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hokie83vb
Premium
join:2010-12-15
reply to CoxTech1

Re: [VA] Repeatedly losing connection

It now day 6 of daily outages.

I remove the battery when I reset the modem, so that not a problem.

Just how do I get any one at Cox to acknowledge that it is unacceptable to lose your phone service everyday?

Even if I can eventually get the service back after repeated reboots, THIS IS UNACCEPTABLE.

Ready to cancel the telphone service.

lilstone87

join:2009-04-09
Portsmouth, VA
kudos:3
Well really there is three possible problem's that are causing your issue. One is there is a problem home side with wiring. Two the modem it's self is having problem's, and need's to be replaced. Three there is a local cox issue in your area that need's a fixing. Personally I think your issue is One or Two. Which I suggest having a tech visit. Call cox tell them your having issue's with the eMTA modem, and think it may need to be replaced. Telling them this, should be in the notes to the tech who is sent out, and should have a replacement eMTA modem on hand. Also make sure the tech checks signal level's, to make sure there isn't a line issue that is the cause of the problem.


CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:79
reply to hokie83vb
I would agree that a service call is a good next step, especially if you're also losing phone service.

hokie83vb
Premium
join:2010-12-15
Any advice on calling Cox and getting them to agree to send someone out? My experience so far has been I have to go through a 10-20 min session with the automated systems and then maybe get to speak to a human. If at any point in this process the modem makes a connection they consider it fixed.

The one technician I spoke with said that I should wait to see if it happens again and wouldn't schedule a visit.

Since there seems to be a chance that the modem is bad should I just take to a service center and request a replacement?


CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:79
If you continue to have problems with that let me know and I'll see what I can setup from here.