Forum Discussion

Shelle's avatar
Shelle
New Contributor

NOT GETTING SPEED I PAID FOR!!!!! I want a manager to contact me immediately.

We have been Cox customers off and on for the past 20 years. Mostly leaving due to HIJACKED bills and overcharges. We are back because my daughter does online school due to illness and unfortunately, Cox is the "best" internet we have here in Vegas. 

Got a card in the mail to upgrade to 150mbps internet for $5 per month for 12 months -- going to $10 extra after. OK. Fine. Excited to have faster speeds. We had 50mbps speed and would usually only even get 40 or so.  Upgraded and NOW only get 30-40mbps when we are paying for 150!!! Our cell phones don't even go that high (can get 100 or so only).

Chat support.  She said to trade in modem, so we did. We have a BRAND new router ($80), also at their suggestion. I don't think they even know how to fix the problem, just collect more $$$  Called in to tech support and spent about 30 minutes on the phone with a "techie" insulting my 7 year old computer and my limited computer knowledge.  Probably still lives in his moms basement and plays D&D all day. 

Oh, and they also said in order to actually get WHAT I AM PAYING FOR, I have to connect ALL my devices directly to the modem & router.  WHAT ABOUT THE CONVENIENCE OF WIRELESS????? You promote that this service is supposed to work and give us screaming fast internet?  Well your OWN site's speed test comes up "latency error" when I try to do it -- so the problem is with your server somewhere (according to the troubleshooter guide).

Am I pissed?  YOU BET. I have been screwed over by this company time and time again (costing time and money) and all they can seem to suggest is upgrade equipment at my cost.  

Well THEY SHOULD TELL YOU all that when they want you to upgrade service.  I am stuck now and would like a member of your management team to FIX this issue. I am tired of dealing with so called tech people whose only solution is to switch things on and off, move stuff, or buy new things. Three calls and chat sessions, plus a trip to the store to get a new modem. Not to mention all the past ** I dealt with over the hijacked billing and upcharges. That only got corrected when I threatened legal action (still possible).

Show me what I actually pay you for, people -- the TEN people working in the store that handed me the new modem don't even have to answer the phones at their store.  Y'all can do better.  

Customer support team -- ESCALATE to management. PLEASE. I just want what I paid for. I know you are not Costco, but you could at least try harder...... 

bills fees increase internet
connection issues
cox coxsupport latency
cox coxsupport slowinternet crappy
poor internet connection
speed

3 Replies

Sort By
Most LikedOldestNewest
Replies have been turned off for this discussion
  • AllenP's avatar
    AllenP
    Valued Contributor

    Nice rant but this is a customer to customer tech support forum. A few Cox reps do moderate and sometime help out but you are not going to find a manager here. Anyway, managers aren't going to fix the situation, they will only delegate down to the techs.

    I know you are frustrated, I would be too, but if you would like some help troubleshooting, please post details of your setup. What modem did you have, what did you upgrade to? Same for router, what did you have and what did you purchase? How are you connecting the device running the speed tests? Wired or wireless? If wireless what band and standard? Thanks.

    Just a few FAQ to give you expectations:
    - Some laptops (and older computers) only come with a 100Mbps wired Ethernet port. If your computer doesn't have a gigabit port, you are limited to 100Mbps wired.
    - Wireless "n" on the 2.4GHz band can be limited to 40-50Mbps depending on how crowded the band.
    - Wireless "n" will peak out at about 100Mbps on 5GHz under ideal conditions.
    - To get full 150Mbps from your connection, you need either a wired gigabit Ethernet connection or wireless "ac" on the 5GHz band.

    Can you run a speedtest from a computer with a gigabit wired connection direct to the modem, bypassing the router. That will tell if it's a problem with the line or your router / internal network. Thanks.

  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    " Probably still lives in his moms basement and plays D&D all day. "

    I used to live in my mom's basement and would love to play D&D all day. You have a problem with that? Are you saying you are anti geek? If so, I don't see how you will get many customers to help you with that attitude. Most of us wouldn't be here reading your post if we didn't have some kind of geek or nerd in us. Maybe the problem is you aren't nerd/geek enough.

  • PolarisX's avatar
    PolarisX
    New Contributor

    Tecknowhelp said:

    " Probably still lives in his moms basement and plays D&D all day. "

    I used to live in my mom's basement and would love to play D&D all day. You have a problem with that? Are you saying you are anti geek? If so, I don't see how you will get many customers to help you with that attitude. Most of us wouldn't be here reading your post if we didn't have some kind of geek or nerd in us. Maybe the problem is you aren't nerd/geek enough.

    Yeah I gotta agree. Calling geeks geeky, then asking for help is nothing short of stupid.