Tag:"connectivity" | Cox Community

T3 and T4 Timeouts from an ex-field technician
Starting in September of 2013, I noticed my connection becoming intermittent at best. Voice conferencing and gaming would literally go from 23 ms to over 10k ms and then obviously I would disconnect from the server. About a week after this first started happening, it started to randomly disconnect while I was simply browsing the internet. I found the modem was cycling itself. At the time I had an extremely old but trusty Motorola Surfboard SB5100. Despite having this modem throughout the DOCSIS 3.0 updates, and despite it having worked fine through it all hither to the point in time, I figured it may be the modem (after a 12 year run, I wasn't complaining...) I accessed the modem diagnostic page at 192.168.100.1 and saw that in the logs there were massive amounts of T3 timeouts. Being an ex-field technician for Cox, I knew this could have gone one of two ways. It was either the modem or it was something in the node (most likely an amplifier in the trunk line) that was to blame. I called Cox for the heck of it just to see if they could see anything on their end, and as usual, no. Everything on their end was fine, but again, having been a field tech for 5 years, I know that phone based customer service is very limited, they're not at the house, they don't have a meter and they're sure as heck not taking level readings. Ok, fair enough. I purchased a Motorola Surfboard SB6141 to replace the 5100 and finally upgrade to DOCSIS 3.0. I called them, had the modem provisioned, went to the diagnostics page, was "wowed" by 8 downstream and 4 upstream channels, wondering why I had not upgraded the modem sooner, but alas, not 2 hours after provisioning, there was a T3 timeout. Now I know it's not the modem, time to get on the phone and make things happen. I called, they said they would send a tech out. The tech (CONTRACTOR) came out and I explained the whole situation to him. I showed him the modem diagnostics, I explained what I knew about everything, and he agreed with me. He did NOT check levels, he did NOT check the tap at the pole (I have a 340 foot drop from the pole to the house, it's RG-11. A new install was done less than a year ago, including the drop and inside lines, and I told him this, so he probably "assumed" things were good up there...). He scheduled a 5C, which is the "internal" code name for "get a maintenance (plant) technician out to the pole to see what's up". I got a call from my old lead technician about a week later. He told me that the maintenance tech found water in the drop and cut it back to where the "stinger" (copper in the connector) wasn't black from water damage, and that another tech would be out in the next day or two in order to run a new drop. Two days later ANOTHER CONTRACTOR comes to the house to run the new drop. I saw his spool of RG-11 and I knew he didn't have enough left to get from the pole to the house. He removed the drop at the sub pole, and due to not wanting to bother him, I came back inside. 20 minutes later I went back out and he was gone. He never replaced the drop. He probably figured he didn't have enough cable to do it after removing the drop at the sub pole, rehung it, and left. This pissed me off. In the meantime I contacted my old lead and asked him what the deal was, explaining that not only were these T3's still happening, but they were getting worse, and they were leading into T4's. He scheduled for the drop to be re-run AGAIN the next week and made sure it would be an in house guy arriving, NOT a contractor. Sure enough, another lead technician and a field tech came to the house and ran a new drop. They didn't have enough RG-11 so they ran half RG-11, then installed a ground block at the sub pole and ran RG-6 the rest of the way. He said he would be back (this was a month ago and it still hasn't happened) to replace the RG-6 half of the drop with RG-11. He gave me his cell number to contact directly if this kept going on. It kept going on. The T3's were getting worse. I asked him on the phone to set up a 5C, he said he would but this was a week and a half after he replaced the drop and hadn't been out to finish the RG-11, so my faith in relying on him was null. I therefore called customer service. I explained that, despite having JUST bought a new modem, FIOS was a phone call away if this wasn't resolved. Per usual, they went RIGHT back to square one and wanted to send out a tech. I told them to stop reading the script from their screen and focus on their keyboard in order to LISTEN AND UNDERSTAND exactly what I had JUST explained to them. For over a month I was implying that this was a plant issue, no one wanted to listen. The phone techs didn't want to listen, the lead techs did not want to listen, the lead techs kept coming back with 50 other excuses as to what could be causing it. I questioned them as to why they would do this when they knew I used to be a tech and I wasn't an idiot. The final call was made to customer service. Again, they said they had to send a tech out, despite two months of this **, in order to get a 5C scheduled. Ok, last time I am playing this game. The tech came out and I caught him on my way home from work. He was an in house guy and I caught him as he was at the pole taking levels. He told me that every port from the tap was bonkers, he replaced the tap and the levels were STILL bonkers, and that he did not understand how two lead techs and four field techs didn't realize this was a plant issue from day one. I concurred. He took down every piece of information I gave him about the new drop, the new modem, signal levels at the modem, etc, etc, and made a detailed log for the maintenance techs who came out. He also told me that there are only SIX HOUSES ON MY NODE, LITERALLY. This means that the trunk line feeding my house only feeds a total of 6 houses. Do you know how easy that is for plant (maintenance) to troubleshoot? There is one amplifier that is literally humping my tap, if here's an inch of trunk line from the amplifier into the tap then it's a lot. I suspected that amplifier from the get go, but even if it wasn't, there would only be at most ONE MORE amplifier in that node, so yeah, one amp checked out good, guess which one's bad? Real easy stuff here people, real easy. So, the tech scheduled the 5C (the second one that had to happen in this whole fiasco), and the maintenance tech came out. I don't know if it was the same or a different one, but this time around (after TWO MONTHS OF THIS **) the problem was resolved. It has been two weeks and I have not seen a single T3 or T4 in my log. I see where it lost connection due to the maintenance guy doing what he had to do and of course the service gets interrupted during this, but honestly, after the modem cycle, there is not ONE added entry to the log, nothing; whereas every other "visit" would result in a T3 less than 10 minutes later. These T3 (and later T4's due to the issue getting progressively worse) were happening every ten to twenty minutes on some days, other days every hour or so. I use VOIP for telephone. Imagine not having 911 access for the whole day because your ISP can't get it's act together. I held out having FIOS reinstalled (it was installed here when it first came out) because I honestly can't stand those hacks. Having said that, had that last tech not been so thorough, had the second maintenance tech not done his job and resolved the issue, Verizon was seriously the next phone call. I didn't go into a whole lot of detail about levels and diagnostics here because I did enough of that with customer service and all the techs that visited. I wanted to make a point here to Cox. Not all customers are complete idiots. Not all customers have zero clue about how information travels from their house to the MTC. Maybe instead of treating everyone equally as morons, you should start treating them all equally as intelligent folk. Imagine how many folks out there were never field techs, imagine how many would have switched back to Verizon within the first week, let alone sticking it out for two months. I was a field tech, I have working knowledge of the system, I was treated like a complete idiot, how do you think that makes me feel? It actually makes me feel pretty damned good right about now knowing I was right the whole damned time about the issue being a plant related occurrence, but I can tell you right now when these people tell you over the phone and face to face that you're "wrong", and that they need to go through steps that, again as an ex-tech, you KNOW they don't need to go through, all the while the internet that we pay for monthly and (in some cases) our phone service (through another provider in my instance) has fallen to complete useless garbage, labeling it as "infuriating" somehow undermines the true nature of it. I know that not every single problem faced is one of a plant issue, this is obvious. Red flags should be raised, however, after every single other step has been taken and fails, instead of attempting to loop the same damned process all over again; that is simply ridiculous. What is also ridiculous is the fact that contractors are being sent in place of in house technicians and basically this leads to repeat trouble calls. This is something that is completely unacceptable, especially when one has to take time out of their day (or out of work) every time a call has to be rescheduled. I know not every contractor is a bad contractor, but out of the entire bunch, I can name 3 that I would have work at my house, that's about it. To make it relative to the in house technicians, I can list about 20 off the top of my head that I would let work at my house from start to finish with a cable job any day of the year. I hope this type of issue, or at least the steps to the resolution of this type of problem does not happen again. I will definitely be more prone to calling Verizon early on if an issue is not resolved in a suitable amount of time, not TWO MONTHS AFTER.
Old_Field_Tech
11 years ago Place Archives
46KViews
4likes
2Comments
Internet 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.
sjo102784
7 years ago Place Internet
33KViews
2likes
66Comments
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?
kiam
2 years ago Place Internet
2.7KViews
2likes
8Comments
Cox's Failure to Support Gigablast
First off all I work from home and depend on a stable connection with good bandwidth... When the opportunity came up to upgrade to Gigablast I bought a brand new Arris SB8200 and upgraded my account. From day one I never got full Gigablast speeds even when plugged directly into the modem with my laptop. I even tested with another laptop and a desktop PC and none of them got more than ~650Mbps. I was OK with that though because in my book that was good bandwidth. Starting today I can't get more than 100Mbps at best... multiple tests using the Cox provided Speedtest app and website show download speeds as low as 5Mbps. The connection also drops out all together intermittently for minutes at a time. According to Cox their system hasn't detected any issues or outages so they refuse to send someone to investigate. I was willing to accept the fact that I'd probably be charged $75 for the truck roll but at least I'd have someone come out and maybe resolve the issues. Unfortunately I'm not worth their time apparently. I'm told that because their system doesn't show an issue they won't send a tech... Now, to be clear, I'm having to chat with this person using my Verizon mobile hotspot because my Cox connection was completely down but I still don't qualify for assistance. This is absolutely the worst customer service I have encountered with my home services and refuse to pay $150 per month for service that isn't worth Cox's time to fix when it is obviously not working correctly. Has anyone else had this happen? What did you do? Was it ever resolved? Should I just change ISP's? Thanks... JP
jgobert
4 years ago Place Internet
2KViews
2likes
7Comments
Can we get answers to service issues and compensated for failures?
There are a lot of complaints about service availability on this forum yet no answers. The responses are all the same... "We are sorry, feel free to contact us, have a nice day.". I am beyond frustrated and entirely dissatisfied with Cox. I am trapped as Cox has a monopoly in my area. I have been having connectivity issues consistently over the past few months. Last night (I work nights) internet was down from 9:30 pm until 9am this morning. The only answers are we are aware and working on it. That's my number one frustration is poor reliability with zero consistent results In resolving and no accountability. Where else do you pay for service, not get it, but are still required to pay????. My second frustration is the service level. I pay for 900+G service but have never gotten much over 300G. It's like renting a limosine but getting a compact. I have never encountered amore dishonest company than Cox. They need to offer everyone their fastest service but prorate based on what is actually delivered. I can't wait until I can move away from Cox. Guaranteed they would be out of business with these unethical practices if they weren't a monopoly!
MrGizmo
4 years ago Place Internet
1.9KViews
2likes
9Comments
In Regards To Packet Loss In Phoenix Arizona - Cox Is Unwilling To Properly Address The Problem
I'm not going to continue the existing thread with this comment as it is now very long and full of data demonstrating packet loss and latency issues in north Phoenix, Arizona during peak times over the past several months. If you'd like to reference the data sets I've been collecting, there are two separate threads that can be found here: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/21292/internet-issues---consistent-lost-packets-north-phoenix-arizona https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22007/internet-issues---consistent-lost-packets-north-phoenix-arizona Long story short, I've been experiencing high amounts of packet loss (5-30+%) and high latency (routinely spikes between 200 and 400ms) during peak times of utilization (7-11PM weekdays and weekends). This results in my internet being unusable. On the 8th, when I called in, my wife was unable to load even a simple website due to packet loss. All data sets/testing/etc were done via a wired connection. I've replaced my modem and router several times, and have had 100% of the coax line between my modem and the nearest neighborhood node replaced. An in home tech verified the same amount of packet loss at the tap outside my home. Tier 2 agents verified packet loss between themselves and my modem during an outage. Both instances are recorded in my service history and both demonstrate the issue of high amounts of packet loss while excluding my internal network/hardware entirely. There is zero old/faulty hardware between my modem and the nearest neighborhood node. The issue exists either as a hardware or software problem somewhere within Cox's network, an infrastructure partner's network, or both - entirely out of my control as a customer. I've had an FCC complaint open since early August and have reached out to any local/state/federal agencies that could possibly act as a mediator and/or encouraging agent to push Cox in the direction of properly addressing this issue. I have been collecting data for five months and attempting to work with Cox to get this addressed, being as patient as I can while paying nearly $100/mo for service that is not being properly rendered. After several weeks waiting on the reply from my call on December 8, I finally received a response from Cox's Executive support team via phone yesterday. I was told by the Executive Support Team that this problem will no longer be investigated by Cox and that - regardless of the amount of packet loss and high latency I'm seeing as a customer - be it 2%, 15%, 30%, or higher - Cox is no longer going to investigating this issue. They've classified the high amount of packet loss and latency I'm seeing as what qualifies as "Best Effort Service" and that the service "is as-is". They didn't call to follow-up and attempt to properly address the issue of packet loss, they called simply to tell me they were no longer looking into this issue. What kind of state is Cox in that it can be completely non-transparent with any work done in regards to my complaints, and then tell me that the issue is closed and no additional work will be done to remediate the obvious and consistent problems with their network? I'm astonished that one additional service call at 1:30PM on a Thursday afternoon is supposed to invalidate the dozens of data sets I've provided - almost entirely within the bounds of peak times of utilization. This is Comcast level support, and it is completely unacceptable. Cox's internet service disclosure (https://www.cox.com/aboutus/policies/internet-service-disclosures.html) states the following in regards to residential connection metrics during peak times of utilization: Download speeds between 97 and 100% of advertised speeds Upload speeds between 102 and 103% over a 24 hour period Latency of an average of 23ms within Cox's network Packet loss of an average of 0.15% during peak times of utilization - so small as to be imperceptible The problem I'm seeing does not occur every single day, but it has occurred several days a week over the past five months and has been incredibly problematic. Download speeds have varied, but during outages I've been plagued with download speeds as low as less than 2mbps. Upload speeds are almost never at or above 100% of advertised speeds during peak. Perhaps when factoring in overnight and during weekdays it may be around advertised, but that simply includes a range of time during which there is very low utilization. Latency is almost always higher than 23ms within Cox's network. During peak times, it will typically float between 40 and 70ms within their network, with huge spikes up to and above 400ms at times. The spikes in latency are many times associated with high percentages of packet loss, which is my main complaint. I can handle download and upload speeds being lower than anticipated during peak (within a respectable margin). This is de facto cable internet - a shared medium. What I can't accept is packet loss ranging from 5 to 35% during peak times. My modem is recording literally hundreds of thousands of corrected and uncorrected packets over the course of several hours or days of uptime - across all 32 downstream channels. This issue of packet loss is my primary complaint and is completely unacceptable. It's unbelievable that I'm now being told by Cox that packet loss issues are no longer going to be investigated. Again - this is monopolistic behavior and is very anti-consumer. I had a very good history with Cox until I moved into the Phoenix, Arizona area. After the move, I can say that this is undoubtedly the worst customer experience of my life. You are taking advantage of the percentage of people who are unable to distinguish packet loss by failing to correct infrastructure problems leading to packet loss in the Phoenix area. This is a very obvious slap in the face to anyone using your services. I truly hope that your company can overcome this anti-consumer behavior without a direct competitor in my area of Phoenix. That would be great customer service and would lead to at least my trust as a consumer with no parallel choices for an ISP in my area of Phoenix. Unfortunately, the past five months has demonstrated that your company is unwilling to take adequate action on behalf of your customer.
sjo102784
6 years ago Place Internet
2.9KViews
1like
3Comments
How to get cox to upgrade my Netgear C6300 Modem to newest firmware
I have the cox ultimate package but am only getting average download speeds of 40mbs while hardwired!!! I know that there is a new firmware update for my C6300 which should be V2.01.18 and mine currently is V2.01.14. Can we please get this update to happen?
James24
7 years ago Place Internet
2.4KViews
1like
1Comment
Cox Panoramic Modem March 2020
If you don't want to read this paragraph at the bottom about me complaining about Cox, then just read this: " The Cox Panoramic wifi modem/router that you rent for 11$ a month does not work the way it is advertised, and you are much better off going with a separate modem and router that is meant for providing high speed internet service". This type of internet works for laptops, Netflix, and basic streaming services. But when it comes to playing online video games, forget it. Even if you use the ethernet, you only will get between 200-300Mbps download, and 2.9Mbps upload speed. These speeds still lag when you play online video games". I decided to upgrade my service to cox Gigablast as of 20March2020. With the world under quarantine, especially the entire state of California, I said okay I definitely cannot deal with the Lag on PS4 that I have been dealing anymore. So I went to the local cox store after setting up my new service online and picked up my device. The customer service representative said it wasn't necessary that I rent the device, as I could buy a separate modem and router from Best Buy or where-ever, but it would cost about $400 with a separate modem and router. I decided to try out the cox panoramic modem+router combo that they offer for 11$ a month. I go home, plug it in and it was a super easy set up using the app for it. I connect it to my PS4 and test the connection. This piece of garbage (which is supposed to put out up to 900+ mbps basically almost 1 Gbps) only put out 24.9 Mbps download and 2.4 Mbps upload. This is down right criminal at these speeds. But before I called my lawyer, I decided to call tech support, so that someone could come out and see if the signal needs to be adjusted at my apartments. They are supposed to come out tomorrow (March 23, 2020) and hopefully fix it. Just the fact that I have to go the extra mile, and MAYBE get the issue fixed is absolutely ridiculous.My apartments are literally ONLY able to get Cox service. Isn't this considered a MONOPOLYat this point, since there is no other competition available? I have always had so many issues with cox, and its sad that they can't provide the working class of the America a fast internet service, especially whatwe are paying them for. I will hopefully remember to make another post tomorrow afterPAYING a tech support member a FEE in order to get my SERVICE that I justPAID for to WORK like it is ALREADY SUPPOSED TO. If it doesn't, well maybe I need to start putting this money that I am paying for this BS service towards law school, so that I can sue them into bankruptcy. Either that or call my friend at the local new station and put this company in the spotlight. Oh and if you don't believe me, then why would they sell cox Panoramic Pods separately? I have my PS4 sitting right next to the wifi box and it doesn't do any better than 24.9mbps. if you plug it in via ethernet, the best that I got was just below 300mbps. This is a speed that still lags during a online video game like Call of Duty. If you don't want to read this paragraph above about me complaining about Cox, then just read this: " The Cox Panoramic wifi modem/router that you rent for 11$ a month does not work the way it is advertised, and you are much better off going with a separate modem and router that is meant for providing high speed internet service". This type of internet works for laptops, Netflix, and basic streaming services. But when it comes to playing online video games, forget it. Even if you use the ethernet, you only will get between 200-300Mbps download, and 2.9Mbps upload speed. These speeds still lag when you play online video games".
Alex619
5 years ago Place Internet
3.9KViews
1like
4Comments
Daily Intermittent Connection Loss - Louisiana
My internet connection randomly losses internet connection several times throughout the day. Both the wired and wireless internet drops; the connection to the router is still active, but it just says "No internet connection". Similar issues to these threads, all that don't seem answered: https://forums.cox.com/forum_home/internet_forum/f/internet-forum/2164/wifi-devices-losing-connection/8538 https://forums.cox.com/forum_home/internet_forum/f/internet-forum/20861/intermittent-outages---louisiana I currently have Gigablast, but the internet connection loss also happened when I had 150gbps download speed. I had a tech replace my originalnew Panoramic router/modem for a new one, same issue. The bandaidfix is to unplug the Panoramic router/modem, but I can't keep doing this several times a day. Cox support has been zero help in the past year I've experienced the issue. When I call or chat with the Cox support, they tell me everything looks fine if there end, and to unplug the Panoramic modem/router and plug it back in. When I tell them that doesn't solve the issue long term or even later that day, they say a tech needs to come out. When a tech comes out, they say there is nothing they can do. An endless cycle i've been in for months. Past two times the field techs have just been skipping the appointment times all together as no shows. I believe there is an infrastructure issue in the lines outside my house. Is there thing I can do the get Cox to help? Thanks for any advice.
jb2019
5 years ago Place Internet
4.4KViews
1like
13Comments
Training of "Technical Support"
So I come from a technical support job. I deal with internet providers across the country all day for a living. I have never dealt with such under trained and rude technical support (I've had 6 contacts in less than 24 hours) as I have the last two days. None of them were able to speak in proper English sentences and when I caught "Charles" (as if this is his real name) in a lie, he just stammered until he put me on an indefinite hold. The lie Charles said was that my router was receiving the signal from Cox and that it was the router that was the problem. Unfortunately for Charles, I unplugged the router 5 minutes beforehand and never plugged it back in just to see what he would say. After this, I was put on hold for over 15 minutes and called back, received another technician (who luckily spoke English) and they acknowledged the issue on Cox's end and my issue was resolved in under 5 minutes. Charles called back later to apologize for the call disconnecting and that no supervisors were available at which point I terminated the call.
CHJ
5 years ago Place Internet
518Views
1like
1Comment