Ive been building, upgrading and repairing PCs for about 15 years. I wouldnt say Im an expert, or know everything, but I am pretty familiar with a lot of PC technical issues. My knowledge and experience with PC’s have helped me see through some of the garbage that store salesman try to feed me and shoddy tech support. Speaking of shoddy tech support, how many of you have Cox High speed internet? I had yet another run in with Cox recently. Although I love the service, 2 mbps up - 15 mbps down,  the few times Ive had dealings with the technicians, Ive always ended up with a sour taste in my mouth.

My recent run in is a case of something I spoke about before. Not a big deal but annoying. In my home, I have a home network set up. In that home network, I have a Linksys router splitting my net connection between an Xbox 360, Xbox and a desktop PC, all wired. I also have the wireless setup that I use with my notebook PC and Apple iPhone.

I came home from work one morning and pulled out the laptop. My internet wasnt working. I went through what I normally do when this happens. First I checked the cables to make sure all is connected, I checked my bill to make sure it isnt a billing issue, then I went in to the room where my desktop PC was and checked that. The PC was on (I always leave it on) and I can see and connect to all of the networked folders. I then reboot everything, the router, the cable modem, all the PC’s, still no internet. I then disconnect the router and connect my desktop PC directly to the cable modem…

Still no internet.

I then disconnected the desktop and connect my notebook directly to the cable modem.

Still no internet.

I go through everything once again to make sure everything is working correctly and decided to call Cox. The support tech has me shut everthing down. Like I said, Im not an expert, I dont know everything, but I do know that the tech did something. This isnt the first time I had this problem, and before there is something that the tech does to get my net connect going. This time however, when he tells me to reboot everything, the net connection doesnt come back. He puts me on hold for a minute then has me shut everything down to try the "magic trick" again. Has me restart everything.

Still no internet.

This time, the support tech tells me that I have a bad cable modem and I should get it replaced. Its possible, and I have to have my internet so I was almost out the door to buy a new one once the tech told me. I asked the tech if he did whatever they do, and explained how I have had this problem before (with several cable modems, this one is fairly new) and tech support does something to fix it. He then said that he did all he can do and that I need a new cable modem. He was about to get me off the phone when I stopped him and asked him to try it one more time. He said that he cant tie up the phone line and I told him that I want to try it with another PC to make sure it isnt the PC I was using. I switched it over to my notebook this time, restarted everything and the internet is working. I say my thanks and get off the phone.

I then go back to connecting everything and everything is working like normal. Now I dont now exactly what they do, but I do know that there is something that they do when I have had this problem that fixes it. The problem ussually occurs when they are having problems somewhere in the area so I guess that I somehow get turned off when they are troubleshooting…and there were problems in the area somewhere (was greeted with that message when I called tech support).

Since Ive been with Cox, there has been several times when technicians couldnt get something to work and they told me to buy new equipment. Ive been told to buy new routers, cable modems and motherboards only to push on a little further and they fix the problem.

When I was told to buy a new motherboard, I had just moved and the technician was at the new place doing the installation. That day the technician made a simple but obvious mistake. When I move, the PC is ussually the last thing I move. The net connection at the old house was still on so I waited till about 2 hours before the technician was suppose to show up at the new place to bring my PC over. at that time everything was working. I brought it over and for some reason the technician decided to put in a new ethernet card, instead of using the old card. Both cards were still showing up in my system properties and this is what was happening.

  • Card A, the new card was physically connected to the ethernet modem.
  • Card B, the old card was what he kept selecting in control panel. That card was not physically connected to anything.

He spent 2 hours trying, calling back and forth to his boss, going through his checklist. I kept telling him what he was doing wrong cause it was right there and very obvious, but he kept ignoring me and not trying it. He even broke my chair, thought I didnt see him and acted like it was already like that.

When it was all said and done, he told me I need a new motherboard. I told him once more that he is sellecting the wrong LAN card. He said "that is not it, my motherboard is bad." I said ok, walked him to the door, went to the PC selected the correct LAN card, got everything working before he left the driveway then proceeded to called COX to make a complaint.

I ussually wouldnt have made a big deal about it, but I was thinking…If this happened at my mothers house, she wouldve been taking the PC to Bestbuy to have a new motherboard installed.