Can't get Cox to successfully connect my new SB6120 modem.
cox costumer service and techs have failed to help me activate my new motorola sb6120 modem. Although they have said that the modem is broken and to return it, I've called motorola and have had second opinions from other techs and they've all said that the modem works fine, that the problem is from the ISPs end. Everytime i've asked cox to update my modem with the latest firmware and reprovision it, they refuse to acknowledge my questions and requests. there are a lot of people with this problem online, do any other cox users have or at any point had this problem? Any help would be greatly appreciated.8.2KViews0likes18Comments
Incompatibility issues with Cisco DPC3010 and wireless routers
We upgraded to ultimate and went to purchase a Cox compatible modem. The one at the store was Cisco DPC3010. I had it installed, then, when speeds were questionable, a tech came out. He fixed it up. Now though, we both noticed a problem: I have two wireless routers--Netgear WPN824 and a Rosewill RNX-N360RT(brand new). Both of them, with less than a foot away from the PC we were testing, gave around 11-30mbps down and 1-10up. Wired connection pulled in at 129Mbps down, 41 up. These are two different wireless routers by two separate manufactures I've tested with default settings, while the tech was standing next to me. We are both clueless as to how to approach this. I have read in some rare occasions that Cisco products tend to not play well with other routers. I don't want to spend more money in this upgrade by blindly purchasing a new router or a new modem without some certainty. If anyone else has had this issue with DPC3010 not playing well with wireless routers, or have a router that works well with it giving out full speeds, please let me know. Thanks in advance.7.5KViews0likes5Comments
Unacceptably Slow Performance
For the past few days, and various times. Afternoon, evening, and late at night, our connection in the house has been fluctuating at an alarming rate. I believe we are on the preferred or premier package, one that offers 20-30mbps down. For weeks I've been seeing speeds just barely hitting around 20.50mbps download (on the days it works correctly) only for the connection to spend most of it's time at terrible speeds on other days. Example below: We had a tech come out several months back (this problem has been present off and on as far back as late 2012,) couldn't find a problem, had no idea what packet loss was, etc. It was worth mentioning Cox had been doing line maintenance in the area both before and after the problem was noticed. After their "maintenance," I started seeing it get as bad as the following: Is there anyone in the Hampton Roads area, specifically around Portsmouth (State of Virginia) experiencing issues like this? Can anyone at Cox shed some light as to what the problem might be? I've called the automated support number numerous times. I've power cycled the modem and router numerous times and checked all my lines and connections inside the house, it's nothing on my end, at least nothing I can do anything about personally to my knowledge. Any assistance would be greatly appreciated! Thank you.4.4KViews0likes5Comments
Continually horrific intermittent Internet service in a Phoenix, AZ suburb for months.
Since October 7th, 2017, I have had miserable service at my home in the Phoenix-area "East Valley." I have had a minimum of 38 (THAT'S THIRTY-EIGHT!) witnessed outages, many called "unplanned outages" by Cox. A few techs have checked and rechecked wiring at my home, have replaced wiring and contacts, have blamed low signal levels and line noise, and despite my many weeks of extraordinary patience, have left me and others in my neighborhood with ratty, miserable Internet intermittencies. If you call in to Cox to report the outage that Cox "tailors specifically to your needs," you might not get a Cox employee...you could be speaking to a Cox "Business Partner." From my anecdotal experiences, Cox "Business Partners" many times fail to even document your call, so be sure to ask if they are a Cox employee or a subcontractor. Hang up if it's the latter....because if you have a string of outages, Cox will not have an accurate count on the outages and may not believe you. Do not hesitate to call for a supervisor on the line. Tier one agents are a bit limited in latitude to do certain things, like giving you credits on your account. The biggest problem is that the information flow is unidirectional. You call Cox, report your outage, they log it and wait until others in your area also call in, then and only then will they send a report upstream to the field technician dispatchers. When and if the field technicians deal with the issue, they rarely report to the agent you spoke with or comment on your account as to what caused the outage. I have been driven to the point of near-madness explaining and re-explaining to each and every "new" agent how many outages I've had and how poor the response to correct these ongoing issues have been. I have been in touch THREE TIMES with the Atlanta, GA Cox headquarters discussing with Stacy and Michelle these recurrent outages but they too are limited by the fact that they are at the mercy of a field technician who may or may not document what they found and how they fixed it. Cox's philosophy when it comes to troubleshooting system intermittencies is very haphazard. Rather then monitor a suspect line leading back to their signal distribution point, they wait until a customer has the outage to begin troubleshooting allover again. Trying to narrow down where in the signal path a problem is when you only monitor the line intermittently is like playing a game of Russian Roulette. I tried to explain that this technique ignores the fact that customers are expecting uninterrupted service and aren't getting it, but customers like me who are already paying big bucks for Unlimited Internet have a right to exhibit less patience and have higher expectations of quality service. One technician who came to my home indicated that because others on my block were having recurrent problems, that a "neighborhood node" might be having issues. I have asked countless times about what they found out about our neighborhood node, but the telephone agent reports that nothing about it has been documented as far as they could see. So field technicians may or may not be dispatched, and if they are, they don't document what they find or don't find. I've been a Cox customer for 24 years in the Phoenix valley....and of all of those years of service, this last year has been the absolute worst. Moderators posting to this Forum will respectfully try to help, but they are kept in the dark about what is REALLY going on with faulty equipment in the field. They may not appreciate posts like this, but I just can't lie. When you make contact with Cox headquarters in Atlanta and speak to the upper echelon of Customer Support and still don't get anywhere, you have to conclude that Cox Communications isn't too concerned about a bad customer service reputation. After all, they just started the extortion program on October 1st, 2017, where after you hit 1 Terabyte of transfer, you are billed at $10.00/50 GB or can subscribe to the $50.00/month add on for Unlimited data. I did the latter and my service went right into the toilet. So what is left to do? The Arizona Corporation Commission advised me to report this continually bad service to my local municipality. I am in the midst of doing that. I don't expect miracles. But if enough of you customers don't get action on your own bad connectivity issues, make sure you let your city government know about it. Finally, make sure you get comfortable accessing your cable modem's event log file. You may even want to print the daily log out on days when you have dropouts. Save the page as a pdf or print the darn screen out. It seems that the cable modem I have (an Arris SB6190) clears its event logs daily. Your modem will not lie about bad service from Cox. Using your browser, in case of the Arris modem, type in 192.168.100.1 and hit enter. You'll be in your modem's logs. Those records may be your only proof of bad service. Our society has driven itself to be very dependent upon a functional Internet connection. Many financial institutions expect you to transact business over the Internet. Many of you are streaming live TV over that connection. Many of you have Voice Over IP services that depend on the Internet. Some of you have your alarm systems communicate via VOIP to a central station for your alarm services. Some of you have surveillance systems that depend upon this connectivity. You simply should not have to put up with frequent intermittencies. But I can assure you that in the fine print...in Cox's Terms of Service, Cox waives any responsibility should the Internet go down in the middle of a financial transaction, or simultaneous to an alert of a fire or break-in of your residence, or an important phone conversation. If you lose money or valuable time or data because of Cox's failure to provide the service it advertises, you have absolutely no recourse. And the higher-ups at Cox really appreciate that.3.2KViews0likes8Comments
Cox Contour (Arris ax013nm) diagnostics screen / signal strength?
is there adiagnostics screen / signal strength on the CoxContour (Arris ax013nm)? for the past two weeks I get a RDK-03030 error message and must reboot the DVR. it takes much longer then it use to boot back up. 4 to 6 minutes when it use to take 2 minutes. Had a tech out yesterday and said I hadhorrible signal strength he ran a new line from PED to house, that did not fix issue if it was even an issue. I would like to testsignal strength as it could be PED to COX servers. I am guessing I have to swap DVR but wanted to test signal strength before trenching new line and losing all my recorded shows.1.7KViews0likes0CommentsAris SB8200 unable to connect to internet even when all lights are solid and correct MAC and serial number in the Cox system.
I am a new customer and I am trying to use an Aria SB8200 that I had previously used with Xfinity. I factory reset the modem and it boots to completion showing all solid lights, but I am still unable to connect to the internet. I am able to reset my router through the Cox web service. Was on the phone with Tech Support all evening and they weren't able to make it work on their end. Is it the cable modem? It was working perfectly with Xfinity and it is on the list of modems that Cox says will work.516Views0likes0Comments
Cox Contour (Arris ax013nm) diagnostics screen / signal strength?
is there adiagnostics screen / signal strength on the CoxContour (Arris ax013nm)? for the past two weeks I get a RDK-03030 error message and must reboot the DVR. it takes much longer then it use to boot back up. 4 to 6 minutes when it use to take 2 minutes. Had a tech out yesterday and said I hadhorrible signal strength he ran a new line from PED to house, that did not fix issue if it was even an issue. I would like to testsignal strength as it could be PED to COX servers. I am guessing I have to swap DVR but wanted to test signal strength before trenching new line and losing all my recorded shows.Aris SB8200 unable to connect to internet even when all lights are solid and correct MAC and serial number in the Cox system.
I am a new customer and I am trying to use an Aria SB8200 that I had previously used with Xfinity. I factory reset the modem and it boots to completion showing all solid lights, but I am still unable to connect to the internet. I am able to reset my router through the Cox web service. Was on the phone with Tech Support all evening and they weren't able to make it work on their end. Is it the cable modem? It was working perfectly with Xfinity and it is on the list of modems that Cox says will work.