Recent Discussions
Is there anyway to use panoramic wifi pods when the two bands have different SSID?
There are many older wifi devices which can not find the right band unless the 2.4 and 5 are identified with different names. The current limitation of the wifi pods to have both bands on the same name makes them useless. Is there any way to get around this. Is there any chance that COX will remove this limitation? This is very frustrating when trying to configure my smart home. I have 55 connected devices between both bands in a large home and the single panoramic gateway has weak/dead spots. Thanks in advance for any help provided.
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.
Are Live Chat Support Actually Cox Employees?
I ask because I have a certain situation and I'm wondering what I should do. I spoke with Mark S. on 7/10/22 from approximately 6:30pm to 7:30pm via the Live Chat option on my account page. I explained all the recent quality of service issues I've had lately as well as the numerous troubleshooting steps I've tried. Mark was very slow to respond and did not seem knowledgeable at all in the subject area. Not to mention many spelling/grammatical errors. After attempting to upsell me the complete care, stating "it require Advance tech" I notified him of what I suspect to be the issue, due to the many errors and intermittent connectivity with my modem. I requested he have a tech check the signal coming into the modem from the cabling. He agreed to make a service appointment. Before committing, I asked him to confirm that it would be free and he said yes it would be. He pasted into the chat text a confirmation of the appointment, that had the CBR Number 619456xxxx. In case they need to communicate with me, I informed him that number is not hooked up and to use my cell 619219xxxx instead. He said he would "make the correction on his end" I clicked the option to email the chat transcript at the end of the interaction, but I have not yet received an email summary. So I am guessing by this point that it isn't going to send. I took the survey at the end of the chat and answer dissatisfied on all questions and explained my reasons. Today I went to pay my bill, despite having numerous occasions of being unable to use my services as desired (I will try and get a credit for that later), and in my email was shocked to find the appointment suggesting a $75 fee... and also that the appointment is for TV repair. I do not have cable TV service, and it was confirmed to me that the tech's visit would be free of charge. Does the Live Chat agent even have the power to waive fees? Are they actual Cox employees? Or was he just dumping me off to be someone else's problem (at my own expense) since he did not have the expertise to troubleshoot the issue? Any suggestions on what to do? My appointment is this Friday.7+ years of summer internet issues and packet loss in Sahuarita/85629.
Question(s): Is there a way to request an inspection / audit / health check of the neighborhood infrastructure? Does having IP addresses help narrow down potential locations? Is there a way to better seal or enclose equipment? I never had these issues over 10 years in the PHX area... and it is an objectively harsher environment for electronic survivability. I'm happy to help be part of the solution for myself and my neighbors… just let me know what I can do. However, having a tech come out to my house and start this debug dance for the 7th year in a row is just going to waste everyone's valuable time yet again. History: Entering year 7 of having summer internet issues. Always at or around monsoon season. Every year I am told that it must be my equipment. Every year a tech gets sent out at least once. Usually multiple times. Every year it takes 30-60 days of back and forth to resolve. It has always been cox equipment somewhere in the neighborhood. I work from home, and find this extremely frustrating. Every year I start all over again like bad internet groundhog day… explaining the history, potential issues, and following the same path of a tech at my door measuring MER and BER. It has never been my equipment… marginal improvement in performance gains. If I had any other reasonable option for internet service at my house, I'd have exercised it years ago. Issue: Here we are again… I was hopeful that maybe things would be different this year. However, there was broad outage in the 85629 area on 06/22/22 from around 0900-1200 AZ. After which, outbound packet loss has been intermittent accompanied by low upload speeds. This morning, my upload speeds have been abysmal. 1Mbps up to around 5Mbps. My normal upload speed is consistently ~35Mbps. Along with that, I am seeing significant packet loss. Outbound packet loss has been anywhere from 3-30%. Inbound speeds are moderately lower than normal, and I am not seeing significant inbound packet loss. Troubleshooting: 1. I've rebooted the router and modem multiple times. 2. I'm using hardwired devices, and have swapped between multiple ethernet cables. CAT5e and CAT6 on the off chance it would do anything. (I knew it wouldn't) 3. I've gone through 2 different routers, flashed the firmware of both routers, and gone direct through the modem. 4. I've used multiple computers to ensure the behavior is not limited to a single computer. 5. Still seeing the same results. Pathping: Shows no packet loss between computer and router, or router and modem. In fact, the first problematic node is 10.97.200.1 … I'm guessing the neighborhood switch, or other infrastructure. Followed immediately by 100.127.78.150, and 100.120.100.40. Ping Plotter confirms pathping's results. My neighbor across the street (who I share a tap with) sees the same frequent issues. One of my other neighbors a few blocks over is unaffected. 0% packet loss, and I believe they were unaffected by the outage on 06/22/22. Boosting my outbound power by adding attenuators has historically shown some level of improvement. 8-12dB has been the sweet spot, but isn't making a difference right now. Hypothesis: I'm going take a wild guess, and say that either the Wednesday worksite was not buttoned up properly after work finished, or another area has significant water ingress after recent monsoon rains. As the day has progressed (and the area potentially dries out), upload speeds and packet loss have improved. Twice now, the summer monsoons have flooded repair sites that were not properly sealed up. Occasionally, packrats get into equipment, and cause havoc.
Account and EBB program
SINCE JULY I have had to have multiple days lost from.qork because you cannot connect with the correct people they the number or chat. I am accepted into the ebb program Cox removed it after 3 months and a disconnect several loud conversations with incompetent reps (which is cox fault they are not training their people) hangups . Blood pressure reaching troubling levels finally they fix it and put me back on...but NO just got a call about a disconnect again because THEY DO NOT KNOW HOW TO APPLY BWNWFIT WITHOUT TORTURING THE CUSTOMER... HAVE YOU HEARD THE WORD LAWSUIT...OH NOW IM ALL IN
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
Intermittent disconnects and packet loss
Hello, Issue: Issue 1: Every few minutes or so I get 1-3% packet loss. Sometimes it can go up to 20%, but this usually only happens 1-2 times a day. Issue 2: My internet will drop connection. There is no trigger for this. It happens any time. The odd thing is that when the internet drops, I can still hear my friends talking on discord. I cannot speak back to them, but I will be able to listen to their conversation while I wait for discord to drop me for disconnect issues. It's almost as if my packets being received are coming in fine, while the packets trying to leave are getting lost. When the internet goes out, all the Wi-Fi and ethernet connections disconnect as well. I know this because, my wife's ethernet connected computer disconnects, and the PlayStation on Wi-Fi disconnects. Also, my phone disconnects. None of the lights on the modem change. The internet usually comes back on 1-2 minutes later, but this happens frequently. Usually around every 30 minutes.If I run a tracert to google.com it says that the Destination host is unreachable. My setup: I have a Motorola Gigabyte modem with Docsys 3.0. That is connected to a UBNT Edgerouter X Router (Firmware is up to date), the router is connected to a TL-SG1210P switch, and the switch is connected to an access point for Wi-Fi and 2 computers. The Coaxial is directly connected from the tap to the modem. No splitting. The Coaxial cable has been completely replaced by a Cox technician, and tested for assurance. What has been done: I have had two different technicians come to my house and confirm that the node that feeds internet to the neighborhood is malfunctioning. The first technician setup a test that would check the node directly and report back any problems. She found tons of issues, and put in a work order to fix the node. The node was reported "serviced" in November. The packet loss issues started coming back, and with each day they worsen. The technician has since ghosted me, and will not respond to my recurring issues. The packet loss used to be consistent and around 15-50% loss. Since the node has been service, the issue has lessoned, but still persists. Before this, I had a DIFFERENT technician who didn't understand what packet loss was, but at least believed there was an issue because my upload speed was almost 0. He hooked up his monitor to my modem directly; the problem persisted. I kept trying to convince him that the problem lies with the node, but he didn't understand. I had him switch my modem out for a cox modem to prove to him that it wasn't my modem. The problem still persisted. We hooked my modem back up, and I took him outside to check the line feeding into the tap for my house. The problem persisted. We scoured through my neighborhood, and found the node that distributes internet to everyone, and hooked DIRECTLY into the node. The problem persisted. He called his superior, and the superior said he will have to send a specialist out to service the node, because there is something wrong with it. When the problems started to arise again in December, I tried to contact the technician who left me a work number, but they didn't respond. I tried calling Cox again, and they wanted to send out ANOTHER technician. I cancelled, because I've already been through this loop many times, and if the problem isn't occurring when they show up, then they will say that everything is fine.I am also afraid of getting another incompetent technician. I am willing to jump through some more hoops for technicians if they need more clarification on the issues. Let me know what you would like me to do. Thank you.
Frequent Packet Loss with no support
I've been having issues with Cox ever since moving across town. My packet loss and the variation of my ping is unreal. I've had a tech come out to look and we've ruled out the connections within the home are the issue. I purchased a brand new modem so that Cox would get off my case about it being my modem, and I am still experiencing the same problems. I have several tracerouts and log files of continuous pings to show the packet loss and latency variations. I see some as soon as the second and third hop. This issue is beginning to consume most of my day, and it's really frustrating. My speculation is that it's a oversaturated node issue, just hoping to get some answers and a resolution. If that doesn't work, I'm off to file an informal complaint, then formal, and so on until it's resolved.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:)
