4 Messages
Outages coupled with gaslighting about network status - WHY???
Why do the Cox:
- mobile app,
- website, and
- customer support group
all provide false information regarding local network status/outages now? Previously the app & website provided accurate/timely outage information, and you could get SMS updates on top of that. Now, everything/everyone within Cox says the network is working normally (technically true if unacknowledged outages = normal.)
If you're having an outage, publish that information so that your (likely soon to be former) customers aren't wasting their time calling your script kiddie support team to try and troubleshoot "mystery" issues - only to be told that there are no local outages/issues.
Over the past several months, my (Ubiquiti) network gear has been warning me of intermittent Internet outage & latency issues. Thinking it was getting time to replace my Arris SB8200 modem, I purchased a new Arris S34 modem but held off swapping since the issues seemed to clear up on their own.
Yesterday, August 21, 2025, starting at around 1:15PM PST - my network gear started warning of connectivity loss & traffic latency issues, and it was a prolonged bout this time, so I:
- Checked both the Cox app and website, and both said no issues.
- Did remote diagnostics via the app, and that reported no issues after remote cable modem restart.
- Called Cox support, asked if there were any issues on Cox local network, was told that Cox network was fine.
- Did the cable modem swap to the brand new, still in the box, Arris S34 cable modem while on the phone with the support person.
The attached image shows the results & timeline as recorded by my router (which continually monitors & logs connection events down to the second):
- green = normal Internet connection,
- red = connection outage,
- yellow = high connection latency or packet loss
So, we know that:
- it wasn't an issue with customer premise equipment issue (common fall guy for service providers like ISPs) since the outage occurred & continued with two different cable modems - one of which was brand new,
- couldn't have been an issue with the in-house coax cabling unless it has the miraculous ability to self-heal - not likely,
So, what could it have been Cox? Possibly an issue on your network that you refused to acknowledge despite having provide actually useful/informative tools previously?
Providing timely & accurate network status information was one of the things that used to set Cox apart from its competitors. Knowing that there was an outage, that they're aware of it & working to address it, made these sorts of issues much more tolerable. Being gaslit on multiple fronts has completely undermined ~25 years of customer goodwill, and has opened the door, very widely, to your competitors.
RaquelD
Moderator
•
221 Messages
29 days ago
Hello. I'm very sorry to hear you've had poor experience with less than acceptable resolutions. Its customers who report issues that help us track and maintain the network accordingly. Early stages of an outage aren't always known until its reported. Thank you for monitoring your network status. Cox does not have access to monitor your personal devices or network equipment, so we do rely on you to let us know when things aren't quite right.
We are available to investigate things further for you. As consumers of services too, we don't like it when things aren't going as expected. When you have a moment, please email us your name, the address where you're experiencing this trouble and a link to this thread to cox.help@cox.com so that we can work with you to correct any issues that may be present. Thank you.
-Raquel
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lovejoyhardman
1 Message
27 days ago
That’s really interesting. I’m having a problem with connectivity to my Internet right now. They wanna send a technician out but they can’t come out until September 25. Starting to think that it’s the router that is the problem. I might start thinking that I might switch out the router. Thanks for your posting. I appreciate that.. my Internet is lagging And it’s freezing up on me. So I refuse to use it right now. For now, I think I’m just going to use my phone hotspot and see if that will work.
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DragonSmk
1 Message
26 days ago
Been having nothing but problems since I moved. Cable had issues at DIY install due to outside wiring. Smooth sailing for over a month. However, last month its been nonstop outages. It is Monday at 10AM and there is no service. Yesterday it went out several times throughout the day, Saturday was same, considering some of us earn a living outside M-F 8-5 and pay an exhorbarent amount for RELIABLE service. Last week Sunday internet was out from 730pm til 230am. Nothing like no cable or internet on your weekends off... or as it stands right now, Monday prime hours.
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POd_Cox_customer
4 Messages
26 days ago
Another day, another Cox outage, and the site & mobile saying everything's normal (again). Cox bucket truck has been dashing around the Peacock Hills neighborhood this afternoon with its warning strobes lit up - no doubt just practicing for a future non-outage.
I'm starting to think that maybe outages are the normal state, and that stable, working connections are the aberration.
that
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