I'm right there with you, we have had COX for close to 30 years, we filed complaints with the FCC and the BBB, the first time COX responded they claimed me and my husband were not on the account, so that was a task to get fixed so at least he was on it, that's done now. So we had to send another complaint to the FCC and BBB in order to get them to respond to our actual concern, this second time around they said a company line using language we did not use "intermittent issues can happen every once in awhile and we understand your frustration". The problem here is that we don't have issues with our upload speed every once in awhile, we have them 99% of the entire month. So they then tell us the tech we had in Jan found zero issues, we knew he wouldn't, because that was the 1%, that was the one day out of the entire month of Jan that our upload speed worked, I had even mentioned TO him when he got here that it was actually working, and I mentioned in the FCC and BBB complaints it WORKED when he was here.
We got contacted again by COX and they assured us that our area is getting ready for a node split in April of this year (remains to be seen), but still unable to get an upload speed of over 1mb through gigablast more than once a week (if we're REALLY lucky), so we contacted COX AGAIN!!! This time the tech was here this past Friday, he came out and said we had packet loss from anywhere between 10% and 30% and it kept fluctuating, I read that anything over 2% is atrocious. Now, he said a network specialist would be here this coming Monday (another remains to be seen), but what happens if once again our internet works perfectly when the specialist arrives?
There's an issue here because they seem to be unable to detect actual issues when the connection works, so if Monday comes around and it's working perfectly, what's going to get fixed? Likely nothing right? So my neighbors whom have AT&T have been running speed tests on their internet connections for the last 3 weeks, and their speeds are exactly as advertised, and it's a weak pitiful connection, AT&T 50, but they at least get 15mb of upload speed at a near 100% consistent rate, we're going to give COX until the end of April and then we're dumping them, I would rather pay less than half of the near $200 we pay for COX for an absolutely awful download speed but VERY consistent upload speed (we're twitch and Youtube partners so we need the upload speed for live streams) over an internet we pay $200 for a month for half of the service that is offered.
I don't blame the COX reps, nor the COX techs, I blame their bosses, and their third party "network specialists" for making this hoop jumping a thing, both of the techs we have had were great, friendly, good experiences, the reps we have spoken with were great people, but those in charge as well as the people they outsource their help to seem to not give any sort of care, I'm not about to put them on blast via posting their response to our BBB and FCC complaint, but they tried to nickel and dime us the first tech visit, and they should be more than willing to wave the gigablast fee ENTIRELY until it works.
Nobody at any point should be treated like an idiot, and when some person doesn't understand that our upload is ALWAYS dead, we have a 3 week old $400 gaming router, a 3 week old Docsis 3.1 modem (all hard wired no wifi to PC's and consoles), all brand new cat 8 cables, brand new coaxial cable, that we're at least doing OUR part to ensure it isn't COX.
The tech that came out on Friday said it's definitely not in our apartment, but the two responses we have gotten from COX corporate office suggests something different, that it's us. This has been the worst last few months I've ever experiences with any company, especially considering we have been with them and loyal for almost 30 years.
Oh, and last thing, I sent in with our FCC and BBB complaint which I suggest you do if you contact them, a screenshot with a few hundred speed tests. Do not just use the COX website speedtest, nor Ookla app, the most reliable speed test you can run is the Measurement Labs M-Labs one through Google, ignore any hyperbole about why the COX website is accurate, there's a long detailed post on Reddit that actually explains the difference between Ookla and measurement labs, the M-Labs we found dead on based on our upload speed from OBS streaming platform to Youtube being the same exact numbers versus Ookla saying we're getting 5mb when no, that's 5mb one way. So run tests, LOTS of tests, through multiple speed test websites and apps including M-labs, do not hang your head on the COX website speed test.
