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
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 I swapped out a dependable yet out of date modem in September 23 from the COX store.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.
I asked for the policy in writing, but no one would provide it.
I couldn't find the policy in writing online either, although as not an employee I don't have access to their internal documents. Maybe a moderator can comment. Most of my knowledge on the subject comes from what they have said in the past for other people's issue.
so I am confident the issue is most likely a low signal coming into the house
What model modem(gateway) do you have? If Cox Panoramic, you can see the signal levels at 192.168.0.1 > Username;admin password;password > Connection > Cox network. Scroll down and you should see your downstream and upstream levels. Downstream should be between -10 to +10(-5 to +5dB is better) and SNR should be above 35. Upstream should be under 50dB. If you have a standalone modem something similar should be available at 192.168.100.1 but I can give specific instructions once I know what model you have.
I checked the splitters visually and ohmed them out connected and disconnected
Not sure what you mean by that. Did you have splitters or not? Do you only have one active outlet in your house?
I have the latest Arris TH3402A provided by COX. Panoramic did not work well for me due to my house lay out.
Hi, cflorin2
Basically, If the cause of your trouble is Cox owned equipment, or signal delivery on our network outside your home you would not be charged. The policy we have online is for Cox Complete Care, but it should help you with some of the information you need. You can check out https://www.cox.com/residential/completecare.html for the details of what's covered in the plan and https://www.cox.com/aboutus/policies/completecare-terms.html for the plan terms.Thank you. I did review that earlier. Not having a writen policy for non Complete Care folks and having help desk folks quote policy is troubling. I have my own unwritten policy which is get it in writing or look in the mirror when you get burned.
