Ongoing Issues with 2G Service – Unacceptable Speeds and Customer Treatment

Dear poor Cox service,

I am writing to express my growing frustration with the subpar service I have received regarding my 2G internet connection. Despite numerous attempts to resolve this issue, including contacting your support team multiple times and enduring repeated troubleshooting steps, the problem persists: I am not receiving anywhere near the speeds I am paying for.

Your team identified a broken cable in the ground as the root cause, which took over a month to fix, yet nothing has changed. Before that, I was routinely told to restart my modem and check speeds, only to hear that “everything is fine.” However, the speed checks your system performs appear to test connectivity only between internal devices and the modem—not real-world connectivity beyond my home. This oversight is misleading and fails to address the actual performance issues customers like myself are experiencing.

Even after the cable was repaired, your technician tested my connection directly via a wired connection to the modem in my home and recorded speeds of only 350–400 Mbps down. This is far from acceptable for a service advertised and sold as 2 Gbps. Yet, I was told that these speeds were “normal.”

Frankly, this is unacceptable. I am paying $180 a month for a 2G service that consistently delivers no more than 1/4 of the promised speeds. This falls short of what any reasonable customer would expect and borders on being deceptive. Based on similar accounts I’ve seen from other customers, it’s becoming clear that Cox appears indifferent to resolving these issues or delivering on their promises.

If this situation is not addressed and resolved promptly, I will be left with no choice but to explore other providers who can deliver the service they advertise and respect their customers.

I hope this message is taken "seriously" which will probably result in some forum Cox tech telling me to reboot my modem, as I would prefer a resolution rather than having to leave. How can this service be considered quality when it's proven it's not working!!

Regards....