not being able to access cox wifi app or browser
I have been trying to access the cox wifi app or wifi.cox.com through the browser. I want to do this so I can access my wifi settings, Including port forwarding. This is what I get when I attempt to access the website. - Please Give Us a Call Sorry, there is a bit more we need to do to get you up and running with Panoramic Wifi. Call us at 1-800-234-3993, and we will get you squared away. To be clear, I AM able to enter my CORRECT username and password after I enter it displays this message. When I attempt to log into my account on the main cox.com website and the cox app everything works fine. I have been having this problem since I moved in last July and every time I call it's either "the website is down for support" or some other excuse. Only about two weeks ago was I told that this issue has been reported by others and it would be looked into.... two weeks ago after many months. I am tired of having to reexplain my issue with customer service which is why I'm making this post. Also worth noting is that when I look at "My account" and "manage wifi" on the main cox website it shows this - It looks like you are using a modem that is not compatible with Panoramic Wifi. Panoramic Wifi is available to customers who rent an eligible gateway. Upgrade Now. But I definitely have the router that supports cox panoramic wifi because it's the same that I had before I moved here. Technicolor CGM4141 is what I have now and had before. wifi.cox.com and the cox wifi app worked prior to my move. It might be worth noting that there were issues because I had canceled my last account during my move and I don't entirely understand how it was resolved, I think maybe I have a new account number now. But I have wondered if that could be a contributing factor to these issues.
Family member constantly under bombardment by spoof and fake emails from cox
So my uncle is having a terrible time with the whole transition to the webmail and getting slammed with the fake warning messages. Some most convincing. TL:DR version He fell for the bait, but cox support got things back in order. PHEW! Good job guys and gals! Now the problem persists with him STILL being bombarded. Now he gets some random messages saying he needs to click a link to update his webmail version. I'm digging around and all I can find is this noise: https://www.cox.com/residential/support/notice-to-cox-email-users-to-link-accounts.html This is something that should be something that should be mailed to the account holder; Not emailed. What the hat is this nonsense? Is he going to actually loose his email or something? I've got like 8 family members with cox, and only ONE of us is getting this message. Could someone please shed some light on this? I am in attempts to collect one of these emails he's getting in order to identify legitimacy as it starts off "Dear Customer" and generally its quite personalized.
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 with everyone 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.
Cox available in my zip code, but not at my address. Can lines be ran or can I pay for lines to ran?
Moving from the city to our new home in a more rural setting of KS. Cox is available in my zip code in a town a few minutes away, but not to the street address of my new home. Is it possible to have lines ran to my address? I had filled out a form recently that was to check if this was a possibility but have not heard back. (was about 10-15 business days ago). Even if running the lines came with a cost I would be willing to discuss. Would just need to know who to contact. Thanks,
Dishonest service
Has anyone been lied to about their service? I had switched to ATT and was going to cancel Cox. When I called to do so, I was offered a deal (gigablast and unlimited data for $90 per month) to retain my loyalty. The data was very important to me as we are home schooling and I work from home due to my wife going through chemo and the risks of Covid to her. I accepted. Fast forward one month and I am getting hit with data overage charges. I called to have the issue corrected (mistakes happen, I understand) but was told that they would not honor what I was originally told. I asked if they could listen to the original conversation and hear that I was promised the unlimited data as well. They said they are not able to listen and that only the quality department was. I asked to be transferred there and they said that I am not allowed to talk with that department. Convenient. They promised me one thing, I cancelled my previous service based on that promise, then they did not deliver. When I offer an option to prove what I was promised, they were unwilling to cooperate. What good is a quality department if they have no idea if the representative is lying or not and are unwilling to investigate to do so? I am hoping a representative reads this and is able to help me out as no one on the phone seems to care. I only want what I was promised......Disconnects Every 5m - 85615
https://drive.google.com/file/d/1W2-Yp__l8aZQr8X-OmnyaKSc_RN_33hl/view?usp=sharing Please see attached Connection Log. Something is wrong with my provisioning, or something with the way my modem is being programmed. I have traded out my modem THREE times. I have had Cox out to the house At least 3 times. I have spoken to an engineer. There is nothing wrong with the connection lines, there is nothing wrong with the modem. However, something is causing my modem to drop every 5 minutes, on the 1 and on the 6. It has been doing this for SIX WEEKS. If I have a computer plugged directly into the modem the network card had to reconnect to the modem as the connection completely drops every 5m. This is the THIRD Modem that does this. If I had any other options for High Speed Internet, I would be canceling my Internet and going with them. However, all the other options *** even more than Cox does. so I am stuck with a limp COX internet connection, in need to Internet Viagra. I have yet another tech coming out tomorrow, but all they are going to do is look at the lines, determine it's not a line problem, and then close the ticket. AGAIN. What does it take to get someone who has ownership of a problem and will see it through to the end?