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JamesAlexScott's avatar
JamesAlexScott
New Contributor
16 days ago

Intermittent Connectivity Issues

I recently moved and previously had zero issues with connectivity. From day 1 in the new home, the internet would disconnect every 90-120 minutes. I have contacted customer five times, twice over text and three calls. The first two were taking so long to respond I figured I would just restart the modem myself. That worked until the eventual disconnection about an hour and a half later. Finally I call, speak to someone who seems like he knows what’s going on and offers to send the technician out for free if the issue persisted. Great! The issue persisted, I call from work the next day but the new customer service rep insists I have to do the troubleshooting now for the fourth time. I ask if he can send the tech out and read the previous rep’s notes. He said he didn’t see any notes regarding sending a tech out and it could be a $100 charge because we didn’t do the troubleshooting. I decline and say I’ll call at home so we can do the troubleshooting again. I get home, call the service line again, same troubleshooting, same claim that the issue is fixed. I tell her that this is now the fifth time and what would it take to send a tech out. I get the same line from her to call back if the issue persists. At this point I’m wondering if there is some magic number of times calling customer service I need to reach before they actually send someone. I ask for a manager, who then says she sees no problem, but now it’s a potential $75 fee for the tech visit. On top of all this, I keep getting pushed to the app THAT WONT WORK IF THE GATEWAY ISNT CONNECTED TO THE INTERNET.

So is it free, $100, or $75? Is it based on troubleshooting or is it based on complaining to a manager or getting the right rep? I’m debating terminating the service because of how awful it’s been dealing with them. 

bad service

3 Replies

  • JulianN's avatar
    JulianN
    Moderator
    16 days ago

    Hello, I am very sorry you’ve not had the best experience with Cox. I understand how important communication and reliable service is. We value your business and do not want to see you go. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you! 

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    16 days ago

    The answer is - If you are within the first 30 days of service, and it's an issue with your indoor wiring, it's 100$. If it's a problem with deliver of service to the demarcation point, Cox fixes it for free. If you are outside of 30 day, same thing, but it's 75$. HOWEVER!!! If you are outside of the 30 days, and sign up for Cox Complete care, 10$ a month, and it covers the trouble call, so it's no charge if the issue is inside the home wiring. 

    https://www.cox.com/residential/support/cox-complete-care.html 

     

  • Jameswyatt73521's avatar
    Jameswyatt73521
    New Contributor II
    13 days ago

    i feel you it is definitely on cox's end i have been dealing with their escalations department for months now i have had over 20 to 25 techs out i have a bbb and an fcc complaint out and a lawyer on retainer as i work from home i cant afford to lose my job of 8 years due to cox. So i feel you. the techs come out nothing changes it is definitely on cox's end some of it maybe issues in the area but with this many people nationwide complaining about the same issue there is something wrong at the main internet hub for cox in general that over sees everyone nationwide as well. you are lucky you have options unfortunately cox is my only option lol