US Cable Support > Cox HSI > [NV] No more of the run around

reply to subgenius

Re: [NV] No more of the run around

reply to bbeesley
now that i think about it my old sb6120 was having time outs daily before i got rid of it i was not getting kicked offline or anything but i also wasn't having this issue with pages loading either

i am scheduled for a call back today after a 24 hour monitoring period they put me on something other than net weather

it was a different name and they mentioned it was a lot better and could see more information than net weather

but im gonna keep everyone here posted and i did notify the techs about whats going on here in Vegas mentioning all the people experiencing a similar problem and where they could find it

reply to bbeesley
i was also told there is 160 people on my node idk if that's congestion but like you said its either noise or a lot of high traffic or congestion

reply to bbeesley
While all that information could prove useful to some of us, it still doesn't account for SO MANY people having the issue(s) and all of us noting them starting basically the day after Christmas. I can practically narrow it down to the exact time of day on Monday, December 26, 2011 if I went back and did some research because I had a web seminar (1 hour and 20-ish minutes long) that afternoon and the first 45-50 minutes were flawless and then all hell broke loose meaning the issues I and many others are now experiencing (the corruption issues, etc).

If this was just one or two people, I might consider that a simple problem of something with perhaps a node issue but, it's not a limited issue, and it's certainly not just one or two people, not even a single node (as would be the case with me since I and my neighbor are having the same types of problems) - this is a bit more serious than that and indicative of a network or hardware issue somewhere in Cox's Vegas/Henderson area, and a system-wide one at that.

We'll see what happens, of course but... the fact that it seems to have begun for so many of us practically at the same time (meaning about the same day, give or take) definitely points to something more serious going on.

agreed and it seems with all the cox techs looking into this forum and the trouble calls for the issue no one seems to know exactly what the direct source of the issue is

reply to bryant313

well the times i mentioned are just random times that it happened in the last 24 hours its different everyday as it has been for the past 9 days or so

Everybody, please listen:

Reach out to everyone you know, even via forums, and have them call in to Cox. Tell each person who is experiencing this issue to open a ticket, and demand that ticket number. Ignore any other advice from Cox.

Next, have each person come in here, briefly explain their difficulties, and post their ticket number, their modem logs, and router logs to see if their are any DoS issues.

Tell people to be polite, factual, and to the point.

reply to subgenius

The only way anyone will be able to get this issue resolved is to get Cox to acknowledge this problem in the first place.

To get them to do so, you need a fist full of tickets.

If you want your issues resolved, do what I am telling you to do. This is not an attack. This is not a bash. Open tickets, and get those ticket numbers, along with your issues and logs, publicly posted on a forum Cox can't control.

They are trying to individualize this problem. Show them it's not individuals.

It's your only chance to clear this up.

(topic move) [NV] No more of the run around

No_Strings,

I work in telecomm. Been an engineer for 15 years. i made it a personal commitment to take care of any customer no matter what.

This isn't a bashing from me with no basis. This is assistance to people of what it has been to be a customer of a cable provider.

People all over this valley have been through what I have been through for a long time. Anyone here has agreed to pay for the service, if the service is being provided. We are all also aware of hiccups, and mistakes.

What I have experienced with this company is not a mistake, nor a hiccup. I do understand telecomm, and cable, quite well. I also understand when there is kickback versus trying to resolve a customer, or in this case, multiple customer's problems.

To me, I have been through the kickback for a year. I understand the frustration. The problem is, where can I go to work this?

I feel this forum should not censor issues, but bring them to light. Are there issues at the customer side? Of course. But to quantify EVERY COMPLAINT towards this service provider as an individual, end-user issue is ridiculous.

I did everything I could to explain to this provider that I did not have an issue. I never succeeded. From this forum, and several others, I can see how this provider individualizes each issue, even though the problem is widespread.

If you wish to continue to enforce censorship, so be it. But remember, other forums exist.

I hope you choose to support fairness, whether that be with the consumer, or the provider.

No one is censoring anything. As long as folks keep things on topic, don't troll, don't bash each other and bicker, all is well.

As far as helping Cox customers, you've made Cox aware, voted with your feet and left. Jumping up and down in here isn't providing help. Any Cox customers having issues should detail them and provide whatever technical tidbits might help the technicians in isolating and correcting.

One challenge with area-wide issue discussions is the possibility (probability?) that different problems exist. 10 cars won't start. Two were out of gas, five had dead batteries, one fuel pump, bad starter and faulty ignition switch. Same symptom, different causes, to the post earlier.

Carry on.

Understood, No_Strings.

Tickets will assist in this matter. Additionally, knowing that 2 ISPs outside of this provider, not experiencing this issue, should help pinpoint problems.

I walked into this knowing that my original posting would create a mix of opinions. From that mix, my intemtion was to incite reactions. From those reactions, I fully intended to demonstrate a common concern. I did not need to create one, as one presented itself.

Cox: take each and every customer complaint as valid. Train your front line associates to better ascertain issues, as opposed to kickback. Your customers are your lifeline. If they have issues, do not ignore them. Train you teams to effectively address issues, rather than p-ssing people off. Address your Change Management process, and determine whether you have gaps that need closed. Communicate better with you front line technical support on these issues. And finally, BE HONEST WITH YOUR CUSTOMERS.

i think if you do this, you will achieve a better customer experience, customer support, and customer satisfaction. Remember, you have competition in this valley now. You need to realize you need to work for your customers now.

reply to Goodbye Cox

Re: [NV] No more of the run around

Why does Cox insist on private communications for this issue? Why not insist on tickets?

Tickets can be tracked. Private messages on forums can not be tracked.

OPEN UP, COX. BE HONEST.

Because we don't want people's CM MACs in public, and I'm trying to help through the forums here using the tools provided. People can certainly call in to our customer support numbers and submit trouble tickets that way, if they would rather, or in addition.

Why are you telling people to post their issues here instead of calling your technical support lines and opening trouble tickets?

I think I can answer that one. Being that many of us are here and willing to help we don't feel the need to just tell you to call in when we're more than happy to take a crack at the issue ourselves. If you would prefer to speak with your local support that is what they're there for but if that has otherwise failed or you're looking for a more outside of the box solution to your issues we're willing to listen.