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Max_the_data_le's avatar
Max_the_data_le
New Contributor
2 years ago

Cox consistently misreports usage

Cox is absolutely reporting and billing based on incorrect data usage information.  With all equipment turned off other than a checkpoint firewall, Cox showed me using 30-45GB per day.  It is literally not possible.

Everything in my home network is connected through a firewall.  It is not possible for any device to communicate through the cable modem without going through the firewall.  The firewall is showing that I am using approximately 400GB/month on average and Cox is saying I am going over utilization.  I have had Cox support staff confirm that the usage meter is showing erroneous information.  But this has not stopped Cox from billing me for overages.  I have had to call in to get the charges removed.  

I have gotten to the point where I am capturing the usage meter screenshot monthly and also the firewall usage meter screen shot.  The firewall meter is much more detailed and I can look at what is being transmitted and received down to the packet level if needed.  Cox on the other hand only provides generic aggregated information.

Despite efforts to talk to someone who actually has technical knowledge of the tool and how the reports are generated, getting actual support has been next to impossible.  No rebooting my modem isn't going to fix the problem.  Swapping the modem didn't fix it either. 

You have a TOOL problem and forcing customers to deal with a first level support person that has no clue whatsoever is a waste of time.  Closing escalation tickets after ordering a new modem to be shipped without confirming any results to then have to go through a process over again that has consumed well over 10 hours of my time is ridiculous.  My time is billed at $250/hour normally.  If Cox can't get their act together, I will be forced to take legal action, and given the nature of the issue, this will likely turn into a class action.  The forums seem to be littered with people seeing similar problems although they might not understand why.

2 Replies

  • @MaxR. I recommend sending us an email with your full name, address, and a link to this thread and/or brief description of this concern to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
    • Max_the_data_le's avatar
      Max_the_data_le
      New Contributor

      I have sent the e-mail as requested.  Please ensure this is reviewed by a network tech and not the standard tier 1 support person that is going to tell me to reboot the modem ... again.