Poor Service, can't talk to a human
Internet went out right after a phone call ( I have internet and phone service). I reset the modem and the modem would not connect to internet. Even rebooted computer, knowing this wouldn't help as the modem clearly showed it didn't connect. Strange thing is the battery and phone like would just blink. When it tried to connect online light blink orange a couple times and then stop trying and just blink phone and battery light.
Called Cox and some stupid computer doesn't give me a choice, says it will reset modem and send me a text!! Stupid, I already did all that and of course it didn't help. Then after hitting selection 0 a dozen times I get several people that just do same thing- reset modem. Finely some said they would send a tech out the next day.
I said, it clear it is the modem, why don't I take it to the Cox store and get a replacement. Their response, it could be wiring. I said not likely not likely as wiring has not been touched. They said waste of time going to Cox store.
I drove all the way over to the Cox store with modem anyway. They gave me another one. Bought it home and internet worked fine, but no phone. I knew Cox store must not have put the new Cox modem serial number in as also phone service. After several more calls and dumb computer doing resets without me asking I got a person. They checked and said I was right, Cox store didn't set serial number on new modem for phone. The support person did it and phone worked and she even called me on it to make sure. She gave good service.
Bottom line Cox service sucks and their computer auto answering and problem solving is worthless!! Many of their staff don't have any technical knowledge, they just read from a book of questions. I spent over 40 years as a system software tech for large mainframe computers for the government. I know how the first level of tech support help desk works- they follow a flowchart. Then the auto computer trying to resolve a problem is stupid.
The person at Cox store was nice and only one lady at phone support were nice and actually listen to what I said. Cox need to wake up, it may be time to move to another service. BTW that Arris was only 9 months old, Cox forced me into replacing my old one that was 8 years old with no problems. They said this one would be better. Now they told me this new Arris was a better model than the last one. Maybe it will last 10 months?
