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wendyleigh2

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Waiting...and waiting...for Gigablast

Wondering if anyone else is having this problem.  I called about 6-7 weeks ago when my contract was up and we all started working from home and our internet kept dropping and kicking us out.  I was told hooking us up to Gigablast would solve the problem and it was available in my area BUT needed a technician to run it from the street to my house.  And no technicians available due to COVID.  But as soon as they could they would get to me.  I've called a few times and still get the same answer.  I have options in my area and can switch to ATT or Spectrum but they are slower; however, I'm getting very frustrated with Cox not even being able to give me a general idea of when they might be able to help.  Anyone else?

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ChrisL

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Due to the challenges presented by this current pandemic technicians are not able to perform work requires inside customers' homes. Be sure to regularly check https://bit.ly/2TQvDPW for updates regarding our COVID-19 response plans.

-Chris

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wendyleigh2

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that's what I keep hearing, but I've had plumbers, appliance repairmen, exterminators, etc. in here all along.  Restaurants and salons are even open.  What are you waiting for?

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Bruce

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was told hooking us up to Gigablast would solve the problem

How would a faster plan solve your dropping and kicking?  It seems Cox chose to oversell you rather than troubleshoot.

Have Cox fix your original problem before upgrading because you'll just be paying more for the same problem.

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wendyleigh2

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It's actually not an upcharge.  In fact, when I drop the Homelife, which I never used, my bill will be lower.  I'm just tired of waiting for them to fix it.

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Bruce

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Cheaper is good.  But you get my point of having a faulty connection.  Changing your data plan on the same faulty connection won't help.

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MichaelJ

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Hi Wendy, If you need a repair or there is an issue that may need a tech to come out and troubleshoot further, out of an abundance of caution and for everyone’s safety, we are exercising social distancing. The good news is that we’re still sending technicians to people’s homes. However, our technicians can’t go inside the house. They can check cabling and equipment outside your home. If you need new equipment, they can set it on your doorstep, and they can walk you through troubleshooting / installation while still outside your home. They’ll talk to you over the phone, FaceTime / video chat, or even through an open window at a safe distance.

Feel free to reach out to us through Twitter @COXHELP, or Facebook, or email us at cox.help@cox.com

Thank you,

Mike J.
Cox Support Forums Moderator

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TucsonSam

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New to Cox but have had gigabit service elsewhere so this is in part based on that experience - I believe going from any other plan to Cox Gigablast requires a change to the infrastructure between the poll and your house and/or your Cox equipment by a technician. This 'upgrade' in and of itself may remedy wendy's issue. In fact, I'm considering the same approach to clear up my slow connection issues on my 500 Mbps plan.

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Allan

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@TucsonSam, What speeds are you currently getting? -Allan, Cox Support Forums Moderator

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