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kylespezia's avatar
New Contributor

Why is it that a current paying customer seems to be put on the back burner when it comes to support?

I have been a customer for several years. At the beginning of July I attempted to schedule to have our services moves as we would be moving in August.
I was told that it was to early to schedule but i could schedule up to 30 days in advance. so i marked my calendar for 30 days before and set up to move my services. I was told that my service would be self activated. I told them that would not be possible because its a new construction home where services have never been established before. They told me in that case that a technician would be installing a box on the outside of the home so that we could activate our internet when we move in. Fast forward one week before we closed. I called cox to make sure everything was still on track and i was told again its self activated. They transferred me to someone more knowledgable and they told me i would need professional instal but that it would take over a month to get. Keep in mind i called almost a month prier to make sure we got internet when we moved. One rep even told me to call Century Link for faster service. So now cox is telling me to go to their direct competitor. I don't want to do that because that would require me purchasing all new equipment etc. They finally gave me an install date for over two weeks later. What feels like a slap in the face is I was attempting to be proactive and set this up early and even though cox messed up I'm being told I still have to wait to connect the service to the new home.. Funny thing is I'm still paying for my service that I cant use while I'm waiting for the transfer. I bet if I told cox they would have to wait for their monthly payment they wouldn't hesitate shutting my services off but they have no problem telling a current customer to wait. Super frustrating customer support, I have low expectations that my services are really going to be in effect on the install date they gave me.

1 Reply

  • Hi Kylespezia, that is not the customer experience we want for you and I am sorry that the move did not comer off as you planned. However, the purpose of the Cox Support Forums is to allow customers to discuss technical topics related to Cox services with other customers.

    We can check for sooner availability to complete your install. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or at Please include a link to your forums post.

    Thank you,

    Mike J.
    Cox Support Forums Moderator