Forum Discussion
I was on the phone with the COX support:
Customer service #1: said I have to pay $75 to have a technician to come down to look at it. I refused to pay because the speed test number is just too bad which I think COX should fix it for free.
Transfer to CS #2 (Sales): I address the problem and explain my reason for not wanting to pay for the technician to come out and reason being that I only get this "ridiculous" speed for my supposedly Giga-bluff internet
Transfer to CS#3 (Loyalty Dept): explained the whole scenario once more and if I still this kind of speed and have to pay for every technician to check up at no fault of ours, I will want to cancel my subscription. They finally willing to waive the charge and will transfer me and passed me on to Technical support once more,
CS#4 (presumably the real Technical support Dept): after explaining, they probably did some tweak on their end, I was asked to do a speed test while we were on the line, **this time we have 176mbps on download and 336mbps on upload. But it is still not even half of 1GB. So they finally agree to send someone to come look at it tomorrow.
I may want to look into other provider soon if this not resolved. It will be crazy to pay the price of subscription and not getting what they promised.
- Becky6 years agoModeratorHi PT_R2, your ONT is reporting poor Optical RX levels, no doubt contributing to the slow speeds. I'm glad you have a service call scheduled for tomorrow so we can resolve this for you! -Becky, Cox Support Forums Moderator
- PT_R26 years agoNew Contributor
I only get my service call scheduled for free after talking to FOUR reps. One of your rep insisted that I can't get the service without paying $75 and COX is "willing" to let me have a payment plan of $10/month to get the service charge of $75 paid off. WOW!!
- davephx6 years agoNew Contributor II
The $75 is the standard install fee to get fiber to the house but if already paid it and its a cox issue as it sounds like they should not charge another $75.
Don't give up yet you should be getting the much higher speeds but there are various adjustments the cox repair person may have to make. I have had cox in Phoenix for about 25 years and adjustments at their box had to be made many times including redoing cables both inside and from the pole (long before Gigablast), attenuators etc. I have found the service folks (often contractors) mostly very sharp and willing to spend the time to solve the problem. Maybe just lucky being in Phoenix.
It was confusing since on one of the last posts still talked about the C6300v2 which isn't for fiber nor even Gigablast via DOCSIS 3.1 since its older 3.0 - one of the best combos of modem/router for lower tiers but not Gigablast.