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aem330's avatar
aem330
New Contributor
4 years ago

Cox has completely dropped the ball during COVID

I have been a Cox customer for 15 years.  I've made numerous phone calls over the past few weeks to simply try and get my service re-established because we're moving back into our home following an extensive renovation.  Every time I call I get a different answer as to what I need to do.  When I request to speak to a supervisor to try and get reliable information, I never get a return phone call.

First, they said I could do it myself and sent a bunch of boxes and a modem.  Then they said I couldn't and set up a pro install appointment for 3 weeks from now (which isn't going to happen as they told me flat out it's a holding date).  While I understand the need for caution, during this time people need internet access for work and school, now more than ever.  This is an essential service!  My husband can't work and my children cannot attend school without this being set up.

After numerous phone calls, I was relieved to have a line activation appointment set up for today (my old line external to the house was never removed).  This appointment  can happen external to the house and with no human contact required.  I just asked that the technician call to let me know when he/she was setting it up since we are not living in the home yet.  I've waited all day for a call, and checked in a few times.  On my most recent call, I was told the appointment was cancelled.  I got no notice, no phone call with an explanation.  I've just been waiting and checking all day for no reason.  Cox has no regard for the needs of their customers.  The customer service representatives are not knowledgeable or helpful.  At a time when their customers need them the most, they have DROPPED THE BALL. 

3 Replies

  • Bruce's avatar
    Bruce
    Honored Contributor III

    What is your real need?  If service is so essential to you, why not just stay at your current house with the service?  Cox is satisfying your essential need but you want to give it up...for what?...to move?

  • Bruce's avatar
    Bruce
    Honored Contributor III

    You didn't provide what was in the "bunch of boxes" but I'll presume a DOCSIS Internet modem, telephone modem (eMTA) and a cable box.

    You can self-install the DOCSIS and cable box without a tech.  If your house wasn't previously and manually configured for Cox Voice (VoIP, packet-switching), you will be without telephone service until a tech visit.  Just don't connect the eMTA for now or get used to its blinking light (offline).