Must install a modem for basic phone service
On Friday 5/18 I was working from home & my broadband went down, including phone. Viewing the app told me there was a service issue in the area I saved a screen shot lol) but when I called an hour l...
Forum Discussion
For the past 10-15 years, Cox provided Digital Telephone Service. We didn't (don't) need a modem to receive the service because a Network Interface Unit (NIU) outside our homes sent the digital signal to our analog telephones.
The NIU is old technology because it's Circuit Switched. An Embedded Multimedia Terminal Adapter (eMTA) is new technology because it's Packet Switched. For Cox, Packet Switched will be a more efficient network. For us, Packet Switched will be more telephone features, such as better call-blocking.
Cox needs to migrate their telephone service from the NIU outside our homes to an eMTA inside our homes. However, it appears Cox has encountered some obstacles during the migration.
Until your Friday 5/18, I was like you. I'm ignoring their emails, door hangers and letters and still receiving telephone service. My cutoff date was six months ago. When Cox finally pulls the plug on my NIU, I'll get the eMTA. It appears Cox finally pulled your plug. When your broadband went down, it was probably Cox reprovisioning your NIU, neighborhood node and headend.
As far as the internal "disconnect" at Cox, I'd give the reps some leeway. Although they're aware of the migration, they probably don't know the specific cutoff dates. As of now, does everyone NEED an eMTA? No. In the future, will everyone need an eMTA? Yes. When will I need an eMTA? We're not crystal clear because of some obstacles.
I too will not appreciate another Cox box. I could get an all-in-one Cox box (Cable Modem, eMTA, router) but that'll incur another rental fee. No thanks. Cox has to freely issue an eMTA and its electricity would be cheaper than a monthly fee.
"some obstacles" is to put it lightly!! We have been without land lines for 3 weeks since they pulled the plug. Tech spent 4.5 hours yesterday at my house on the phone to India because he could not get their "upgrade" to work!! Each new failure required India to "open a new ticket" and wait for it to get approved before he could call back. Tech finally gave up and left. After he left we were not only without phones but with out cable TV in our master bedroom. This is a cluster and they should NOT have pulled the plug if they were unable to get their new system to work!! Plus I was left with a massive cable cord and a huge box......
- I'm sorry to learn of the service troubles you're experiencing. This is certainly not what we want for you. Are you still without service at this time? If you're still experiencing any trouble, please feel free to email my team with your name and address at cox.help@cox.com.
Thank you,After another failed attempt I insisted on a supervisor on site. Supervisor had the phones working in a short amount of time. However, after the "fixed" our cable TV problem, we have now lost many channels - message says call Cox".......we cannot invest another 3 weeks getting our cable to work. It is quite pathetic you continue to sell products that don't work and cannot be fixed.
- Hi Victim, when did the issue with the TV channels begin? I can send a signal to reset both receivers, if you like. Just let me know if you are still missing channels. -Becky, Cox Support Forums Moderator
