Recent Discussions
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 $75 potential charge (if the cause of the issue is Cox's responsibility charge won't be applied) I’m like at this point, y’all should’ve came out to the residents affected that are still having troubles because why would they lie 😑😑😑 Anybody else encounter this mess?
Why does our internet go out anytime it rains?
Our Cox high-speed internet cuts out every time it rains. Even in a slight drizzle it’ll slow down to the point where I can’t conduct a Zoom meeting, which is a major problem because I work from home and my employer is 2,500 miles away. Needless to say, we can’t stream our TV shows either. Is there a node or hub somewhere near us that’s not properly protected from the elements or something?
Internet Outages AGAIN!!
I have had 4 outages in the last week in my area/neighborhood near Buffalo and Summerlin Parkway. (7 total in the last 3 weeks) I called Friday to get credited for the outages and Cox did but when asked why or will these keep happening?.. nothing. I understand COX is going to keep us in the dark about what causes their problems but for the amount we pay there should be some "communication" (haa, get it!) from them about a service that we rely on now as much as power and water! This has made me start looking to get a second connection which I should have to do. And Cox doesn't care they have the monopoly over most the area. A class action suit would be nice.
Internet outages all the time in 74146
I'm trying to find out if they even offer a reason for the outages anymore because Cox is the only company I can get at my apartment and 90% of the time I can't even use it and they won't tell me why. I'm about to just cancel it and get a better phone plan with a big Hotspot because at least then I'd be able to use it and not pay 200$ a month for nothing. I just want to know if this will ever stop. It's literally every other day it goes down for almost the entire day and they're a monopoly in my area so I can't get AT&T or anything else. This is ridiculous. I want answers. (Tulsa, OK zip code 74146)
Due to the recent weather event our teams are assessing your area.
Weather alert - Due to the recent weather event, our teams are assessing your area. We are aware and will update you with next steps as soon as possible. COX support has been sending me this Text message for 7 days; when does "assessing your area" become unacceptable in a digital age with work from home customers? Consistent lag, jitter, buffering of video, video gaming is impossible with rubber banding, but if you contact support, it's "there's an outage in your area." There really needs to be better communicationwhen issues are happening,have they even started assessing, are they working to fix the issue? Seven days is a long time for such a high premium customers pay that's constantly rising.
3rd outage today, what is going on with Cox in Phoenix??
For about 8 years (2013 - 2022ish), COX was rock solid. Then forthe lastyear, there are outages several times a week. And today we've had 3 outages in about 4 hours! There's no information on what the cause is. I tried contacting Cox support (online chat) and actually had the live agent disconnect the chat on me! I wasn't being mean or disrespectful at all, I simplyaskedwhy these outages keep happening and what Cox is doing to fix the issue(s) permanently. That's when they hung up. Anyone else having similar issues? Any insight into what's going on in Phoenix? NOTE: before anyone asks, this is NOT my hardware, trust me.Sanity Check - Downstream Bonded Channel Frequencies and Power Levels
Our cable modem lists Downstream frequencies starting at 213000000 HZ and 4.7 dBmV (screenshot below). As I research the Cox frequency standards I'm seeing other customers listing frequencies in the 700000 Hz range. The majority of references I've found are in that 700 MHz range, with the exception for one customer who had channel frequencies starting at 340000000 Hz. Per my screenshot, are these frequency levels nominal? I.E. are they within the baseline for a stable cable internet connection? If not, should I manually set the starting frequency range to 700000000 Hz? The source issue I was originally investigating was intermittent internet signal drops. Bonus question: Can the aforementioned downstream/upstream frequencies used by the cable internet be adversely effected by external devices using the same band in close proximity to the coaxial line? The disruption source would have to be pulsed/tweaked similar to how specialized RF emitters can destabilize nearby wifi, or bluetooth signals. Cheers,New modem is still getting constant T3 and Dynamic Range Window violation errors
Equipment: OLD Netgear CM1200 (bought in 2020) Google Nest Wifi and Access Point (bought in 2021) TPLink 5 port switch NEW Arris SB8200 (purchased yesterday) Since the beginning of December 2022 my 2 year old NetGear CM1200 had been disconnecting daily between 6am-9am and every single day I had to physically reset the modem since the COX app and chat support couldn't reset it remotely. COX chat claimed it was my 27 devices connected to Wifi (I had the ultimate plan) and that I needed to upgrade to the Gigablast. Conveniently the Gigablast plan was on a deal that was $5 less than the Ultimate so I upgraded, same issue. I had a technician finally come out a couple days ago and he checked EVERYTHING. He checked the following with the following results Checked the connection to the CM1200, speeds on Gigablast was about 430mbps download and 27 upload. Disconnected the router and modem, connected directly to the Coax cable from the wall, speeds were then 830mbps download and 36 upload. Tested 10,000 packets and none were lost. Checked the network hub in the laundry room that came with the house (I don't use it since I don't have a switch in there), he saw there was a MoCA connection (I believe?) where the outside network Coax line was connected to the office coax line (which my modem was connected to) so he disconnected them and tested the connection to the outside network. The test results were 830mbps download and 36 upload.Tested 10,000 packets and none were lost. He went outside to check the network box on the side of my house and confirmed there is no splitter and that it's a direct connection, he tested the connection and the speeds were the same as inside.Tested 10,000 packets and none were lost. He went to the utilities box and tested the line there, he tested 10,000 packets and none were lost. Speeds were the same as in the house. All tests were normal. Ultimately he said that my modem was "likely" the problem and that I should try a new one to see if things improve. I purchased the Arris SB8200 yesterday, I chatted with Cox to activate it around 2pm and everything was good until 2am when my Google Nest Wifi notified me that the internet went out for 30 mins. I haven't had any outages since 2am so I checked the logs and it looks the same as the CM1200 logs were.