coxsupport

114 Topics

Intermittent internet quality and upstream issues
Hello, I am trying this venue as a last resort to getting a substantial answer to my Cox Internet service challenges. Cox Internet Premiere (grandfathered) 150Mbps\10Mbps Intermittently, internet quality drops from well above 150 Mbps/ 10Mbps to something far less. The primary issue I have is the diminished upstream and huge packet loss that occurs each time. At worst, the upstream drops to 0.9 Mbps and I get packet loss in the 10-30% range. Of course this happens most often after business hours, though not at regular times/days through the week, and never when the techs have shown up. For almost two years I experienced exceptional internet service. Beginning February 14th,the intermittent issues began to occur. Over time I have narrowed the issue down to a degradation of service from/through the Cox. I replaced the modem 3 times, including one of the new Cox Panoramic modems from a Cox store. I simplified my home network to one PC (ethernet), one game console (ethernet), one laptop (wireless), and one cell phone (wireless). Wired devices are plugged straight into the modem/router. Arris SBG7580-AC with latest firmware. 3 tech visits, with the last one checking all the way out to the pole. There iscurrently an escalated support ticket that has been unassigned for over two weeks. I've been told by 4 different Tier 2 folks that they escalated the ticket and that I would hear back from someone within 24-72 hours. I am currently in the 4th iteration of that... no one has contacted me back yet. I have spent at least 40+ hours of my time trying to troubleshoot and work with Cox support to resolve this. Oh, and I have worked for 20+ years managing small business networks, so I'm not one of those 'techs that are not worth their salt' as one T2 tried to insinuate to me. What is going on? Is this situation being addressed? Is there anything I can do to help resolve this?
Solved
rripps
7 years ago Place Internet
27KViews
0likes
7Comments
High Ping and Packet Loss in Gaming
In games such as CSGO, Rainbow Six Siege, Fortnite, and PUBG, I have really high ping and packetloss. Sometimes the ping is great and the packet loss is bad, but other times the ping is horrible and so is packet loss. Sometimes my ping ranges from 10ms - 70ms. Othertimes it ranges from 60ms - 300ms. Packetloss sometimes ranges from 0% - 10%, but other times it ranges from 10% - 100%. Sometimes I can't even watch videos in 720p. I contacted the ISP once and they sent a technician out, but he said that nothing could be fixed. They swapped out for another modem and nothing. He said it can't be fixed, however I don't believe that because we shouldn't be having poor internet like this.
8bitgamer
7 years ago Place Internet
11KViews
1like
1Comment
How to reset gateway password
I recently upgraded my Cox router and have forgotten the password I changed it to from the default "password" when I set it up. I've looked through the Cox Support articles and have searched everywhere but somehow no one, in the last 20 years, has forgotten it. I'd rather take a bullet than have to chat with a representative so, please, if anyone knows how to do this and can tell me I will be forever grateful.
nimedic
3 years ago Place Internet
11KViews
0likes
2Comments
Cox Email Discontinuation
I visited a Cox retail store in Metairie, LA within the last week for some account maintenance. During the visit the Cox rep informed me that in the near future, i.e., sometime in February 2022, that Cox will be discontinuing email service to all existing cox.net addresses. She said there have been multiple notices of the impending shut down. This same information was reiterated by a different rep on a subsequent visit. In reviewing my cox email accounts I have found no notice of a looming shutdown and can't find any notice on the Cox website. I am aware that new accounts cannot be created but can find nothing indicating that existing accounts will be terminated in the near future. Has anyone else heard anything regarding the discontinuation of existing Cox email accounts? If so, can you point me to additional information? Thanks.
Steve_S1
3 years ago Place Internet
8.9KViews
0likes
1Comment
Changing downstream frequency
Hi. I have a Zoom 5354 modem/router and I would like to change the downstream frequency in an attempt to get better performance and fewer disconnections. I thought it was as easy as entering the frequency and clicking the TUNE buttonon the Status/Connection page, but that is not the case. Is it becauseChannel 1 is "locked"? How would I unlock it? Thanks in advance! J Startup Procedure Procedure Status Comment Acquire Downstream Channel 729000000 Hz Locked Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 177 729000000 Hz 0.5 dBmV 43.2 dB 0 0 2 Locked QAM256 178 735000000 Hz 2.7 dBmV 43.9 dB 0 0 3 Locked QAM256 179 741000000 Hz 1.9 dBmV 43.1 dB 0 0 4 Locked QAM256 180 747000000 Hz -0.3 dBmV 43.0 dB 0 0 5 Locked QAM256 181 753000000 Hz 3.3 dBmV 43.2 dB 0 0 6 Locked QAM256 182 759000000 Hz 4.2 dBmV 43.9 dB 0 0 7 Locked QAM256 183 765000000 Hz 2.3 dBmV 43.3 dB 0 0 8 Locked QAM256 184 771000000 Hz 4.2 dBmV 43.8 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 2 5120 Ksym/sec 32300000 Hz 57.0 dBmV 2 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV Downstream Frequency Select TUNE
KnollhavenJames
6 years ago Place Internet
8.5KViews
0likes
1Comment
What's Cox's plan for customers traveling outside the U.S.?
In a marathon chat session last night I learned that by default Cox blocks email IMAP access from customers outside the U.S. Much of my time was wasted dealing with a Tier 1 tech who also had no clue that Cox does this. The Tier 2 tech explained this by saying Tier 1 techs are not trained to know this. So I'm wondering. If not even Cox's Tier 1 techs don't know this deep secret, how does Cox expect customers to learn about it? In particular, suppose a customer (a) relies heavily on Cox email and (b) also needs the features of a serious email client (features like tight integration among email accounts from multiple email providers, programmable filters, or open API's allowing tight integration with other software such as calendars, task managers, and contact synchronization)? How are customers supposed to know their email app won't work overseas unless Cox whitelists overseas access for the account? In my case, the way I learned was wasting 2 hours chatting with a Cox Tier 1 Tech who was totally ignorant of this and too ignorant to know he was ignorant, so he tried all sorts of things that ultimately made the situation worse before he finally passed off to a Tier 2, who explained the problem. Is this how Cox intends for us to learn about it? P.S. The Tier 1 changed my password without my permission. Now, even using the new password he gave me, nothing about Cox email seems to work properly.
Darius
7 years ago Place Internet
7.4KViews
0likes
7Comments
Horrible Intermittent Lag Spikes when online gaming
For the past 3-4 weeks I have been experiencing horrible lag spikes when gaming, browsing internet or even streaming Twitch.tv I have called Cox over 15 times, spoke to higher-ups, had 4 technicians come by, upgraded my modem+router+power unit + coaxial splitter and so much more to no avail. This has become horrendous to the point of potentially considering switch ISPs. Does anyone have any information on a potential fix coming? From everyone I spoke to at Cox over the phone, there seems to be no ETA on a fix. Apparently a node in my area is over-saturated and causing 80% packet loss... WHICH IS CRAZY BAD!!! Note: I am in Southern Orange County, California.
Nooch
5 years ago Place Internet
7.2KViews
0likes
5Comments
Worst experiences ever
Over the last couple days I've spoken to agents online and on the phone, both were completely incompetent. I explained that I pay for gigablast but am only getting 110-140mbps and have already factory reset the modem, refreshed the signal, unplugged it, all the basics as I am in IT myself and more technical than most Cox agents I've ever interacted with. They then wanted to reset it again and still no improvement. They proceeded to schedule a tech visit which turned out to be 3 techs from a subcontracted company I've never heard of and after 2 hours, a new modem, changing my wifi password, and unplugging my Ethernet switcher had only managed to decrease my speeds further. They tried claiming that cox has never pushed 1000down and basically called me a liar when I mentioned I had when it was first installed. I finally showed them speedtest screenshots and all they did was start blaming my computer, ethernet cable, modem's placement, anything they could think of. My computer is a top of the line beast by the way so that was out of the question. They finally left with no clear answer or explanation so since then I've tried calling in for the last 2 hours and either get transferred, hung up on, or they lie and say they can't hear me. When I do get someone who actually talks, all they do is read from a script and ignore anything I say. I say the modem is brand new and the techs just left yet they want to start the whole rigmarole of resetting and refreshing the signal. I tell them the light is steady white and am immediately asked to let them know when the lights stop flashing...I tell them techs were just here and replaced the modem and the reply is "I'll send a tech out but if it's due to damage you caused the modem you will pay $75" Each agent (5+) I've spoken to would not discuss any credits to my bill or reimbursement for receiving a fraction of the speed I pay for. Finally I ask for a manager and am transferred to be greeted by a machine saying you're closed. This has by far been the worst customer experience I've ever encountered.
jphelps23
6 years ago Place Internet
6.8KViews
3likes
13Comments
recentpacket loss issues every evening
I've noticed a service degradation over the last couple of nights. It is really noticeable when online gaming. After running continuous pings to cox.com and google.com, there seems to be a pretty consistant intermitent packet loss problem. Running a few tracerts to cox.com reveals the following... C:\Users\skyle>tracert cox.com Tracing route to cox.com [45.60.45.167] over a maximum of 30 hops: 1 3 ms 1 ms 1 ms 192.168.0.1 2 9 ms 8 ms 8 ms 10.36.112.1 3 8 ms 11 ms 9 ms 100.127.73.156 4 30 ms 9 ms 18 ms 100.120.100.6 5 * * 14 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * * * Request timed out. 7 20 ms 23 ms 22 ms 4.7.26.34 8 24 ms 22 ms 54 ms 45.60.45.167 Trace complete. C:\Users\skyle>tracert cox.com Tracing route to cox.com [45.60.45.167] over a maximum of 30 hops: 1 8 ms 3 ms 1 ms 192.168.0.1 2 8 ms 9 ms 7 ms 10.36.112.1 3 11 ms 12 ms 14 ms 100.127.73.156 4 89 ms 40 ms 29 ms 100.120.100.6 5 10 ms 11 ms 11 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * * * Request timed out. 7 19 ms 19 ms 21 ms 4.7.26.34 8 21 ms 24 ms 22 ms 45.60.45.167 Trace complete. C:\Users\skyle>tracert cox.com Tracing route to cox.com [45.60.45.167] over a maximum of 30 hops: 1 5 ms 5 ms 1 ms 192.168.0.1 2 12 ms 13 ms 16 ms 10.36.112.1 3 17 ms 14 ms 29 ms 100.127.73.156 4 12 ms 12 ms 9 ms 100.120.100.6 5 8 ms 9 ms 11 ms lag-103.bear2.Phoenix1.Level3.net [4.14.52.225] 6 * 20 ms 19 ms ae-1-3512.ear4.LosAngeles1.Level3.net [4.69.211.210] 7 119 ms 42 ms 21 ms 4.7.26.34 8 25 ms 55 ms 26 ms 45.60.45.167 and one to google.com C:\Users\skyle>tracert google.com Tracing route to google.com [172.217.11.174] over a maximum of 30 hops: 1 3 ms 1 ms 1 ms 192.168.0.1 2 7 ms 10 ms 22 ms 10.36.112.1 3 10 ms 12 ms 12 ms 100.127.73.156 4 11 ms 11 ms 9 ms 100.120.100.6 5 38 ms 22 ms 24 ms 68.1.4.252 6 * 54 ms * 72.215.224.173 7 * * * Request timed out. 8 90 ms 104 ms 63 ms 72.14.239.120 9 51 ms 47 ms 155 ms 108.170.247.244 10 486 ms 56 ms 136 ms 108.170.230.121 11 38 ms 48 ms 50 ms 108.170.230.126 12 36 ms 32 ms 21 ms 108.170.247.161 13 37 ms 37 ms 36 ms 108.170.225.69 14 37 ms 35 ms 37 ms lax28s15-in-f14.1e100.net [172.217.11.174] Trace complete. I understand that this is the internet and a lot of people are responsible for keeping it up and working, I would just appreciate my service being restored to an enjoyable experience.
skyler
7 years ago Place Internet
6.5KViews
0likes
8Comments
My emails are all being marked as spam and so are everyone on my account. For 6 months I have been forwarding every single one to thisisnotspam@cox.net. When will this be fixed?!
My emails are all being marked as spam and so are everyone on my account. For 6 months I have been forwarding every single one to thisisnotspam@cox.net, hundreds of them. When will this be fixed?! I keep opening a ticket and it keeps getting closed. My board members and other important contacts are not receiving my emails. I've turned off all my own spam filters incoming for the same reason: legitimate emails, even those that fall under my own account, are being marked as spam. When will there be a real resolution to this? I amseriously looking into changing providers for all my services currently provided by Cox because of the hours of time wasted and the lack of resolution.
LauraBee
7 years ago Place Internet
6.4KViews
0likes
9Comments