Last time I ran into this, it was a temporary problem in my area.
I phoned support and talked to a nice robotic lady on the other
end, "who" pleasantly stepped me through the steps to power
off the modem for one full minute (the most you normally need
to do), then when all lights are correct on the modem you
bring up the router, and finally the PC.
The robot said in a surprised voice, "Oh, it seems that I can't see
your modem at all!" The issue was escalated (though I never
spoke to a real person) and I was up and running a few minutes
later.
If all voice-mail-jail experiences were this seamless, that would
be real nice!
I'm one of the customers who basically has never had a bad
experience with Cox Internet. I believe the stories I've heard,
but they have always taken good care of me. My biggest
complaint is that their DNS drops out from time to time, but
not long enough or often enough to make me seek a backup.
Vic
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