I am a new customer and I have had the most frustrating experience with establishing service.

I signed up for service on 7/21 and paid the $50 deposit originally for the 1gb at $70 for 60months. (Self-installation)

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The next day, 7/22, I received a text from Cox (same number that sent updates) stating I submitted a transfer request. I had not.

I called customer service to inquire and they told me I’d been mailed the wrong modem and they’d schedule a technician to do the install and they’d give me the correct modem. I then upgraded to the 2gb at $110 for 60mos. I received confirmation email stating this change.

Today when the technician arrived they told me I had the correct modem and did the install. I asked what about the modem because it says I need to return one. They said it should be fine.

The modem was installed in my living rm and when I moved to my kitchen the WiFi dropped. Completely. I logged on to my Cox account. It did not show that I had the 2gb plan and it showed that I needed to return the modem, but the tech used the modem that was mailed!

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I called customer service. They claimed that it didn’t show on my file I’d signed up for the 2gb at $110 even though I’ve received ~4 emails stating that was my service! Including a confirmation email after the tech left! They then tried to tell me I’d have to upgrade to the 2gb at $120 because the promotion had changed. I asked why would I have to if the error was not on my part and I have multiple emails from Cox stating I’d signed up for the plan, so how is it not showing up on Cox’s end?

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They then said they’d correct it and the modem issue. However, when I log into my cox account it says I owe an additional $50!! Service hasn’t started for 24hrs and I’d paid the $50 deposit on 7/21.

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And now the order says something terribly weird. That my service will be $0 from now until Jul 2031.

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This has been a horrible and frustrating experience; I would like to speak to someone competent, that won’t give me the run around and can correct these issues please.

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