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?
Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down
Called Cox for new internet options. Told me I was grandfathered in at 150. Quoted me 300 and Giga. Call ended. I had a Netgear 3.0 modem / router combo that worked fine. I buy a 3.0 modem and a mesh router to increase my WIFI area. I try to get it calibrated only to find out I have a work order for GigaBlast speeds and my 3.0 equipment is unusable. So as a patient person I go and swap my 3.0 for a 3.1 modem costing me more money. I call to get the 3.1 calibrated by Cox and it shows all green lights 3.0, no blue lights for Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down. Speeds are 250 down and 20 up and that is before and after a modem factory reset with ONLY my laptop plugged in. Tried with a desktop as well with the same result. - Called and asked was GiagBlast and Docsis 3.1 avilable in my area and told it was - Forced to GigaBlast without request and told I can't return to my original speed - Asked me to upgrade my equipment to take advantage of GigaBlast but when equipment is installed it I only get 3.0 and low speeds - Called from 10am to Midnight and text chat too. After dealing with 6 different people and a whole day wasted I still got nowhere - Best of all I was told no work could be done while there was an "outage" in my area. One that lasted from 2pm to 7pm, and then another that started at 12am forecast to end at 6am. Anybody else have these issues and if so how were they resolved??? - Do yourself a favor and DO NOT, I repeat DO NOT engage in the text chat option from your phone. A waste of time and resources!!!! Similar situations like mine so I know I am not alone when it comes to the level of customer service andtechnical support https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22627/gigablast-activation/86619#86619 https://forums.cox.com/forum_home/internet_forum/f/internet-forum/20283/issues-with-gigablast Standard Specification Compliant Docsis 3.1 Hardware Version 4 Software Version D31CM-PEREGRINE-1.1.1.0-GA-14-NOSH Connection The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem. Startup Procedure Procedure Status Comment Acquire Downstream Channel 957000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 30 Locked QAM256 957000000 Hz 2.6 dBmV 37.3 dB 103 482 1 Locked QAM256 783000000 Hz 1.3 dBmV 37.9 dB 0 0 2 Locked QAM256 789000000 Hz 1.3 dBmV 37.9 dB 0 0 3 Locked QAM256 795000000 Hz 1.4 dBmV 37.8 dB 0 0 4 Locked QAM256 801000000 Hz 1.3 dBmV 37.9 dB 0 0 9 Locked QAM256 831000000 Hz 1.2 dBmV 37.7 dB 0 0 10 Locked QAM256 837000000 Hz 1.6 dBmV 37.8 dB 0 0 11 Locked QAM256 843000000 Hz 1.6 dBmV 37.9 dB 0 0 12 Locked QAM256 849000000 Hz 1.7 dBmV 37.8 dB 0 0 17 Locked QAM256 879000000 Hz 1.9 dBmV 37.5 dB 0 0 18 Locked QAM256 885000000 Hz 1.7 dBmV 37.3 dB 0 0 19 Locked QAM256 891000000 Hz 1.8 dBmV 37.4 dB 0 0 20 Locked QAM256 897000000 Hz 1.7 dBmV 37.3 dB 0 0 21 Locked QAM256 903000000 Hz 1.5 dBmV 37.2 dB 0 0 22 Locked QAM256 909000000 Hz 1.6 dBmV 37.1 dB 0 0 25 Locked QAM256 927000000 Hz 2.3 dBmV 37.3 dB 0 0 26 Locked QAM256 933000000 Hz 2.7 dBmV 37.4 dB 0 0 27 Locked QAM256 939000000 Hz 2.9 dBmV 37.4 dB 0 0 28 Locked QAM256 945000000 Hz 2.8 dBmV 37.3 dB 0 0 29 Locked QAM256 951000000 Hz 2.8 dBmV 37.4 dB 0 0 33 Not Locked Unknown 357000000 Hz -46.1 dBmV 0.0 dB 0 0 34 Not Locked Unknown 363000000 Hz -45.9 dBmV 0.0 dB 0 0 35 Not Locked Unknown 369000000 Hz -45.9 dBmV 0.0 dB 0 0 36 Not Locked Unknown 375000000 Hz -45.8 dBmV 0.0 dB 0 0 37 Not Locked Unknown 381000000 Hz -45.7 dBmV 0.0 dB 0 0 38 Not Locked Unknown 387000000 Hz -45.5 dBmV 0.0 dB 0 0 41 Not Locked Unknown 405000000 Hz -45.8 dBmV 0.0 dB 0 0 42 Not Locked Unknown 411000000 Hz -46.0 dBmV 0.0 dB 0 0 43 Not Locked Unknown 417000000 Hz -46.5 dBmV 0.0 dB 0 0 44 Not Locked Unknown 423000000 Hz -47.2 dBmV 0.0 dB 0 0 45 Not Locked Unknown 429000000 Hz -47.8 dBmV 0.0 dB 0 0 46 Not Locked Unknown 435000000 Hz -48.3 dBmV 0.0 dB 0 0 159 Locked Other 300000000 Hz -47.2 dBmV 0.0 dB 0 0 Upstream Bonded Channels Channel Channel ID Lock Status US Channel Type Frequency Width Power 1 1 Locked SC-QAM 16900000 Hz 6400000 Hz 40.0 dBmV 2 2 Locked SC-QAM 23500000 Hz 6400000 Hz 41.0 dBmV 3 3 Locked SC-QAM 29900000 Hz 6400000 Hz 42.0 dBmV 4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 42.0 dBmV Current System Time:Tue Apr 16 01:05:19 2019
ISP drops, No downstream, No Internet…. why, oh why dear COX do you lie?
How are we supposed to trust you when… - Multiple Cox Representatives, over the phone and via chat, fail to complete account verification - Chat support does not understand the issue as described - Technical support apparently doesn’t know to use their tools and resources - Technical support misdiagnoses the issue, blames the customer, and doesn’t know to look for outages - COX outage information is not accurately reported and does not reflect on outage website - Smart Help self-service troubleshooting also does not report outage information, including from inner notes - Representatives do not know how to check inner notes - Technical support only solutions are 1) Reboot, the problem is on the customer end 2) Replace the modem 3) Charge extra for in person Technician 4) Charge extra to speak with Advanced Technical Support - Technical Support Supervisors argue with the customer in a way that implies the customer is a liar, even with issue being on Cox end - Retention department solution conflicts witheveryone else, including Technical Support Supervisors ISSUE DETAILS: Home ISP went down around 7pm PST last night, in middle of remote work shift. Spent about 6 hours troubleshooting. Couldn’t wait for tech to come last night so purchased new modem. New modem had SAME issue, with no downstream or ISP connection. Reverted setup back to OG and went to bed. Woke up today and everything magically worked. Home network logs show ISP WAN service resumed around 3:30am PST today. Technical support kept saying the issue was with my router and my modem was old (they are still selling same model on shelves btw, it's great! TY Netgear!), even when I had NO router connected, was NOT using Wi-Fi, and was directly ethernet modem connection. All cable connections, including splitter in attic, are solid with no lose or bad anything. No amount of rebooting, restarting, or resetting would fix. Logs indicated packet loss on ISP end and issue was with 2 separate modems (1 was brand new). Oddly during this, both modems did initially connect for 5-10 mins after 1 st reboot and then stopped working. Multiple agents wanted to charge me for having a technician come to home or charge to speak with “advanced support”. Called today to find out what the issue was, what changed, or what triggered the solution so could prevent a next time. Tech agent didn’t understand issue and wanted to troubleshoot an issue I wasn’t having any longer, which was nonsensical. The agent also wanted to charge me for advanced support or to send technician out, which again was nonsensical when I was no longer having an issue. The agent’s supervisor did not listen to issue and kept saying it was an issue with my router or modem. I spoke with retention, who advised me there WAS an outage last night that ended this morning. Those outage details were apparently missed by every other chat and over the phone agents? Really, really ODD. Makes me wonder if retention was blowing smoke or if their Technical Support and Chat groups are really that inadequate. From my experiences, I sadly believe the latter. Work also checks on outages and saw nada. Can’t prove to employer that COX had another outage! At least retention did help with future tech support needs with the Cox Cares support thingy. I appreciate COX not charging me for doing their jobs and supporting their own services...mostly. EFFORTS LOSS: ½ work shift, 6 hours total time last night, 2 hours today, and $300-ish on new modem which needs returning. EFFORTS GAIN: Learned most folks don’t need to pay for the unlimited plans if you keep your data under 1280 gigs a month. Check your data use history and save yourself $50 bucks a month off plan bloat! RESULT: 12/2-12/3 ISP drops – it was them not us! PS. Make sure if you talk to anyone at COX they verify your account. Lots of agents like to skip that step, give account info out, and make changes without it.