Gigabummer - Speeds not as adverstised

I have had issues since I moved to this house.  1.5 years ago. They always blame your equipment.  My gigablast package wasn't getting any higher then 350 mbps. They told me it was my modern and router.  I go to the cox store and pick up a panoramic wifi modem. Speeds are a little better. But only 500 mbps. Where is the fault at now.  I have a technician coming out tomorrow to check on my connection.  I would really like to see what his equipment states. Will update after my appointment tomorrow.  

I was contacted on Monday 6/15/20 by a special team at Cox that was scheduling inside appts to connect our coax cable to the wall outlet.  The coaxial cable has been running through a window for over a month now.  I was not expecting this but I loved that Cox was being proactive as I had been requesting this but it was not possible due to COVID-19 restrictions.  Two hours later I had not received a text appt notification and no appt was showing in the Cox app.  I called Cox to find out what happened.  Cox had no record of the appt.  They had scheduled the appt for the other home on our account and I still had no text or app confirmation so I really question this.  The Cust Svc Rep outreached the team supervisor and tried to get the appt scheduled.  Very disappointed.  Why call customers proactively and then not do what you said you were going to do.  The appt was never scheduled. 

Since I submitted the FCC Complaint, I am in touch now with Michael F., Cox Executive Escalations Team.  First contact was Mon 6/15/20.  Michael F. sent the Cox Employee Tech, Greg, out to the house on Wed 6/17/20.  Greg replaced the cable from the Cox box on the ground to where it connects to the house.  Greg identified some sort of electromechanical interference that is, allegedly, interfering with Cox’s ability to deliver Gigablast speed.  My speed remains 280 down and 37 up.  While Greg was troubleshooting he connected his laptop to my Arris SBG 830- Modem Router and could only get 500 down speed.  Greg is on a two plus week vacation now.  He promised to leave detailed notes and that a specialist would be working on identifying the source of the interference.    The interference is an important issue.  When Cox provides Gigablast Fiber to the home it is not subject to interference.  When Cox supplies Gigablast vis Coaxial Cable the issue of interference becomes a major concern.  Troubleshooting the source of the interference can take days to weeks per Greg.   I should note here that Greg was able to finally connect the coaxial cable, that had been coming in through the window, through the exterior wall and into the coax. outlet. 

Micahel F. called on Friday 6/19/20, less than 48 hours after Greg left, to say that the source of the interference had been detected, and corrected, and that I should test my computer.  Unfortunately, my computer was still testing at 280 down and 37 up. 

It is also important to note that Cox is selling two very different levels of Gigablast Service for the same price:  Cox Fiber Internet is very different from Cox Coaxial Cable Internet. 

To demonstrate this Coax vs. Fiber phenomenon I took my computer back to my previous home and, voila, Cox Gigablast Fiber speeds were 500 – 810 down and 500 – 600 up. Crazy fast.  Just like I was used to experiencing.  The problem is not my customer gaming computer!  Thanks goodness!!! 

So now, we are back to having to determine if the problem is the Cox Coaxial product, electromechanical interference, overloaded nodes/servers in the area, throttling (Cox has also been throttling upload speeds for entire neighborhoods with no notice to users. Thanks repeal of net neutralit y), or something else. 

Greg comes back on 7/5/20 and we are due to follow up then.  He did give me his cell phone.  I sent an email to Michael F. and the Cox Exec. Esc. Team with screen shots of my Gigablast speeds from my previous home.  I will call Michael on Monday and report back.   

I also noticed a special $150 charge on my most recent bill for Equipment Deposit $50 and Internet Pro Connect Conversion charge of $100.  The Coox Chat agent said that I could have the $100 Internet Pro Conversion credit but I would have to go into a Cox Store to get the $50 Credit for the Equipment Deposit.  This is for the Panoramic Wifi that I didn’t need and I returned via UPS two weeks ago.   I am not going into a Cox store.  The stores are only open during business hours for my work.  Also, COVID-19 is out of control here in AZ.  I am not going to any store if I don’t have to.