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Over the last couple days I've spoken to agents online and on the phone, both were completely incompetent. I explained that I pay for gigablast but am only getting 110-140mbps and have already factory reset the modem, refreshed the signal, unplugged it, all the basics as I am in IT myself and more technical thanmost Cox agents I've ever interacted with. They then wanted to reset it again and still no improvement. They proceeded to schedule a tech visit which turned out to be 3 techs from a subcontracted company I've never heard of and after 2 hours, a new modem, changing my wifi password, and unplugging my Ethernet switcherhad only managed to decrease my speeds further. They tried claiming that cox has never pushed 1000down and basically called me a liar when I mentioned I had when it was first installed. I finally showed them speedtest screenshots and all they did was start blaming my computer, ethernet cable, modem's placement, anything they could think of. My computer is a top of the line beast by the way so that was out of the question. They finally left with no clear answer or explanation so since then I've tried calling in for the last 2 hours and either get transferred, hung up on, or they lie and say they can't hear me. When I do get someone who actually talks, all they do is read from a script and ignore anything I say. I say the modem is brand new and the techs just left yet they want to start the whole rigmarole of resetting and refreshing the signal. I tell them the light is steady white and am immediately asked to let them know when the lights stop flashing...I tell them techs were just here and replaced the modem and the reply is "I'll send a tech out but if it's due to damage you caused the modem you will pay $75" Each agent (5+) I've spoken to would not discuss any credits to my bill or reimbursement for receiving a fraction of the speed I pay for. Finally I ask for a manager and am transferred to be greeted by a machine saying you're closed. This has by far been the worst customer experience I've ever encountered.
I also had no issues getting over the 1000down when it was first installed 6 months ago, then out of nowhere the speeds dropped down to 100 around the same timeframe everyone else started complaining so it's obvious something changed on Cox's end. Also today's appointment was supposed to be an actual Cox tech and it's not, it's another subcontractor!
I've also asked to be contacted by a manager multiple times and no one will help with that either, literally the best attempt anyone made was just transferring me to the sales department, Cox is an absolute joke
I apologize that you are having this type of experience! Without revealing your specific location can you give the region you are in? I know that COX is very concerned and desires that their customers have the best experiences! Intermittent problems are at times difficult to pinpoint but, the focus is always to address any service problem that may occur.
Omaha NE area, the techs today just left and found that if we choose a different server to do the speed tests on such as Lincoln NE or Missouri I get insanely faster speeds so it's obvious there's an issue with Cox servers but I can't get anyone to investigate
It's also interesting that even advising the reps I'm talking to lawyers and pursuing legal options does nothing to help get me in touch with management, I'd think they'd like to discuss this with me before being blindsided with a lawsuit