connectivity

52 Topics

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
9 months ago Place Internet
3.6KViews
2likes
8Comments
SW Iowa.. weekly outages during business hours
We have had regular and extended area-wide outages all summer. At least weekly! They always occur during business hours and last several hours. Both my home and the company I work for have been put out. A $10 bil credit does not recompense the hundreds & thousands of dollars it costs to be without service. We can't answer phones, we can't work online. Employees are being paid to do almost nothing, clients cannot contact us in a timely fashion. It's getting ridiculous!
BrendaC
2 years ago Place Internet
124Views
0likes
1Comment
Service Query
Greetings, Is it possible to have 2 separate plans at 2 locations under the same account? I have another location I use as a workshop of sorts and already have coax as well as networking equipment, I would just need service. Thanks for your time. Cheers, Nick
NAH_1054
3 years ago Place Internet
630Views
0likes
3Comments
Constant Packet Loss For Years Now.
I have had cox's highest internet plan for as long as I can remember. I have had countless techs in my home including multiple maintenance escalation tickets called out for my issues. Still nothing changes. Every time I call to discuss the same issue, I get the same answers and have to fight to get escalated to a higher tier support so that someone understands what I am experiencing. I now chart all of my packet loss and am building a portfolio to seek legal action. I have the gigablast package which runs me $120.00 per month and can only use the internet efficiently approximately 35% of the time. As I am writing this post I have been incurring packet loss and disconnections for the past 3 hours. If a high tier cox tech would like to look into my account and see how many techs and issues I have had at my address, please do. I am going to keep posting all of my data graphs and information on the forums as calling and trying to get this settled is not working. All I can say is this has been an issue for years in my location and if I had the opportunity to switch providers, I would have left cox a long time ago. Please help! https://imgur.com/a/u0UVYJJ
Danny_Cook
3 years ago Place Internet
467Views
0likes
2Comments
Latency or QoS?
background info: I have gigablast internet package with cox panoramic router. I have (recently purchased) gaming PC plugged in via ethernet. I have 1 labtop using 2.4 g wifi connection. I have 3 TVs (usually only 1 in use at a time). I have an Oculus Quest 2 that gets used occasionally. I have an xbox one S that gets used less often. Problem: Playing ANY online game on gaming PC (ethernet) with child using labtop (2.4g wifi) behind playing Roblox. One TV streaming Netflix (5g wifi). At times, my game on gaming PC drops connection (example: disconnected from battleNet). I look behind me and my kids roblox dissconnected and is attempting reconnect. The TV will buffer for maybe 3 to 10 seconds. Attempts: Upgraded to gigablast with new router (as recommended by cox tech support). Internet is much faster, but the latency drops are still there, maybe a little less often as it seems the internet is fast enough to try to pick up where it left off(?). But STILL happening. Called cox and now the suggest i try the GamerElite package(...for MORE money). Added to my serice, tried it out.. it just connects you to a VPN.. or rather a GPN. So if your connection has an issue... it will stop being connected to GPN(duh?). Didn't work, removed GamerElite from my service. At some point i was talked into adding another 500mgbts to total internet allowance (even though ive NEVER gone over 85% usage)(MORE money!). Call cox again trying to explain my issue... they recommend i add another monthly service charge that would cover the cost of a technician coming to my residence and maybe running new wire from where ever to my house(more money). I call cox again and explain i'm STILL having this issue and the technician says that if he has to send someone to my residence, it will be very costly (even though i started paying for the COX COMPLETE CARE package). Cox obviously has no idea what to do other than looking for new stuff to try to charge me more for. This is now obvious. Asking around, i was told that QoS can change your connection around in the router "looking for fastest option" . Cox no longer allows to turn this feature off with their routers, so i would have to buy a new modem/router just have consistent internet... does this even apply when plugged directly into router? If i run a continuous internet speed test (startrinity.com) i have obvious packet drops or failures. Literally telling me at one point "2022-06-07 18:10:25: uploaded in 33.4s @0.702Mb/s". Im not Tech savy, but that says it took 33.4 seconds to transfer .702mb/s of data. Is this a representation of my actual problem? How do i get someone smarter than me at cox to understand this? Im paying money for internet that i CAN'T use for gaming. Can anyone give advice or direction? Thanks ~Will
Synister4200
3 years ago Place Internet
2.8KViews
0likes
3Comments
Data Harvesting & Devices w/uPnP IP addy
When I see the proof of this Orwellian ** in my router logs, I wonder what the hell is going on...? So...what? How?? and Why??! And dude, what the hell is up with this strange 192.168.147.100 existence? Why can't I check it out and see what is on the page...if there is anything to see...? I'm curious. Lastly, thirdly, what is the difference between the DOCSIS/Ethernet choice given in the GUI?
Greg_Pierce
4 years ago Place Internet
313Views
1like
0Comments
WANATTACK DROPS
I understand what these are as I'm a 20 some years has a IT person. What I'm having a trouble with is every time some one or something sends a small amount of packets it is causing my Modem to drop internet connection and reset. It happens 4 to 5 times a day and my wife works from home and it is cause problems with her working and voip calls. We are connected with ethernet not wireless. The Modem connection light starts to blink and then resets the modem and then the connection light becomes solid again until the next little attack. I have the panaramic modem. I have tried different things, I have went from one extreme to the other. I have shutoff the Firewall completely and rebooted it for the firewall to take affect and it still is making logs in the firewall log stating that it has blocked these packets even though i have shutoff the firewall. it still cause the internet modem to drop connection back to the Headin to reconnect with Cox service. Cox should have a way in the modem to disable IPv6 address so we can try to see if that would take care of it. Firewall Log FW.WANATTACK DROP , 12 Attempts, 2021/12/8 19:58:00 Firewall Blocked FW.IPv6 FORWARD drop , 8175 Attempts, 2021/12/8 16:58:00 Firewall Blocked FW.IPv6 INPUT drop , 32064 Attempts, 2021/12/8 16:58:00 Firewall Blocked Just for proof, I do have the firewall shutoff and still the firewall is blocking things and shutdown my modem and rebooting it. Home Network Ethernet Wi-Fi MoCA Firewall Security Level: None I have ordered a new firewall router and I'm going to go into the modem and turn on the Bridge to pass all traffic to the new firewall router and see how that is going to work. I will update on here to let every one know how it went.
arizonaflyer
4 years ago Place Internet
2.2KViews
0likes
1Comment
Packet loss due to upstream channels dropping
I've been getting outages due to the upstream dropping out on my internet connection for more than 6 months now. Downloads, watching streams, podcasts, hearing and seeing people on voice/video calls and are fine if they've already started. Uploads drop, voice/video calls break up for listeners, website requests take forever, games get disconnected. Modem upstream during packet loss: Bottom row with red question marks is packet loss. Other rows are just hops which sometimes don't respond (`mtr one.one.one.one`): I can't even get a screenshot without packet loss over the past few hours. I've rebooted my modem. I have a new cable and connectors from the box outside directly to my modem 2 times over. I've upgraded my modem 2 times and now have one of the best (MG8702) if not the best one supported by Cox. I've had several techs out to troubleshoot the issue. Some of them have replaced the same cable or connector as previous techs have done. One tech actually worked on something up the street, which improved the connection dropping a little. Another of the techs said there wasn't really anything they could do to fix it and that the lines are over-saturated because everyone is working from home now. If this is actually a problem, it sounds like a case to expand infrastructure rather than telling me it's all used up. I've confirmed with the techs that have visited that there's an issue with the upstream signals somewhere between the box at the utility pole and further up the chain. It doesn't seem like this issue will every be fixed. I've burned a lot of my time (days and days), burned money upgrading hardware that was fine, talking with customer support, and waiting for techs. I've been having to use my phone as a mobile hot-spot to ensure a consistent connection for voice and video calls. If this keeps up I think I'm just going to stop wasting money on useless internet and dump Cox and switch to a mobile hot-spot, since I end doing that anyway.
Solved
A_Cox_Customer
4 years ago Place Internet
8.1KViews
0likes
31Comments
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
2.1KViews
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
2KViews
2likes
9Comments