Is there a problem with calling retention? I was disconnected twice and the third time I could barely hear the agent's voice - Jan 3/23
I am a 24 year customer and haven't generally had a problem with Cox support or retention before. I was calling because of the excessively high TV bill and wanted to know what the options are for lowering my TV bill. When I called, the agents on the main 800 number all sent me to retention. The first time I connected to retention, the retention agent did not understand the phone number I provided for my account after I gave it three times, and disconnected me. The second time the IVR hung up on me. The third time, I could barely hear the agent and the TV offers he gave was more than I am paying now. The chat agent Joshbrylle P. WAS able to help somewhat and I appreciate him. It was frustrating trying to go through the IVR so many times and when I finally got through there were no options or help.continuous internet outage and cox has blocked calls
My son and his roommates live around Mclintock and Ivanhoe in Chandler 85226. They have been having non stop internet issues for the last 10 days or so. It's out again today. Cox has given them one $10 credit but cannot tell them what's wrong. It now seems that Cox has blocked their number from support both on the phone and via chat. One of they boys went into the cox store today and still couldn't get any answers. They are all doing classes online from home and aren't able to do any school work! I'm not on the acct so I'm not able to call but really, what the heck is going on in that neighborhood?
New Port Forwarding Menu vis Cox Website
Previously Port Forwarding could be done via your Default Gateway, now you must go through the Cox Website. In doing this Cox removed the ability to enter your own IP address for Port Forwarding, you must select a device now. I am trying to port forward to my broadcast IP 192.XXX.X.255, I cannot enter in my own IP, I must pick a device so this will not work. Is there any workaround for this? And or when will this functionality be added back. Thank you
Intermittent upload speed drops
Hello, I have the same issues pointed in the thread here:https://forums.cox.com/forum_home/internet_forum/f/internet-forum/24329/fluctuating-upload-speeds I have not made any changes to my network and the issues popped up earlier this week while trying to stream. I've ran speed test after speed test and had a tech come out today and tested my new modem and the lines into my house and he cannot find any issues within the signals. I even ran a test for him to see and while the up speeds dropped, he connected his device and the numbers on his device were normal, up/down speeds were high. He mentioned checking the nodes and he did not see any issues with that either. So I am now at a complete loss because the up speeds are still dropping. There is no specific time for these issues as they happen all day off and on. With the few threads with the same issues lately, is it possible this problem is affecting certain areas? I wanted to make a new thread to post some data and also bring to light that there are more people that this issue is affecting to hopefully find a solution: For the video, I tried my best to capture speed tests when the problem presents itself and did a ten minute test stream and showed the connectivity of the Ethernet port during the drops. Hope this helps.
Issues with Gigablast and the HORRENDOUS "support" I have received from Cox.
I upgraded to GigaBlast on September 27th. What I have experienced since that time is nothing less than consumer neglect. It's absolutely absurd what I have to go through to get the service I'm paying for. Series of events: 27 Sep. 2018-Upgrade to Gigablast. Monitor speeds over the next week with no significant change from the Ultimate 300MB speeds. Since this time, I have had multiple engagements with the social media department, and cox online support. I have described my issues so many times I hear it in my sleep. I'm passed from technician to technician that wants me to start over my troubleshooting, and then assigns a new field technician to come check the equipment at my house. (Each time I'm promised a "Senior Field Technician" as a response to an ongoing issue wants such. Field technician shows up at my house, doesn't know anything about GigaBlast, and calls their supervisor who tells them to open a maintenance ticket. Three days go by, I reach out to FaceBook again. I'm told the ticket was resolved because the maintenance team said everything looks good and closed the ticket. But I still have terrible internet. I get on the line with Arris (Manufacturer of Modem) and they open a ticket, identifying the signal COMING from Cox cable is not configuration correctly. I perform a full factory reset on my modem, and the in house wireless router. So I communicate this with a tier 2 technician who identifies a misconfiguration on the part of Cox Cable, and dispatches a field technician. The Field technician reschedules multiple times before showing up LATE on a day that I stressed needed to be gone by 6pm at night. He came another day, and replaced the modem in my house with one that he, and the online technician PROMISED me would fix my issue, and prove that my equipment is the cause of the problem. It didn't. All his signals were great, but the new PROMISED modem couldn't supply more than 300MB download speeds, even though the signals looked good. He left with no other answer than that he needs to open another maintenance ticket. I go on tirade to FB and am dismissed after several attempts/demands for more technical assistance. Nope...They opened the ticket and had another maintenance team come to my house. I see the maintenance guy drive up....plug in his meter for 10 minutes...unplugs it...and drives away. He says my signals are good...and closes the ticket. But my speeds are still no bueno. I demanded from FB once again for investigation since I'm STILL NOT GETTING THE CORRECT SPEEDS. I have provided logs from my modem.. I have provided the ticket number with Arris. I have lost all my patience. The FB agent dispatches another promised Senior SUPERVISOR field technician. Who shows up? A guy who has almost no experience with GigaBlast and has zero idea what to do to fix it. So I call and get in touch with another Tier 2 technician that identifies the issue as a misconfiguration on COX's part, and insists that the maintenance team should have identified it by now. The field technician in my house has to dispatch a maintenance request AGAIN. I provide all of the details to the FB team once again, and I'm told to get bent for 72 hours, and have refused to even acknowledged they have received the information I'm communicating to them. And each time I reach a new technician in some other department, I have to start this entire dramatic unfolding over again. And then I'm sent to the back of the line again....with STILL NO CONSISTENT SPEEDS. Cox has been making me jump through hoops and basically finger pointing back to me and my hardware/configurations. I have proven consistently that the configuration mismatch is on the part of COX and I have still had to fight this. I am 100% certain there are people out there who gladly hand their checks over to COX and have the wrong configuration being provided BY COX. I have spent dozens of hours troubleshooting, reading blogs, communicating the problems to dozens of technicians, and I cannot get help. Actual help. What makes this worse is that when I upgraded from 100MG to 300MB, I experienced a very similar situation. I spent three months fighting with Cox until one actual Cox technician came to my house, requested a change on a node, and drove away with my 300MB service fully functional. I hope if you're reading this, that you're as persistent as I am with getting what you're paying for. I will gladly answer anyone if they want more technical details of my experience to validate my story line. ***Obligatory qualifications*** I'm a senior technical consultant within datacenter virtualization, and storage backgrounds. I can communicate on moderately high level in configuration and design.
Customer Service and Loyalty Department ignoring my complaints!
I was promised the Gold Triple Bundle Package promotion with 250 channels, all premium channels like HBO, Starz, Sports, Cox Sports, Movie package, On Demand, Cinemax, Music, Variety pack, Free HD, Contour 2 Voice remote control, Super fast gaming internet for multi devices, stream videos, Program recording device, Unlimited nationwide calling in the U.S., Mexico and Canada with all calling features and free device and free self installment, included Tax and all devices for the price he quote me and currently being charged as now. However, I'm not receiving the Gold Triple Bundle, with all the services and devices I was promised at that price. I was put on a inaccurate plan bundle, with no recording device, no contour 2 remote control, no phone service and 140 channels which are mostly local and Spanish channels. I made several calls to your customer service and loyalty department they were happy to provide no solution that honor the prior agreement. Unsatisfied with the lack of customer support from the staff members who helped me; I'm still hoping for a solution. I will like a supervisor contact information or to be contact directly.
