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?1.5KViews4likes5CommentsCox service is making me lose my hair!!!
UPDATE 2/7: today the internet went out andas usual it happened in the same time like before. UPDATE 2/6: so I had a tech come in on Thursday [2/4] to look at the "issue" and they said that it was the POE filter and the splitter that was installed on the main line that's causing the disconnections. They said it was not up to spec with their network. Okay so they replaced it with their own as well as replaced the coax cables that's connected from the outlet to my modem. Today [2/6] I've now experienced a disconnection for 10 mins instead of a mere 1-2 mins prior to this "fix". So I pretty much spent $100 of my money just to get a worse network experience. I, and others in my household, rely on your network 24/7 not just for leisure but also for workand cannot have interruptions this severe. I am now contemplating on reporting this to the FCC the more issues I experience. I've been having issues everyday at the same timeframe with my gigablast. I've never had an issue before but so far it has started on the 2nd week of January to now and it had only worked without issue for two days straight last week.. My network connection would cut off multiple times around 11am-2pm everyday and whenever I ask assistance they would always tell me that they'll send out a tech to check my connection. I've factory reset my modem and router a million times, switched over to another coax port in the house, have tried having a direct connection from the main line to one coax port (no splitter), I've done having direct connection to the modem and all these steps have not resolved the issue. The website says that there are no outages, maintenance, service interruptions whatsoever but there clearly is. It seems Cox isn't as responsive unless it about bill pay. Customer Support would always pull a "let's have a tech come in to check your connection", no my connection isn't the issue, the residents in the vicinity is having the issue andCox doesn't seem to understand that. I've asked multiple times to check the main line that goes in our area but no one is sent to check it. There are multiple reports even on Downdetector of the same issue I'm experiencing.3.4KViews1like14CommentsCOX Rated WORST - No surprise there.
Consumer Reports released the results of their survey of telecommunication services. No surprise that COX is in the WORST category no matter whether you look at the "Phne TV Internet Bundles", "Internet Providers", "TV Services" categories. In the "Value" category COX is always the lowest score, and in "Customer Service", the second lowest score possible. Where "reliability" was a rating factor, COX scored the median or "average" value. Same with "speed". Why can a company with record (and increasing) profits sustain such growth with mediocre to poor services? UNREGULATED GOVERNMENT GRANTED MONOPOLIES! As in CA where COX hip-pocket politicians in the state legislature approved a carve up of the state into monopoly zones for telecom services among COX, COMCAST and XFINITY. This allowed COX for the longest time to keep its hip-pocket county commisioners from issuing construction permits to Verizon (local landline phone provider) to update their copper line to fiber which caused Verizon to abandon their services in my area to Frontier, a Chinese company that, because of Chinese law, has to make all communications on its networks available to Chinese military and industrial "intelligence" services without any type of legal review or check and balance. Why the Chinese interest in this area? It is fairly dense with high-tech companies with leading edge tech in medical, aerospace, military and civilian telecom, power generation and distribution technologies, the very areas Chinese spying has been penetrating and stealing for decades. FINALLY (probably due to anti-American Trumpists in the telecom regulating agencies from Fed to state level) Frontier was able to break the COX stranglehold on the permitting process and has just started to upgrade the local copper network to fiber, and in limited neighborhoods, offer high-speed internet via fiber. COX current response in an advertising campaign specifically calling out Frontier on speed based on their historical DSL service in order to be sure no one notices that they are transitioning to Fiber. In addition COX falsely claims a 99%+ up-time/reliability that I have not experienced EVER in Cox internet service, and in their TV service since the early 2000's. To bleed as much money out of existing customers before they discover there may be a more reliable and cost-effective option, COX has increased its customer abuse tactics. For example, charging for streaming services that are only available with a DVR-enable Cox receiver, while they KNOW you are only provisioned with (and charged for) non-DVR capable receiver (and stating when, called on the fact that their Web site says YOUR receiver IS capable of receiving the streaming service - i.e. HBOMax - that you need to upgrade to the DVR capable box at an addition $10 - 15 per month in order to use the service you are being billed for!). Another example: Initially signed up for the lowest internet speed package (at the time 100 mbps) when Verizon disabled my DSL by wiring in a new office complex between my home office and the switch so that the wire run to my house put me outside the DSL capable distance for their copper network. Subsequently I got (and saved) emails from COX telling me how I was getting a "free speed upgrade" to my existing internet service. Of course, these never appeared - at least not according to Ookla Speed Test. What did appear over time was a doubling then tripling of the "Ping" time over my DSL service which I believe is COX's interception of internet/website requests for purposes of privacy violating profiling and corporate throttling "for fun and profit" from data miners and corporations that want "priority" access to COX users. Then to rub salt into thw wounds, COX eliminated the 100 and 150 Mbps tiers, automatically "upgraded" those users to 250 mbps with an overall 40%+ fee increase, BUT NEVER UPGRADED THE ACTUAL SPEED OF THE CONNECTION!!! When contacted, they tried to tell my wife (take advantage of an ignorant woman, they thought - except she shares the same software engineering creds as I have) that in order to get these new speeds we would have to upgrade our equipment to COX "panoramic" (mesh) WiFi, which is total BS especially for a home with one computer wired to the router, and one light-use tablet connected to the internet VERY SPORADICALLY throughout any given day. (No social media accounts, little to no looking at videos, mostly email, some shopping, and some info research for non-digital hobbies.) When challenged, the excuse became, "well your modem is too old - you need to upgrade it". I've been using my own Netgear DOCSIS 3.0 modem since the beginning with COX, and the only problem is their frequent outages that sometimes the own up to as "maintenance" and other times as "outage in your area" always with the same predicted fix time of 6:00 am the next day. Despite knowing this was total BS on COX's part, I went to their web site and found a modem they claimed was DOCSIS 3.1 and compatible with their service. I purchased the modem from BestBuy, but when following the modem manufacturer's instructions for COX activation via COX web site, it failed (waited on activation to complete for several hours and gave up). I then called COX tech support number listed for Internet service activation, provided the tech with the MAC etc. and while waiting for the activation which he could not do, he tried to set up a "service call" by a tech with a replacement modem since the one I had could not be activated (despite all status indicators being normal). I told him that the modem was purchased from BestBuy and then he told me "UNLESS THE MODEM IS SUPPLIED BY COX IT WILL NOT WORK WITH COX INTERNET SERVICE". So, once again COX web site falsely advertises available services for specific hardware models! AND THEY GET AWAY WITH IT BECAUSE THEY ARE AN UNREGULATED MONOPOLY TELECOM PROVIDER!! AND THE KNOWINGLY CONTINUE TO MAKE FALSE CLAIMS AND "SERVICE ADJUSTMENTS" SOLELY TO INCREASE PROFITS WITHOUT IMPROVEMENTS TO QUALITY, QUANTITY OF SERVICE OR "CUSTOMER CARE". That's why, when talking to anyone about my telecom services I say, "COX - say it out loud - that's what you have to deal with - a bunch of....!1.8KViews4likes3CommentsCox install contractors
I've had cox Internet before about 4 years ago, recently had it reinstalled. The coax line from the outisde box ran to front of the house the the coax jack going into the house to hookup into the modem. Since then I've changed where my computer is located and where I put the modem. Now I want the coax jack to run to the back of my house to a back room. Do that I don't have to run coax through the attic. I have a brick home. The original instal had no masonry drill bit to go through brick. Rescheduled another contractor and had a note put on the ticket that I have a brick home. That contractor didn't bring a masonry bit. He goes to buy one then tells me two hardware stores didn't have them. Third contractor showed up. Not only did they NOT have a masonry bit. But they didn't have drill. Who goes to a job without a drill when your job will most likely have you using a drill. Cox has a serious problem with their contractors.238Views0likes1CommentCox Increases Fiber-Powered Internet Speeds for Most Customers
I saw this post on the Cox website and was excited:https://newsroom.cox.com/Cox-Increases-Fiber-powered-Internet-Speeds I checked my service speed on cox.com and it looks like I was upgraded to 500Mbps (From 250Mbps). When I performed the speed test on my Cox Panoramic Wifi modem through the "Cox Wifi" app it said my plan speed was still 250Mbps. It looks like they are still having problems rolling out this service. I reset my modem multiple times speaking with a Cox representative and unplugged all cables from the modem to get it to restart. Still no luck. Is anyone else having issues getting the Service speed of 500Mbps to match the plan speed of 250Mbps in the Cox Wifi App? Whenever I perform a speedtest I am able to get 300Mbps of 250Mbps, but nowhere near the 500Mbps service speed. I even disconnected all devices in my household and still received between 299Mbps-300Mbps on all 8 of my tests through the Cox Wifi App.Solved2.6KViews0likes33CommentsTech support "Live Agents" are just AI sales bots that offer 2 solutions, upgrade your service or an invasive costly tech visit. Is anyone else tired of this scam and about to switch to modern G5 and escape this old coax wire web of deception?
"Live Agents" are AI sales bots that sell services and dont provide solutions960Views1like17CommentsInconsistent internet connection
My internet has been going in and out for the past week. So they sent a tech out (didn’t mention a fee) and he advised to get a letter from the apartment office to rewire my apartment. Should have told me before he came out. The tech did not fix the issue. My service keeps dropping. Every night there is an outage in my area. Cox doesn’t want to take to blame so they don’t have to pay or reimburse my service that have been spotty at best. Terrible customer service. The signal is bad cause cox needs to rewire all the apartments. Old wiring outdated connections. Fix issue. Terrible customer service to keep dealing with same issue. Fix the problem!!!392Views0likes2Comments