Phone & Internet unreliable
Edited. Let's close this out. Great folks on this forum who gave me way more support than the Cox help chat / voice. Connectivity issues continue. Cox will not elevate the issue beyond Level 1. ...
Forum Discussion
You didn't say what your phone and Internet issues are, but you probably just need a new modem. When they fail, it's not always all at once. It sounds like yours has been failing for three months. The Cox modem you had in January 2020 was 3+ years old then. Have you replaced it?
Have you reset the modem through Cox's website? It might not help, but it won't hurt to try. But, if the modem is failing, any fix would be temporary.
Sign into Cox > My Account > Equipment > Internet/Cox Voice > Get SmartHelp > prompts
Good points. I swapped out a dependable yet out of date modem in September 23 from the COX store. The new modem would connect for about an hour and then disconnect. I replaced that modem in October 2023 and it would stay connected for about 30 days before requiring multiple reset to connect both through COX and through manual re-connect (on/off and reset button). I have received as many responses about the likely $75 tech service fees as the number of help desk folks I have spoken with.
As for the issues, there is just a loss of connectivity when the modem goes into its loop mode. I have asked COX to waive the $75 risk, but they refuse to do so because I do not pay the extra $10 monthly. I appreciate your response. Best wishes.
It will only cost money if it's a inside issue(after the demarc.) which Cox can't know until they get out there. If your concerned, tell the technician to only check the signal outside, but there is no way to guarantee success. You can also purchase Cox Complete Care for 10$ a month(minimum 3 months) which is 30$, which is less than 75$ at least. That will cover the issue if it's a inside wire issue. Speaking of which, how does the coaxial get from the pole/street to the room the modem is in? You might be able to fix the issue yourself if it's just a bad splitter.
A few said it's only a problem if it's a problem inside the house. Others said if the phone and internet were functional when the tech arrived I would be charged. Others had no clue of the policy. One was convinced the level 2 tech ran a signal test even though they could not connect to my modem which was happily in a loop trying to find a signal. I asked for the policy in writing, but no one would provide it. The cable is underground. The distro box (cat house) is on my back yard with a 50 foot of so run to my house where the riser is located. From the riser to the modem is about 25 feet in total. I checked the splitters visually and ohmed them out connected and disconnected, so I am confident the issue is most likely a low signal coming into the house. With that, why not have the tech come out??? It's because if they are anywhere as incompetent of the help desk folks, i just don't trust them. Both trust and distrust are earned. COX needs to make a move to regain my trust. Until then I will continue to work with them though my Verizon wireless hotspot.
Before you replaced the old modem in September 2023, were you having any issues? It sounds like all your issues began with the first, new Cox modem. Did you contact Cox to have the new modem re-provisioned? Modems aren't my thing so I'm not sure if a replacement modem has to be re-provisioned. But it seems like a different type of modem would need to be re-provisioned for it to properly connect with Cox's network.
WiderMouthOpen is the forum expert on modems. The following is for him. Does each replacement modem have to be re-provisioned? Or is it only necessary when the replacement is a different type of modem? Does provisioning just identify the type of modem or the specific modem? If it's the latter, then I know provisioning is necessary each time a modem is replaced or it wouldn't work at all.
Also, are you aware of anything that could cause an incompatibility issue for the TM3402 that wouldn't have been an issue for the older modem?
No issues with the old modem. COX had me return it because it was old. The new modems had to be provisioned to connect the wifi and the phone and the old modem had to be (the opposite of provisioned) to be taken off my network.
