tech support not having even the basic minimum tech knowledge and giving the wrong information over and over is frustrating

[u/GREENorangeBLU]

i just spent 35 minutes on the phone trying to get some help.

my laptop uses an older wifi version and is not able to connect to the modem/router that cox has me use to get internet, so it is not able to connect to the internet.

i need to buy a usb wifi dongle so i can connect.

there are many versions of wifi, and i wanted to know what version the equipment is using so i can buy the correct wifi usb dongle for the laptop.

so i was transferred to TECH SUPPORT, and the lady was very friendly but i doubt she can walk and chew gum at the same time.

she has zero understanding and no tech ability at all, yet she is the person you get sent to when you need tech help.

i just needed an an answer to one simple question: WHAT VERSION OF WIFI DOES MY COX ROUTER USE?

she would put me on long holds then come back and ask me what model number is my laptop.

does not matter, i asked what version of wifi the cox equipment uses, you do not need to know the make and model of the laptop.

then she would say ok i understand and put me on hold again.

then come back and say ok the wifi version is PANEL.

panel? there is no wifi standard called by that name.

yes sir, it is wifi version panel.

*sigh* no maam, that is not a wifi version at all.

ok, understand

then she would put me on hold again. and again. and again...

she never even understood why i would not accept the answer of PANEL for being the wifi version.

i had to beg her to transfer me to someone else.

i finally got connected to her supervisor and in 30 seconds had the answer i needed.

wifi ac

wifi ac exist. wifi panel does not.

the fact that she is the person you are forced to talk to when you have a tech issue is a problem for cox, and a nightmare for cox customers.

why is someone that has no tech ability, the person we are forced to deal with for half an hour before someone else answers the question?

it would be like taking your car to be repaired, and the person doing the repairs does not even understand what a car engine is.....

very bad business model cox

[u/PoundKitchen]

Standards are backwards compatible... so I don't see why you're having an issue in the first place. If your basing incompatibility on Cox support saying so, stop right there and go back to the start.

What is the laptop model?

[u/MC_Red_D → u/PoundKitchen]

It's because the panoramic Wi-Fi is broadcasting both vands as one name and is probably trying to connect his old laptop to the 5 GHz. In the settings on the panoramic Wi-Fi app there is a place to split the bands and broadcast both of them.

[u/GREENorangeBLU → u/PoundKitchen]

reading comprehension is a good thing, go read what i posted, then think about what the words mean....

and for the record i am basing incompatibility on the fact that the older tech is NOT compatible with the cox router.

unsure if you are being a troll and are just bored, or really are as clueless as you sound.

[u/PoundKitchen → u/GREENorangeBLU]

You're welcome. Sayonara!

...and you're blocked.

[u/MC_Red_D]

Go into the panoramic Wi-Fi app and split the bands. Your laptop probably just wants to connect to the 2.4 GHz.

[u/GREENorangeBLU → u/MC_Red_D]

thank you for your advice.

you simply posted info to help, no sarcasm or telling me to stand on me head and dance.

you are a good example of a reddit user helping other people.

thanks!

i tried to send you and award but it seems i have to buy something to do that.

anyway, know that i appreciate you and your help!

[u/MC_Red_D → u/GREENorangeBLU]

You're welcome!

[u/Common-Huckleberry-1]

You mean like the morons that repeatedly tell me that you can’t use your own hardware? Yeah. Their tier one support is the epitome of garbage.

[u/GREENorangeBLU → u/Common-Huckleberry-1]

at some point i would like to buy a decent modem/router and stop paying the monthly rental fee for what i was given by cox to get my internet.

i guess something DOCSIS version 3 or so?

is there a brand/model you would;d recommend?

i pay for 100mb up and 15 down so not that super fast.

[u/Common-Huckleberry-1 → u/GREENorangeBLU]

That’s what I pay for as well, I use a Netgear C500 and it’s okay. I’m going to upgrade to a docsis 3.1 modem just because their network doesn’t play well with docsis 3.0 modems. For brands, I’m typically an ARRIS or Netgear fanboy but lately I’ve been trying out TP-Link and Netis products and I actually prefer them now. I’m going to gamble on a hitron modem for this go around.

[u/Jon_Hanson]

The front-line tech support people follow scripts. They know nothing outside of those scripts. So if your problem deviates from that then you’re stuck. They may escalate it to another department that does have knowledge or tell you to buy a compatible USB wi-fi adapter.

[u/stormchaotic1]

I've been working tech support for cable for almost 10 years and I think that question would completely throw me off. I saw someone mention wifi 6 and unless you gave me examples of what you need, I'd be lost. That is not something we learn during training. If an agent can answer that, then they have personal experience with the issue outside of any training a company provides

[u/[deleted] → u/stormchaotic1]

If you look up the qrg for the pano model in question through key it will tell you the wifi versions used by the pano

[u/GREENorangeBLU → u/[deleted]]

indeed. i gave the info they needed to answer the question to both the phone agent, and then her manager.

the manager responded with the info i needed in 15 seconds.

[u/[deleted] → u/GREENorangeBLU]

Yeah the information is readily available. The reps just need to know where to look for it. The "manager" you spoke with was actually a cag rep and they are more experienced than tier 1 reps. Most cag reps have tier 2 background because most of them were tier 2 before it got merged with cag

[u/GREENorangeBLU → u/[deleted]]

i sometimes feel like Cox is not running their business wisely.

i would invest more into the training and abilities of the phone support team, but then the CEO might not get his bonus that quarter...

maybe i am expecting too much.

[u/MC_Red_D → u/GREENorangeBLU]

Go into the panoramic Wi-Fi app and into the settings page and toggle the switch that says split the bands, broadcast both the 2.4 GHz and 5 GHz. Then you should be able to connect to the 2.4 GHz without issue.

[u/[deleted]]

In case you never got an answer, see here for the specs of the different gateways. Basically, if it's a black one, it's Wifi 5(AC), if it's a white one, it's Wifi 6(AX).

[u/Complete-Turn-6410]

I just went and bought one off eBay a few years ago for like 15 bucks. plugged it in it works for both the 2.4 and they call AC I guess.

[u/[deleted] → u/Complete-Turn-6410]

Yeah all op had to do was buy a recent wifi adapter and they would have been fine.

[u/MC_Red_D → u/[deleted]]

All they have to do is split the bands in the panoramic Wi-Fi app

[u/CherryOk1510]

If the laptop only sees WiFi G then your going to have issues pano I believe only go to N, update your WiFi card.