Forum Discussion

jmorrison757's avatar
jmorrison757
New Contributor II
5 years ago

How do you get away with this?

What other company can get away with selling a service and offering less than 10% of that service? Sort of like paying for 300mbps internet service but getting less than 10mbps.

Then, whenever the customer calls for support, the company blames the customer's router, modem, dog, the weather, chance, the "up to" language in your sleazy fine print, COVID-19, or whatever else they can make up for the ** service. 

When is Cox going to reliably offer the speeds customers pay for? Is my $89.99 per month worth even 50% of the service I pay for? Because I'm not seeing it.

  • Allan's avatar
    Allan
    Moderator
    5 years ago
    Hello Jmorrison757, Your modem is reporting some poor signals and time out errors at this time. Are there any splitters or signal amps on the cable line going to the modem? -Allan, Cox Support Forums Moderator.
    • jmorrison757's avatar
      jmorrison757
      New Contributor II
      5 years ago

      I can't see 100% but there appears to be 3 coax lines running on the outside of the house. I can only assume there is a splitter somewhere from where the drop from the pole meets the house and between these lines. Only one is in use, by my modem. I did notice there are a number of uncorrectable errors on the downstream channels on the modem the last time I logged in.

      Who's responsibility are the coax cables on the exterior of the house? Yours or mine?

      • CrystalS's avatar
        CrystalS
        Former Moderator
        5 years ago
        Hello Jmorrison757, 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 cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. -Crystal Cox Support Forum Moderator.
  • scubachristophe's avatar
    scubachristophe
    New Contributor
    5 years ago

    Exactly!  Where can we see your backbone graphs?  Where's your planned outage notifications to customers, or is this all your "unplanned outage" category?  I may be ignorant of what data is available, but at this point, I should be seeing daily emails about 1) the weather forecast in my areas as to whether or not I can actually work from home and 2) what compensation is coming OUR WAY for the (understandably large challenge, at first) shift in dynamics given COVID.

    We pay for a service.  You have no competition.  This pattern will not disappear in 6 months.  Be clear about what you are doing to scale your capacity, and don't make us try to get to downdetector to see, again, there is that beautiful orange spot in Orange County (and SD, and...)... yet no notification by you, our service provider.  I get more texts from Grubhub in an order than I have when I had no internet.

    Communicate, share, alert, be transparent.  You'll earn our support through the rough moments.  Don't treat us like mushrooms.

    • LisaH's avatar
      LisaH
      Moderator
      5 years ago
      Hi Scubachristopher. I can understand how frustrating it is to not know when outages will happen. We do not report outages to downdetector.com. To see if there is an outage, you can use the Cox app via any mobile device. If you are having service issues, we recommend you contact us via Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator