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?3.6KViews2likes8CommentsGetting "US profile assignment change" constantly causing random disconnects.
I'm not sure what else to do at this point. Sorry about long rambling post. Location: South San Diego Install setup: Straight drop from the pole to the property and a grounding block. From there, about 10ft run straight into the modem. No splitters. For the past couple of months (maybe longer), I had been losing my internet connection intermittently, it could last anywhere from 15 seconds to a minute or two. During the day, it's enough to kick me off my work's VPN, in the evening, it's enough to kick me out of any online gaming sessions. It appears to be worse in the evening. Over time, it's gotten worse and worse with the back and forth with Cox CS which proceeded to always blame my Modem (Netgear CM1100) AND somehow router (Asus RT-AC68U) because their "test signal" looks PERFECT. Which isn't the issue, Signals have looked good with minimal to no packet loss. It's the QUALITY of service that is the issue. I got fed up and bought a new modem (Arris S33) AND a new router (RT-AX86U Pro) because I did not want to give Cox an "excuse" and voila, what do you know, same problem. I changed out to a new RG6 cable to the grounding block, even bought a new 3ghz grounding block myself. NOTHING. Then, after spending several hundred dollars, did Cox finally agree to send a tech out. The tech dropped NEW line from the pole, redid the wiring etc etc, all new wires and he noticed that there was "noise" in the line. Ingress so he called it and while we were chatting, it went back to normal, perfect and he said would you look at that, all good. While I was explaining to him the numbers went back to showing a noise. He was plugged straight into the grounding block outside so could not have been my lines/property. So the tech placed a ticket to have looked at. Supposedly the ingress was coming from a house on our street, the following day Cox left a notice on my door that they located the issue and resolved it. Well guess what, I'm getting EVEN MORE US profile assignment change in my logs, and intermittent drops of service. So I called and spoke to tier 2, who again, for whatever reason, scheduled another tech visit. The tech came and I told him that a tech had come prior and already changed all the lines. He did his tests and said that the signal everything looks good, no packet loss or anything, but he also got some error on the Up Stream and sent it to his manager. He told me they are going to monitor the line, however they do that and see what is going on. The problem just seems to be getting worse and worse. I've gone from a few profile changes a day to pretty much every 30 minutes to an hour. I'm at a loss. The real problem is my WORK. I cannot and should not have to worry about if my VPN is going to disconnect any minute now. It won't disconnect at every change of profile but will 3-4 times during work day and more so at night. So I'm reaching out here to see if anyone has experienced this and what the solution was? I don't even know why I'm bothering as they laid down fiber on our street recently and I have access to fiber service from another company but we have been with COX for almost 18 years so I want to give them a chance. Ideas? Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 21 Locked QAM256 855000000 Hz 5 dBmV 43 dB 0 0 5 Locked QAM256 759000000 Hz 6 dBmV 43 dB 0 0 13 Locked QAM256 807000000 Hz 5 dBmV 44 dB 0 0 18 Locked QAM256 837000000 Hz 5 dBmV 44 dB 0 0 19 Locked QAM256 843000000 Hz 5 dBmV 44 dB 0 0 20 Locked QAM256 849000000 Hz 5 dBmV 44 dB 0 0 22 Locked QAM256 861000000 Hz 4 dBmV 43 dB 0 0 23 Locked QAM256 867000000 Hz 4 dBmV 43 dB 0 0 24 Locked QAM256 873000000 Hz 4 dBmV 43 dB 0 0 25 Locked QAM256 117000000 Hz 0 dBmV 41 dB 0 0 26 Locked QAM256 123000000 Hz 0 dBmV 41 dB 0 0 27 Locked QAM256 129000000 Hz 0 dBmV 41 dB 0 0 28 Locked QAM256 135000000 Hz 0 dBmV 41 dB 0 0 29 Locked QAM256 141000000 Hz 0 dBmV 41 dB 0 0 30 Locked QAM256 147000000 Hz 0 dBmV 41 dB 0 0 31 Locked QAM256 153000000 Hz 0 dBmV 41 dB 0 0 32 Locked QAM256 159000000 Hz 0 dBmV 41 dB 0 0 33 Locked QAM256 165000000 Hz 0 dBmV 41 dB 0 0 34 Locked QAM256 171000000 Hz 0 dBmV 41 dB 0 0 35 Locked QAM256 177000000 Hz 0 dBmV 41 dB 0 0 36 Locked QAM256 183000000 Hz 0 dBmV 41 dB 0 0 37 Locked QAM256 189000000 Hz 0 dBmV 41 dB 0 0 38 Locked QAM256 195000000 Hz 0 dBmV 41 dB 0 0 39 Locked QAM256 201000000 Hz 0 dBmV 42 dB 0 0 40 Locked QAM256 207000000 Hz 1 dBmV 41 dB 0 0 41 Locked QAM256 213000000 Hz 1 dBmV 42 dB 0 0 42 Locked QAM256 219000000 Hz 1 dBmV 42 dB 0 0 43 Locked QAM256 225000000 Hz 0 dBmV 42 dB 0 0 44 Locked QAM256 231000000 Hz 0 dBmV 42 dB 0 0 46 Locked QAM256 243000000 Hz 0 dBmV 41 dB 0 0 47 Locked QAM256 249000000 Hz 0 dBmV 42 dB 0 0 48 Locked QAM256 255000000 Hz 1 dBmV 42 dB 0 0 159 Locked OFDM PLC 300000000 Hz 2 dBmV 43 dB 447192759 0 160 Locked OFDM PLC 918000000 Hz 6 dBmV 43 dB 72860026 0 Upstream Bonded Channels Channel ID Lock Status US Channel Type Frequency Width Power 1 Locked SC-QAM 17600000 Hz 6400000 36.8 dBmV 2 Locked SC-QAM 24000000 Hz 6400000 36.8 dBmV 3 Locked SC-QAM 30400000 Hz 6400000 36.8 dBmV 4 Locked SC-QAM 36800000 Hz 6400000 36.8 dBmV 6 Locked OFDMA 36800000 Hz 44000000 31.5 dBmV Here's a snippet from last night to this morning (now) of most recent event, I reboot router daily (in hopes it won't drop connection today) so logs get deleted but you get the idea, just same thing throughout. 22/8/2023 01:29:44 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 01:30:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 02:26:03 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:19:18 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=:b1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:26:13 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:20:12 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:26:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:21:27 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:23:01 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:24:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=c;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:26:36 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:29:26 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:30:04 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:31:57 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:26:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:41:14 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:49:34 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:50:10 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:52:55 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 10:26:48 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;6.4KViews1like21CommentsAnyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending
Extremely frustrated and saddened at the treatment and lack of knowledge by some Cox employees. I called requesting to speak to the ACP dept. I have spoken to them in the past and the gentleman told me there were two specific people assigned to these accounts. I do not know why the agents act like they have no idea what I am talking about, its a secret & refuse to provide the number or transfer. When I then ask for "customer service" I find out later that they say "Oh well I am tech support, not customer service but.... " wait what? So not only you cant help me but you lied. I was transferred 4 times- all agents tried to tell me I was not going to get a better deal. **I want to downgrade my service. I can not afford it.** it is not about a better deal. Not sure what they do not understand. It is the whole reason I have the ACP. I only temporarily upgraded while the kids were all home for the holidays. Eventually, I get t to "loyalty & retention" because Im told if I can not afford the bill any longer at the 1G price maybe I should cancel & provide me the local stores address to return the equipment. Great way to treat a customer of over 10 years. Finally, I gave up and I did the downgrade myself online (more than half the speed) and now my bill is TRIPLE what it was. Seems dishonest and shady. Why cant I speak to the dept that handles ACP accts? They were so helpful. I should not be treated poorly or talked down to because I have a coupon. Can anyone please help?Solved2.5KViews1like40Comments
On a Roku, how do I stream Cox channels I pay for
I have Cox digital and a Roku. I have managed to get some of the Discovery and History channels to stream on my Roku..Not live tv.. Yet other channels will not stream. Such as Boomerang cartoon channel, CBS live, ABC live, etc., that I pay for, through Cox. How do I get these channels to link to my Roku through my Cox account without having to pay additional fees for the channel? Is there a way to stream ALL Cox channels on the Roku? Is there a Cox Contour app for Roku? Thanks in advance for any, useful, help.32KViews0likes4Comments
Leaning pole on condo property
Hello, Our property is at 1320 E Bethany Home Rd. Phoenix 85014 (Bethany Villa Condos) and there is a Cox utility pole on the west end along Bethany. It has a pretty severe lean as it is next to a large palm pushing it over. The post number is PS85381. We want Cox to come out to take a look to see if the pole needs to be moved to a better spot further away from the palm tree. Who do we contact about that? I tried chatting with customer support, but they wanted my personal information, saying it had to be tied to an account. (Ridiculous lol). The leaning pole does not affect our connectivity. It needs to be assessed for safety since it leans over a busy street.158Views0likes2CommentsInternet outage multiple days without any support
Not sure how or why a company would be out of service for over 4 days and no one has a response other than planned upgrades in the area. How do we get status updates other than form responses of planned upgrades are taking place, since I get this daily now for 4 days without resolution.227Views0likes1Comment
Internet outages all the time in 74146
I'm trying to find out if they even offer a reason for the outages anymore because Cox is the only company I can get at my apartment and 90% of the time I can't even use it and they won't tell me why. I'm about to just cancel it and get a better phone plan with a big Hotspot because at least then I'd be able to use it and not pay 200$ a month for nothing. I just want to know if this will ever stop. It's literally every other day it goes down for almost the entire day and they're a monopoly in my area so I can't get AT&T or anything else. This is ridiculous. I want answers. (Tulsa, OK zip code 74146)317Views0likes2Comments
Constant disconnect every 10 minutes or so
I'm having a lot of issues with my COX internet lfor the past few days. Every 10 minutes or so connection drops and comes back after a couple of minutes. I've tried restarting the modem, disconnecting it completely from power and router for a few minutes, everything "Oliver" tells me to do, and nothing solves. Affects both wired and wireless connections. I have a Motorola MB8611 Docsis 3.1 router that I got a couple of months ago.2.6KViews0likes22CommentsArris SB8200 Dropping Out on Large Upload - Firmware Issue or How to Diagnose?
I have an issue where when doing larger upload (presenting my screen and cam video) that within 10-20 minutes I'll lose my entire internet connection. It only seems to happen on those type of upload situations and haven't had the issue happen when doing large downloads. I updated my router firmware but also wanted to figure out how to diagnose if it's perhaps an issue with my modem or Cox service provider. I have accessed the ARRIS modem page and see Hardware version of 6 and Software version of AB01.02.053.05_051921_193.0A.NSH. But I have no idea if that's good or bad. That date may be May of 2021? Reading online it seems that I should not be updating firmware, rather Cox should. But Cox online tech support was bad, I mean really bad, they had no idea what I was asking about what version they are pushing to my modem (she was trying to sell me a different modem). I'd like to understand what I can look for in event log in modem to determine if this is a modem issue or what. And if anyone knows the right questions to ask or number to call for lower level tech support from Cox who can answer these types of questions.841Views0likes8Comments
Internet outage multiple days without any support
Not sure how or why a company would be out of service for over 4 days and no one has a response other than planned upgrades in the area. How do we get status updates other than form responses of planned upgrades are taking place, since I get this daily now for 4 days without resolution.Internet outages all the time in 74146
I'm trying to find out if they even offer a reason for the outages anymore because Cox is the only company I can get at my apartment and 90% of the time I can't even use it and they won't tell me why. I'm about to just cancel it and get a better phone plan with a big Hotspot because at least then I'd be able to use it and not pay 200$ a month for nothing. I just want to know if this will ever stop. It's literally every other day it goes down for almost the entire day and they're a monopoly in my area so I can't get AT&T or anything else. This is ridiculous. I want answers. (Tulsa, OK zip code 74146)