Recent Discussions
Cox stupid support
Hi, 6 weeks ago I called Cox because I kept having trouble getting on the Internet. They said they would have to replace my modem. I told them my current modem had a battery in it so my phone work when there is a power outage and to send me one with a battery pack. So they sent me another brand and model of modem WITHOUT a battery pack!! I had to call 26 cox times over a period of 5 weeks before getting a battery!!!! In the meantime my internet services sucked. So I finally replace the old cable modem with the new one and then nothing works: phones, internet,... So I spend a day getting things to work only to find I can no longer access my home security cameras... So again I call Cox. This time I get a completely different story: first the tech tells me the new cable modem is also a router and he tells me my router's configuration needs to be replicated on the Cox cable modem/router (that was stupid and did not work obviously). Then the tech tells me he is the highest specialized support department for these devices BUT that he does not know anything other than rebooting those devices. HE has no knowledge or understanding of the device they sent me????? Then he throws fuel on the fire: he tells me I should never have received that model of cable modem/router! That Cox should have send me the same model of cable modem not a different kind. He says he can't get the device they sent properly working and they will send me another replacement for the cable modem/router and it would be the same as the old modem I had. Now I leave on vacation is a couple of days and there is no way for them to replace that cable modem before I go and as it stands I can not access my security console or my security cameras because of the cable modem/router. So after 6 weeks and nearly 30 phone calls and over 20 hours of my own wasted time I am not further ahead because of Cox. I was after them for 6 weeks and still all I got was grief from the Cox staff. They were ALL unprofessional, inexperienced, clueless, impolite, and of no help what so ever!!! three of them even sent reboot signals to my cable modem without asking or telling me, cutting my phone lines and internet access. They treat you like dirt *** and they will tell you to go pound sand all day long. I despise them all!!!! I also calculated that I paid Cox over $45,000.00 dollars over the years only to always get the same *** treatment every time I need support. I could also talk about their pricing practices and they "bundles" which they keep moving around to increase your monthly fees. Cox is NOT your friend in the digital age!
Slow internet connection while paying for 50 mbps
Hi, I have recently upgraded my internet connection to the 50mbps package and I noticed a significant increase in speed for a few hours on the first day it updated. It now seems to be very inconsistent and I am getting as low as 3 mbps downloads up to around 18. The uploads seem to be just fine as I've gotten around 18mbps. The past few days have been a real disappointment. Please help.Spam - or not?
Why is it that I must mark something as spam every time it appears in my email, when I shouldn't receive any more? I mark it, and they constantly get through anyway! Why have a "Spam" button when it does nothing more than make me click another button? Why doesn't it work? Make it work or take it away, it makes me work twice as much for no results.Why does COX keep charging me for a router I provided?
So apparently when starting service with cox at a new home, and providing them with your own router and modem gives COX the permission to CHARGE you 65$ for your equipment, has anyone else ran into this issue with their service department? I've called 2x, and discussed this issue with them - Now my 3rd bill is here and even after threatening to go to century link...they still charge me for my own equipment!!! Why? Why would they do this? I'm planning to go to century link if the problem isn't resolved but how many times do you have to go through this with this company before they resolve it? Or do they want to lose to century link? Can anyone answer this for me?
Time Zone incorrect on Speed test history - And, horrible customer experience!
Isn't Cox aware of this issue yet? The first screen shot shows the correct time, for the single latest result I just ran. The second screen shot shows the times when I click on Show past results. Obviously the past results times just changed by 3 hours. You need to fix this to display the correct results. And, MADDENINGLY, I'm suddenly locked out from doing more speed tests in a 24 hour period!! I am trying to work with your maintenance team after a 3 week NIGHTMARE here with speeds, it's obvious that I'm not getting the upstream I'm paying for, so I've been troubleshooting for a couple hours and running tests, and now I'm locked out from further testing on my own account, WHEN I'M SIGNED IN TO MY ACCOUNT!?! You need to fix that nonsense too. Now a tech cannot look at my account and confirm the speeds I've been seeing for 24 hours! This is just unacceptable and you need to escalate this. Some people do know what they are about and don't abuse the system. Putting a limit on the speed tests this limits ME on helping YOU do the job that you all should have done and had resolved 2 weeks ago! I have jumped through hoops, talked to techs and sups a dozen times and more, had 4 techs out here, and finally had to threaten to dump you after 6 years before anyone would admit that YES it is YOUR ISSUE NOT MINE and get maintenance to actually start doing their job here! And the worst part is I have to do this EVERY THREE MONTHS FOR THE LAST 3 YEARS because no one wanted to pick up the ball and kept stupidly sending techs out here when they knew it was all fine on the premises...over and over again they've done this! Then the problem strangely disappears for a few months, and no one ever tells me what was done to fix it. Obviously not much because this nonsense starts again every three months!! I can't wait for a certain large company to start giving you the competition you need so your crews actually start doing the work they are paid for so you don't lose all your customers to the pending competition on its way here in the Phoenix area. I'm soooo fed up with this nonsense it just makes me sick. You guys REALLY SERIOUSLY need to step up the support and get some field techs with some brains (some are pretty good so don't get me wrong here) that can actually think outside the box of their little connection level meters and their "let's replace connectors" mentality, or ALL your customers are going bye bye when a certain company lays its fiber here within the next 1 to 2 years. I am just fit to be tied here. I have bought 3 new modems in the last 2 years just to help prove to you these issues aren't mine, I've dumped hours and hours into talking to you, troubleshooting, waiting on hold for 15 minutes to an hour on every call, and getting no respect as a customer who ACTUALLY KNOWS what they are doing and knows how to interpret modem logs. Up til my threats to cancel yesterday I've gotten zero respect from anyone there, although some supervisors have tried pretty hard and people are generally nice and want to be concerned, only to have field techs be stupid. In the last 4 days, TWICE I was supposed to have a scheduled appointment for techs yet AGAIN after 4 came out already in the last 3 weeks, and somehow those appointments just got "misplaced" or never made after they were confirmed to me on the phone and in chat!! GOOD LORD PEOPLE!! This will certainly be the final straw. If I don't have results by Monday, I will take the speed hit and go with the DSL and wait for the other company to get their fiber laid. There is no need to post and make any suggestions to me, because believe me, ALL has been done that can be done to this point and I will wait for maintenance to do something to resolve this tonight or tomorrow night. There is most likely a bad amp up the line from me or something else that strangely goes bad when the temps cool off at night (yes, it DOES seem just the opposite of what you'd normally think, but that's the situation). The public needs to know this rant, and believe me, it could be a LOT longer, if I wanted to post the detailed logs I have of every call, every chat, and everyone I've spoken to at Cox while trying to get this nightmare of a customer service JOKE worked out for the last 3 weeks. Yeah, you would laugh and shake your head if you saw all that I've had to go through in the last 3 weeks and say OMG to yourself. All that said, a very nice gal in the customer advocacy team has now picked up the ball and gotten proper communication going between her and me and maintenance and hopefully we will see an end to this buffoonery within the next 2 days. My only suggestion is, if you keep getting similar runarounds and you aren't consistently getting what you are paying for, don't let up and keep taking it up the line every time you call. Level 1 techs can remote reboot a modem and do very basic troubleshooting. If you have issues that are recurring and they send techs to your house more than twice, the problem most likely is NOT AT YOUR HOUSE or your tap and needs to get addressed at a higher level. And for your further enrichment take a look here to appreciate what Cox has put me through, because it's not just me! http://forums.cox.com/forum_home/internet_forum/f/5/p/3152/12890.aspx ========= ===============
