Issues with Gigablast and the HORRENDOUS "support" I have received from Cox.
I upgraded to GigaBlast on September 27th. What I have experienced since that time is nothing less than consumer neglect. It's absolutely absurd what I have to go through to get the service I'm paying for. Series of events: 27 Sep. 2018-Upgrade to Gigablast. Monitor speeds over the next week with no significant change from the Ultimate 300MB speeds. Since this time, I have had multiple engagements with the social media department, and cox online support. I have described my issues so many times I hear it in my sleep. I'm passed from technician to technician that wants me to start over my troubleshooting, and then assigns a new field technician to come check the equipment at my house. (Each time I'm promised a "Senior Field Technician" as a response to an ongoing issue wants such. Field technician shows up at my house, doesn't know anything about GigaBlast, and calls their supervisor who tells them to open a maintenance ticket. Three days go by, I reach out to FaceBook again. I'm told the ticket was resolved because the maintenance team said everything looks good and closed the ticket. But I still have terrible internet. I get on the line with Arris (Manufacturer of Modem) and they open a ticket, identifying the signal COMING from Cox cable is not configuration correctly. I perform a full factory reset on my modem, and the in house wireless router. So I communicate this with a tier 2 technician who identifies a misconfiguration on the part of Cox Cable, and dispatches a field technician. The Field technician reschedules multiple times before showing up LATE on a day that I stressed needed to be gone by 6pm at night. He came another day, and replaced the modem in my house with one that he, and the online technician PROMISED me would fix my issue, and prove that my equipment is the cause of the problem. It didn't. All his signals were great, but the new PROMISED modem couldn't supply more than 300MB download speeds, even though the signals looked good. He left with no other answer than that he needs to open another maintenance ticket. I go on tirade to FB and am dismissed after several attempts/demands for more technical assistance. Nope...They opened the ticket and had another maintenance team come to my house. I see the maintenance guy drive up....plug in his meter for 10 minutes...unplugs it...and drives away. He says my signals are good...and closes the ticket. But my speeds are still no bueno. I demanded from FB once again for investigation since I'm STILL NOT GETTING THE CORRECT SPEEDS. I have provided logs from my modem.. I have provided the ticket number with Arris. I have lost all my patience. The FB agent dispatches another promised Senior SUPERVISOR field technician. Who shows up? A guy who has almost no experience with GigaBlast and has zero idea what to do to fix it. So I call and get in touch with another Tier 2 technician that identifies the issue as a misconfiguration on COX's part, and insists that the maintenance team should have identified it by now. The field technician in my house has to dispatch a maintenance request AGAIN. I provide all of the details to the FB team once again, and I'm told to get bent for 72 hours, and have refused to even acknowledged they have received the information I'm communicating to them. And each time I reach a new technician in some other department, I have to start this entire dramatic unfolding over again. And then I'm sent to the back of the line again....with STILL NO CONSISTENT SPEEDS. Cox has been making me jump through hoops and basically finger pointing back to me and my hardware/configurations. I have proven consistently that the configuration mismatch is on the part of COX and I have still had to fight this. I am 100% certain there are people out there who gladly hand their checks over to COX and have the wrong configuration being provided BY COX. I have spent dozens of hours troubleshooting, reading blogs, communicating the problems to dozens of technicians, and I cannot get help. Actual help. What makes this worse is that when I upgraded from 100MG to 300MB, I experienced a very similar situation. I spent three months fighting with Cox until one actual Cox technician came to my house, requested a change on a node, and drove away with my 300MB service fully functional. I hope if you're reading this, that you're as persistent as I am with getting what you're paying for. I will gladly answer anyone if they want more technical details of my experience to validate my story line. ***Obligatory qualifications*** I'm a senior technical consultant within datacenter virtualization, and storage backgrounds. I can communicate on moderately high level in configuration and design.8.7KViews0likes10Comments
Crazy/Spike/Low Upload/download speed.
For the passed 4 year's my family has suffered from crazy spikes, packet loss, and slow internet provided by cox internet. I have the 30DL/5UL plan, with reg/ cable TV. Issue with it is every few months I get huge packet loss, random disconnects, and slow speeds. this period last for a month or so of consistent calling of Tech support from Cox. Every time I call the support, I get the turn around. It's this, Its that, or try this or try that. I HAVE DONE IT ALL. I do all of it before I call and waste my time. With that being said, I will only go over this event for the sake of dignity to the cox support. 2 weeks ago, I started getting bad packet loss and Jitters. I ran my speeds on cox speed checker, Pingtest . net and speedtest . net. It is clear I was having issues since I was getting web hang ups and everything. I call tech support for them to only send out 2 techs. These techs plugged in their unit and that was it. Said they didnt see anything that is causing it. So few days after they left it stopped. Till about 2 days ago. I started noticing my uploading speed was spiking so bad. I tested it and dub checked it and it was coming back with solid download speed, but the upload was less than half '1.5Mbs' of what I am suppose to get '5Mbs'. I call cox about the issue, and all I get is the reach around. Sent to a Tech 2 support guy to tell me the same thing "cant find anything wrong" "Try this Try that.. Still nothing. Still getting ** upload. here is a set of upload/download speeds done directly on cox internet speed.. Now keep in mind when you see them, I pay for 5Mbs upload speed. The Download speed is actually higher than what i typically get. http://tinypic.com/r/2dvpqon/5 I have a tech coming out again tomorrow.. So lets see where this leads. Question is, Does anyone els have this issue?8.4KViews0likes7Comments
How can I get Cox to pay attention to a problem beyond a simple Tier 1 problem? (Been trying for four years)
Several years ago I called Cox support about slow up/downloads. . By "low" I mean that for my 18 GB/s service I almost never get about 500MB/s, and often see 10KB or less. A technician came out and agreed my rates were low, because the usage in the area had expanded and the company had not added capacity. He said that everyone in the neighborhood has low rates, and that he would put in a higher level request. Many months later, after no change, I called support again and another technician gave the same diagnosis. He also looked over my modem set up and said it was correct; that the problem was definitely on their side. After another six months the (alleged) higher level request had produced no change. I wrote a letter to Cox Technical support explaining the situation, explaining what happened with the technician visits, and included charts from traffic management software showing the low rates. No response. A few months later I sent a second letter with added charts for the intervening period. No response. After a few months I sent a registered letter requiring signature on receipt. I got the signed receipt card back from USPS, but no response from Cox. After a few more months I sent another registered letter saying that if they didn’t do something I would have to file a complaint with the Better Business Bureau. No response. I called the BBB, including in my complaint all the information I had previously sent Cox. Somebody at Cox responded with a pure boiler plate Tier 1, here’s how to schedule a technician, etc. They obviously had not bothered to read the complaint before responding. , No response. After several inquiries from BBB she told them I could call her personally to schedule a technician. I called her several times and got voicemail. I passed this on to BBB, and she told them she had sent already sent a technician out who found no problem and that someone at the house had “admitted” that a router was in use. I did not know about this technician’s visit and still have no confirmation it ever took place. She persuaded BBB to close the complaint showing me as satisfied since they had not found a problem. I explained to the BBB what had actually happened and they agreed to re re-open the complaint. I then left six voicemails for this woman. On the seventh call a guy answered and said the lady had been transferred and he would be happy to work my problem. Since then I have left him nine voicemails with no response. I have the feeling that I have gotten caught in some backwash corner of the Cox organization, and that their senior management would not be happy if they heard this story. Unfortunately I have no idea who to call. Any suggestions are welcome?4.9KViews0likes10Comments
Router remote management problem
I have a C6300BD modem/router combo that I am trying to access remotely. I have found that when turning on the feature, my remote management address is10.99.xx.xx which is a private ip. I did a trace route to google and found this: 1 1 ms 1 ms <1 ms 192.168.0.1 2 12 ms 9 ms 11 ms 10.99.0.1 3 20 ms 31 ms 15 ms 100.127.0.176 4 10 ms 9 ms 16 ms 24-234-6-44.ptp.lvcm.net [24.234.6.44] 5 21 ms 22 ms 22 ms sanjbprj02-ae0.0.rd.sj.cox.net [68.1.5.186] 6 29 ms 51 ms 32 ms ip70-167-151-23.at.at.cox.net [70.167.151.23] 7 30 ms 30 ms 28 ms 108.170.242.81 8 31 ms 35 ms 33 ms 216.239.49.89 9 99 ms 53 ms 57 ms google-public-dns-a.google.com [8.8.8.8] The first two paths show a private ip which, from what i've been researching, makes me assume that I have a double NAT problem. How can I go about fixing this so I can access my router remotely? I have no other routers involved in this setup, just the C6300BD provided by Cox connected to the cable in the wall.Solved2.8KViews0likes1CommentPacket Loss langbprj01-ae1.rd.la.cox.net
https://ibb.co/NZPBsQv Howdy! I've been doing several mtrs in the past 30 days from our network to meet.google.com, Zoom, and 8.8.8.8 and I'm getting packet loss & jitter. I am using a Cox Gigablast Modem, connected to Cox Orange County, speedtest.cox.com is yielding a whopping 960Mbps down and 30Mbps up, I am directly connected to the cable modem via ethernet, my wifi is turned off,and I get packet loss averaging 1.8% and as high as 5% (which cuts my video and audio calls at home during the pandemic). Could you please offer some advice? This seems to be the offending gateway:langbprj01-ae1.rd.la.cox.net - 1.8% Packet LossSolved2.4KViews0likes4CommentsWhy does an internet and email service provider NOT provide an email contact for the company?
I just spent 15 minutes trying to find a way to contact Cox via email regarding a possible service issue. Finally, I found a response to a similar question that someone else posed. Why on earth do you NOT provide such a contact? I don't want to talk on the phone. I don't like to talk on the phone. My issue was easier to explain in writing. I even attempted (unsuccessfully) to use Chat. I clicked on the chat ling multiple times, and it kept taking me to the same support page without opening a chat window. The only other place I've encountered this much difficulty accessing support is with AT&T. Are you trying to compete with their low level of support?2KViews0likes2Comments
Customer Service and Loyalty Department ignoring my complaints!
I was promised the Gold Triple Bundle Package promotion with 250 channels, all premium channels like HBO, Starz, Sports, Cox Sports, Movie package, On Demand, Cinemax, Music, Variety pack, Free HD, Contour 2 Voice remote control, Super fast gaming internet for multi devices, stream videos, Program recording device, Unlimited nationwide calling in the U.S., Mexico and Canada with all calling features and free device and free self installment, included Tax and all devices for the price he quote me and currently being charged as now. However, I'm not receiving the Gold Triple Bundle, with all the services and devices I was promised at that price. I was put on a inaccurate plan bundle, with no recording device, no contour 2 remote control, no phone service and 140 channels which are mostly local and Spanish channels. I made several calls to your customer service and loyalty department they were happy to provide no solution that honor the prior agreement. Unsatisfied with the lack of customer support from the staff members who helped me; I'm still hoping for a solution. I will like a supervisor contact information or to be contact directly.1.9KViews0likes1CommentBad support number for market?
I live in the Ocala fl area, I have had constant disruptions all day today. I found a support number listed as 888 269 9693 ... labeled 24/7 support... yet when I call it I get a constant busy signal. Getting kind of pissed off... internet won't work ... support number won't work. ... and im typing this through 3g service on my phone -_-1.9KViews0likes1Comment
Why does an internet and email service provider NOT provide an email contact for the company?
I just spent 15 minutes trying to find a way to contact Cox via email regarding a possible service issue. Finally, I found a response to a similar question that someone else posed. Why on earth do you NOT provide such a contact? I don't want to talk on the phone. I don't like to talk on the phone. My issue was easier to explain in writing. I even attempted (unsuccessfully) to use Chat. I clicked on the chat ling multiple times, and it kept taking me to the same support page without opening a chat window. The only other place I've encountered this much difficulty accessing support is with AT&T. Are you trying to compete with their low level of support?Customer Service and Loyalty Department ignoring my complaints!
I was promised the Gold Triple Bundle Package promotion with 250 channels, all premium channels like HBO, Starz, Sports, Cox Sports, Movie package, On Demand, Cinemax, Music, Variety pack, Free HD, Contour 2 Voice remote control, Super fast gaming internet for multi devices, stream videos, Program recording device, Unlimited nationwide calling in the U.S., Mexico and Canada with all calling features and free device and free self installment, included Tax and all devices for the price he quote me and currently being charged as now. However, I'm not receiving the Gold Triple Bundle, with all the services and devices I was promised at that price. I was put on a inaccurate plan bundle, with no recording device, no contour 2 remote control, no phone service and 140 channels which are mostly local and Spanish channels. I made several calls to your customer service and loyalty department they were happy to provide no solution that honor the prior agreement. Unsatisfied with the lack of customer support from the staff members who helped me; I'm still hoping for a solution. I will like a supervisor contact information or to be contact directly.