$25 Returned Payment Fee
I pay my Cox bill with my credit card using auto-pay. I received an updated credit card, as often happens to everyone. It has the same card number, but a different expiration date, even though the old card wasn't set to expire for quite some time. On Dec 13, the following occurred (in this order): I activated my new card, which instantly deactivated the old one. I starting going to my various auto-pay sites to change my card info, but hadn't gotten to the Cox site yet. I received an email from Cox saying my auto-payment didn't go through. I went to the Cox site, updated my card info, made a payment, and reactivated auto-pay. I continued to update my card info at other sites. A few days ago, I got a letter from Cox saying my account had been slapped with a $25 returned payment fee. My payment was due Dec 13, and I made the successful payment Dec 13. The payment was not late. The fee was not for making a late payment. Cox just happened to hit that short window between when I activated the new card (deactivating the card on file) and updated my card info @ Cox. (I have since called Cox. The person I spoke with was about 98% sure Cox would reverse the charge because I have been a customer for a long time, and there were no other issues. We'll see.) I called my credit union, which issued my credit card. I was told they do not charge Cox (or anyone else) when Cox attempts to charge a credit card, but is unable to do so. They also do not charge Cox when a paper check bounces. The credit union person I talked with suggested that now that people are moving away from using paper checks and are using paperless methods instead, companies are losing the revenue they received from bounced checks. Therefore, they (I only know of Cox doing this) are now using the "returned payment fee" for credit cards/auto-pay. Even before she suggested this, I knew Cox was doing this simply to increase revenue and rip-off their customers. Imagine all the times people run a card through a card reader at a check-out at a store, and it gets rejected because the person ddint' realize the card had expired. What if there was a $25 fee every time that happened? Totally unreasonable. In Cox's terma/agreements/policies, this situation is considered "insufficient funds." Now, if you bounce a check, that is typically because of insufficient funds, but when a credit card doesn't work, that could be due to many things. In my case, there was still about $10,000 of credit left on that card, so insufficient funds does not apply. AND the credit card number had not changed, so the credit card number was still valid! AND I paid the darned bill ON TIME! There are many lessons here. One lesson is, know all of your auto-pay due dates (they seem to be all over the place). If you get a new credit card, choose a day that is not a due date or even near a due date to activate your card and update your card info on all of your auto-pay sites. Cox will lose customers over this. It won't matter to them, though, because these returned payment fees will make up for lost customers. If they don't reverse that charge for me, or they ever do this to me again, I will also leave the company.17KViews2likes2CommentsRoanoke [VA] Abysmal Speeds during peak hours 5pm through midnight.
Arris SB6190 modem, Windows 7 x64. Ultimate Tier 200/20. Roanoke County - Virginia Signal levels are all good on the modem just half the speed + packet loss/latency in video games during peak hours 5/6pm - 10/12pm after that the speeds return to normal. I can still watch netflix, browse, and do general things at half the speed sometimes lower like 60mb. Playing any sort of video games that require low latency is out of the question. Nothing running in the background like netflix or any other streaming services, etc. Scanned computer for malware/viruses with eset - nothing. Tried direct connect from modem no router in-between same results. 12/29/2015 - 10PM 12/30/2015 Midnight 1/1/2016 - 10PM 1/2/2016 - 2amish ( When the internet speeds go back to normal) 1/2/2016 - 5pm 1/2/2016 - 7PM 10pm 1/2/16 Tracing route to google.com [74.125.224.96] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms [192.168.1.1] 2 33 ms 33 ms 27 ms 10.64.248.1 3 36 ms 30 ms 30 ms 98.172.172.206 4 402 ms 17 ms 34 ms ashbbprj01-ae3.0.rd.as.cox.net [68.1.0.214] 5 100 ms 22 ms 42 ms 68.105.30.118 6 51 ms 15 ms 17 ms 209.85.252.80 7 136 ms 143 ms 137 ms 72.14.236.152 8 177 ms 155 ms 166 ms 72.14.232.71 9 55 ms 65 ms 61 ms 209.85.247.4 10 62 ms 56 ms 59 ms 72.14.238.83 11 91 ms 89 ms 93 ms 216.239.40.8 12 87 ms 89 ms 91 ms 209.85.247.0 13 81 ms 89 ms 91 ms 209.85.250.245 14 86 ms 95 ms 111 ms lax02s19-in-f0.1e100.net [74.125.224.96] Is my node overloaded?9.3KViews0likes16CommentsNode Split progress inquiry.
Arris SB6190 modem, Windows 7 x64. Ultimate Tier 200/20. Roanoke County - Virginia Signal levels are all good on the modem just half the speed + packet loss/latency in video games during peak hours 5/6pm - 10/12pm after that the speeds return to normal. I can still watch netflix, browse, and do general things at half the speed sometimes lower like 60mb. Playing any sort of video games that require low latency is out of the question. Nothing running in the background like netflix or any other streaming services, etc. Scanned computer for malware/viruses with eset - nothing. Tried direct connect from modem no router in-between same results. 12/29/2015 - 10PM 12/30/2015 Midnight 1/1/2016 - 10PM 1/2/2016 - 2amish ( When the internet speeds go back to normal) 1/2/2016 - 5pm 1/2/2016 - 7PM 10pm 1/2/16 Tracing route to google.com [74.125.224.96] over a maximum of 30 hops: 1 1 ms 1 ms 1 ms [192.168.1.1] 2 33 ms 33 ms 27 ms 10.64.248.1 3 36 ms 30 ms 30 ms 98.172.172.206 4 402 ms 17 ms 34 ms ashbbprj01-ae3.0.rd.as.cox.net [68.1.0.214] 5 100 ms 22 ms 42 ms 68.105.30.118 6 51 ms 15 ms 17 ms 209.85.252.80 7 136 ms 143 ms 137 ms 72.14.236.152 8 177 ms 155 ms 166 ms 72.14.232.71 9 55 ms 65 ms 61 ms 209.85.247.4 10 62 ms 56 ms 59 ms 72.14.238.83 11 91 ms 89 ms 93 ms 216.239.40.8 12 87 ms 89 ms 91 ms 209.85.247.0 13 81 ms 89 ms 91 ms 209.85.250.245 14 86 ms 95 ms 111 ms lax02s19-in-f0.1e100.net [74.125.224.96] Reopening my old thread since I cannot get a clear date of my node split. First was by march the 30th then April 30th. Every single night I sit around 15mb down with high latency and can barely watch basic low definition youtube videos. When summer hits the internet will be totally unusable since it's been confirmed a node split is needed. I'm connected directly to my internet with a Cat 6A ethernet cable. Believe me I've been through all the steps over and over. I see most areas have been upgraded to 16 downstream channels while the roanoke area remains at 12 down stream channels. Modem Levels SB6190Solved7.8KViews0likes21Comments
Service Appointment Charge of $60
Hi, I recently moved to San Diego, and without much of a choice, installed Cox in our apartment. The signal was terrible, dying every couple hours, and many times turning the modem on and off didn't change anything. I decided to hire the next level of Internet speed, hoping to be considered a consumer 'a little higher' in the food chain, and guess what? It didn't change. I called COX to ask them to fix it, after all, I hired a working internet service. They said someone was coming, and indeed, a technician came, said the signal was low, and put up a device to improve the dB (not a neat job, I had to rearrange the cables properly). A few days went by, and the problems continued. I started to learn to live with the fact that I needed to reset the modem and router every couple hours, which is certainly not what I have experience in both Denver and Chicago with Comcast. Parallel to that, I signed a VPN service, that helped the connection incredibly, but I can't explain why. I just received the Dec 10 billhere (Due Dec 30)and realized we got charged for $60 for the Service Appointment. My question is: FOR WHAT REASON? It is certainly shameful for a company to charge an extra that is almost a couple months of service for basically trying to fix the exact service it is not delivering. (Besides that, we have been having problems about the automatic payment, but will try to set it up one more time.) I would certainly like for this service fee to be cancelled before the Due date. Thank you. - Arthur7.4KViews0likes3Comments
Unresolved Connectivity Issues After a Month of Support Calls & Tech Visits
Hi Cox Communications, I’ve been having an absolutely terrible time trying to get a month-long connectivity issue resolved. I wanted to take some time to document the process I’ve gone through with the intent of making you aware of issues inside your tech support processes and hopefully move towards an actual resolution. I’ll plan on sending this post through as many of your different support channels as possible. I intend to give your system a few more chances but beyond that I’m not sure what options you’ve given me other than to switch providers and send out my story/complaint to as many relevant federal/local regulatory bodies, local networks, and consumer advocacy groups as I can to help others avoid this experience. Please see my issue and support history below. Issue Overview: Starting around October 11th I began encountering issues where my connection would drop for anywhere between 10 seconds and a few minutes, occurring at random through the day. Over the last month the length and frequency of these disconnects has increased. My initial research based on the event logs from my modem suggested an infrastructure issue (upstream power fluctuations) at the tap, and later Cox Communications tech calls (see below) have independently confirmed the same after meticulously checking each aspect of the system. I operate a freelance service business in the technology industry from this address, and these issues have drastically interfered with my ability to communicate online with clients. Streaming shows or transferring files are often impossible as well. I’m currently on the $72/month tier. Tech Support Interaction Timeline: Call 1 - Level 1 Support. Standard modem reset and confirmation of issues. Scheduled tech call. Tech 1 - Contractor. Switched out the modem but told me he was unable to do anything else. No improvement in connectivity issues. Call 2 - Level 2 Support. Confirmed issues and went through standard web-based troubleshooting. No resolution and scheduled second tech call. Tech 2 - Contractor. Confirm seeing the issue, and told me he made some “small changes outside” but connectivity issues did not improve. Call 3 - Level 2 Support. Once again confirmed issues and went through standard web-based troubleshooting. No resolution and scheduled third tech call, specifying an in-house tech. Tech 3 - Shirted Tech. Analyzed each part of the connection and came to the conclusion that there was an infrastructure issue at the tap. He created the first maintenance/tap repair team ticket. Maintenance 1 - I didn’t interact directly with this group, but I learned from later support calls that the ticket was “resolved”. Obviously the connectivity issues remained. Call 4 - Level 2 Support. Verified connectivity issues and recommended sending out another tech, as he couldn’t contact the maintenance department directly. Tech 4 - Shirted tech. Came to the same conclusion as the previous shirted tech, with the issue being documented, unresolved, and related to infrastructure issues/issues at the tap. Scheduled another maintenance team ticket. Call 5 - Level 1 Support. Attempted to check on active tickets to see if there was any news. Transferred to another area, which then instantly dropped the call. Maintenance 2 - In the same manor as before, I had no interaction with this group but the ticket was “resolved”. Call 6 - Supervisor. Explained the entire history to a level 1 tech support supervisor. Was told that open tickets were resolved. At this point the supervisor manually contacted the maintenance department, and I was told that I would hear from a supervisor from the maintenance/main line repair team within 48 hours to escalate the issue. This call never came. Call 7 - Disconnected. Spend 20 minutes escalating through tech support levels and repeating the same identity verification processes, only for the system to drop my call before speaking to a level 2 supervisor. Call 8 - Level 2 Support. Once again confirmed the same issues as before, and told me their only option was to send yet another tech out to the address and repeat the same process which has failed me several times before. They mentioned a supervisor being flagged for the call, but I’ve been told that at 3 points now, so we’ll see. Outside of the documented interactions above, the system dropped my calls at least 6 times, several times after being on a lengthy hold. Note: Everyone I’ve interacted with has been very understanding and kind, just ultimately unhelpful. I’ve never raised my voice in any interaction, and have tried to be as patient as possible. Summary: I’d love to continue using Cox as I have been for years, but I’ve invested over 15 hours trying to fix these issues and made no progress for almost a month. My perception at this point is that either the issue resolution process is broken, or that it is a conscious decision on Cox’s part to not resolve the issue because my continued support as a customer doesn’t justify repairs to the infrastructure. (For 3rd party observers, please imagine this scenario with an electric or water company instead). This has truly been the most frustrating service issue resolution process I’ve experienced. I would love to talk to someone outside the standard tech support process to get this fixed and will be monitoring my email and phone in case I get a response. Thanks. T6.1KViews0likes15CommentsPort forwarding on DPC 3825 Cisco Gateway
Why does Cox not allow port forwarding on the Cisco DPC 3825 gateway? You can't even update the firmware because that's under Cox control too. As I see it it's simply a way for Cox to make more money by making you purchase the premium tech support for $100 and so much a month thereafter or a one time $60 to set it up for you. For $180 a month I'm not paying more money. I feel like I'm being ripped off! Here's what happens... log into gateway>applications and gaming>port range forwarding>enter external start and end port, internal ip address, start and end port, enable and click save. Pop up stating "The page at 192.168.0.1 says: the setting of port must between 1~65,535: 0" . I certainly didn't try all 65535 port numbers but any number I did try didn't work. What gives? Anyone else have a problem with this?5.7KViews0likes3Comments90% + Packet Loss & Rubberbanding, Lag Spikes, connection losses to multiple game servers and streaming clients
|------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | 10.0.1.1 - 0 | 600 | 600 | 0 | 18 | 334 | 0 | | 10.75.168.1 - 0 | 600 | 600 | 7 | 28 | 331 | 9 | | ip68-4-11-184.oc.oc.cox.net - 0 | 600 | 600 | 7 | 29 | 350 | 10 | | ip68-4-11-16.oc.oc.cox.net - 0 | 600 | 600 | 8 | 27 | 377 | 14 | | 68.1.1.61 - 0 | 600 | 600 | 10 | 33 | 373 | 10 | | xe-7-3-2.edge2.LosAngeles9.Level3.net - 0 | 600 | 600 | 10 | 34 | 360 | 13 | | 4.69.133.202 - 95 | 600 | 35 | 16343 | 20149 | 22510 | 17372 | | 192.205.37.145 - 0 | 600 | 600 | 13 | 44 | 374 | 18 | | cr1.la2ca.ip.att.net - 0 | 600 | 600 | 13 | 38 | 368 | 17 | | 12.122.90.33 - 0 | 600 | 600 | 12 | 33 | 316 | 13 | | No response from host - 100 | 600 | 0 | 0 | 0 | 0 | 0 | |________________________________________________|______|______|______|______|______|______| WinMTR - 0.8. Copyleft @2000-2002 Vasile Laurentiu Stanimir ( stanimir@cr.nivis.com ) Here is a sample of a 20 minute test to a blizzard server while playing overwatch. 95% packet loss to the specific IP. Multiple calls to cox with no resolution. Not even an offer to change my route. I was told that the department in charge of fixing my issue is unreachable by me as a paying customer and as well as the employees of cox not being able to contact this so called department about my problem. Super frustrating that the phone representatives take us paying and knowledgeable customers as idiots and claim that there is nothing they can do to resolve an issue multiple people are having. This is a last chance effort on my part to see if someone is smart enough to help me with this issue as I have been a loyal customer for several years.5.3KViews0likes15Comments
Self Activation kit fee
What is the self activation kit fee? On the website it says its mailed to you, but i never recieved anything and I installed everything myself with my own modem and all. No technician ever came out. I called cox but the rep I got didn't understand what I was talking about.4.7KViews0likes1Comment
Change Billing Date
When i signed up 10/29/15 i was asked what day i would like my billing date to be on. I responded with the 15th, somehow i found my bill to be on the 23rd yet you were still able to bill me for 30 days worth of service and everything i see points to 24 days of service, if i'm doing the counting thing right. Every Cox Rep seems to say the same thing. it doesn't matter what day your billing due date is because we give you 10 day grace period. My problem is, is that i'll be charged a flat rate rather than a pro-rated rate for how many days i actually use. Noone can change the billing date for me because "The system will not let them" or "since you have promotions on your account i'm unable to process your request, i can cancel all your promotions in order to change your billing date" I've even gone to the extent of trying to cancel my acct and set up a new one and they would'nt let me.4.1KViews0likes1CommentBuried cable leading to house
Has anyone else had a problem with Cox in getting them to bury the cable running to your house? I have been waiting over a month to have my cable buried and just keep getting one excuse after another; we forgot to enter a work order; the work order lacked a specific date so it just sat there; the dog ate the work order, etc.4KViews0likes1Comment
