Non-Cox home alarm stopped being able to dial out to alarm monitoring center on April 6.
Our home alarm system has worked fine with Cox phone service for over 10 years now. But on April 6 it stopped working and started getting a failed communication error. After various troubleshooting steps and verifying that all wiring was fine, I found the following: 1. If I call the number the alarm system is dialing from my Cox phone line, I get a message saying that the number has been disconnected or is no longer in service. 2. If I call the number from my cell phone, I get an answer and an immediate computer/modem tone, as expected. I tried working with someone via Cox live chat, but had difficulty getting them to understand the situation and gave up when I was told that they couldn't/wouldn't escalate my issue because they did not find any numbers blocked on my account, so they couldn't help me. Cox should seriously re-think their live chat personnel training, because telling a customer with a technical issue that they can't help and won't escalate does not generate a positive image in any way. In fact, that one interaction has me already seriously considering switching service providers for phone and Internet to a different company. Just to be certain, I contacted my alarm service provider next and verified that they have not disconnected or terminated service on any of the local alarm access numbers. I double checked and verified that I still got a disconnected message when dialing the alarm monitoring number from the Cox phone, and that I got an answer by a computer/modem when calling from other service providers. So, it's back to Cox to try and get this issue resolved. I need to know how to contact someone who is competent and willing to go beyond checking my account to sort out this issue. Since the options shown on the web site are to use the live chat, show up at a Cox store, or use the support forum, I'm trying here (I shouldn't have to spend my time and fuel to try and get someone at Cox to look into what they changed which broke my alarm system's monitoring). It would be nice if the web site's "Contact Cox" page had a number to call for local support if needed, or at least a number for issues that the live chat people are clearly not equipped to help with.
Upgraded to a Panoramic wifi gateway modem, wifi works, voice does not
I had a modem for my Cox services (wifi and voice) for about 5 years. It died and I "upgraded" to a panoramic wifi gateway (model CGM4140COM). The only change was switching out the devices. When I try to use the phone, there is no dial tone. I checked all the physical connections, the cord from the phone to TEL 1 port, the wifi works, but the voice service with my phone does not work. I can view the missed calls online in my account data though. I reviewed the troubleshooting steps listed online and used the online assistant, to no avail. They scheduled a tech to check it out, but I'd prefer to fix it before that occurs. Any ideas on what it could be?
Customer service hours
This is silly, but I can't seem to find the hours for residential support (except the local store). Oliver tells me there are agents available 24/7, but when I try to click through, it tells me that it's closed and to try later. I am having the same experience with phone support, even though it's after 8am EST, which was the starting hour according to the only page I found that showed a start time at all. It says there is currently a high call volume, also, which is weird if service is closed. Thanks!
Landline cuts in and out not solved
We have the ARRIS modem setup where your phone directly plugs into the back. The past 7 month people calling my coxline line cant hear us because the phone cut in and out. Today we received a new ARRIS modem and it is installed correctly and the cordless phone still cut in and out. What should be my next step to check before purchasing a brand new cordless phone system, that may not even solve the problem????Modem relocation - Alarm Co. phone signal conflict.
Recently moved in with Parents. Poor signal in areas of any distance from modem/router which is located in furthest 1st floor corner under massive custom built in desk on firewall between home and attached garage (pretty much ticks the box of every DONT when determining equipment placement I know). Moved it to centrally located office on second floor and signal was great in every location Crisis averted/Parents think I'm Genius! Until... 2 days later home alarm system started sounding off every 15 min. apparently to notify us that it was no longer receiving a signal from our equipment. I guess it receives it thru a dedicated (might not be correct term here) phone line that comes into house in that 1st floor office and goes directly into the modem. I really cannot run that phone line all the way up to the 2nd floor office I wanted to move equipment to. I have tried repeaters, extenders, routers WAP's, etc. and nothing comes close to achieving the signal strength I get when Modem and Router is placed in 2nd floor office location. I know this is the most annoying question on here so please do not hate me I did attempt to find a solution in these forums for quite sometime before deciding to post. So my apologies in advance if I missed a glaring answer. I have a duplicate model of my modem. Could I possibly set it up and configure it to match existing exactly without paying for a second service. If not I am open to any other suggestions. Thank you in advance for your time.....
Have had unknown long distance telephone charges for calls we did not make. Cox refuses to acknowledge they have a problem. What can I do.
We have had two calls on bill that we did not make. Cox says they came from our phone. One person even said anyone can use our phone (I assume they meant with our permission), but we did not give permission for the calls and were unaware that they were made. They were both to Arkansas. But, last month one was made to Topeka, KS that we didn't make. Why does this keep happening?