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I had the weirdest experience with my Internet. In the middle of the night, around 3am, my internet suddenly started switching to a Cox Mobile Hotspot page, asking me to confirm my credentials with Cox Cable. Which is absolutely wrong, considering I've been a Verizon customer for several years at this point. It wouldn't let me connect to Google products (smarthome devices, Youtube App/webspage, etc) initially, then it started half loading most of the pages I tested out. Ending up rebooting and resetting my modem, phone, and desktop, then went to sleep, thinking nothing of it.
When I woke up, the issue was still there, and no matter what I did, I still got this weird splash screen
Ended up calling support, and connected with this incredibly helpful person named Niekesha. She was so patient to listen to my story, all the solutions I tried on my own before calling in. Both of us were terribly confused at what was going on, so I told her I'll reset everything including my Wi-Fi extender, and to call me back in an hour.
When she called back, she ran diagnostic tests, reset my router, was on video call with me, chatted with me while we were waiting for the systems to come up, clearly going above and beyond for this very strange issue. At a certain moment, she paused and asked "Do you still have a coax cable and an ethernet cable for connection? Let's try unscrewing the coax cable from the router."
Now the technician that set this up years ago had connected both a coax and an ethernet cable, and it did absolutely fine all this time until 3am. Turns out, Niekesha's suggestion was the solution to it all! We ended up having a good laugh as I reconnected my mobile devices and desktop back onto the Wi-Fi, going back and forth to see if everything was connecting properly.
Niekesha, I cannot thank you enough for your amazing patience and care! You made me laugh, feel at ease, and I truly felt like you heard me through and through. The way you handled this issue made me feel like you were in the room troubleshooting with me the entire time, while we were laughing at how silly technology can be. Thank you so much for turning a confusing, frustrating situation into something that felt a bit like a sitcom. You are excellent!!
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This is wonderful! Typically we would recommend once you have Fios, to disconnect all coax going to the streets, because (1) those connections are not needed. (2) they may interfere with MoCA or the router.

