ISP drops, No downstream, No Internet…. why, oh why dear COX do you lie?
How are we supposed to trust you when… - Multiple Cox Representatives, over the phone and via chat, fail to complete account verification - Chat support does not understand the issue as described - Technical support apparently doesn’t know to use their tools and resources - Technical support misdiagnoses the issue, blames the customer, and doesn’t know to look for outages - COX outage information is not accurately reported and does not reflect on outage website - Smart Help self-service troubleshooting also does not report outage information, including from inner notes - Representatives do not know how to check inner notes - Technical support only solutions are 1) Reboot, the problem is on the customer end 2) Replace the modem 3) Charge extra for in person Technician 4) Charge extra to speak with Advanced Technical Support - Technical Support Supervisors argue with the customer in a way that implies the customer is a liar, even with issue being on Cox end - Retention department solution conflicts witheveryone else, including Technical Support Supervisors ISSUE DETAILS: Home ISP went down around 7pm PST last night, in middle of remote work shift. Spent about 6 hours troubleshooting. Couldn’t wait for tech to come last night so purchased new modem. New modem had SAME issue, with no downstream or ISP connection. Reverted setup back to OG and went to bed. Woke up today and everything magically worked. Home network logs show ISP WAN service resumed around 3:30am PST today. Technical support kept saying the issue was with my router and my modem was old (they are still selling same model on shelves btw, it's great! TY Netgear!), even when I had NO router connected, was NOT using Wi-Fi, and was directly ethernet modem connection. All cable connections, including splitter in attic, are solid with no lose or bad anything. No amount of rebooting, restarting, or resetting would fix. Logs indicated packet loss on ISP end and issue was with 2 separate modems (1 was brand new). Oddly during this, both modems did initially connect for 5-10 mins after 1 st reboot and then stopped working. Multiple agents wanted to charge me for having a technician come to home or charge to speak with “advanced support”. Called today to find out what the issue was, what changed, or what triggered the solution so could prevent a next time. Tech agent didn’t understand issue and wanted to troubleshoot an issue I wasn’t having any longer, which was nonsensical. The agent also wanted to charge me for advanced support or to send technician out, which again was nonsensical when I was no longer having an issue. The agent’s supervisor did not listen to issue and kept saying it was an issue with my router or modem. I spoke with retention, who advised me there WAS an outage last night that ended this morning. Those outage details were apparently missed by every other chat and over the phone agents? Really, really ODD. Makes me wonder if retention was blowing smoke or if their Technical Support and Chat groups are really that inadequate. From my experiences, I sadly believe the latter. Work also checks on outages and saw nada. Can’t prove to employer that COX had another outage! At least retention did help with future tech support needs with the Cox Cares support thingy. I appreciate COX not charging me for doing their jobs and supporting their own services...mostly. EFFORTS LOSS: ½ work shift, 6 hours total time last night, 2 hours today, and $300-ish on new modem which needs returning. EFFORTS GAIN: Learned most folks don’t need to pay for the unlimited plans if you keep your data under 1280 gigs a month. Check your data use history and save yourself $50 bucks a month off plan bloat! RESULT: 12/2-12/3 ISP drops – it was them not us! PS. Make sure if you talk to anyone at COX they verify your account. Lots of agents like to skip that step, give account info out, and make changes without it.
Federal Assistance program approved and I still don't know what Cox is doing with my account
I'm approved for lifeline and truconnet and other types of assistance because I'm disabled I spoke the Cox and they don't say nothing I got everything from the federal government confirmation numbers and whatever else that show was that I'm approved and every time I try to talk to pop you'll find out when you see your bill go down and it's been monthsAll that speed means nothing when you can't use the internet.
Coxinternet is down more than it's up in my area (San Juan Capistrano). Cox does not have the bandwidth to handle all the residents in this area. I'm paying for 1 Gig, but I can't watch a 30-minute TV show (Youtube TV) without it pausing for 10 minutes (every 20 minutes). We have huge packet loss when gaming. Internet goes on/off while we are working. It's worse after 9pm. Speed Tests - LOL! All that speed means nothing when you can't use the internet. Can we please get an estimated date when Cox will expand their network at (Del Obispo / Windjammer)? I'm new to the area. Are we hostage or do we have any other choices, beside Cox? I would like a solution plus a partial refund/discount for constant disruptive service. I better post before my internet goes off again.
Weekly (if not more) service outages in AZ
I've always hated cox, but now forced to use it in our new residential area. Why is there always a service outage at least once a week that causes our internet to go down? Without fail, there's an outage for a few hours 1-2 times a week. If it's a planned outage, why not do it in the middle of the night when most people are sleeping, and not during the day when we have work?Why am I paying for a service that gives me no service 1-2 days/week?You'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:)Going on 7 days of Internet Outage
We've been without internet now for 7 days because of an outage and Cox will not provide any indication whatsoever on when service will be restored. Everyday, same message on the page and text:" Our technicians continue to work to resolve the problem in your neighborhood. Currently there is no estimated time for when service will be restored." SEVEN DAYS! We are on a stay at home order from the Governor, so all my work and my children's classes are online. This is the worst experience ever! I've been working of the hot spot on my cell phone just to be able to work and now we've exhausted our data plan and have to pay and extra $300 this month in extra data charges from our wireless carrier. I've called support, done the interactive chat, called technical support, billing and anyone else that will answer or respond and nobody can give me an answer on when we will get our Internet service restored. Beyond frustrating. Does anyone here have a management contact at Cox that can escalate this to resolution? this is completely unacceptable.
