No confíen en el servicio Cox !!!

Hello,

I have been with Cox as my internet service provider for years since there aren’t many other options, and I had never had any issues until a few weeks ago. I decided to upgrade my plan to higher speed and unlimited internet because I was paying an extra $100 per month just for additional data. However, after upgrading, I started experiencing slow speeds and service failures.

I contacted Cox customer service multiple times, and they told me I needed a new modem, which they wanted to charge me a monthly rental fee for. Since I rely on a stable internet connection for my work, I agreed to receive the new modem. Once I replaced it, I contacted support again to get it set up, and that’s when the real problems started—it wouldn’t connect at all.

It’s worth mentioning that before changing the modem, my internet had no connection issues; it was just slow. After replacing it, I reached out to customer service about 10 more times, looking for a solution. Their only suggestion was to send a technician, which would cost an additional $100. I refused at first because I have a good understanding of how these things work and knew that my home’s setup was functioning correctly.

Eventually, I agreed to have a technician come after they assured me that if the issue was on Cox’s end, I wouldn’t be charged. When the technician arrived, all he did was program the modem using his phone. I asked him what the issue with my connection was, and he simply said, “None, I just had to connect it to Cox’s servers and link it to your account.” I stayed with the technician the entire time to make sure there wasn’t actually a problem.

Today, I noticed an extra $100 charge for the technician visit. I immediately contacted Cox customer service to dispute it, but they claimed the technician had performed an “internal network update” in my home, which they said was necessary.

From the moment Cox insisted on sending a technician, I already felt like I was being scammed. First, when upgrading my service, they never mentioned I would need a new modem or that I’d be charged a monthly fee for it. Second, there was absolutely no need for a technician—they deliberately caused service failures so I would be forced to request one and get charged for it.

This isn’t about the money—it’s about trust. For something so simple, they lose customers who just want a hassle-free experience. Honestly, I can’t trust this service anymore.