Where do you live? Has COX changed the cables in your neighborhood? How old are the cables in your neighborhood? Some neighborhoods are still using basic TV cables that are 20-30 years old which are not meant to handle these high speed data transfers. With wrong cables you will not receive proper data speeds even if you have all the right stuff at your address but if the main line coming to your address from the outside is still using an outdated old line you will most likely still have issues. COX will tell you that they will send a technician out to diagnose issue then bill you for it when in fact the main issue could be from main line outside of your address. Old lines are not 100% fully compatible with today's internet speeds. They try to boost and amplify lines to work.
I live in a new neighborhood, that is connected to a hub that is relatively new as well. After another visit with another technician telling me AGAIN that something is wrong with my modem. I challenged him to find two good working modems and plug them in to see what I get. He is supposed to come back today.
But then my latest update was yesterday from Facebook Cox technician telling me that they're sorry, but Gigablast isn't allowed in my area at this time.
Seems like a knee jerk reaction from a whole stem of people that have no idea what they're doing. What's the best answer? "Tell the customer we don't support it."
The additional audacity to them putting me through all this, and accepting no responsibility, was when they told me they could only refund me for the days that my ticket was open about the issue.
I signed up for Gigablast on September 27th, and opened the ticket about 10 days later. I waited that long to see if they could make some config changes, and allow it to catch up to me. The FB technician didn't want to provide me a refund for the amount of money I paid for something I didn't ever even get.
I wish I had some good lawyer friends. What they've done to me, and undoubtedly boatloads more, is nothing short of consumer neglect. I would LOVE to do an audit of their systems to see how many people are paying for Ultimate, or Gigablast, and aren't even zoned for that service.
