Internet Has Been Out for Days, Yet Cox Tells Me I'm the Problem
I'd like to find out if anyone else has had an experience with Cox as terrible as my recent experience in Oklahoma City, OK: My home internet has been out for 3 or 4 days now. It started when our modem suddenly stopped getting any signal from Cox. The modem has power and has shown zero issues up to this point. I thought maybe it was that particular coaxial connection, so I tried hooking the modem up in other rooms around the house that that have a connection available. Same issue: modem powers on, but no connection to Cox. I then got on the Cox website to verify that my modems MAC and Serial Numbers were correct, as well as to try and reset my modem from my online account settings. Still no improvement. So, I decided tochat with a Cox support agent. The FIRST agent I talked to looked into all kinds of things and ended up telling me that I needed a new modem (which, of course they immediately started trying to sell me one of theirs). I said no thanks, went to the store, and bought a new modem. The new modem is the exact same brand and model (Netgear CM500) as the previous modem I'd been using for years with Cox, so I know for a fact it is compatible. I get home, I hookup the new modem, but still no connection to Cox. I try to activate the modem according to both the manufacturers instructions and the instructions on the Cox website, but I can't finish it myself because, of course, Cox can't establish a connection to the modem! So, I decide tochat with a Cox support agent AGAIN. The SECOND agent has me provide the MAC and Serial Number of the new modem so that they can activate it on my account for me. I provide them all of this information, and they tell me that they have activated the modem on their end, but that they still can't establish a connection to the new modem. Then, all of a sudden, the chat session ends before I can get anything else from them. Big help that was, Cox! Once again, I reach out to a Cox support agent. I tell the THIRD agent everything that's happened up to this point, about the sudden disconnection on my old modem, going out and buying a new modem, going through the headache of getting the new modem activated, and getting disconnected from the previous agent. This agent wants all the MAC and Serial Number information again so they can make sure the modem is activated. I provide all the information to them, they tell me the modem is activated "on their end", and that I need to reset the modem (unplug it, wait 10 seconds, plug back in). Then they tell me to "wait a while", I'm assuming so that Cox can try to connect to the modem. After about 10 or 15 minutes of waiting, and still no connection, this agent tells me that it's a problem with my modem. UM, EXCUSE ME? You mean, this brand new modem that the FIRST agent told me to go buy for absolutely no reason? Not likely. At this point I told the third agent that I'd like a technician to come out to my house and check the Cox lines outside because the only remaining possibility is that there's an issue with their equipment. The third agent then told me that they can't send a technician to my house because they're not allowed to touch equipment that's not provided by Cox (in reference to the modem). I tell them that's fine, because I'm not asking them to touch my modem, I want them to check up on their own equipment! The agent then goes back to insisting that the issue is with my brand new equipment. Well, of course it is, because Cox is just infallible, right?! At this point, I'm ready to drop Cox all together. I've never had such a poor customer service experience in my life. I worked in customer service for a number of years, and it never once occurred to me to tell a customer "it's not us, it's you" if I hadn't already exhausted every possibility on our end first. It's a shame too, because this is really the first issue I've ever had with Cox. At this point, the hot spot on my T-Mobile phone isproviding a more reliable connection for my home than Cox seems able to. In the meantime, I've talked with co-workers who live in nearby cities who've told me that their Cox service has been out for the exact same amount of time, with the exact same symptoms (modem suddenly receives no signal), who've been told the exact same thing by customer service agents (go buy a new modem), then been treated the exact same way after the recommendation doesn't work ("it's not us, it's you"). Is anyone else starting to see a pattern here?Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down
Called Cox for new internet options. Told me I was grandfathered in at 150. Quoted me 300 and Giga. Call ended. I had a Netgear 3.0 modem / router combo that worked fine. I buy a 3.0 modem and a mesh router to increase my WIFI area. I try to get it calibrated only to find out I have a work order for GigaBlast speeds and my 3.0 equipment is unusable. So as a patient person I go and swap my 3.0 for a 3.1 modem costing me more money. I call to get the 3.1 calibrated by Cox and it shows all green lights 3.0, no blue lights for Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down. Speeds are 250 down and 20 up and that is before and after a modem factory reset with ONLY my laptop plugged in. Tried with a desktop as well with the same result. - Called and asked was GiagBlast and Docsis 3.1 avilable in my area and told it was - Forced to GigaBlast without request and told I can't return to my original speed - Asked me to upgrade my equipment to take advantage of GigaBlast but when equipment is installed it I only get 3.0 and low speeds - Called from 10am to Midnight and text chat too. After dealing with 6 different people and a whole day wasted I still got nowhere - Best of all I was told no work could be done while there was an "outage" in my area. One that lasted from 2pm to 7pm, and then another that started at 12am forecast to end at 6am. Anybody else have these issues and if so how were they resolved??? - Do yourself a favor and DO NOT, I repeat DO NOT engage in the text chat option from your phone. A waste of time and resources!!!! Similar situations like mine so I know I am not alone when it comes to the level of customer service andtechnical support https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22627/gigablast-activation/86619#86619 https://forums.cox.com/forum_home/internet_forum/f/internet-forum/20283/issues-with-gigablast Standard Specification Compliant Docsis 3.1 Hardware Version 4 Software Version D31CM-PEREGRINE-1.1.1.0-GA-14-NOSH Connection The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem. Startup Procedure Procedure Status Comment Acquire Downstream Channel 957000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 30 Locked QAM256 957000000 Hz 2.6 dBmV 37.3 dB 103 482 1 Locked QAM256 783000000 Hz 1.3 dBmV 37.9 dB 0 0 2 Locked QAM256 789000000 Hz 1.3 dBmV 37.9 dB 0 0 3 Locked QAM256 795000000 Hz 1.4 dBmV 37.8 dB 0 0 4 Locked QAM256 801000000 Hz 1.3 dBmV 37.9 dB 0 0 9 Locked QAM256 831000000 Hz 1.2 dBmV 37.7 dB 0 0 10 Locked QAM256 837000000 Hz 1.6 dBmV 37.8 dB 0 0 11 Locked QAM256 843000000 Hz 1.6 dBmV 37.9 dB 0 0 12 Locked QAM256 849000000 Hz 1.7 dBmV 37.8 dB 0 0 17 Locked QAM256 879000000 Hz 1.9 dBmV 37.5 dB 0 0 18 Locked QAM256 885000000 Hz 1.7 dBmV 37.3 dB 0 0 19 Locked QAM256 891000000 Hz 1.8 dBmV 37.4 dB 0 0 20 Locked QAM256 897000000 Hz 1.7 dBmV 37.3 dB 0 0 21 Locked QAM256 903000000 Hz 1.5 dBmV 37.2 dB 0 0 22 Locked QAM256 909000000 Hz 1.6 dBmV 37.1 dB 0 0 25 Locked QAM256 927000000 Hz 2.3 dBmV 37.3 dB 0 0 26 Locked QAM256 933000000 Hz 2.7 dBmV 37.4 dB 0 0 27 Locked QAM256 939000000 Hz 2.9 dBmV 37.4 dB 0 0 28 Locked QAM256 945000000 Hz 2.8 dBmV 37.3 dB 0 0 29 Locked QAM256 951000000 Hz 2.8 dBmV 37.4 dB 0 0 33 Not Locked Unknown 357000000 Hz -46.1 dBmV 0.0 dB 0 0 34 Not Locked Unknown 363000000 Hz -45.9 dBmV 0.0 dB 0 0 35 Not Locked Unknown 369000000 Hz -45.9 dBmV 0.0 dB 0 0 36 Not Locked Unknown 375000000 Hz -45.8 dBmV 0.0 dB 0 0 37 Not Locked Unknown 381000000 Hz -45.7 dBmV 0.0 dB 0 0 38 Not Locked Unknown 387000000 Hz -45.5 dBmV 0.0 dB 0 0 41 Not Locked Unknown 405000000 Hz -45.8 dBmV 0.0 dB 0 0 42 Not Locked Unknown 411000000 Hz -46.0 dBmV 0.0 dB 0 0 43 Not Locked Unknown 417000000 Hz -46.5 dBmV 0.0 dB 0 0 44 Not Locked Unknown 423000000 Hz -47.2 dBmV 0.0 dB 0 0 45 Not Locked Unknown 429000000 Hz -47.8 dBmV 0.0 dB 0 0 46 Not Locked Unknown 435000000 Hz -48.3 dBmV 0.0 dB 0 0 159 Locked Other 300000000 Hz -47.2 dBmV 0.0 dB 0 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 1 Locked SC-QAM 16900000 Hz 6400000 Hz 40.0 dBmV 2 2 Locked SC-QAM 23500000 Hz 6400000 Hz 41.0 dBmV 3 3 Locked SC-QAM 29900000 Hz 6400000 Hz 42.0 dBmV 4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 42.0 dBmV Current System Time:Tue Apr 16 01:05:19 2019
Cox cucks me agian.
I tried to activate my account with the 300mps speeds. Cox told me that my modem doesn't support that. You can verify in their website that this is true (following link): https://www.cox.com/residential/support/arris--surfboard-sb6141.html BUT my modem 100% supports speeds that high and greater. If you go to the actual website of the modem itself you can clearly see that this modem supports over 300mbps (following link): http://www.arris.com/surfboard/products/cable-modems/sb6141/ Because of this Cox forced me to downgrade my package to 100mbps. Please just update your system to show correct information and give me my correct internet package back.
Netgear CM1000 Randomly disconnects
I recently upgraded from 300mb to gigablast. Ever since my modem will lose connectionrandomly for a few minutes. The modem and router lights all still stay green when it happens. I logged into the modem and found a bunch of errors in the log which i can post later if allowed. It usually happens when 2 of us our playing video games, i am not sure if that has anything to do with it though. It kicks us from the lobby and its getting really annoying because I cant figure out what the issue is. The modem is about 2 years old now.
Noisy Panoramic Modem
I heard in these forums to switch it out at a store if it's noisy. I did that and the new one is just as noisy. It would drive me crazy to be working next to it all day. It's way noisier than a computer fan. I've never in my life had a noisy modem or router. These modems are just noisy. Wish cox offered alternatives for rent.Data Harvesting & Devices w/uPnP IP addy
When I see the proof of this Orwellian ** in my router logs, I wonder what the hell is going on...? So...what? How?? and Why??! And dude, what the hell is up with this strange 192.168.147.100 existence? Why can't I check it out and see what is on the page...if there is anything to see...? I'm curious. Lastly, thirdly, what is the difference between the DOCSIS/Ethernet choice given in the GUI?
