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New Contributor
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how far must your service diminish Cox?
I hope this forum is well moderated and that someone who has the power to impose change sees this post.
After it taking almost a year for a Cox tech to figure out I had bad wiring after signing up for your service I had reasonably good service for some time, with occasional hiccups. Fast forward another 4 years now I'm back to very questionable service. My modem has continuous T3 timeouts, sometimes a day or two will go by without one, however, recently it's been made worse in that once every week or so my modem will stop passing any data, however all the status lights look fine, the status page looks fine, the only indication of an issue is the T3 timeout on the status page. Upon resetting the modem, it can take anywhere from 10 to 30 minutes for the modem to sync again. First call to support I had some flamboyant fool tell me that modems only last for about a year, next call I got a reasonably well versed tech and she stated that there was noise on my line and that was the cause, she scheduled a onsite tech who determined that the cable that plugs into your equipment had a poorly terminated barrel connector which he replaced and validated that it fixed the noise issue.
As luck would have it a couple of weeks ago I had to call support AGAIN, on a weekend and was told that they would roll a truck on Tuesday but make it very clear that they needed to try and make it Monday as I can't just take days off whenever and I already had to leave work early on said Monday. Guess what, no call, no followup, nothing!
To add to the insult of poor customer support, now Cox raised my monthly bill by over 50% due to "rate increases" and an expired promo. After negotiating they brought it down some. The fun part is that you offer almost the same plan today, however it's only for "new" customers. so much for those of us who have been around for a long time eh.
I've placed a cancellation order and am contemplating U-Verse as an alternative, If only you could have provided decent service then maybe the price hike would not have been so insulting!
Sl4ck3r
New Contributor
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Well as a customer of 11+ years I've come to realize this is common practice. Nobody knows anything and if you were to call 10 consecutive times asking the same exact question chances are you would get at least 9 different answers. I will say that you will NOT be happy with Uverse. Welcome to the USA where ISP monopolies are allowed and yes it **. I hope you resolve the problems and avoid UVERSE at all costs!
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chris_c21
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Contributor III
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EVERY cable company does this man, it shouldn't be a surprise. You get lured in with an awesome bundle price for 1-2 years then, once all your promotions expire, you go to the standard (and usually outrageous) service rates. I don't know of any single satellite, cable, or internet provider who doesn't do this. Except maybe Google Fiber, but they're of a different breed.
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Becky
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Moderator
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Thanks for reaching out to us via the Forums! My only wish is that you had reached out prior to making the decision to cancel services. Having experienced a chronic internet connectivity issue at my house, I appreciate the frustration and hair-pulling that accompanies daily dropouts and disconnects, and I apologize this has been your Cox experience of late. It can sometimes more than one service call to get to the root of the problem.
Rate increases are no fun for anyone, for us or for customers, so we do our best to keep our rates as low as possible. However, business costs such as wholesale television programming rates and data network agreements continue to rise, and ultimately some of those costs have to be passed on to customers in order to remain a sustainable company. We utilize introductory offers just like other service providers, as it is a good way to encourage customers to try products they may not otherwise think have value. These are normally short-term promotions, as we are unable to offer discounted rates on a continual basis.
It sounds like you've already spoken to our account services department, so you may already have the best pricing available. If you change your mind about cancelling your services, however, a second look might be beneficial. Feel free to email us at cox.help@cox.com and we’ll have a specialist review your account.
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peaceoutcox
New Contributor
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Becky,
Thank you for your response, I would have appreciated the acknowledgement of the POOR SERVICE from YOUR EMPLOYEES! That would have been nice. I hate having to be difficult when I call (but I almost always have to), however the lack of consistent service and total lack of follow through is just awful. There is never a sense of ownership when I call in, I even called in after there was supposed to be a tech sent out for the second time, what did I get... NOTHING worth a *** from your employees. I asked what happened, was an onsite visit even scheduled and I GOT NO ANSWER! That is my biggest issue with COX right now.
As I stated, I could work through the price increase if only your techs actually provided decent service, at the rates you want to charge, that is not asking much, is it?
No given the circumstances, I would like to know who to talk to, someone I can call in upper mgmt that can discuss with me in an open, honest manner of why my onsite never happened, and what can be done to better package my services to maybe save me a few dollars. I refuse to do this over email as recommended.
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Tecknowhelp
Valued Contributor II
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I don't normally jump on the band wagon, but I must admit Cox technical support has taken a dive in the last couple years. It feels like they fired a bunch of their employees but didn't want to invest the time and money to properly train the new employees. This isn't so much the employees fault, as it is management. It all comes down to the all mighty buck. Whats worst is the few employees that do try to do a decent job either get raises to different departments, or get burned out and quit. It's rare to see someone with that much experience in Tier 1, but now... ::cringe::. Best advice I can give is try to call as little as possible. Most troubleshooting can be done by the consumer, with the call center mostly being needed to just make appointments.
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peaceoutcox
New Contributor
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I agree, As as systems engineer/data center manager I do as much as is in my power before I call to save everyone time and hassle. However as someone who deals with users almost daily, there are those who are less technically inclined and need straight forward and consistent support, and based on my finding it's nowhere to be seen lately. Now this is not to say that all support staff at Cox are inept, but they seem to be the majority lately. I've even had the fortune to deal with a condescending account rep.
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Becky
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Moderator
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I received your email and will reply shortly. Thanks for allowing us to assist you!
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EricaW
Former Moderator
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I understand you have been reached and that we were able to maintain our residential customer/carrier relationship. Should you require assistance with scheduling to address technical matters, please reach out by email for support.
Erica
Cox Support Forums Moderator
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Tecknowhelp
Valued Contributor II
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I just wanted to say thank you to the moderators for letting this thread play out. Sometimes the best way to improve customer service is to see it from the customer's perspective. First rule to fixing a problem is admitting there is one.
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peaceoutcox
New Contributor
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FYI, there was a credit to be applied and it is not showing up for the billing amount or under recent activity, can tell me is this takes a certain period of time to apply, I can however see the other discussed adjustments to my services.
thanks again for the effort on the back end, glad you guys are here supporting your customers.
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ChrisL
Former Moderator
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Please feel free to email us again at cox.help@cox.com to discuss the specifics of your account further.
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