Forum Discussion

CaptainH's avatar
CaptainH
New Contributor II
2 months ago

Cox WiFi keeps dropping.

I've been experiencing an ongoing internet issue for the past 30 days. A technician recently visited to diagnose the problem and mentioned that around the same time, Cox conducted a system update. According to him, this update has been causing routers to struggle with switching channels seamlessly, resulting in the router being locked to a single channel and the light turning red. This red light is a new occurrence that I've only noticed over the past 30 days.

I’m wondering if anyone else has encountered a similar problem. I work full-time from home, and this issue has become increasingly disruptive. The technician thoroughly checked the lines and confirmed that everything is in order on that front. He concluded that the problem is solely due to the recent Cox update. However, the technicians haven’t received any further information or solutions from Cox. As a result, I’m left having to frequently unplug and reset my router multiple times a day.

Not that I wish this upon anyone, but hoping there is some truth behind all of this so I am not alone and or if cox came chime in that this update In fact happened and when we can expect another update to fix the problem? 

 

 

 

  • WildPhil's avatar
    WildPhil
    New Contributor
    2 months ago

    For 4 whole months I've been dealing with unstable internet.  I actually have a lawyer looking into it.  I stream professionally for a living.  Even as recently as tonight, my internet swings from 0kbps to 8000kbps and back every few seconds.  This has cost me an entire day of revenue today.  This happens 3-5x a week and has for 4 months now.  I don't even use the wifi because that's even worse.  I've run ethernet cables through my house for everything because the internet is so atrociously bad.  THEY REFUSE TO CHECK ON IT PHYSICALLY.

    I've called their tech support and was told a person was on the way the next day.  They never showed.  I talked to Customer Service, they reset my router over a dozen times in one day.  Clearly not fixing the issue, but that's all they did over and over.  Zero compensation.  Zero apologies beyond "sorry you feel that way."  I've lost literally thousands of dollars a month due to the instability of the internet through Cox and they couldn't care less.  I now ensure all of my viewers know to avoid this company like the plague.  That even satellite services are better because they're most stable even during a thunderstorm when satellites tend to fail.

    Where's my compensation?  Where's the fixed internet?  I've had internet issues in the past with spectrum, verizon, etc. and all of them discount the month or even waive the month fees if it's more than a few hours.  Cox gives you the middle finger because they know you can't go to anyone else in their service areas....well except for Satellite.  I've been an internet customer since 1994 with dozens of companies.  I've never experienced internet this bad, unstable, and with such horrible customer service to back it.  You'll be getting my cancellation call in the morning and my lawyer will be reaching out to your legal department soon.  Don't worry, the world gets updates this on my media platforms for sure.  Every call, every claim to send a tech without sending, the recorded video of the internet rates swinging up and down randomly, the poor customer service through chats, etc.  It's all logged and shared with the world.

    • LisaH's avatar
      LisaH
      Moderator
      2 months ago

      Hi WildPhil. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator

      • WildPhil's avatar
        WildPhil
        New Contributor
        2 months ago

        You mean reach out to the same people that have lied over and over and told me a tech was on the way then never sent a tech?   That there's "nothing wrong with your internet" even though it fails ping tests to google?  Cox has no interest in fixing.  They just have interest in collecting.

  • Saltywiggs40's avatar
    Saltywiggs40
    New Contributor II
    2 months ago

    I am having the same issue! Will randomly have to reset my internet, esp on days I work from home. But today was infuriating. I had to reset it no less than 5 times! What in the world is going on?! 

    • LisaH's avatar
      LisaH
      Moderator
      2 months ago

      Hi Saltywiggs40. The purpose of the Cox Forums is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator

    • DustinP's avatar
      DustinP
      Moderator
      2 months ago

      Hello DrewStewart187,
      I want to be sure we're addressing your account and service concerns. If you continue to face an issue that hasn't been resolved, can you share some detail of the technical issue you're having? 

  • GregP1's avatar
    GregP1
    Moderator
    2 months ago

    Hi CaptainH,

    I'm sorry that you have been having to with your internet connection. I'm not aware of this issue but will be glad to investigate. Please contact us privately. Our email address is cox.help@cox.com please include your full street address and a link to your forum post.

    Greg

    • CaptainH's avatar
      CaptainH
      New Contributor II
      2 months ago

      Hi Greg, 

      I have been email cox help for multiple days and no one is responding. The issue with my router still persist. I hade correspondence going and then the messages just stopped. I have asked multiple times for updates and to let them know the issues is still ongoing and am getting zero responses. Please assist! 

      • DustinP's avatar
        DustinP
        Moderator
        2 months ago

        Hello CaptainH,
        I apologize that you've continued to face persistent issues. I can imagine this has been frustrating, and understand how important it is to have a stable connection. I've sent you an update via email with the latest information our team received. If you need any further assistance or have additional questions, don’t hesitate to reach out. We’re here to help and ensure your issue is resolved as quickly as possible. 

    • CaptainH's avatar
      CaptainH
      New Contributor II
      2 months ago

      I did email and call it I. Which is why the tech was out today. He even stated that the online support teams were not notified of the update that was pushed out 30 days ago and that is why the techs keep getting called out to check the lines when it is software update on routers that are tuning the lights red and dropping the Internet connection until you unplug and plug the router back in. Was hoping that maybe there was a timeline on the next update that you would have. Even in the time I have posted this. I have had to unplug and plug in my router because my internet dropped and the router light turned red.