New Contributor
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2 Messages
Wtf, guys? (New Customer, Awful Customer Service)
I became a Cox customer a few days ago and I am extremely disappointed so far.
I placed an order for Internet Service last Friday, 5 days ago, on 9/5/2014. That same evening I went to my local Cox store to pick up my Modem. I was told by the rep at the service desk that someone from Cox would have to come out and do something to the outside telephone pole to active my service. She said this could be done on Monday (9/8/14) and that I wouldn't need to be home for it, so far so good.
So Monday rolls around - I log onto the website to check the status on my service appointment. I see that it's setup for 9/8/14 between the hours of 7:00 PM and 9:00 PM. I waited at my house from 7:00 until 9:00 and nobody ever showed up, but I did get a call from a strange number that I later learned was associated with Cox, so I figured because I didn't answer the call, nobody showed up to activate my internet.
So Tuesday morning I'm still without internet and I log onto the Cox website and enter the "live chat". The rep tells me (In broken English) that the reason nobody ever showed up was due to an "Office error", whatever that means. I asked him "So ... what am I supposed to do now?" and he tells me he will set up a new appointment. The appointment he makes is not until the 9/12/14, 4 DAYS AFTER I was initially supposed to have service. I asked the rep if there was anything AT ALL he could do to give me an earlier appointment, since it was Cox's fault they never showed up in the first place. He assured me there was nothing more he could do and apologized for the inconvenience. Fine, that's really lame, but nothing I can do about it I guess.
Tuesday afternoon I log onto the Cox.net website to check to make sure my service appointment is scheduled at the date and time the live chat rep told me. I notice that it is setup for 9/12/2014 as the rep said, but, when clicking "Reschedule my Appointment", I was given the option to change my service appointment to a much earlier date, which I did. I'm not sure why the rep was so insistent on giving me a later appointment, when I was easily able to change it to 9/10/2014 on the website. On Tuesday night I get another call, from the same number as before (757-414-6355), this time, knowing it was a number associated with Cox, I answer. I explained to the rep on the phone that my service had not been activated and was hoping he would be able to help. He didn't. Instead he apologized for the inconvenience and promptly decided to try to sell me a bunch of stuff I don't want (TV, Phone service). YOU GUYS CAN'T EVEN GET MY INTERNET TURNED ON, ON TIME, WHAT MAKES YOU THINK I WANT TO BUY MORE OF YOUR AWFUL SERVICES?
So now it's Wednesday, the day of my "rescheduled" appointment, and I have no idea if anyone is actually going to show up this time or not. I'm still getting unwanted phone calls from the (757-414-6355) number from your reps trying to shove your TV and Phone service down my throat even after having already repeatedly made it clear that I DO NOT WANT IT. If that's still not clear, let me repeat it one more time: I DO NOT WANT YOUR TV AND PHONE SERVICE, IT DOESN'T MATTER HOW MANY TIMES YOU CALL, THE ANSWER IS STILL GOING TO BE NO. ALL I WANT IS FOR MY INTERNET TO WORK!
Since all of my other options for contacting you guys and getting help (Phone, Live Chat) have failed, I have decided to try my luck on these forums. I only want two things:
A.) To have my Internet Activated, preferably sometime this month, if it's not too much trouble.
B.) To stop getting unsolicited phone calls trying to force TV and Phone service on me. I DO NOT WANT IT, STOP CALLING ME! (Unless you're calling about the service appointment you actually intend on showing up for)
The only good thing about my experience so far is the dual-band modem/router combo, it seems very nice, to bad I don't have any actual internet connection to try it out with.
If anyone could help me out (other than simply apologizing for "any inconvenience"), that would be amazing.
Accepted Solution
EdwardH
Valued Contributor
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755 Messages
11 years ago
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Kevin949
New Contributor
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14 Messages
11 years ago
Dude I was just told by their tech support that they don't know much about the modem/router (that they sell, mind you) and the only thing they can do is reset it or set it to factory defaults, and then told me to either call the router manufacturer or pay an extra 100 bucks to go through cox tech services. Are you kidding me with this?
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Health_Edge
Valued Contributor III
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4.2K Messages
11 years ago
Is this anything another customer can help with? Or you looking for moderator only help?
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Vektor
New Contributor
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2 Messages
11 years ago
This is probably something a Mod will need to help with. They didn't show up to the scheduled appointment last night either so I'm still without Internet and I'm unsure what I should do at this point.
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