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Me_Ko's avatar
New Contributor

Has anyone reported Cox to FCC for this? Charging customers for gigablast speed service that they cannot provide during high usage with COVID?

I've had to constantly increase my speed just to get ANY decent internet service. Now I have gigablast--the speed goes up & down and it frequently cuts out. I purchased the latest docsis 3.1 for $400, replaced with recommended cords/ethernet-- still no change. Then as Cox suggested; I got rid of all my equipment and rented everything Cox said I need for higher gigablast speeds--little to no change.  The maximum gigablast speed it's ever 'shot up' to is 450 mbps; it frequently goes to a low of 6 mbps then it drops all internet connections. Within minutes it comes back up and hovers in the 150 to 300 range. On occasions that it hoots up to 450, it never stays there.

The latest Cox technician told me, based on my having little to no Internet specific times each a day, it's due to so many people using it during those times and there's only so much their cables can do--so the message is I basically just have to deal with it -- yet Cox bills me for gigablast speed 100% of the time when I've never been anywhere near 1,000 even the good 'hours' when it's working best.

The first problem they identified was my buried cables were all corroded; it took Cox 3 months to get them replaced and another 3 months to get them connected to my home (I live in a condo with other homes attached.) When a Cox technician finally came out to replace my corroded cables, he left the new cables tied up in a bundle not connected to anything, then left without scheduling a follow-up service to connect the lines. I called Cox again and was told it IS connected, over & over, until finally another technician came out, saw the cut cable tied in a bundle in my back yard. He finally connected the cables; now I don't get dropped as often, but still nothing near the gigablast speed. It has remained in the low 200 range & still occasionally drops. 

Cox technicians have come out with a hand tool to test my speed--always on their tool it shows 800-900 speeds, yet on my computer it's 275 and my phone and gaming equipment is 285. They cannot say it's my equipment or cables anymore since I'm using theirs, and there has been no resolution. It's beyond frustrating. If I go to any lower Internet speed I can't even email...

I've thought about reporting Cox to the Federal Communications Commission- has anyone done this? Is it right for Cox to keep collecting the high cost of gigablast speed when they are unable to supply that speed, and I've seen hundreds of similar complaints and Cox needs to be accountable. I have never achieved speeds anywhere near what I'm paying for. 

1 Reply

  • CrystalS's avatar
    Former Moderator

    The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone, and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at Provide us the name on the account with the complete service address with a link to this thread so we can get started.

    Crystal S. Cox Support Forum Moderator