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EPDoc's avatar
EPDoc
New Contributor
3 years ago

ESR Turnover Request

I have been having spotty internet over the past 6 weeks. Have had 5 Cox workers come to the house during this time. They have replaced all wiring between node and Panoramic Wifi modem, have replaced modem itself. Things are improved but internet is still spotty (internet is on for an hour then shuts off for 30-60 seconds sometimes longer).

Another Cox worker came out to the house yesterday, checked the node (my house is the only house being supplied by this node--it is at "the end of the line") and what was determined is that we have too much signal being delivered to the node, which is resulting in our Wifi intermittently having to shut down because of this oversupply.

The Cox rep placed an ESR Turnover request, which he said would be done in 3-5 days. I have the ticket number. When I asked how I will know when the work will be done he said the internet will be working again without glitches. However, no confirmation email will be sent,, and he did not think it would be likely that Cox reps would be able to confirm the work was done by phone.

Am I missing something here? It seems like there will be no way for me to know the difference between a) the work not being done, and b) the work being done but not solving the problem.

I am at my wits end. Any insights into these ESR turnover requests (and particularly who I follow up with to confirm the work was done) would be much appreciated.

connection issues
internet
Internet Connection
  • EPDoc's avatar
    EPDoc
    New Contributor
    3 years ago

    Update: Another tech came to the house today, and once again diagnosed that the problem with the internet is at the level of the node (intermittent loss or significant reduction in signal). He has put in another ESR turnover request (third one since June). I can only pray that three is a charm . . . More to come.

    • EPDoc's avatar
      EPDoc
      New Contributor
      3 years ago

      Update: ESR turnover request completed. For about 1 week after this the internet was mostly running fine (only about 3-5 outages per day which, although annoying, was much better than the 50-100 we were having prior to this). 

      Over the past 24 hours however we have had about 80 outages. Called Cox support and they are sending yet another tech out to the house (even though every tech who has recently come out to the house has implicated the node which they can't tweak).

      What a mind-boggling way to run a business.

  • EPDoc's avatar
    EPDoc
    New Contributor
    3 years ago

    Update: Technicians apparently came to the node (outside our house) on Sat August 6 around noon. Per the Cox Media Support Specialist that I have been emailing back and forth with, the problem is solved. However, we have had roughly 40 power outages since noon yesterday, Calling Cox support again for another technician to come out. VERY FRUSTRATING that no one has been able to fix this issue that has been ongoing since June.