Visitor
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1 Message
TV Not Working for Days--No Help from COX
Our TV service hasn't worked for almost four days now, and all I can learn by calling or going online is that there "has been a network impacting event in your neighborhood" and that technicians are working to resolve the issue. However, I posted a message on this neighborhood's Facebook page and apparently the entire neighborhood isn't affected since other people who are with COX have television service. Our Internet and phone are working fine. It's just the TV. When I call Tech Support or chat with an agent on COX's website I am told about the "network impacting event," but no one can can tell what that event is or when our service will be restored.
We pay a good bit for our television through COX, and I do not intend to pay the television portion of our monthly bills for days we are without television. Moreover, I am seriously considering switching to LUS Fiber, even though we have been with COX for over 20 years now, because everyone says that LUS is so much better. For one, when you call LUS, you get to talk to someone here in town instead of someone in another country, which oftentimes results in miscommunication. What's more, COX keeps increasing the costs of its products, although its customer service is degenerating.
I just want to know what the problem is and when our television service will resume, but I cannot get an answer, and I am getting sick and tired of this hassle. ..
DorisM
Moderator
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127 Messages
2 days ago
I am truly sorry for the inconvenience. So that we can assist you, please email my team at cox.help@cox.com. Thank you for being a part of the Cox community.
-Doris
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CurtB
Honored Contributor
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2.1K Messages
2 days ago
It sounds like something happened to the Cox infrastructure in your neighborhood. It's possible you could be without service, while your next-door neighbor might have full service if you're connected to different network nodes. Has there been a recent weather event or accident of some kind that could have damaged Cox equipment?
A TV outage that doesn't affect Internet or phone service could be caused by damage to any number of things including a coaxial cable or node, headend or video distribution equipment, a neighborhood TV amplifier, or a node power supply. But damage isolated to a single piece of equipment would most likely be repaired quickly. It could be due to human error from faulty maintenance, a bad firmware update or a misconfiguration that affects only the video distribution system. But Cox is never really forthcoming with customers about internal issues, so unless you recently had a major weather event, you'll probably never know the cause, especially if it was due to human error.
It's a major inconvenience to customers, but if it's affecting a large number of people, you at least know that Cox is aware of the situation and repairs would be a priority.
What market are you in and what does the following Cox outages website report? https://www.cox.com/residential/support/outages.html
Are you able to stream TV? watchtv.cox.com It's not the same as actual TV service, but there are some people who only stream. A version of "Cord-cutting" has been forced on you.
(edited)
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