Cox Connection Issues

[Winnow]

Always sucks when I have connection issues with my cable modem.


Here's how the call flow has gone so far:

5 mins = getting through initial automated system to get to tech support
5 mins = answering questions to automated system with standard "is your PC plugged in type questions"
5 mins = waiting for actual level 1 Tech to answer after going through automated voice questions
10 mins = level 1 tech asking me same questions "unplug modem" "unplug router" "reboot PC"
5 mins = waiting for level 2 tech after surviving level 1's questions.
2 mins = talking to level 2 tech that turns out to be only for business accounts, he launches me back into residential acct queue
5 mins = waiting back in queue for a level 1 tech
2 mins = explain to level 1 tech I was transferred to incorrect level 2 tech
---------
= 39 mins

8 mins = waiting for tech 2 again
5 mins explaining to tech2 that I've already been dealing with a Cox Rep that scans the newsgroups and bulletin boards for issues, have already had that tech upload the latest firmware , etc.. I was finally able to get approval to go buy a modem from a Cox store. They normally won't let you swap out a modem yourself. Gotta watch a tech do it for some reason and waste of time. (I have Docsis 3.0 SB6120 surfboard and there's a chance the other brand sold by Cox for 100.00 works better with Cox's current equipment)

52 minutes total just to get approval to pick up new modem from a Cox Store.

BTW, they can't do anything anyway so it would have been 52 mins to have a tech com out and test my line, etc which would require me to waste half a day at home waiting for the tech. I had all my modem error logs ready, was completely prepared with any info tech might need but all they can do is send a tech out.

Off to Cox store.

[Aabidano]

Or, "Why I don't have cable anything anymore".

Bright House was an unending PITA. My last interaction with their tier 4 folks showed them to be either obviously incompetent or liars.

[Boogahz]

Kind of like when Time Warner's tech support tried to convince me that Outlook was not compatible with Windows Vista, and hung up on me when I read from a Microsoft site that it was.

I think I switched to Uverse shortly after that.

[Winnow]

Let me resume this story after the 52 minute call....

recap: 52 minute call to tech support resulted in the tech telling me to go to Cox store and buy a Docsis 3 modem.

I drive 20 miles to Tempe Cox store.... take number...wait 30 minutes before my number comes up.

Dude at Cox counter says "we don't have Docsis 3 modems here. A Tech has to come to your house to install them." I explained that I double and triple checked with the tech 2 dude to make sure I could pick one up at the store. Didn't matter, they don't have them. The counter guy said I can buy one at Fry's or Best Buy and they'll provision it over the phone.

I drive to Fry's. They Have Motorola SB6120, which I'm having issues with, and an Arris Docsis 3.0 modem. I ask the Fry's dude if Cox supported the Arris modem. He said yes. I thought to myself, "Cox is the only cable provider that even offers Docsis 3.0 service here, Fry's couldn't possibly be selling a modem that is impossible to use in Arizona.

Note: My iPhone battery is about to die due to the hour call and not recharging it since a few days ago because I don't normally make hour long calls so I can't do my normal iPhone web browsing research to check for myself. I take two separate Fry's reps words for it.

I drive home, log 45 miles total and wasted few hours for the trip.

I hook up Arris modem, it's detected and my browser goes right to Cox's new modem install page (accessed via the net). It says to call due to problem.

I call tech support and start process of installing modem. Get through serial number and she asks for model. Puts me on hold and comes back saying that the model is so new, it's not supported by Cox. I asked if I can install anyway even if not supported because it obviously works. She said no.

I gave her story about Tech 2's wasted directions to go pick up modem at Cox store. Gave her story about Cox Store Rep bad advice of telling me to pick up a "Docsis 3" modem at Frys or Best Buy. She apologizes and says she spoke to a manager and they were appalled that the Cox store rep said I couldn't pick up a Docsis 3.0 modem because I was already a Premier Plus subscriber and already had Tech come out for the initial install.

So the rep in North Dakota tells me to go back to the store and if they don't give me a modem to speak to a manager and than she's notating my account. I get directions to the closer Chandler Cox store. Drive over there and ask for a Docsis 3 modem, explaining my account was notated. Chandler Store Rep says they don't even have the Docsis 3 modems in the store and that a rep has to come to my home to install it to make sure everything's ok. I explain again that I had all that hoopla take place back in July and all I really need is to swap out the modem. Well, it's a waste of time because they don't even have the modem in the store.

Surprisingly still calm, after six hours of dealing with incompetence, knowing full well it's not any single individual's complete fault and not worth flying off the handle at any particular rep, I give the Chandler rep my full story, he of course apologizes and sets up an install date for tech to come out to my house....which I could have fucking accomplished in 20 minutes instead of 6 hours, 60 miles and wasted 99.00 on purchase that I'll have to take the time to return as well.

I'm not one to complain and make a stink. I typically accept that most tech people and customer service people don't give a shit and things will happen, but this was a bit beyond acceptable as I was repeatedly told to do incorrect things that wasted a big chunk of time and inconvenience so I'll probably actually waste another 30-60 minutes after tech is gone on Saturday to see if billing will compensate me for something. I don't want the modem for free, but this is a service and they can easily credit me for part of a month or a month's subscription fees. If they do anything at all, it won't make up for the wasted time and blown day.

[Spang]

If I had a small violin I'd be playing it right now.

[Boogahz]

[Winnow]

[Winnow]

And another thing!

Cox attempting to provision the unsupported Docsis 3 modem caused my IP to change which it hasn't in 6 months to a year. I didn't realize this until I got to work and was unable to remote connect to my PC, causing untold misery at work by not being able to surf away freely on the net.

The horror!

Cox tech arrives Saturday to replace modem and check lines. If all goes according to plan, he'll fail, another tech will come out next weekend and fail, but will finally call a line specialist who will actually detect that it's a problem on their end, causing an escalation and finally resolution about 30 days from now.

It took 1.5 months last time I had issues, there's an epic post here about it somewhere about all I had to do. There's no way to get around having to prove to Cox twice that it's not your equipment. Cox techs orgasm when you say you have a router as that's their escape on actually working the problem so I'll have my cable connected directly to my PC for the visit and watch him cry when he sees no router! muahahaha!

[Aslanna]

Cox attempting to provision the unsupported Docsis 3 modem caused my IP to change which it hasn't in 6 months to a year. I didn't realize this until I got to work and was unable to remote connect to my PC, causing untold misery at work by not being able to surf away freely on the net.

DynDNS ftw.. It's free!

[Winnow]

DynDNS ftw.. It's free!

Well I don't normally need it because my IP is stable for like six months at a time so no reason to run another service in the background. If my IP changed often I would use that.

...continuing with the "people don't give a shit" them...

I returned the Arris Docsis 3 modem to Fry's today at lunch. I explained that the modem is impossible to use in our metro area because Cox doesn't support it. The employee says, "I know, I've had six returns of this modem already today" I suggested perhaps that they should take them off the shelf because they're going to get a 100% return on them. He said, "We are instructed by the corporate office on what products to put on the shelves".

Erm, ok. I say, "Enjoy your returns", as he sticks a $94.00 return sticker on my modem box to be put right back on the shelves...insane I tell you. They are guaranteed costing themselves a 6% loss, guaranteed semi upset customers, and they have two full shelves full of these modems with no Motorola Modems in stock so this is the only choice for customers. If I had time, I'd speak to the manager because I would hope another customer would do the same and save the rest of the future customers guaranteed grief.

[Aslanna]

Well I don't normally need it because my IP is stable for like six months at a time so no reason to run another service in the background. If my IP changed often I would use that.

Mine doesn't change either. But it's easier remembering a name then it is to write down an ip number. The service only takes 8k!

[Winnow]

Mine doesn't change either. But it's easier remembering a name then it is to write down an ip number. The service only takes 8k!

Im paranoid about someone snooping my remote login info. Would rather access my IP directly! I'm sure it's safe but will go the direct route when avaialble. I have my IP in my wallet, plus it's saved at work so dont ahve to type it in every time.

[Aabidano]

Im paranoid about someone snooping my remote login info. Would rather access my IP directly! I'm sure it's safe but will go the direct route when avaialble. I have my IP in my wallet, plus it's saved at work so don't have to type it in every time.

You're surfing from an unprotected PC, you can't care that much. Also, your surfing from an unprotected PC connected by a tunnel that's grounds for termination by most employers, due to people who don't protect their PCs properly trashing corporate networks, putting your companies' assets at risk as well.

Someone snooping due to dynamic DNS should be the least of your concerns.

[Winnow]

You're surfing from an unprotected PC, you can't care that much. Also, your surfing from an unprotected PC connected by a tunnel that's grounds for termination by most employers, due to people who don't protect their PCs properly trashing corporate networks, putting your companies' assets at risk as well.

Someone snooping due to dynamic DNS should be the least of your concerns.

shush!

[Aabidano]

shush!

[Aabidano]

Are we there yet?

[Winnow]

There's more to it after the tech actually arrived at my home, but I'm tired of telling the story : ) I'll recap later.

[Ashur]

No pics of you and the tech please kthxbye

[*~*stragi*~*]

i have vdsl2+ from qwest now its pretty slick. 40d/20u boiiii

[Winnow]

i have vdsl2+ from qwest now its pretty slick. 40d/20u boiiii

20 mbps up? sweet. Nice service. Cox should be upping service from 25 to 50Mbps but I doubt they go over 5-10 Mbps/up. That's not as important but at least I can leach movies and games from you fast!

My connection hasn't dropped since replacing my modem.

What's that service cost STARGI?

[Xouqoa]

I'm tired of telling the story : )

Dear Penthouse,

I always thought the porno plot with the cable repairman was so cliche. That is, until the other day, when the unthinkable happened....