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 to chat 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 to chat 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 is providing 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?
Cannot activate new modem.
I recently bought a Netgear CM2000 + XR500 to replace my Panoramic WiFi and want to activate it as my current modem + router. I tried to call Cox but then kept getting referred to another support/placed on hold while they tried to activate my modem for over 2 hours. I am currently trying to activate my modem myself and I get stuck on the screen that shows: Hmm, we can't find your equipment setup request.
Internet outages wreaks havoc on VPN connections
This is a follow-up post as it seems my original post is locked for updates. I often loose my connection which only lasts for several minutes up to an hour or so. I am working from home using VPN and a couple minute outage will result in the VPN terminating. I opened a ticket with COX and they replaced my coax running from the house to the the tap outside and stated they also replaced a component in the tap. However, I still experience outages. I am posting my modem logs in hopes that someone can review and provide a recommendation as to the root of the problem? Thanks Status The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem. Top of Form Startup Procedure Procedure Status Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 29 903.00 MHz -2.80 dBmV 37.36 dB 385069 1794108 2 Locked 256QAM 9 783.00 MHz -0.50 dBmV 37.64 dB 146898 44701 3 Locked 256QAM 10 789.00 MHz -0.90 dBmV 37.36 dB 147052 41571 4 Locked 256QAM 11 795.00 MHz -1.40 dBmV 37.36 dB 145868 39576 5 Locked 256QAM 12 801.00 MHz -2.60 dBmV 37.64 dB 146245 37172 6 Locked 256QAM 13 807.00 MHz -3.80 dBmV 37.36 dB 143888 29705 7 Locked 256QAM 14 813.00 MHz -3.70 dBmV 37.36 dB 140054 26351 8 Locked 256QAM 15 819.00 MHz -4.00 dBmV 37.36 dB 136900 24781 9 Locked 256QAM 16 825.00 MHz -4.70 dBmV 36.39 dB 133912 23104 10 Locked 256QAM 17 831.00 MHz -4.60 dBmV 36.61 dB 131146 21034 11 Locked 256QAM 18 837.00 MHz -3.80 dBmV 37.36 dB 124720 18624 12 Locked 256QAM 19 843.00 MHz -3.90 dBmV 37.64 dB 121785 16964 13 Locked 256QAM 20 849.00 MHz -4.70 dBmV 36.61 dB 118409 16159 14 Locked 256QAM 21 855.00 MHz -3.80 dBmV 37.36 dB 113816 15485 15 Locked 256QAM 22 861.00 MHz -3.60 dBmV 37.36 dB 111314 14057 16 Locked 256QAM 23 867.00 MHz -4.40 dBmV 36.61 dB 106349 13993 17 Locked 256QAM 24 873.00 MHz -4.60 dBmV 36.39 dB 112914 71318 18 Locked 256QAM 25 879.00 MHz -4.10 dBmV 36.61 dB 178590 342506 19 Locked 256QAM 26 885.00 MHz -4.00 dBmV 36.61 dB 516537 2095976 20 Locked 256QAM 27 891.00 MHz -4.30 dBmV 36.39 dB 126750 122243 21 Locked 256QAM 28 897.00 MHz -3.40 dBmV 37.64 dB 93058 18920 22 Locked 256QAM 30 909.00 MHz -3.20 dBmV 37.36 dB 590716 3136217 23 Locked 256QAM 31 915.00 MHz -2.60 dBmV 37.36 dB 1095897 5620291 24 Locked 256QAM 32 921.00 MHz -2.00 dBmV 38.61 dB 2889497 17273329 25 Locked 256QAM 33 927.00 MHz -2.30 dBmV 37.90 dB 108056 482915 26 Locked 256QAM 34 933.00 MHz -2.30 dBmV 37.60 dB 76276 25344 27 Locked 256QAM 35 939.00 MHz -1.90 dBmV 37.60 dB 73798 25054 28 Locked 256QAM 36 945.00 MHz -1.80 dBmV 37.90 dB 70185 19172 29 Locked 256QAM 37 951.00 MHz -2.10 dBmV 37.30 dB 68195 21809 30 Locked 256QAM 38 957.00 MHz -2.40 dBmV 36.40 dB 71177 23922 31 Locked 256QAM 39 963.00 MHz -1.50 dBmV 36.90 dB 63878 21093 32 Locked 256QAM 40 969.00 MHz -0.80 dBmV 36.90 dB 62724 19128 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 kSym/s 30.30 MHz 37.25 dBmV 2 Locked ATDMA 4 5120 kSym/s 36.70 MHz 38.75 dBmV 3 Locked ATDMA 2 5120 kSym/s 23.90 MHz 35.75 dBmV 4 Locked ATDMA 1 5120 kSym/s 17.40 MHz 36.25 dBmV Event Log The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur. Top of Form Time Priority Description Wed May 03 05:31:38 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:38:19 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:41:50 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:44:58 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:52:01 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:52:58 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 05:57:06 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 06:23:54 2023 3 No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 06:27:40 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:47:07 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:52:13 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 07:57:18 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:02:24 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:32:57 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:40:37 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:48:13 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 08:51:32 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 09:18:47 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 09:22:59 2023 5 RCS Partial Service;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0; Wed May 03 11:10:47 2023 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=98:f7:81:53:xx:xx;CMTS-MAC=84:8a:8d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;High-pitched sound from Cox Gateway
About a month ago, I switched to Cox as my internet service provider. The Cox technician installed a Technicolor CGM4140COM Panoramic Gateway here in the office next to my computer. From the start, the Gateway made a high-pitched humming or whirring sound when running. The sound was very distracting, and after a time when I was working here next to it, my right ear would feel discomfort or pressure. I called Cox to report the problem and was told I could go to the Solution Store and exchange the Gateway. I took it in and was given another CGM4140COM model. I hooked that one up, and it makes the same high-pitched sound as the original one. I now think the original one was not defective, but that all CGM4140COM Gateways make this sound. Have any of you experienced the same problem? If you have, do you have any tips or suggestions for how to remedy the problem? Thanks for your assistance.
Substandard Speeds
I used to have 200MbpsX10Mbps service in which I could regularly get 220X15 speeds via a speed test. I upgraded to 250X10 service and now I get around 180X10 on speed tests. My modem is a SURFboard SB6141, which is theoretically capable of 300Mbps x 100Mbps. What gives here? I'd hate to buy a new modem and get the same speeds. Could I borrow one for a day from Cox you think?
3.0 Modem throttling down to 30mbps. Worked Fine for 2 months after upgrade
Using an ARRIS / Surfboard SB6183. Have Essential Internet with 150mbps download. 2 days ago the internet started throttling to 30down/3up constantly. Techs have come out to check all hardware and connections. Their only solution to getting back to 150 download was to change the modem out to a 3.1 version. However the list of approved modems from Cox is listing the SB6183 as good for "preferred" speeds which should be higher than essential. Anybody else having this problem? I don't really want a new modem when the company says this one should work fine. It is also less than a year old.
