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granniepantieskitsch

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2 Messages

overcharged data usage internet

our Internet data keeps spiking even though our actual usage has not changed.  I tried to get help in the cox store in Tempe marketplace but Luz was rude and dismissive. I was told to call billing but they also could not tell me what device was using 250gb of extra data over a 4 day period. what's going to happen is I'm going to find another internet provider that is actually willing to help resolve an issue like this and you can send my bill to collections. you're charging us $50 extra and you're not willing to help us diagnose and stop this from happening. the only assistance anyone was willing to give us was to sign us up for unlimited data which costs more. 

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StephanieS

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693 Messages

granniepantieskitsch We'd be more than happy to review your data usage for you. Please email us at cox.help@cox.com and include your full name, address and a link to this Forum's post. 
-Steff

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granniepantieskitsch

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2 Messages

I just filed a complaint with the FCC. im going to let them handle it.

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StephanieS

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693 Messages

granniepantieskitsch Please know that we are available to help you 24/7 via email. 
-Steff

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Darkatt

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2K Messages

@granniepantieskitsch​ Your FCC complaint is useless. Cox's data monitoring is tested by a third party and is 99.9% accurate. 

As for what is using the extra data, there are a number of things that can happen. If you watch streaming media, a lot of it is upgraded to 4K and that can use 8gb an hr. In 10 days of an hour and a half of streaming = 120GB right there. 

New phone? If it installed OneDrive, it COULD be backing up daily using a LOT of data. Security cams? They can use a lot of data as well. Amazon Echo/Dot? Not only can they share your data to a small degree with neighbors using Amazon's stuff, they can go into a loop listening/sending data to amazon, and use a LOT of data. 

If you want info, Contact Cox's tech support, request escalation to CAG, and ask for assistance with this matter.

(edited)

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fernando1110060

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120 Messages

They only care about the money that’s all

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DorisM

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153 Messages

Hi. If you need assistance please email our care team at cox.help@cox.com, and we will be happy to assist you. 

-Doris

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