My last 2 months with Cox
I would like to relate to you the past couple of months of our interaction with Cox. In May of this year we received an email that said we needed to upgrade our Cable TV because you were switching to a new type of signal. We set up an appointment for the upgrade and Cox mailed out box of equipment that would need to be installed. On the day of the appointment the technician called while on his way. We explained the email we had received. He said that we should not do the upgrade, as it was causing problems. That was fine, we figured he knew what he was talking about. He stopped by and picked up the box of equipment. We thought that might be the end of the issue, but it was not. A few weeks later we received another email restating the need to update our cable TV. I did some digging online and found out that we needed a particular type of Cable box. I called Cox again and spoke with a representative who had that box sent out and scheduled an appointment for another technician to install it. The technician came out and worked for about an hour before giving up. He said that we would need to upgrade to Cox Contour to continue getting Cox TV. When he left he took the Cable box with him. I assumed that it would be marked as having been returned, but that was not the case. I have no interest in your Contour services so we cancelled our Cox TV services and I returned the remaining mini box that was attached to another TV. This past week I received an email stating that we needed to return the remaining equipment or be fined $250. We have nothing to return as the technician already took the primary box and the mini box was already returned. When I asked your representative about the issue, they stated there was nothing they could do until the charge was made. When I canceled the TV services, I worked with an agent who guided me through the website. The website said that Cox would send out a box of equipment for the internet. I told the representative that we didn't need the equipment and asked that it not be sent. She assured me that it wouldn't. Which brings us to today. We received a box with what I think is your Panoramic Wifi equipment. Please understand that I made no changes to our internet services and I don't want your mesh device. I manage the modem and routers in my home and keep them up-to-date and secure. I also see that the online portal hasn't updated our monthly fees to not include the TV service. To recap, the first technician lied to us about needing the upgrade, the second failed to do the upgrade, Cox is trying to charge us for equipment we cannot return because it has already been returned, the latest representative said a box wouldn't be sent out and yet I have a another box of equipment that I have to haul down to the store to give back. We've had Cox services for many years but I've never had such poor service.106Views0likes1CommentOutage since 3pm on 4/1/21
Please reopen the outage notification for the 85260 area near Shea and 101. The outage is being reported as resolved but I can assure it is not. Multiple homes in my neighborhood are down. No TV, no phone, no internet. The Cox app and web browser device resets aren’t working. The live agents keep saying there is not outage notification. Please stop the madness. We are wasting resources on all sides.1.3KViews0likes4Comments
Customer service hours
This is silly, but I can't seem to find the hours for residential support (except the local store). Oliver tells me there are agents available 24/7, but when I try to click through, it tells me that it's closed and to try later. I am having the same experience with phone support, even though it's after 8am EST, which was the starting hour according to the only page I found that showed a start time at all. It says there is currently a high call volume, also, which is weird if service is closed. Thanks!1.1KViews0likes0Comments
connectivity
anybody from Warner Robins still with service? We're located on the Northside of Warner Robins and have been without internet since Monday afternoon. Electricity was restored Tuesday 2am. Keep getting the runaround from Cox. One minute they say they have technicians in the area then they say itll be the next day. Our entire street is out with no assistance in sight. Cox please send in an order or I'm going to have to cancel my service.1KViews0likes1Comment
Arris SB6190 Cable Modem - RCS Partial Service and SYNC Time Sync Failure (100% Packet Loss)
I've gone through 3 cable modems, 3 wireless routers, and a handful of ethernet cables thinking it was a problem with my hardware. I've blocked every other device on the network for troubleshooting this. It's just my PC on it, hardwired in. The internet works without issues for about 90-120seconds at a time, then there's a 30 second period where I get 100% packet loss on everything. I can't get on any websites, I get disconnected from any games I'm running, etc. Then after 30 seconds, everything reconnects okay. I've rebooted all of my devices three times. I've called Cox and they said everything is testing fine. There's no Cox maintenance in the area and no outages. No construction in the vicinity.Is there anything I could do to diagnose this? Can I buy anything to test the coax drop in the wall or something? https://www.docdroid.net/tJH6C5a/event-log.pdf.htmlscreenshots of the Event Log from the modem page https://www.docdroid.net/RFmVJY2/status.pdf.htmlscreenshots of the Status page but I don't know what any of this means12KViews0likes11Comments
Recent Sporadic Internet Outages - ZIP 92630
I am posting here (at my work NOT on a Cox connection...) while my wife is currently working with phone support at home to regain our internet connection and/or get a technician scheduled. We've had intermittent outages over the past week in the area of zip code 92630. Chat support on Monday 7/18 indicated it was a widespread issue. Call support Tuesday 7/19 also indicated it is a widespread issue. Most times it goes down for hours at a time, comes back for a few hours, and then fails for hours again. We have manually reset the modem/router multiple times, tried a direct wired connection from modem to PC (no help), and had call support reset our modem to no avail. No splitters, no fancy business, just your basic setup. I am wondering if anyone else in the area is having similar issues to indicate this is a larger scale issue than just our modem/home. Hopefully a visit from tech support will alleviate some of this problem - my wife is a remote worker and highly dependent on a stable home connection. The lack of quality and consistency is making us greatly consider another ISP if this cannot be resolved expeditiously.1.5KViews0likes1CommentCall Log
I requested a call log at my local Cox retail store on 2/4/16. What is the status? I was told that somebody would contact me within 7-10 business days. Please be aware that this request is related to the fiasco I encountered with many Cox technicians and support individuals regarding the fact that Call History didn't work prior to January 21.3.7KViews1like1CommentCan I temporarily disable my Cox Internet service?
As you can see, my question is about temporarily disabling my Cox Internet service. So, is it possible with Cox? Can I temporarily disable my Cox Internet service? The reason that I am asking this is because I am in the middle of getting caught up with my bills at this time and I don't want to end up falling short on what I owe to continue using the product sold to me. There is one more thing. In regards to disabeling my service for the Internet, will the charge be pro-rated. Therefore, I should only be paying the amount due towards the time I've been active. If this is the case, then is it safe for me to unplug the router from the outlet leaving me costless of the fact that the item was turn off? I am confused and would like to receive some clarification upon the Cancellation/Suspension Policy if that exist then that would be great to learn more about. I will be looking into the best response to resolve my dilemma. :)Solved5.4KViews0likes2Comments
How do I monitor the duration of my out going calls on my restricted cox digital phone service
The Phone Call Log shows what time, date, who I called but does NOT TELL ME THE DURATION OF THE PHONE CALLS. SINCE I AM RESTRICTED FOR A HALF HOUR OF CALLS A MONTH, I REALLY NEED TO KNOW THE DURATION. I already had problems being overcharged and if I GO OVER THE HALF HOUR LIMIT A MONTH, THEY CHARGE ME .50 A MINUTE. IT IS NOT FAIR TO THE CUSTOMER SO THEY CAN PROVE THEY WERE NOT OVER THE LIMIT BECAUSE IT PURPOSELY FAILS TO SHOW YOU THE DURATION OF ALL CALLS GOING OUT. I NEED HELP WITH THIS REALLY BAD. THEN THEY CHARGED ME MORE PHONE USAGE FEES UNDER ANOTHER USAGE FEE, WHICH I AM BEING CHARGED MORE THAN DOUBLE.3.7KViews1like2Comments
Outage since 3pm on 4/1/21
Please reopen the outage notification for the 85260 area near Shea and 101. The outage is being reported as resolved but I can assure it is not. Multiple homes in my neighborhood are down. No TV, no phone, no internet. The Cox app and web browser device resets aren’t working. The live agents keep saying there is not outage notification. Please stop the madness. We are wasting resources on all sides.Customer service hours
This is silly, but I can't seem to find the hours for residential support (except the local store). Oliver tells me there are agents available 24/7, but when I try to click through, it tells me that it's closed and to try later. I am having the same experience with phone support, even though it's after 8am EST, which was the starting hour according to the only page I found that showed a start time at all. It says there is currently a high call volume, also, which is weird if service is closed. Thanks!
