New Contributor
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43 Messages
Cox data use meter is WHACK
First, I'd like to say that I have been a Cox customer for about 15 years now and the longer I've been with them the more $$$ I pay for worse service. I'd love to switch but unfortunately there's no other internet provider to the apartment complex that I live in. I will also say that I have worked for another ISP as a tier 2 technician; I know my $hit and I know there's a problem here.
Back in mid 2017 I received an email regarding the new data caps that Cox was planning to roll out. The email advised me that since I'd NEVER EXCEEDED 300GB of data use in one billing cycle that I'd most likely not be affected by the new 1TB (1,020GB) cap that was being rolled out. On my Sep-Oct bill the Cox meter showed I'd use 149GB of data but then all hell broke lose.
I find it awfully odd that the very month that Cox begins charging for data use over 1TB, my use suddenly jumped to 1,020 GB on my Oct-Nov billing cycle. Then on the Nov-Dec bill I saw a whopping 1,135GB of data! Funny though, on Nov 30th (which is about midway in the billing cycle) I had a tech out because I was experiencing severe packet loss, latency and frequent modem reboots. I was told that the wiring to our apt was too short for it to be cut any more and that he would hook us up to the lines for another unit for now. If we had future problems then Cox would have to get permission from the manager to install new lines to our unit.
On Dec 16th I began requesting all of our data use logs from Jan 2017 to the current billing cycle; they are not available online to the customer. I was told that a ticket would be opened to escalate my request. ***TICKET OPENED***
I called again on Jan 4th I spoke with a tier 2 tech who advised they could see there were still signal issues and a tech was scheduled to come out 01/05/2018. I also expressed my concerns regarding my supposed data use which was an absolutely INSANE 1,135GB on my Dec-Jan billing cycle. Tier 2 adv that ticket would be passed to the "back end" because I was requesting the data use logs and he said all the tier 1 has access to is "what's online". I was asking for my data use logs from May 2016 through the current billing cycle. Please note that the ticket was never "touched" by anyone and I had never been given the logs nor had I been contacted.
Jan 6th I called again because I was "over" my data limit and I ended up upgrading to the additional 500GB per month for $29.99 extra. I also had another tech out due to packet loss, latency and frequent modem reboots. After having upgraded my end data use for my Dec-Jan billing cycle was 1,135GB. ***TICKET STILL OPEN***
Jan 17th I upgraded to the UNLIMITED data plan because I was so close to exceeding the additional 500 GB plan on the Dec-Jan billing cycle. I also chatted with tech support online and here's some of what the tech had to say....
Bastian G.
at 10:01, Jan 17:
I understand how frustrating this can be Misty, since you said that you are totally sure that this should not be like this, I would like to escalate this problem to a higher department that are in charge to verify the data usage, if there is any discrepancy they will be able to notice about it and correct it.
Misty
at 10:02, Jan 17:
Plus I'm still waiting to get the data usage logs for 01/01/17 through 12/31/17.
Bastian G.
at 10:03, Jan 17:
Yes, I can see that one in my system, however it has not been solved yet, I will update this escalation and place it as a high priority one Misty, I want to get this solved as soon as it is possible for you.
Bastian G.
at 10:05, Jan 17:
No, that is not the issue in this case that does not happen, this data usage discrepancy happens due to a system error.
Bastian G.
at 10:05, Jan 17:
I have updated the escalation for you Misty
Misty Cahal
at 10:05, Jan 17:
Any idea when I should hear back?
Bastian G.
at 10:06, Jan 17:
You should be notified within 24 to 48 hours, since I have left clear notations about this problem has not been solved in a long time.
***TICKET STILL OPEN and now escalated***
Today, Jan 28th, I contacted tech support online again and guess what? The ticket is STILL OPEN and no one has touched it. Honestly.... I'm calling **. Let's do a quick recap...
Sept-Oct: 149GB data
Oct-Nov: 1,020GB data (DATA CAP GOES IN TO EFFECT)
Nov-Dec:1,135GB data
Dec-Jan: 1,328GB data
My wireless is secured (I even changed the password back in Dec), I constantly monitor the devices connected to my network to verify only my devices are on, I verified that the ONE PC in my home does not have any viruses/malware and no torrenting is done in my home. Absolutely nothing has changed on my end. There is something messed up on Cox's end here and I am PAYING for it!!!! If this doesn't get resolved soon then I will be forced to seek legal help because I was injured at work and have been on workman's comp for some months now and I simply can't afford this.
Signed,
Misty
a pissed off C***** customer
tonguetwister
New Contributor III
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138 Messages
8 years ago
Though I truly hope I'm incorrect with this, I seriously doubt you're going to find any satisfaction/answers/closure in this matter.
In another post I'd questioned the accuracy of data usage my account was levied during a period of time when for most of that very same day my area was experiencing severe service interruptions. According to "the meter", we managed to gobble up 32GB on that particular day of paralyzed internet---the same 32GB we reportedly used the day before, when there WAS NO service interruption!
Again, I hope I'm way off but my gut belief is that the people we report and complain to here about our dissatisfaction are either handcuffed in their ability to respond in a meaningful way due to corporate policy and procedures, or are in over their heads because of a severe lack of technical qualifications.
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DJGem
New Contributor
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43 Messages
8 years ago
I read one of your posts and I wish I could give you 50,000Kudo's!!!!!! Any thoughts on complaining to an agency that GOVERNS C*****? I'm thinking about something like that if I don't start getting some answers soon. That and trying to find legal representation so I can sue them!!!!
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tonguetwister
New Contributor III
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138 Messages
8 years ago
First, thanks for your expression of solidarity. Let's see how far *that* gets us!
Second, do you REALLY think that users here would be furnished the name, address or alternate means of communicating with ANY governing, overseeing body for further questioning from this forum?
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StephanieA
Former Moderator
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1.9K Messages
8 years ago
What type of router do you have? Most newer models have a Data Usage Meter feature to track the data on your network. This can help in addressing your concerns.
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togomo80
New Contributor
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1 Message
8 years ago
My data usage GS also zoomed up +50% Nov/Dec, and another 50% Dec/Jan.....and am on track to continue this pattern.
Just for kicks I maxed out all if the 8 usage descriptions on the Data Usage Meter"....and it only indicated 964.30 GB!!
My latest bill indicated I exceeded my 1TB limit by 498GB.....i was billed $100.
I called COX....waited for 46 minutes....after describing my situation with service rep......He indicated only a Level 2 rep could answer my technical questions.....level 2 could not tell me which usage was causing numbers to escalate.......not happy..........something very strange is going on....may take this to another level.
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DJGem
New Contributor
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43 Messages
8 years ago
My modem (which is brand new) is a Motorola SBG6580 and has no data use meter. I also just purchased a Netgear wifi extender an it has no usage meter either. I am not going to flash either of these devices to get a third party meter either. Stephanie, go find some more canned answers because I know you're just stringing me along now. BEEN THERE DONE THAT honey!
It would be great if Cox would just stop ripping people off........
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Karen_R
Former Moderator
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303 Messages
8 years ago
Hello Togomo80, Thank you for contacting Cox Social Media. We can take a look at the data usage for you. Please send an email to cox.help@cox.com with this forum link, your full name, and address. We will reply back once we receive the email. Thanks
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DJGem
New Contributor
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43 Messages
8 years ago
Tiffany, I have been chasing Cox around for nearly THREE MONTHS on this issue now and STILL no one has bothered to respond to my requests for the DATA LOGS!!!! I'm seriously about to just cancel my 15 years of service with Cox because $109 a MONTH for ONE SERVICE is completely ridiculous!!!! I don't have time to do Cox's job FOR THEM.........
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DJGem
New Contributor
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43 Messages
8 years ago
Well...... STILL no response to my open ticket! Big shocker though right? Cox wants their MONEY and is now sending me SPAM emails, asking me if I want INTERNET SERVICE but by God when a customer is having problems they don't want to do much to help them FIX IT.......
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Allan
Moderator
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2.3K Messages
7 years ago
@DjGem,
We do not currently have any new updates on your open ticket at this time.
Thanks,
Allan - Cox Support Forums Moderator.
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DennisK
New Contributor
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1 Message
7 years ago
I too have seen an unexplained increase in data usage over the past few months. I worked from home for a few years and had never exceeded my cox data cap. I was essentially retired at the end of Nov (due to being laid off) so my primary data usage ended; however, over the past couple/few months I have seen a marked increase in my cox data usage (using cox my data usage page):
Nov 2017: 379 GB
Dec 2017: 590 GB
Jan 2018: 1014 GB
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ttyp
New Contributor
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4 Messages
7 years ago
I'm not sure which is worse, them not acting on your ticket or them quietly closing mine. I've opened three tickets about the data usage meter and when no one got back to me when promised, I'd call and be told that ticket was closed.
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MarkM1
Former Moderator
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231 Messages
7 years ago
DJGem,
We have received your ticket back about the issue you are having with your data usage. Would you please send us an email to cox.help@cox.com so we can let you know what the outcome of your ticket?
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X10
New Contributor
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2 Messages
7 years ago
Hey Dennis K we have same problem! Did you look at the daily data breakdown, was there specific days in January that spiked or just overall increase? Ours was also massive in January but I'm just now realizing it and can't see daily data beyond Feb at this point
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enduser66
New Contributor
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1 Message
7 years ago
I'm in the same boat. I was fine on data usage for 17 years then in Dec. '17 I noticed it was headed thru the roof so I bought the extra 500 GB plan late Dec '17 for 30 bucks as a pure panic shot as I ended up with 1229 GB usage. I then complained in early Jan '18 to Cox support that our viewing and usage habits don't change day to day. We are two retired seniors with pretty consistent daily usage habits. After calling twice to complain about the alleged "artificial" overage, the Jan usage did finish barely under the 1024 GB limit at 993 GB. Feb was even lower at 681 GB but still the data usage meter on my AC2300 Netgear router is about 30% lower day to day than the Cox meter. March also came in under the 1024 GB wire. However, with the new billing cycle starting on 3/25 I was at 34 GB for that day, however the day before I was at 11 GB. 3/26 and 3/27 jumped to 26 GB. Again, our usage habits are the same day to day. This wild data fluctuation is just impossible! I guess there is no resolution, fix or any agency that will speak for the customer. So, I will continue to call Cox support, point out the discrepancies and hope for the best.
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