New Contributor
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1 Message
Internet issues and a bad customer experience
I am submitting this forum since I have been having consistent issues with my internet speed, everytime I reset the modem the internet speed for my devices will go back up to the 500 mbps speed andafter 5-10 minutes I have issues of the speeds going back down to 20 - 30 mbps, this has consistently happened on all my devices and at times I have had the download speeds be 3 mbps.
This is my ultimate issue when on the call with the Cox representative and letting them know I have updated the COAX cable made sure to reset, and all the common troubleshooting steps they said they would do a ping test, they said after the ping tests, it shows no packets were lost, but still I have internet download speeds. They began to get very terse with me on the phone and changing their tone being very argumentative and insisting that it is my device that has the issue, I let him know that since this is happening consistently in every device I own, PC, tv, phone and even my brand new laptop that there was no way that it could be a device issue, especially when all devices are experiencing the same thing of a modem reset increasing speeds for 10 minutes only to go back down to bare minimum speeds.
I requested for a Tech to come over and check my issues but after talking they kept interupting me saying that the Tech would not be of any help and its my own devices with these issues, they then tried to upsell me with Cox complete care but after wanting confirmation if I could get a Tech with Cox complete care they said I was being difficult and that I kept asking the same questions when I simply wanted clarification, I was told cox care does not do Tech and felt frustrated that they would try to upsell me something that would not resolve my issue.
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Shaun_A
Moderator
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86 Messages
Hello there. I am sorry for the connectivity issues you are experiencing. If a reset resolves the issue in the slightest, it is possible that the modem or router may be the cause. However, that is nothing we can truly determine from the office. It may lead to something we have to a send tech for, but we would like to take a look first. Can you send us an email to Cox.Help@cox.com with your full name and complete address? That way we can take a look further for you.
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workn46943
Visitor
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12 Messages
Cable and internet went out last night and I got a text from cox telling me it would be out until 4 or 5 the next morning. Both my cable boxes wouldn't work after that. Spent 5 hours on the phone and drove 20 miles to get 2 new contour 2. cable boxs, hooked them up and they dont work either. One of the agents I spoke with wanted to send a tech after about 2 hrs on the phone, I said I will go cable free before I spend a 100 dollars on that. The next agent told me I didnt need to hook up the coax from the boxs to the tv's that they worked wirelessly. WTF... the first agent I spoke with I couldn't understand dont know where my call went but it was bad and I asked for a su[Edited as per community Guidelines]isor a dozen times. Finally after an hour and a half she put me on hold for over 20 minutes and I hung up and called back. the 4th person I spoke with told me its my modem that I would need to wait until Sunday afternoon for a tech to bring it out and install it. I said I would drive back to town tomorrow and get it. In the mean time I looked up online about the modem, the agent had told me that mine was an IP3 and I need a newer one at least an IP6 to work. I called back again and this new agent told me it was not my modem.=, that the new contour 2 boxs would and should work with the pano IP3.
The last agent I talked to was fixing my new bill because I got 2 new boxes so it went up 14 dollars a month, she fixed it alright got my bill down to 183 a month then I found out I hardly had any channels left, so I went from 198 to 214 to 183 and had half my channels and she didn't tell me anything and I praised her for helping me. They are all a bunch of thieves and liars. still have 2 appointment 1 Sunday afternoon and 1 Monday. I believe nothing they tell me it's all a scam. Oh and by the way you cant say the word su[Edited as per community Guidelines]isor they will omit the middle of it so you wont recognize it.
What a shyster outfit liars and thieves!
(edited)
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workn46943
Visitor
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12 Messages
they keep making my comments private
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trparish56
Visitor
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1 Message
WOW! My experience exactly!! Brown outs, lost speed on all devices, troubleshooting steps are futile with absolutely no improvement. Technicians say there are no problems and then replace the modem and i have to go through every single device and reset to the new modem. So frustrating. Cust services are no help at all. Wasting my money .
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leemcmillan8
Visitor
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4 Messages
It would be nice if we could go at least one week without an outage in our area! It's really getting ridiculous!
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Darkatt
Honored Contributor
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2K Messages
Do you have a device using ethernet, and does it show the same issue? If not it could be wifi saturation. if you have an android phone, you can use wifi analyzer to see the wifi bands and saturation.
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