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New Contributor II
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Cox is continuing to STEAL from people by not fixing this issue!
Call Cox and tell them you need your service code updated if you've upgraded and only getting 32mb. This is happening to hundreds, if not thousands of customers. The solution is a simple "flip of a switch" on Cox's side to put you on the higher service code to enable the speed. You can see that hundreds and hundreds of people have been posting the same issue here on the forum. That doesn't even include all the people who probably called in because their speed wasn't right.
Cox is completely INEPT, offering to upgrade people without just updating people automatically when they buy a service that takes them beyond the 32mb limit.
If this were a computer company pulling this "after-the-fact" nonsense, I can assure you they'd already have a class-action lawsuit against them. I think someone with the time and money should do just that to Cox, they are basically rate-limiting your connection when you upgrade with NO ACTION until YOU TELL THEM ABOUT THE ISSUE THEY HAVE KNOWN FOR A LONG TIME EXISTS.
Think of all the people who don't know any better, who pay for an upgrade, and are getting the speeds of a plan costing 30-50 bucks less a month and don't realize it for a month, two months, whatever. Cox is STEALING from those people by not upgrading their service without the customer having to call in. They should be taken to task for this huge theft from customers. I will do my part. I've already seen it with a friend here I helped upgrade, and when we called, the agent literally BLUNDERED AROUND keeping us waiting like 15-20 minutes before they finally got the code upgraded. Kept coming back, then putting me on hold several times to get it right.
HUNDREDS...THOUSANDS...getting the same BS from Cox.
ChrisL
Former Moderator
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@smtips
Rest assured there is no ill intent here but probably more confusion than anything. It's our policy to update the required service codes when a modem is swapped without asking however our representative are human and can often either forget to do so or simply don't understand the implications of not doing so. Whatever the case may be, we also have a script that runs at a regular interval to check for the problem and correct it automatically. Should that not catch the problem quickly enough let us know and we'll be happy to manually go back and make any necessary adjustments.
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Domino
Valued Contributor III
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Unfortunately, many new modems on Cox HSI are activated ONLINE, by simply inserting S/N and/or MAC. Even when upgrading from a DOCSIS 2.0 to DOCSIS 3.0 modem, the service code in ones account is NOT updated. A HSI user won't know for sure unless he keeps hitting the 32Mbps "wall" on various speed tests. I wasn't aware of this problem until I read about it here. In short, upgrading from a DOCSIS 2.0 to DOCSIS 3.0 modem ONLINE should update ones account HSI service code. It does not.
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Appletini
New Contributor
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heck I just did the speedtest and I'm getting .11 download and .18 upload speeds.. yes, there are decimal points before the number. I had a tech come out and he told me, well your speed is ok right now, it could be slower at times because we are upgrading service a mile or so away to get ready for a new subdivision, and it may effect you. There is nothing he could do.
So as a paying, current account, they don't care, they are only concerned with future customers.
great way to treat their paying customers!
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