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Anyone use Cox for internet? Something weird with their service.

 
Only Me
Strawberry Girl

User ID: 28774041
United States
09/06/2020 12:35 PM

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Anyone use Cox for internet? Something weird with their service.
I've been having trouble for a few weeks with intermittent outages and I've spent a lot of time on the phone with customer service.

They sent a guy out and he was like, "welp, nothing wrong on our end. You must need a new router"

Dude, we spent a lot of money on that dang router less than a year ago...some Nighthawk something....I dunno...my bf could tell you what it is. But the point is it's a good router.

Tech guy is like, yeah but there's nothing wrong with the service.

So he leaves.

And since he left, we've had the fastest speed ever with no issues of it going out. It's slightly faster than what we're paying for, even.

How is that possible?

Think they nerfed us? Coincidence?
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.
Anonymous Coward
User ID: 59128047
United States
09/06/2020 02:37 PM
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Re: Anyone use Cox for internet? Something weird with their service.
You have to unplug it from the network periodically and wait 20 seconds before reconnect. It will reset whatever hangups.
Anonymous Coward
User ID: 78923177
United States
09/06/2020 02:45 PM
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Re: Anyone use Cox for internet? Something weird with their service.
As for your frequent disconnections, is your router a cable modem/router combo? Make sure its compliant with their system.

What I've found by searching:

Here Are Best three Routers for Cox Cable Internet in 2020:

1. NETGEAR Nighthawk Smart WiFi Router (R7000) – Best Overall
2. Nighthawk C7000 4X8 Cable Modem/Router – Best Combo
3. TP-Link AC1900 Smart Archer A9 – Budget Pick

Source: [link to pickmycablemodem.com (secure)]

The cable modem is critical for the connection to the cable system. A router is more of an accessory for the customer and isn't nearly as important. If the cable modem is separate from the router, here's a list of "Cox Certified Cable Modems":

[link to www.cox.com (secure)]

As for your internet speed, it will be very slow even with the right hardware, until Cox has the MAC address of your cable modem in their system. I had to read mine to customer support over the phone. After that, my speed was blazing fast. The tech guy they sent out to you probably took care of getting your MAC address into their system.

Good luck.
Only Me  (OP)
Strawberry Girl

User ID: 28774041
United States
09/06/2020 06:34 PM

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Re: Anyone use Cox for internet? Something weird with their service.
Thank you for the in depth reply! I'm going to show it to my bf. He's currently looking for the best new router to buy, so this will help a lot. He does like nighthawk, so I bet he gets the first one.
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.
Anonymous Coward
User ID: 79343986
09/06/2020 06:36 PM
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Re: Anyone use Cox for internet? Something weird with their service.
Do you love cox?
Just Another Potato.

User ID: 79270754
United States
09/06/2020 06:48 PM

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Re: Anyone use Cox for internet? Something weird with their service.
Ours is bad too and we just got a new router
Just Another Potato.
Anonymous Coward
User ID: 74021232
United States
09/06/2020 06:52 PM
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Re: Anyone use Cox for internet? Something weird with their service.
You have to unplug it from the network periodically and wait 20 seconds before reconnect. It will reset whatever hangups.
 Quoting: Anonymous Coward 59128047


This, I do that about once a week
Constant Parad0x

User ID: 79128512
United States
09/06/2020 07:03 PM
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Re: Anyone use Cox for internet? Something weird with their service.
I've been having trouble for a few weeks with intermittent outages and I've spent a lot of time on the phone with customer service.

They sent a guy out and he was like, "welp, nothing wrong on our end. You must need a new router"

Dude, we spent a lot of money on that dang router less than a year ago...some Nighthawk something....I dunno...my bf could tell you what it is. But the point is it's a good router.

Tech guy is like, yeah but there's nothing wrong with the service.

So he leaves.

And since he left, we've had the fastest speed ever with no issues of it going out. It's slightly faster than what we're paying for, even.

How is that possible?

Think they nerfed us? Coincidence?
 Quoting: Only Me


That's all they ever do. Their MO seems to be to blame customer equipment for any outage. A couple years back I had them out here twice with similar service issues and their only solution was to send somebody out here to do the same shit a 3rd time. When I refused, they kept blaming my modem and wanted to replace it with one of theirs. I told them "sure, I'll let you put your modem in, if you waive the rental fee." Of course, she didn't want to do that. I even said, just waive it for 30-60 days... if it fixes the issue, I'll buy it from you, if it doesn't, I'm putting the old one back and want to know what Cox's next step is in the troubleshooting process. She didn't want to play ball, so I ditched them for centurylink for a year(bad decision).

At any rate, these networks fluctuate in signal with things like temperature and weather. They can also have a device like an amplifier that exhibits intermittent problems, or there may be an interference source caused by a device that's hooked up at a customer's house that only causes the problem when turned on.

The problem here was a T4 timeout which means that the head end stopped communicating with my modem. This usually means their network is overloaded. About 6 months after I dumped them, Cox came through the area with trucks laying down new fiber, and 2 months after that I had someone knocking on my door from Cox telling me about their upgrade in the area and trying to get me back on their network.

I think its interesting that they take the "blame the customer equipment" approach because I ran a very large, very multi-site WAN(400 sites) years back and failed CPE (customer premises equipment) was pretty low on the list of failures. Typically, if it failed, the failure was obvious - got fried by a storm, something leaked on it, it keeps rebooting itself, etc. If they have any kind of a real NOC, they can see on their end that a large amount of equipment in an area is experiencing an issue. I don't see what's to be gained by pissing off everyone on an entire node (something like 250 people, maybe more these days) to the point that they all cancel their service....
++Richardson++

User ID: 79280147
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09/06/2020 07:11 PM

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Re: Anyone use Cox for internet? Something weird with their service.
I've been having trouble for a few weeks with intermittent outages and I've spent a lot of time on the phone with customer service.

They sent a guy out and he was like, "welp, nothing wrong on our end. You must need a new router"

Dude, we spent a lot of money on that dang router less than a year ago...some Nighthawk something....I dunno...my bf could tell you what it is. But the point is it's a good router.

Tech guy is like, yeah but there's nothing wrong with the service.

So he leaves.

And since he left, we've had the fastest speed ever with no issues of it going out. It's slightly faster than what we're paying for, even.

How is that possible?

Think they nerfed us? Coincidence?
 Quoting: Only Me


We've had Cox, and there have been at least two outages in the past couple weeks. BUT, I have to say, after the first, speeds went dramatically up. After the second outage, no change. Still fast.

We had fiber run through our neighborhood a couple years ago, which changed everything for the better.
Peace in our time? All it took was everybody about to die.
Anonymous Coward
User ID: 77332124
United Kingdom
09/06/2020 07:11 PM
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Re: Anyone use Cox for internet? Something weird with their service.
Cox is the DEVIL!

Do you really expect that bitch to work?
Anonymous Coward
User ID: 79341452
United States
09/06/2020 07:15 PM
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Re: Anyone use Cox for internet? Something weird with their service.
Wheres that Obama at 10buck a month dsl service...

9 down..1.5 up
Anonymous Coward
User ID: 78759108
United States
09/06/2020 07:16 PM
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Re: Anyone use Cox for internet? Something weird with their service.
I've been having trouble for a few weeks with intermittent outages and I've spent a lot of time on the phone with customer service.

They sent a guy out and he was like, "welp, nothing wrong on our end. You must need a new router"

Dude, we spent a lot of money on that dang router less than a year ago...some Nighthawk something....I dunno...my bf could tell you what it is. But the point is it's a good router.

Tech guy is like, yeah but there's nothing wrong with the service.

So he leaves.

And since he left, we've had the fastest speed ever with no issues of it going out. It's slightly faster than what we're paying for, even.

How is that possible?

Think they nerfed us? Coincidence?
 Quoting: Only Me


They're in the process of changing names from "Cox" to "Cocks," and it's reeking havoc in the server renames.

ohyeah
Anonymous Coward
User ID: 79349098
Portugal
09/06/2020 07:18 PM
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Re: Anyone use Cox for internet? Something weird with their service.
I live in a small village inhabited by about 400 people and we have up to gigabit fiber here. You can have 100, 200, 500 and 1000 mbps. How about that?
Constant Parad0x

User ID: 79128512
United States
09/06/2020 07:26 PM
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Re: Anyone use Cox for internet? Something weird with their service.
I live in a small village inhabited by about 400 people and we have up to gigabit fiber here. You can have 100, 200, 500 and 1000 mbps. How about that?
 Quoting: Anonymous Coward 79349098


The whole world has it except for most parts of the US.

The US has some unique problems in that regard... namely its about 108X the size of Portugal, for starters.

Running Gig-E to 400 people, which is about the size of a large US office building, is a whole different ballgame than running to 100,000 in an entire county or 30 million in a state.
Anonymous Alien

User ID: 78682637
United States
09/06/2020 07:35 PM

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Re: Anyone use Cox for internet? Something weird with their service.
I had a lot of issues with them for a few days. I did change the DNS servers to those trinity mentioned. That might have helped some. Finally, I ended up adding a splitter on my line after I noticed the power levels were too high. No more issues after that.
Constant Parad0x

User ID: 79128512
United States
09/06/2020 07:56 PM
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Re: Anyone use Cox for internet? Something weird with their service.
I had a lot of issues with them for a few days. I did change the DNS servers to those trinity mentioned. That might have helped some. Finally, I ended up adding a splitter on my line after I noticed the power levels were too high. No more issues after that.
 Quoting: Anonymous Alien


They should be able to fix that on their end. I'm actually not sure what Cox does... but the Comcast techs could actually adjust the signal level at the tap with a gadget they brought with them.
Anonymous Alien

User ID: 78682637
United States
09/06/2020 08:46 PM

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Re: Anyone use Cox for internet? Something weird with their service.
I had a lot of issues with them for a few days. I did change the DNS servers to those trinity mentioned. That might have helped some. Finally, I ended up adding a splitter on my line after I noticed the power levels were too high. No more issues after that.
 Quoting: Anonymous Alien


They should be able to fix that on their end. I'm actually not sure what Cox does... but the Comcast techs could actually adjust the signal level at the tap with a gadget they brought with them.
 Quoting: Constant Parad0x


I figured as much, but then I was afraid they might try to charge for the service call. Anyway, no more disconnects. I do see some Uncorrecteds now, but doesn't seem to hurt much.
Only Me  (OP)
Strawberry Girl

User ID: 28774041
United States
09/06/2020 09:08 PM

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Re: Anyone use Cox for internet? Something weird with their service.
Do you love cox?
 Quoting: Anonymous Coward 79343986


No, but it's the only game in town other than AT&T, but I hate AT&T so....we're kinda stuck.
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.
Only Me  (OP)
Strawberry Girl

User ID: 28774041
United States
09/06/2020 09:11 PM

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Re: Anyone use Cox for internet? Something weird with their service.
also cable modems share a hub with the neighborhood

you'll notice slower speeds during 'prime time' when everyone in the neighborhood is using their cable modem

they probably need to increase the infrastructure in your neighborhood

try to get fiber if it's available in your area, it goes for about the same price and is MUCH BETTER
 Quoting: ^TrInItY^


The tech guy said they were splitting the node and that would make it better.

No fiber, sadly.

I'll tell him to try the DNS thing.

Thanks!
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.
Anonymous Coward
User ID: 78704550
United States
09/06/2020 09:26 PM
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Re: Anyone use Cox for internet? Something weird with their service.
Cable companies are notoriously dishonest. It's never their problem. They are almost always over subscribed and under maintained. I went all the way to the attorney general of the state I lived in and complained. I kept router logs and data on service calls. In the end Charter cable had to replace the majority of the equipment in a multi neighborhood area because it was performing so poorly.
Only Me  (OP)
Strawberry Girl

User ID: 28774041
United States
09/07/2020 08:28 PM

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Re: Anyone use Cox for internet? Something weird with their service.
Ours is bad too and we just got a new router
 Quoting: Just Another Potato.


I just saw this. Did they tell you to get a new router too? I really am questioning the whole thing because since the tech guy came by, our internet has been working great.
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.
Only Me  (OP)
Strawberry Girl

User ID: 28774041
United States
09/07/2020 08:34 PM

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Re: Anyone use Cox for internet? Something weird with their service.
Cable companies are notoriously dishonest. It's never their problem. They are almost always over subscribed and under maintained. I went all the way to the attorney general of the state I lived in and complained. I kept router logs and data on service calls. In the end Charter cable had to replace the majority of the equipment in a multi neighborhood area because it was performing so poorly.
 Quoting: Anonymous Coward 78704550


They are actually updating in my area soon, but I think it's because of our neighborhood being historical and the city is working hard to make it a landmark or something. I don't know how I feel about that. I don't want unwanted attention.

The city even went as far as to go house to house in my neighborhood a few months ago to make sure everyone had no code violations. They checked every single house. They cited one neighbor because their dog had torn apart a toy in their backyard and there was fluff (in their backyard). It had happened that day and they were going to clean it up, but got cited so fast, they had to deal with the city. And then on houses that had no code violations, we actually got some dumb certificate of thanks from the city. So stupid.
Goodbye, halcyon days...

 There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable.

There is another theory mentioned, which states that this has already happened.





GLP