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JamesAlexScott's avatar
JamesAlexScott
New Contributor
2 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

2 Replies

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    20 hours 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 

     

  • JulianN's avatar
    JulianN
    Moderator
    2 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!