Forum Discussion

Asperities's avatar
Asperities
New Contributor

It takes a lot to lose a customer of 24 years...

Been an Internet customer of Cox for years (I thought only 18, CSR said 24).  Finally got annoyed enough with Directv to move on for TV services.  Called Cox, quote was around $170 and I said fine.  Install, last week, was fine -- except I required two separate DVRs and they were networked.  One Dvr was supposed to.be whole house 6 tuner, second I didn't care about...  Two other client boxes.  Coincidently I lost upload speed last week.  Tech support initiated a service roll.  Tech came out, I mentioned that my wife and I shared our two DVRs.  Recordings were on both boxes, visible on all boxes.  Tech said I'll fix it.  Many tries later, calls by him to tech support, many missing stations, he got us to where we started.  The upload speed solved itself.  Checked my online account, bill was up $17.  I called, and was told to talk with retention!  Retention was plain silly, found a 5$ credit that had been removed.  When I asked for a supervisor, indefinite hold.  I showered, changed, had tea and read the morning market news.  After an hour or so I hung up.  

Came home from errands and tried again,  got a supervisor in billing -- a nice guy.  Figured out the salesman had lied and mis entered the data.  Unfortunately the new bill was another $10.  So now in 3 days my new service had increased by about $30!  And best of all, still cannot have two DVRs operating separately.   Amazing.  I have a call into Fios.  How hard do you have to try to lose a long standing customer.  

7 Replies

Sort By
Most LikedOldestNewest
Replies have been turned off for this discussion
  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Asperities

    Our account services team would be better position to address any billing concerns. Feel free to email us at cox.help@cox.com for more assistance there. As for box visibility I must say that's an unusual request as how one of the primary benefits of the new DVR is whole home networking. If you need them to act as stand alone boxes only a tech may be able to install MoCA filters behind each of them to accomplish that.

  • Asperities's avatar
    Asperities
    New Contributor

    Thanks for the response but your accounts team, and supervisor have managed only to increase the bill, not solve anything.  Best line was "not really sure how this new system works".  As for changing my viewing habits to conform .. just like a lot of your customers, I prefer to have two DVRs.  Your whole house solution, with 3 clients, all being used is the same as having a 2 tuner DVR.  We frequently use a tv as a radio, keeping the news on in the background.  My wife and I don't share tastes in entertainment.  I watch **, she watches movies and documentaries.  Your whole house solution, fails in this scenario.  Glosses over the fact I asked for two DVRs, agreed to pay for 1 whole house and 1 stand alone DVR, and have a bill that bounced 30$ After a tech showed up, broke the newly installed system, called his support, got it back together, and managed to get my bill increased.  That was in the first week.  When I did complain,  I was told request was impossible.  As for it being an unusual request, I'll leave that to you and your analysts to determine.  

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @Asperities

    Perhaps I may have not explained it clearly enough while trying to address two issues at once, I apologize for that. I don't think you necessarily need to change your viewing habits. While these DVRs are designed to be shareable throughout the home I believe installing MoCA filters on each of them would prevent them from seeing each other. This is something a tech could accomplish for you.

  • 0uid's avatar
    0uid
    New Contributor III

    I'm going to try to keep this clean as far as the rules go.  I have been a Cox customer for a very long time as well.  I actually believe there service is good, but the quality/reliability of their equipment and the service costs are really hurting them on the TV side. Honestly, we have had a great experience with their internet service, I believe there we are getting a great value. 

    Back to their TV service, the Contour boxes were not stable for us, so we literally built our own systems to watch cable TV, along with a DVR.  We happen to buy a bunch of equipment (Amazon Fire TVs, Silicon Dust IP Tuners, Linux boxes...etc).  Everything worked, but frankly we were still paying too much money.  Earlier this year a service became available to watch cable over the internet...I don't want to be accused of spam, but as a hint  I'll just say enjoy the "vue".  :)  We use Amazon FireTVs for "cable" boxes, they also support netflix and of course Amazon Prime.  I hear ROKU boxes will also work though.  We cut our costs significantly, the experience is different, but well worth the adjustment.  DVR is in the cloud...etc  You also have access on Apple and Android devices.  Cox needs to get with the game and become cost competitive again on the TV side.

  • Miz_Chellie's avatar
    Miz_Chellie
    Contributor

    Well iI have to agree with you 100% Quid.

    I am not bashing Cox either. Have been and am still a Cox Customer for 30 years -a very long time. I just returned my cable TV equipment and have kept the Internet. Things change.

  • Asperities's avatar
    Asperities
    New Contributor

    I notice that my response didn't make it online -- I have had two service rolls, neither was able to break apart my two DVRs.  In a couple of phone discussions with your CSRs, both thought that I should be able to have two DVRs operating separately, one even had that setup, but no go on my end.  It's a Contour 2 thing.  

  • Asperities's avatar
    Asperities
    New Contributor

    To clarify, my edited out word was one that rhymed with "trap."  

    I hate to give up Cox internet because of their limitations on the TV side.  But, it is also hard to pass up on Fios bundles.  I'm coming from Cox Internet, Directv, and Verizon copper.  I'm annoyed with Directv, and cancelled after 17 years.  I've been with Verizon for over 40 years, and Cox for 24.  My problem with Cox isn't even one of technology, although they cannot deliver two separate DVR streams, and local channel 4 keeps needing a reset.  My problem with Cox is one of changing pricing repeatedly within days, and not delivering on requested services.  Oh well, I do have alternatives.