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Internet_Spee14's avatar
Internet_Spee14
New Contributor

Internet Speed Frustration

Tonight I called into support because I had found that the Ultimate Package was supposed to deliver 300mbps. I was promptly told that my package only delivered 150 because of my modem, and that I would need to purchase another modem at 9.99 a month to get the full speed. The Premier speed is already 150 so why would Cox let me upgrade my speed without letting me know that there was another modem that is needed to take advantage of the speed? I'm even more frustrated because I've been on the Ultimate package for about a year now and have just been wasting 20 bucks a month for no speed increase.

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  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    Who did you order the upgrade through? It used to be that Ultimate required a professional install for the very reason you describe. This is because most/all Cox Sales rep know very little about the technology behind making the service work. They aren't trained to know and with DOCSIS 3.0 on it's 5th generation of tuners, with DOCSIS 3.1 on the way, even if they were trained, it's complicated. You may have a case though. The only way to know is to contact their billing department and see if you can get any reimbursement. They may, and rightly so, claim buyer beware, but it can't hurt to ask.

  • Internet_Spee14's avatar
    Internet_Spee14
    New Contributor

    I had gotten my service professionally installed. Some guy came and cleaned up all my coaxial cables and that was it and said I was good to go on everything else. I guess I'll try and give the billing department a call tonight.

  • Becky's avatar
    Becky
    Moderator
    Hi There,

    When a speed increase requires a change in equipment, we normally alert customers via email using the preferred email address on file. If you'd like us to investigate this further, feel free to email our team at Cox.Help@cox.com. Please include your full name, address, Cox PIN, and a link to this thread in your email.