system. I operate a freelance service business in the technology industry from this address, and these issues have drastically interfered with my ability to communicate online with clients. Streaming shows or transferring files are often impossible as well. I’m currently on the $72/month tier. Tech Support Interaction Timeline: Call 1 - Level 1 Support. Standard modem reset and confirmation of issues. Scheduled tech call. Tech 1 - Contractor. Switched out the modem but told me he was unable to do anything else. No improvement in connectivity issues. Call 2 - Level 2 Support. Confirmed issues and went through standard web-based troubleshooting. No resolution and scheduled second tech call. Tech 2 - Contractor. Confirm seeing the issue, and told me he made some “small changes outside” but connectivity issues did not improve. Call 3 - Level 2 Support. Once again confirmed issues and went through standard web-based troubleshooting. No resolution and scheduled third tech call, specifying an in-house tech. Tech 3 - Shirted Tech. Analyzed each part of the connection and came to the conclusion that there was an infrastructure issue at the tap. He created the first maintenance/tap repair team ticket. Maintenance 1 - I didn’t interact directly with this group, but I learned from later support calls that the ticket was “resolved”. Obviously the connectivity issues remained. Call 4 - Level 2 Support. Verified connectivity issues and recommended sending out another tech, as he couldn’t contact the maintenance department directly. Tech 4 - Shirted tech. Came to the same conclusion as the previous shirted tech, with the issue being documented, unresolved, and related to infrastructure issues/issues at the tap. Scheduled another maintenance team ticket. Call 5 - Level 1 Support. Attempted to check on active tickets to see if there was any news. Transferred to another area, which then instantly dropped the call. Maintenance 2 - In the same manor as before, I had no interaction with this group but the ticket was “resolved”. Call 6 - Supervisor. Explained the entire history to a level 1 tech support supervisor. Was told that open tickets were resolved. At this point the supervisor manually contacted the maintenance department, and I was told that I would hear from a supervisor from the maintenance/main line repair team within 48 hours to escalate the issue. This call never came. Call 7 - Disconnected. Spend 20 minutes escalating through tech support levels and repeating the same identity verification processes, only for the system to drop my call before speaking to a level 2 supervisor. Call 8 - Level 2 Support. Once again confirmed the same issues as before, and told me their only option was to send yet another tech out to the address and repeat the same process which has failed me several times before. They mentioned a supervisor being flagged for the call, but I’ve been told that at 3 points now, so we’ll see. Outside of the documented interactions above, the system dropped my calls at least 6 times, several times after being on a lengthy hold. Note: Everyone I’ve interacted with has been very understanding and kind, just ultimately unhelpful. I’ve never raised my voice in any interaction, and have tried to be as patient as possible. Summary: I’d love to continue using Cox as I have been for years, but I’ve invested over 15 hours trying to fix these issues and made no progress for almost a month. My perception at this point is that either the issue resolution process is broken, or that it is a conscious decision on Cox’s part to not resolve the issue because my continued support as a customer doesn’t justify repairs to the infrastructure. (For 3rd party observers, please imagine this scenario with an electric or water company instead). This has truly been the most frustrating service issue resolution process I’ve experienced. I would love to talk to someone outside the standard tech support process to get this fixed and will be monitoring my email and phone in case I get a response. Thanks. T6.1KViews0likes15CommentsWhy doesn't Cox support 16x4 DOCSIS 3.0 modems?
It is strange to me that the MSO competition (although not in this market) has significantly faster HSI options than Cox, and currently support the newer 16x4 DOCSIS 3.0 modems. If Cox was serious about this whole "Gigablast" rollout by the end of 2016, then one would assume that this would be something of a priority for them. As a long time customer of Cox, I was disappointed to hear that the Netgear CM500 modem (16x4) was not on the approved list, but the Netgear CM400 (8x4) is. I planned to fork over whatever it cost to retrofit for this gigabit internet option, but after seeing that I would need to spend even more money in a year to probably not get a fraction of the advertised speed was disheartening. I wish we had TWC or Comcast as options here in the valley as I would change providers right now. This may sound like a rant and quite possibly is, but the only difference in hardware between the two modems is the amount of downstream channels they have. This is ultimately irrelevant since the ISP determines your internet speeds. The most frustrating part is that the approved modem which can handle half the speed of the non-approved one; is only $20 less than the better one. Thank you Cox for still finding a way to cost me more money....I hope Google Fiber or CenturyLink rollout before Cox does, because that is where my money will go.5.8KViews0likes3Comments
Unresolved Internet Issues
Alright so so here is the story. About a month ago I started having internet issues. My modem would lose connection and begin to reset . To fix this I would need to unplug it and plug it back in. After about a week I called tech support. The lady on the other end told me to replace my modem and I did. The issue was still present so I called them back and the lady looked at my modem and saw that it was resetting like crazy. She had me plug my computer in directly to the modem instead of my router and she still saw the same disconnects. She redirected me to level 2 support and they scheduled a technician.The tech came on 10/10, replaced a splitter that was replaced less than a year ago, and added an amplifier. For the rest of the day the internet was fine. The next morning I woke up to see that the modem was resetting. I called tech support again and they said a tech would be sent on 10/13. He came and brought a device to measure the signal strength I'm presuming. He said that he would bypass the splitter outside the bedroom door. So he drilled a hole directly in my room and ran a new cable to the modem. The setup is now this: From the box outside the apartment complex 3 cables come out one for us,one for a neighbor, and one for another neighbor. The cable going to our home is then split 3 ways: living room tv, cable to a 2 way splitter for tvs in 2 bedrooms, and the modem(he also added an arcom filter). It's been a little better but just today I disconnected about 3 times in a span of less than an hour. I have become irritated because I was charged $60(on top of the usual bill) and it did not resolve the problem. In 12+ years I have never had a problem this big with cox. I would like to stay with Cox however we have school work to do online and one of us has school entirely online. Cox is leaving me with less options and I'm considering moving to another provider. Here are the singal and logs as of today. The filter did bring down the downstream level to a better range.
