Cox does not provide the services we pay for.
And they appear to banking on there being nothing we can do about it. The so-called support portion of the website is an utterly useless and deliberately includes infinite link loops. Even the "chat with our AI assistant Oliver" thing is a fake link. Not even a dead or nonfunctional link, but a FAKE LINK. Like, the thing that looks like a link ISN'T EVEN ACTUALLY A LINK. I'm paying for 200Mbps download service and all weekendthe norm has been more like 2Mbps. 20% packet loss when pinging freaking www.google.com or www.amazon.com. That's beyond unsatisfactory. And this "forum" appears to be the only venue even remotely associated with Cox that allows me to say I noticed that Cox isn't keeping its promises. I guess what I'm trying to say, Cox Inc, is that I've noticed that you aren't providing the service I'm paying you for. If it's your problem, fix it, if it isn't, please share information about your troubleshooting and diagnosis. Your soon-to-be-former-customer, -Tom150Views6likes2CommentsInternet Has Been Out for Days, Yet Cox Tells Me I'm the Problem
I'd like to find out if anyone else has had an experience with Cox as terrible as my recent experience in Oklahoma City, OK: My home internet has been out for 3 or 4 days now. It started when our modem suddenly stopped getting any signal from Cox. The modem has power and has shown zero issues up to this point. I thought maybe it was that particular coaxial connection, so I tried hooking the modem up in other rooms around the house that that have a connection available. Same issue: modem powers on, but no connection to Cox. I then got on the Cox website to verify that my modems MAC and Serial Numbers were correct, as well as to try and reset my modem from my online account settings. Still no improvement. So, I decided tochat with a Cox support agent. The FIRST agent I talked to looked into all kinds of things and ended up telling me that I needed a new modem (which, of course they immediately started trying to sell me one of theirs). I said no thanks, went to the store, and bought a new modem. The new modem is the exact same brand and model (Netgear CM500) as the previous modem I'd been using for years with Cox, so I know for a fact it is compatible. I get home, I hookup the new modem, but still no connection to Cox. I try to activate the modem according to both the manufacturers instructions and the instructions on the Cox website, but I can't finish it myself because, of course, Cox can't establish a connection to the modem! So, I decide tochat with a Cox support agent AGAIN. The SECOND agent has me provide the MAC and Serial Number of the new modem so that they can activate it on my account for me. I provide them all of this information, and they tell me that they have activated the modem on their end, but that they still can't establish a connection to the new modem. Then, all of a sudden, the chat session ends before I can get anything else from them. Big help that was, Cox! Once again, I reach out to a Cox support agent. I tell the THIRD agent everything that's happened up to this point, about the sudden disconnection on my old modem, going out and buying a new modem, going through the headache of getting the new modem activated, and getting disconnected from the previous agent. This agent wants all the MAC and Serial Number information again so they can make sure the modem is activated. I provide all the information to them, they tell me the modem is activated "on their end", and that I need to reset the modem (unplug it, wait 10 seconds, plug back in). Then they tell me to "wait a while", I'm assuming so that Cox can try to connect to the modem. After about 10 or 15 minutes of waiting, and still no connection, this agent tells me that it's a problem with my modem. UM, EXCUSE ME? You mean, this brand new modem that the FIRST agent told me to go buy for absolutely no reason? Not likely. At this point I told the third agent that I'd like a technician to come out to my house and check the Cox lines outside because the only remaining possibility is that there's an issue with their equipment. The third agent then told me that they can't send a technician to my house because they're not allowed to touch equipment that's not provided by Cox (in reference to the modem). I tell them that's fine, because I'm not asking them to touch my modem, I want them to check up on their own equipment! The agent then goes back to insisting that the issue is with my brand new equipment. Well, of course it is, because Cox is just infallible, right?! At this point, I'm ready to drop Cox all together. I've never had such a poor customer service experience in my life. I worked in customer service for a number of years, and it never once occurred to me to tell a customer "it's not us, it's you" if I hadn't already exhausted every possibility on our end first. It's a shame too, because this is really the first issue I've ever had with Cox. At this point, the hot spot on my T-Mobile phone isproviding a more reliable connection for my home than Cox seems able to. In the meantime, I've talked with co-workers who live in nearby cities who've told me that their Cox service has been out for the exact same amount of time, with the exact same symptoms (modem suddenly receives no signal), who've been told the exact same thing by customer service agents (go buy a new modem), then been treated the exact same way after the recommendation doesn't work ("it's not us, it's you"). Is anyone else starting to see a pattern here?1.5KViews4likes5CommentsYou're Not Crazy It's Happening To Everyone
I can't read one more. I can't read one more post that says, "my modem drops dozens of times a day, and comes back up minutes later, sometimes it's unusable for HOURS, I've rebooted, and reset, and refreshed, and I've replaced ALL of my equipment, I've called Cox dozens of times, techs have visited my house over and over, and it's STILL HAPPENING, EVERY DAY." It's not a user-end issue, and I can't believe that with ALL OF THESE IDENTICAL REPORTS (and you can add mine - identical), that Cox is just plum mystified (and always, EXTREMELY RETICENT TO ISSUE ANY KIND OF CREDIT FOR THEIR BREACH OF CONTRACT). It's too much. That's enough. The Federal Communications Commission is there to protect consumers from this fraud and abuse, and by God, I'll be calling on them to do so. Investigative journalists live to expose greed and corruption, and the lack of antitrust measures governing utilities like Cox is fertilizer for the kind of stink Cox gives you for hundreds of dollars a month. So anyway, does anyone have any suggestions, he asked rhetorically. (incidentally, the sheer VOLUME of tags, crowd-sourced, shows where the stakeholders are:)2.3KViews4likes3Comments"Increased internet traffic" and "Network impacting event"
How would Cox react if I sent a note to their payment center stating that I had "Increased banking traffic" that created a "budget-impacting event", therefore making it impossible to pay my bill? Well, we all know, they'd turn OFF my service at a minimum. I wish I could "turn off" Cox by firing them, and choosing another broadband service, but there are no other choices where I live.2.8KViews4likes3CommentsPacketloss for Over 2 years, and no fix.
All started a few years ago, getting packetloss in a game I currently played, back then I had 0 knowledge about anything internet related. So I did what any customer does, call the ISP, and tell them. I did, they sent a tech out, no fix. I keep calling cause it is getting really bad, and I am about to lose my mind, maybe 20 or so techs later, at that point I start looking into YouTube Videos, and learned a few things that people did to get COX to fix the internet, So I did the following, Download Ping Plotter, and run it for a few days, and when I lagged in game, I would check back in Ping Plotter, and bam! PACKETLOSS, I would quickly screenshot it and send it to a rep over email, they would follow up with nothing here i can see on my end, so i kept doing that for months, and many more techs, switching modems, replacing drops, replacing anything that can be the problem, was using the Panoramic Gateway at the time, and one tech gave me a ARRIS modem, and that helped a little bit with ping times, and some packetloss. But like all good things they come to a end. Then after more weeks of monitoring my network, and sending the info to cox, I get a call from a Senior Tech telling me he will be at my house around 7:30pm, to catch the packetloss, and I forgot to add the issue changed from constant loss to only getting loss at night, started when COVID came about, when everyone was on a stay at home order. And the tech stayed up there with his laptop on a conference call with 5 other people, that were monitoring my neighboorhood, they said they would see 7% at one house then 10% at my house, kinda like it was bouncing around, then after that a line crew consisting of 2 people told me they will be working the area for the next 2 weeks, everyday they would stop by to tell me to check and see if anything changed, and it didn't for a while, but one day they came by and told me that a AMP down at the road, blew up and ate the cable to the copper wire. and said you should see some improvement, and i did, and they continued to work in the area, fixing ingress, and such. But something they did fixed the internet, said they found a plant issue, and corrected it and it was fixed for a few months, then it came back, and when I realized what i went through to get to that point, endless hours watching ping plotter, emailing, etc. It consumed my free time, I then learned as much as possible about internet troubleshooting, we recently bought a NETGEAR NIGHTHAWK R7200, and a ARRISSB6183. Which has been doing well for me. The cox modems kept rebooting and causing issues, so I spent 75$ and got a reliable modem. So, with that being said, I doubt I will get close to getting this fix, but I am sharing my story and hoping someone with authority with COX sees this and tries to help a long time customer out with a LONG time issue, Thanks for reading this.2.6KViews3likes0CommentsEthernet and Wireless Dropping Consistently
Modem Cisco dpc3010 Router Gryhon ac3000 Plan Preferred 150 I have two computers connected via ethernet and multiple devices connected to wireless (watch, phone, tv) Randomly our internet disconnects and reconnects through the day. It gets worse at night.It affects both ethernet connection and wireless connection. Last night the modem just rebooted all on it's own in the middle of us having a game night. (After disconnecting multiple times throughout the night) When I test our internet via gryhon, we are getting more than 150 which is great but I'm wondering if that has anything to do with the internet dropping all the time. It's frustrating because we've put a lot of money into a router after speeds were ** and internet was dropping which solved the speed but not the dropping. I've tried rebooting my router and modem. Tried disconnecting everything from the wall (power and cable) then reconnecting after 30 min. All firmware is up to date on both modem and router. Tried disconnecting everything connected to the internet except for one computer via ethernet, still drops. I'm just not sure what's going on and I dont have the patience for support to tell me to reset my modem/router then blame it on the 3rd router or 2nd modem I've purchased.1.6KViews3likes4Commentspacket loss all the time.
I have been getting trash packet loss, just filled a complaint to the fcc in hoping they will do something, cox is not a good provider, they do not fix anything. they give you the run around, reset modem, send tech, and NOTHING GETS FIXED i am so close to dropping cox for something else, cause at this point it is not even funny. cant play my games in peace with out lagging.1.4KViews2likes5CommentsInternet Issues - Consistent Lost Packets North Phoenix, Arizona
Continuing my previous post that was closed: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona The same issue is still occurring. I now have months of data collected to support packet loss beyond my home, as well as an in-home Cox technician that confirmed the infrastructure beyond my home was the issue and that he was seeing packet loss at my tap while excluding my entire internal network. The call date was September 8, 2018 and packet loss beyond my home should be notated on my account in accordance with that call. Here are screenshots from a packet testing utility I've been using while hard wired to my modem and through a router - the same packet loss issues persisted with or without the router in between. Packet loss also persisted through different hardware and operating systems. This packet loss issue persisted through three separate/new routers, two separate, brand new DOCSIS 3.0 modems, a Cox supplied Panoramic modem/router combo as well as the current Motorola MB8600 DOCSIS 3.1 modem. The modem provisioning can be found in my account history. In the photo below, you can see lost packets using UDP (in the Ping Plotter application window, not a normal ICMP request that would normally be dropped due to low priority) and a normal ping in the command prompt window both displaying dropped packets at the same time using two separate types of communication: Here is a screenshot from my modem indicating the uptime (less than three weeks, modem is brand new) and the several hundred thousand of corrections needed on bands 2-21: I called Motorola to confirm my understanding of the "correction" column, and was immediately informed that the number of corrections based on the modem's status page is indicative of an issue with Cox's infrastructure beyond my home. My RG6 line runs direct from the tap at the outside of my home to my modem - no splitters or other devices in use, and was replaced about two months ago by a Cox technician. The RG11 line that runs from the closest Cox ingress point to the outside of my home was replaced as well, about two months ago. There is a problem with the Cox infrastructure in my area of Phoenix. I've been dealing with this problem for months, and have provided Cox with dozens of data sets like the ones linked in this post - yet no tangible corrective measures beyond replacing the lines running to my home have been taken. I currently have a complaint in with the FCC and FTC, and will continue documenting and communicating this information out until the issue of packet loss is identified and corrected.33KViews2likes66CommentsCox ruining Fortnite and Live Streaming experience with PACKET LOSS
Okay I started getting packet losses two months ago, which is like a freaking cancer. I did everything from switching coax, hard wiring modem to pc, new ethernet cords, even buying a new modem and sending cox the one they rented me out (new modem is cox compatible Netgear Nighthawk c7000). spoke to probably more than 20 techs online who by the way all did the same thing, reset my modem and cleared the cache. I had two techs come out to look at my house and one changed the lines, which did absolutely nothing, probably made it worst. The next one came and connected my modem into his little device and he said that everything was good, and he left. Now i look like the boy who cried wolf, but i know for *** sure i'm not the only one having this stupid problem. It seems to always happen more at night than in the morning, network congestion or what? Why is there no cure to this cancer yet, seriously... what do we have to do, EVEN if i get another tech sent out to my house what will they do? look at the modem and say its good? they have no idea how to approach this situation. I have the ultimate package w/ the unlimited data plan bringing me the max amount of $ i could pay for internet with cox, I for *** sure know i'm getting ripped off, I'm probably better plugging my computer directly into a potato. Packet losses ranging from 10%-60% all night long, jittery gameplay, unable to live stream AT ALL download speeds are reading as it should, normally 200-300 mpbs... but upload, oh yes upload speeds are a whopping Less than 1mpbs...(paying for 30mbps btw) every night, tried every speed test site i could find, the meter stick doesn't even move, looks like its trying to go backwards if anything. I hate this city for only having cox as the main isp that offer high speeds lol. god this ** so bad, vent over. solution you wont find, i just wanted to complain and get this off my chest since cox doesn't do anything with reimbursing me from all this stress and frustration. Unplugging modem for 10 seconds and plugging it back in now for the 42,371,284th time...Solved56KViews2likes53CommentsInconsistent Service Disruptions (i.e. T3,T11,T4) - since July service work
Location: 85255 Modem: Arris SB6183 , no spliter Service Level: 300mbps Issues: Modem Event logs (see screen shot below) Started Unicast Maintenance Ranging - No Response received - T3 time-out; TLV-11 - unrecognized OID Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out Unicast Ranging Received Abort Response - Re-initializing MAC DHCP WARNING - Non-critical field invalid in response No Ranging Response received - T3 time-out Description of Issue: No internet service for 2-5 minutes that occurs periodically between 3-5 times during the day. I noticed the issue began approximately a week after notification from HOA that Cox was completing 2nd service operation in area, which occurred near end of July. Resolution Actions: Called Cox support - 25min with online chat Tier1 support that gave me support # then waited 45min to speak with Tier2 support to have a person run a reboot and tell me all levels check out fine after reboot. I explained the logged events the Tier2 was not sure what to do, so offered having a data tech come out, though I would have to pay $100 if nothing is found. Researched T3,T4, & T11 events - https://docsismodem.wordpress.com/2010/08/13/t1t2t3-t4-timeouts-descriptions/ T3 event - "This typically is caused by noise on the upstream that causes the loss of MAC-layer messages." and "If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process." ; which is reason for the service disruptions. Researched Cox Internet forum : I found the following posts that started approximately 3-4 weeks ago, which coincides with the 1st scheduled field maintenance notification I received from HOA. Prior to the maintenance I and seems these events were not as common. Constant Outages (1month ago) Frequent Internet Drops (30 days ago) Intermittent T3 timeouts (30 days ago) Internet Drops and Intermittent Modem Reboots (27 days ago) Constant Outages / Chandler (1 month ago) CONSTANT OUTAGES (26 days ago) Random disconnects, packet loss, fluctuating power levels (1 month ago) Random disconnects getting worse (12 days ago) Intermittent Disconnects T3 time-out, CM1100 status and logs (16 days ago) Internet constantly dropping for the past week (9 days ago) Dynamic range window violation ( 9 days ago) Internet going out again every day between 10 and 12 (11 days ago) Outcome from Resolution Actions: Issues still exists for me, and was informed neighbors are having similar issue Cox suggested having a tech come out, though I have to cover the $100 if nothing is found. This is odd since I found the above posts, people are calling to cause waits of a minimum of 30min, but Cox acts as if this is all being made up. Many others in the Phoenix metro area have same issues , therefore this is not an isolated issue or related to a specific modem. Conclusion: Field maintenance modifications during the month of July has resulted in consistent issues across the area. The service disruption issues are "... signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages." , which results in "...it resets its cable interface and restarts the registration process.". Cox only you all are aware of the modifications made in July the result was been disruptive during the past 3-4 weeks. This situation will only get worse as more schools start! I have no idea what needs to be resolved, but I've got many years in IT; when a change is bad back-it-out. Cox what do you need from customers to get this resolved? What do I need to do to get this resolved? IMO if this continues during the next 2 weeks as schools come online the calls will increase to support, city counsel, and state organizations ; people are going to not be kind. Screenshots from Modem Monday Aug-3 to Sunday Aug-94.4KViews2likes21Comments