PHX/Mesa - Constant Near Daily Outages
I have been tracking my internet service since 2020 which pings Google, Level 3, and Cloudflare. If there is no response from all three for 20 seconds, it considers it a external outage (It also checks my internal network as well). This software is on a desktop hardwired to the router and modem. Prior to November 14, on average I would get a few short outages lasting a few to 10 minutes at most per month. Not the most convenient but I know uptime is not guaranteed. 10/9 to 10/26 - 4 outages totalling 25 minutes (max 8 min) 10/26 to 11/14 - 3 outages totalling 26 minutes (max 11 min) After November 14 my outages significantly increased 11/14 to 11/23 - 12 outages totalling 1 hour 39 minutes (max 14 min) 11/23 to 11/24 - 0 outages 11/24 to 12/12 - 46 outages totalling 10 hours 5 min (max 53 min) 12/12 to 12/20 - 5 outages totalling 2 hours 25 min (max 51 min) I have rebooted my router and modem multiple times to no avail. Hotspot from cell carrier has no issues. Only once have I checked my address and it shows there is "performance degradation". Thinking oh hey, maybe they found the issue, I just waited the outage out but continue to have them. This appears to be server side so I don't think any client side fixes will correct the problem since the same equipment was working perfectly fine before the outage spike. Is this just another one of the "deal with it" issues that won't be able to go away?
Inconsistent and Incorrect Outage Information - Extremely Frustrating
I’m beyond frustrated with the way Cox has handled communication about a planned network outage this week. The lack of clarity and consistency in the information provided has been infuriating. Here’s what I’ve been dealing with: Email Notification: I received an email about the outage, but instead of providing a clear date (MM/DD/YY), the email just included a countdown. This is a terrible way to inform customers about a planned outage, especially when sent a week in advance. Conflicting Times in Email: According to the countdown in the email, the outage should begin on 09/04/2024 at 5:00 PM. However, when I clicked the "add to calendar" button, it added the outage for 09/04/2024 at 8:00 AM. This inconsistency leaves me completely in the dark about when I’ll actually lose service. Door Flyer: To make matters worse, I received a door flyer with different times altogether. The flyer says the outage is scheduled for 09/03/2024 & 09/04/2024, with two outage windows: 5:00 AM - 12:00 PM and 12:00 PM - 6:00 PM underlined in marker. Customer Service Confusion: When I called customer service, the representative couldn’t provide any more information than “yes, we sent you an email” and didn’t seem to understand the issue. The same thing happened when I tried the online chat. This morning, I finally reached someone who could tell me the outage had already started—despite my email still showing a countdown of over 31 hours. This entire situation is unacceptable. I’ve been a Cox customer for years, but after this and the multiple outages we’ve had recently, I’m seriously considering switching providers. This needs to be fixed. Your communication with your customers has been awful. As someone who works from home and needs internet access to do my job it's frustrating to not receive correct information even after reaching out to customer service. Below is a screen shot of the email that was taken on 09/03/2024 9:59am which is evidence of my first bullet point above.3 day outage now
We live (moderator hid address) in omaha there has been an outage of service since noon saturady. No one can give answers as of whats going on whats being done to fix or when the outage can expected to be fixed. You try calling the a.i doesnt allow you to connect try chatting and no questions get answered. Hopefully Cox credits for this outage as well as cox how about some transparency with your paying customersWhy 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?
