Recent Discussions
BEWARE of Cox swindling more money out of you.
My credit card was canceled due to fraud. I quickly switched numbers on my account and my bill was paid with the correct card on time. It was not late. I was charged a $30 returned payment fee. This is nonsense. There is no returned payment fee incurred from the financial institution when a credit card is canceled or expired. This charge on my account is ridiculous. Of course if you try to talk with customer service and its not about how you want to add products or spend more money with them the call wait time is ridiculous and the live chat online conveniently doesn't work/is buggy. Such an awful company with retched customer service. My building has free wifi and its sketchy but worth cancelling my account. Good riddance.
Constant outages
What is going on with the massive insatiability? The last month each day is a dice roll to see if I get working internet, half working internet, or no internet. Cox is really undermining the "I pay for internet, use internet to make money, pay them for more internet" arrangement. Sooner or later the situation will be insolvent. And the constant "updates" which are just lies at this point, every couple of hours its gonna be a couple more hours.
Anyone have ACP dept phone # --Representatives should be educated better about ACP and not be condescending
Extremely frustratedand saddened at the treatment and lack of knowledgeby 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 notgoing to get a better deal. **I want to downgrade my service. I can notafford it.** it isnot about a better deal. Not sure what they do notunderstand.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 tto "loyalty & retention" because Im told if I can notafford the bill any longer at the 1G price maybe I should cancel & provideme the local storesaddress 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?
3 Months of Multiple Daily Instances of Modem Self-Restarting
I am at a loss here. For the past 2-3 months, I've been having issues with my Panoramic Wifi modem issued by Cox, model CGM4331COM. At least 2-3 times per day, it will restart itself. This has been an everyday occurrence since the issue started. Starts off with losing internet connection to all devices, then the modem will blink yellow, then blink green, then back to solid white. It only takes about 5 minutes to come back online, but the constant daily interruption has become very irritating. Tonight it did something new, which prompted me to create this post; we lost connection and the light turned solid red until I unplugged the power and plugged it back in. We've had at least 5 techs come out to inspect outdoor lines, indoor lines, connection strength, ingress, the works. In the order in which steps have been taken to resolve the issue: A filter was installed on the outdoor connection. We had a pretty badly squirrel-chewed line that was replaced at the pole. There was an outdoor connection leading into our attic that was totally corroded that was replaced. The last tech that came mentioned that he removed a splitter in our attic so that we are directly wired from modem to pole now. In between all of this, we have been advised to replace the modem, and we did (twice). I have tried the online and telephone help options several times. A couple of times, it has restarted itself while I was on the phone or chat with the agent, and their only advice was to restart it? We have had the modem plugged into both a surge protector and directly into an outlet, and it still restarts itself periodically. We have tried plugging it into a different outlet with the same results. It has restarted itself whether it is physically connected to any devices via ethernet or not. All connections are tight and secure. I am not sure how to insert data into a table on here and make it legible, but I will occasionally look at the connection status screen under CM Error Codewords. Unerrored Codewords usually sit in the 50-100 million range. Correctable Codewords sit in the ~100k+ range. Uncorrectable Codewords will sit in the high 10-20k range. If need be, I can try to get better data from that section. Before this gets to be a novel, I'll leave it at this. I believe I have covered most of what has been attempted during the long troubleshooting process, but the last agent I spoke to on the phone happened to mention that none of the previous techs have been documenting their findings, so everyone that helps me at this point will just have to trust that we have tried seemingly everything with no results.
T3 Timeouts - Followup
Posting here because I wanted to follow up on my post from a couple months ago - T3 Timeouts. Wanted to update the community on my experience and what I had to do to get the issue resolved. My issue was that I was seeing intermittent (but crippling) packet loss on a daily basis. Going through normal Cox support channels, I had at least 6 different techs comeout to work on the problem. Some couldn't see the problem (if the packet loss wasn't happening when they were testing, most techs would just leave and charge us a fee for the visit without doing anything) and some would just change lines without doing any testing and call the problem fixed. Eventually, a tech came out and saw the problem. He created an ESR ticket to deal with the issue and gave me the ticket number to keep tabs on the problem. That's where the previous post ended. About a week later, I checked in with Cox support about the ticket. The ticket had been closed and some work apparently had been done in my neighborhood, but I wasn't seeing any improvement. I had two more techs come out to the house, neither of whom were able to identify and fix the issue. I was very hopeful when the original ESR ticket was created, but after it was closed I was basically starting back at square one to get Cox to acknowledge and fix the problem. At this point, I decided it was time to file an informal complaint with the FCC. I was contacted by Cox in I believe less than 24 hours after I filed the informal complaint. I was connected with the executive escalations team, and a tech was out the next day. There were at least 5 more tech visits after this one, but at least now there was a ticket being kept open until the issue was fixed and I wasn't starting from scratch each visit. Eventually, I was given the plant supervisor's cell number to text whenever I was seeing the packet loss so he could send someone out to check the neighborhood for interference. I was seeing multiple bucket trucks in my area over the past week and a half - from my conversations with the techs, I was told that there were a lot of locations near me where they identified some interference/ingress and had fixed the problem. Unfortunately for me, these fixes still weren't resolving my packet loss issue (hopefully the nail salon down the street is enjoying a very stable connection now). Last Friday, the escalations team let me know that the issueshould finally be resolved. Despite that, the issue became so severe over the weekend thatmy modem would completely disconnect from the internet multiple times and all of my real time applications became essentially unusable. This morning, I texted the plant supervisor letting him know that my issue was getting worse. I think they may have already had some indication that there was an issue, because there was someone out checking the pole in front of my house in less than 5 minutes of the text. Shortly after, the plant supervisor responded saying they'd identified interference on some of the lines, and that the tech had resolved it. For the first time in several months, Iam seeing 0% packet lossconsistently and my jitteris finally looking stable. I am cautiously optimistic that my problem has been dealt with. Beyond getting extremely lucky, I don't know how this would've been fixed without filing an informal FCC complaint. Even with the help of the higher tier support, it was difficult to track down and fix the problem. It blows my mind a little that the problem seems to have been right out in front of my house at the pole and yet they were combing the entire neighborhood for the issue, but I realize tracking down ingress is sort of like finding a needle in a haystack. It was also illuminating to speak to the techs and hear about how pitiful the state of their infrastructure is at the moment. I live in the Gulf South, and there are apparentlyinnumerableproblems from hurricane damage that Cox has not been able to address for years. So to sum it up, there's no way I would've reached a resolution without filing an informal FCC complaint. At least in my area, there are tons of problems that the company is very sluggishly dealing with. Had I not made some noise, it could've been years before they fixed it (assuming they'd ever fix it at all). The plant supervisor basically said they've been seeing the intermittent packet loss for long time, but since no one was complaining about it, they weren't committing resources to fixing it. Hopefully,it's resolved for good and I can finally stop stressing about it.
Cox internet connection dropping consistently for the past few weeks
For the past few weeks since about mid July 2023, I've been getting dropped connections with my Cox internet (Gigablast 1000/35). I have a Motorola MB8611 Modem. I've read on Reddit that this modem has some bad firmware issues with other ISP's like Verizon XFinity, Comcast and Spectrum. my firmware on my MB8611 is: 8611-19.2.18 Here's my connection readout from the modem currently: Downstream Bonded Channels Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 21 903.0 13.5 34.3 63568059 63686436 2 Locked QAM256 1 783.0 15.8 37.1 57006963 82479391 3 Locked QAM256 2 789.0 15.6 25.6 59484388 90351874 4 Locked QAM256 3 795.0 15.5 35.0 70007424 131215075 5 Locked QAM256 4 801.0 15.9 33.2 69447058 170415738 6 Locked QAM256 5 807.0 15.4 29.0 73268394 167643519 7 Locked QAM256 6 813.0 15.1 29.5 80697322 196236563 8 Locked QAM256 7 819.0 15.3 38.0 76475029 188987292 9 Locked QAM256 8 825.0 15.1 27.6 78697692 197739769 10 Locked QAM256 9 831.0 15.3 27.0 70124865 189206657 11 Locked QAM256 10 837.0 15.5 37.5 65046211 148840756 12 Locked QAM256 11 843.0 14.8 29.9 76168827 191516262 13 Locked QAM256 12 849.0 13.5 36.4 82982527 208408779 14 Locked QAM256 13 855.0 13.1 32.6 83170367 203446266 15 Locked QAM256 14 861.0 12.8 33.7 76194117 190829882 16 Locked QAM256 15 867.0 12.0 30.4 79906743 189468417 17 Locked QAM256 16 873.0 11.5 36.4 105763908 245848926 18 Locked QAM256 17 879.0 11.7 28.8 86142491 201576364 19 Locked QAM256 18 885.0 12.0 35.3 79977188 176029101 20 Locked QAM256 19 891.0 11.5 30.2 74702643 143132606 21 Locked QAM256 20 897.0 12.3 32.8 73843867 90912105 22 Locked QAM256 22 909.0 14.2 37.5 58848659 54601544 23 Locked QAM256 23 915.0 14.7 34.5 57210607 46515683 24 Locked QAM256 24 921.0 14.9 32.3 52228510 39945613 25 Locked QAM256 25 927.0 13.6 37.8 43542521 15595497 26 Locked QAM256 26 933.0 12.7 37.2 121873291 131103453 27 Locked QAM256 27 939.0 11.6 29.3 131240897 179339479 28 Locked QAM256 28 945.0 10.9 29.4 132665363 274532822 29 Locked QAM256 29 951.0 9.7 31.0 134482030 262734463 30 Locked QAM256 30 957.0 8.7 30.5 140847215 272847223 31 Locked QAM256 31 963.0 8.6 28.4 154937215 365349411 32 Locked QAM256 32 969.0 9.1 27.5 136145106 300353912 33 Locked OFDM PLC 159 300.0 15.9 35.1 -1831194459 46499114 Upstream Bonded Channels Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked SC-QAM 1 5120 17.7 48.3 2 Locked SC-QAM 2 5120 24.1 48.3 3 Locked SC-QAM 3 5120 30.5 48.8 4 Locked SC-QAM 4 5120 36.9 48.8 5 Locked SC-QAM 6 2560 12.9 49.5 I know the SNR and Pwr downstream is high, and the uncorrectables are ridiculously high too. I checked with some other people about these readings. Event Log Time Priority Description 03:36:59 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:05 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:37:11 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:14 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 28 30 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:18 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:37:33 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:36 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:37 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:47 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:37:55 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:37:59 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:38:55 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:38:59 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:39:13 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:39:15 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 3 5 6 11 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:39:25 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:39:34 Fri Aug 18 2023 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:39:53 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:39:54 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM- 03:40:02 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:40:27 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:40:32 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:40:37 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:40:37 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:40:40 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1 03:40:48 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:40:58 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:41:01 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;C 03:41:09 Fri Aug 18 2023 Warning (5) MDD message timeout;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:41:10 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 14 15 17 18 19 20 28 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-VER=3.1; 03:41:11 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1;CM-V 03:41:18 Fri Aug 18 2023 Notice (6) CM-STATUS message sent. Event Type Code: 4; Chan ID: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 22 23 24 25 26 27 28 29 30 31 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=00:40:36:92:6d:77;CMTS-MAC=00:87:31:90:bb:20;CM-QOS=1.1; These Type 1 and 4 Codes are constant throughout the day or night, even after rebooting the modem and checking that the coax connections are snug from the wall plate to the modem. Back in June I had a Arris S33 v2 that would constantly reboot all the time, but the signal strength and Hz's levels were good, checked it on cloudflare's Data checker for a speedtest and everything was great, no packet loss, very low jitter and was getting the overprovisioned 1200Mpbs downstream when I direct connected it to my 2.5Gbps Ethernet nic on my PC. I had to ditch that S33 Modem though because of constant rebooting it was doing. The questions I see alot is to check if a splitter is giving noise at the line coming into my home, but like I say just a month or more ago I wasn't having these problems. Are there any Cox's tech's here that can help me figure out if this a modem software issue or is this a Cox external issue from the pole to my home. It's really driving me crazy. Also is any of this due to the mid-split coming to Phoenix,AZ (where I live) I heard on dslreports.com that Cox is rolling out 100mpbs upstream to Gigablast customers. So yeah I have alot of questions and issues here, and I need some tech help to sort this out.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?SW Iowa.. weekly outages during business hours
We have had regular and extended area-wide outages all summer. At least weekly! They always occur during business hours and last several hours. Both my home and the company I work for have been put out. A $10 bil credit does not recompense the hundreds & thousands of dollars it costs to be without service. We can't answer phones, we can't work online. Employees are being paid to do almost nothing, clients cannot contact us in a timely fashion. It's getting ridiculous!
