Internet Has Been Out for Days, Yet Cox Tells Me I'm the Problem
I'd like to find out if anyone else has had an experience with Cox as terrible as my recent experience in Oklahoma City, OK: My home internet has been out for 3 or 4 days now. It started when our modem suddenly stopped getting any signal from Cox. The modem has power and has shown zero issues up to this point. I thought maybe it was that particular coaxial connection, so I tried hooking the modem up in other rooms around the house that that have a connection available. Same issue: modem powers on, but no connection to Cox. I then got on the Cox website to verify that my modems MAC and Serial Numbers were correct, as well as to try and reset my modem from my online account settings. Still no improvement. So, I decided tochat with a Cox support agent. The FIRST agent I talked to looked into all kinds of things and ended up telling me that I needed a new modem (which, of course they immediately started trying to sell me one of theirs). I said no thanks, went to the store, and bought a new modem. The new modem is the exact same brand and model (Netgear CM500) as the previous modem I'd been using for years with Cox, so I know for a fact it is compatible. I get home, I hookup the new modem, but still no connection to Cox. I try to activate the modem according to both the manufacturers instructions and the instructions on the Cox website, but I can't finish it myself because, of course, Cox can't establish a connection to the modem! So, I decide tochat with a Cox support agent AGAIN. The SECOND agent has me provide the MAC and Serial Number of the new modem so that they can activate it on my account for me. I provide them all of this information, and they tell me that they have activated the modem on their end, but that they still can't establish a connection to the new modem. Then, all of a sudden, the chat session ends before I can get anything else from them. Big help that was, Cox! Once again, I reach out to a Cox support agent. I tell the THIRD agent everything that's happened up to this point, about the sudden disconnection on my old modem, going out and buying a new modem, going through the headache of getting the new modem activated, and getting disconnected from the previous agent. This agent wants all the MAC and Serial Number information again so they can make sure the modem is activated. I provide all the information to them, they tell me the modem is activated "on their end", and that I need to reset the modem (unplug it, wait 10 seconds, plug back in). Then they tell me to "wait a while", I'm assuming so that Cox can try to connect to the modem. After about 10 or 15 minutes of waiting, and still no connection, this agent tells me that it's a problem with my modem. UM, EXCUSE ME? You mean, this brand new modem that the FIRST agent told me to go buy for absolutely no reason? Not likely. At this point I told the third agent that I'd like a technician to come out to my house and check the Cox lines outside because the only remaining possibility is that there's an issue with their equipment. The third agent then told me that they can't send a technician to my house because they're not allowed to touch equipment that's not provided by Cox (in reference to the modem). I tell them that's fine, because I'm not asking them to touch my modem, I want them to check up on their own equipment! The agent then goes back to insisting that the issue is with my brand new equipment. Well, of course it is, because Cox is just infallible, right?! At this point, I'm ready to drop Cox all together. I've never had such a poor customer service experience in my life. I worked in customer service for a number of years, and it never once occurred to me to tell a customer "it's not us, it's you" if I hadn't already exhausted every possibility on our end first. It's a shame too, because this is really the first issue I've ever had with Cox. At this point, the hot spot on my T-Mobile phone isproviding a more reliable connection for my home than Cox seems able to. In the meantime, I've talked with co-workers who live in nearby cities who've told me that their Cox service has been out for the exact same amount of time, with the exact same symptoms (modem suddenly receives no signal), who've been told the exact same thing by customer service agents (go buy a new modem), then been treated the exact same way after the recommendation doesn't work ("it's not us, it's you"). Is anyone else starting to see a pattern here?
packet loss all the time.
I have been getting trash packet loss, just filled a complaint to the fcc in hoping they will do something, cox is not a good provider, they do not fix anything. they give you the run around, reset modem, send tech, and NOTHING GETS FIXED i am so close to dropping cox for something else, cause at this point it is not even funny. cant play my games in peace with out lagging.Disconnects Every 5m - 85615
https://drive.google.com/file/d/1W2-Yp__l8aZQr8X-OmnyaKSc_RN_33hl/view?usp=sharing Please see attached Connection Log. Something is wrong with my provisioning, or something with the way my modem is being programmed. I have traded out my modem THREE times. I have had Cox out to the house At least 3 times. I have spoken to an engineer. There is nothing wrong with the connection lines, there is nothing wrong with the modem. However, something is causing my modem to drop every 5 minutes, on the 1 and on the 6. It has been doing this for SIX WEEKS. If I have a computer plugged directly into the modem the network card had to reconnect to the modem as the connection completely drops every 5m. This is the THIRD Modem that does this. If I had any other options for High Speed Internet, I would be canceling my Internet and going with them. However, all the other options *** even more than Cox does. so I am stuck with a limp COX internet connection, in need to Internet Viagra. I have yet another tech coming out tomorrow, but all they are going to do is look at the lines, determine it's not a line problem, and then close the ticket. AGAIN. What does it take to get someone who has ownership of a problem and will see it through to the end?
For over a week I have not been able to Access My Account RE: Online Billing and recent changes
I am still unable to view my Bill online or any of the services that may have been changed. I spoke with Technical Support, and Customer Service and Loyalty Representatives about 7 times over 4 days and no one is able to resolve the issues. My bill has gone up many times w/o reason, so I am concerned that it may be much higher than when I first called. The new website does not allow me to check my charges or services. While conveying this to a technical support member, he tried to check his own account while on the phone and he was unable to view his services. What can I do?
Is Cox aware of a problem with their outgoing servers?
Since Friday, I have been unable to send email from Outlook from either of my Cox email accounts. No settings have changed. When I try a repair of the email account thru Outlook, it tells me the server is not responding. Can someone confirm there is a problem on Cox's side?Billing Question
On April 15th I paid my bill. On April 16th I receive: Dear Kung D. Pow, Thank you for the recent payment to your Cox account. The following payment information has been successfully processed: Account Number:001-0101-0xxxxxxxx Payment Amount:$211.25 Date Submitted:04/16/2018 Payment Date:04/16/2018 Method of Payment:Visa account ending in XXXXXXXXXXXXyyyyy Please note that it may take up to 48 hours for this transaction to appear on your account. Did you know that you can have always-on access to your account information? It's true - just sign in toView/Pay Billto get 24/7 access to current and past statements, account activity and more. On April 18th I receive Hello,KungI log into my account and see: My Account:0101017xxxxxx View Service Details My Services:TV, Internet, Telephone Return to my Account Payment & Billing Options Account:001-0101017xxxxxx Total Amount Due: $0.00 Payment Due By: May 05, 2018 Pay Now I want to: ... ... ... I have altered any Personally identifiable information, but the context is the same. What gives?.MB8600 speed went from 940 to 360 two weeks ago for no reason!
Motorola/Cox, I am between a rock and a hard place and neither of you are helping me! (THIS IS IMPACTING MY GLOBAL WORK FROM HOME)!!! Cox flat out said and it is also on their website – They do NOT provide firmware updates for user owned/3 rd party modems. I purchased an MB8600 a few months ago and it just degraded to less than 50% speed on my 1GB service. The tech tested the line all the way from road to modem connect and it is 1.3GB down / 30 MB upload. The modem now consistently spits out around 360MB to my desktop direct connect via CAT6 Ethernet. The tech arrived yesterday and after 2 hours it was agreed by both of us the modem needs a FIRMWARE update. Currently the modem is on version 8600-18.2.9 and was working fine for last 4 months until now. I see there is a history of Cox not updating user's modems. I only purchased my own after two visits to my hours by 3 different Cox techs and 7 hours of troubleshooting could NOT find the problem, but they all agreed my line to the modem was AWESOME! I need someone to upgrade this modem or I have to return it for a refund with another vendor’s modem.
