internet speeds
im not getting the 300 Mbps speeds i pay for. more like 60 on a good day
Forum Discussion
Hello Hero,
I know it is frustrating when dealing with a possible signal issue. Unfortunately, we can only do so much troubleshooting from the office on certain issues. We do not want to lose a customer before being given a chance to resolve the issue. Please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. We really need to get one of our field technicians out to investigate the signal you are receiving. -Crystal S. Cox Support Forum Moderator
I know it is frustrating when dealing with a possible signal issue. Unfortunately, we can only do so much troubleshooting from the office on certain issues. We do not want to lose a customer before being given a chance to resolve the issue. Please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. We really need to get one of our field technicians out to investigate the signal you are receiving. -Crystal S. Cox Support Forum Moderator
Tech came out - ran a diagnostic through his portable modem - ZERO signal pulling into it. ZERO. T3 time out, T4 time out and fb strength too low for upstream. Why does COX insist there is no problem on their end.
i’ve had to use my phone network as a hotspot for 4days now (2 days of work) and with the week starting - i am going to blow up that fee (on top of what COX is charging me for ZERO feed).
i would like to know what recovery/retention plan & rebate/credit or discount is in store from these issues!
NOT GOOD ENOUGH!
48 hours have come & gone - and no Cox why am I not surprised.
- Hero, I am sorry to hear about the results from the tech visit. I hope the issue was corrected.We can review your account. You may contact us through our Social Media platforms: Facebook or Twitter @COXHELP. You may also email us at cox.help@cox.com or chat live with a Rep at www.cox.com (under Contact us, scroll down and choose, Let's chat). You may also call us on the toll-free number: 1-800-234-3993,
Thank you,
Mike J.
Cox Support Forums Moderator I’ve sent emails to that address - i get no reply - what’s the point! It has not been fixed. There is a work order which needs to be placed Since cox needs to go up the telephone poles or lines to fix. I heard a timeline of 24-48hrs - well that has come & gone!
- It looks like a ticket to our maintenance team has been created and is still open at this time.
Brian
Cox Support Forum Moderator What about the 48ht turnaround?
- @Hero
The ticket was submitted 6/6/20 please allow up to 48 business hours (doesn't include weekends} we apologize for any misinformation.
Jonathan J
Cox Moderator
Oh ok. So you send techs out on a Saturday but that is not a business day? Had to adjust my weekend for your tech but now i have to give you until Wednesday? Just another incompetency from Cox & for me to drain my mobile phone cost & data use.
nice one Cox - you really Dont have a clue about customer service. Would love to see you NPS scores!
- @Hero. It looks like our maintenance team is still currently working on the issue in your area. -Allan, Cox Support Forums Moderator.
What does that mean - there should be a concrete update & reports on progress instead of the customer doing all the work? Cox isn’t paying me for my time.
I had a guy come this past Saturday (6/6). Hooked his personal modem & told me zero feed to the house. Said - 48hrs for Cox to fix due to Covid & that it us important people remain on wifi. No one has come (Tueaday was 48hrs). I reached out to Cox today - they said 7days just to LOOK at maintenance ticket. Needless to say - it’s been a week & i have had zero wifi & have torn through all my AT&T cellular data and paying extra for that (how else do you have calls for work without internet). Such a farce!
