Daily outages in my area. UNACCEPTABLE
There are daily internet outages in my area (92026) this is unacceptable! I need to work remotely and with 0.5Mbps upload speeds, it is impossible. I pay for 300 down/ 30 up speeds and rarely reach those speeds AND NO it's not my modem and I refuse to reboot the darn thing again! So far I have not seen any credit applied to my account for the lack of service or any notice of when the issues are going to be resolved permanently. You guys are pushing me to get ATT more every day and I hate ATT but this is just wrong. Get it together COX!!!!.
Can Cox open up new accounts under your name, expect you to pay the bill, then send it to a bill collectior even though you had no knowledge or gave your authorization to open up these (2) new accounts?
I have have Cox services for probably 10 yrs now & until I moved only one block away at the beginning of this year, 2018, I had never an issue with them, nor have they ever had an issue with me. I have always paid my bills & in fact I did not have to pay Cox any kind of deposit when I had my services hooked up in my name. After I moved the second week of January, I finally contacted Cox towards the middle of February because I still had not received my first bill from them since moving. The services I had before moving was just basic television (like 25 channels, No premium channels) & their Preferred Internet (1 step higher than their basic internet). This was my services I had paid for over a year. When I moved, this was the only services I asked to be transferred to my new home address. When I finally did contact Cox because I had not received a bill yet & the online bill paying was showing my balance as $0, I knew by the time they would get around to finally billing me, the bill would be extremely high. So at the middle of February after I contacted Cox, I find out that instead just transferring the same services I had for almost a year & a half, which was basic TV & Preferred internet... Cox decided to give me every single channel available including every Premium channel (every movie channel available), about 400 channels total. When I contacted Cox at the middle of February, again I said just basic TV, No Premium channels & the Preferred internet. I also asked the total amount my bill was. I knew it would be more for the disconnection & hook up fees. But I went from paying first around $65 per month, then after a year my bill jumps up $97 per month. They said it was because I could no longer could get it at their sale price because I've had the service for over a year now. But the after I moved only one block away, wanting the exact same serve, my bill jumps to over $157 per month, a $60.00 increase. So by the time I did contact Cox at the middle of February, my bill was well over $320.00 + some. Repeatedly I asked if I paid this bill all at once I should receive regular month bills & this was for all the hook up fees, the disconnection fees & any old bills unpaid from both the new address & the old address. Repeatedly I was told yes & told that after paying this lump sum my monthly bill would be around $157.00 per month. That was a $60.00 increase for only moving one block. So I went ahead & paid Cox the lump sum of $322.60 to be exact. My total bill from the old & the new address, for part January (January 15th was when it was suppose to be shut off at the old address & hooked back up at the new address) & up until only the 15th of February, so services rendered was only one month exactly. Towards the end of March, Cox was still sending me a bill for the old address for over $200.00. So I got in touch with Cox again to tell them that this bill had been paid. This is when I was informed that Cox had opened up 3 seperate account under my name. That the lump some of $322.60 had only paid only one of those accounts. Even though I only moved one block from my old address to the new address, because of that I now have 3 seperate accounts for the exact same service. When I asked who authorized these 2 extra accounts, Cox tried to tell me I authorized it. I had only authorize services be shut off January 15th & turn on at the new address the same day. So if I only paid on one account, why was my bill $322.60 for one month of service. Disconnection fee & turn on fee = $165.60 + one month of service $157.00 = total of $322.60. Really? To flip a switch off & then on again costs more then the actual bill... $165.60 There would be nobody who has a brain in their body would agree to this. That $165.60 was intended to pay disconnection fee, hook up fee & any remaining bill from the old address (which I know I paid completely off back in December, prior to moving in January) I told Cox to shut down all services (2 accounts) that were not authorized by me. I also shut down my TV service & returned all equipment, in the original boxes that belonged to Cox (that I had personally installed at the new address). I still don't understand how just transfering my services only one block away resulted into at $60.00 increase monthly, 3 seperate accounts with 3 seperate account numbers & now Cox has placed bad credit on my name because they say I didn't pay them over $200.00 on an account, I did not authorize or had any knowledge of existing. So how can I get this off my credit history? When I paid that lump sum of $322.60 thar total amount I was told completed all, the transfer, disconnect fee, connect fee & all the bill s combined. But now Cox is saying I have to pay them twice? Why? I want this off my credit as quick as possible. I also can not afford to pay them twice for one bill. Why should I have to? This was their mistake. The sent this delinquent bill to a collection agency. A bill I was told that was paid in full. A bill that had been opened up with a new account without my knowledge, consent, authorization or signature. A bill the happen to just make up. A bill that was of services for an empty house. If I could get a better internet provider, I would love to shut down all my services I currently have with Cox. And before all of this I had service with Cox a few other times. I paid my mothers bills she had with Cox the last 2 yrs she was alive. I WAS a loyal Cox customer. How can it be legal for them to open up new accounts without you knowing & then send it to bill collectors when it isn't paid? Of course the bill wasn't paid, I had no knowledge it existed until I got a letter from the bill collectors informing about this. I want it off my credit history. I want them to at least admit their mistake & I want this to go away. Is there anyway I can sue Cox because of this?
Paying for 300 Meg... Not getting close to that. Five technicians in one month
Cox customer here in Virginia Beach for 35+ years inthe same house and I am now considering jumping ship to Verizon. Recommend you get a bag of popcorn before you read the below: It is a heck of a story: I recently upgraded from Premier service to Ultimate (300 Megs) about 2 months ago. My modem has/is a telephone modem as well. I installed the gigablast modem with no issues. My house wiring was udated about 4 years ago. Under previous Cisco modem, I constantly got 180 Megs download and was relatively happy with it. I upgraded to gigablast modem but speeds never increased about 200 megs download -- even though the promise was for 300+ Megs. I called tech support and they said my signals were weak across all 32 DOCSIS channels. They sent out a technician. The first technician (a subcontractor to Cox) came out to house and told me I needed to go to Best Buy and purchase a second modem for internet and use gigablast for telephone. I knew that was a crock since the help desk told me my signals were extremely weak across the 32 channels. This technician actually handed me a splitter with cables to "help" me install the recommended second modem. Sigh. He never tested any lines for signal loss and claimed that since his box could "see service" that everything was great. I called Tech support again... they said they were "stunned" at Technician #1's lack of technical acumen and would kick it up to the next level of support. We scheduled another visit of technicians they promised would be Cox folks and NOT a subcontractor. I took ANOTHER day of work off so the second team of technicians came out and told me the line from the street was causing weak signals, therefore they put in a work order to bury a new cable to the house distribution panel. They checked the pole and said the signal was great there, but not at the house so I thought we were going to find success. (This team was also a subcontractor team.) Sigh. After marking of the yard, the subcontractor That finally happened last week and -- believe it or not -- my speeds actually WENT DOWN with newly installed line from 200 Meg to about 180 Megs download. Sigh. I called back to Cox and explained how this escapade was panning out. They said they could clearly see "unacceptable signals levels within the modem and would have to send out another technician. Sigh. Indeed, I asked what differentiated this next guy from the previous guys and the phone guy said he would escalate it and get the "pros from Dover out." Sigh. A Third technician visit in less than 3 weeks happened yesterday and -- after three hours of wasting time -- installed an amplifier which only made speed go down even more. I asked... "doesn't an amp in this case just magnifiy errors if you dont find out where the signal is being lost?" (Silence). Of course , this technician didn't bring his device that helps him map where the cables are running within the home so he did it "the old fashioned way" which made me just roll my eyes at incompetence. Sigh When this third appointment in one month was over with, I gotspeeds that were even SLOWER than before my "Upgrade" to 300 Meg. Sigh I called back to Cox (have them now on speed dial) and explained about how the definition of insanity was doing the same thing over and over and expecting different results. They said they would "Escalate" the issue and get more experienced techs out to my house this weekend. Sigh. The phone technician looked at my modem and said the signals were still unacceptable -- even with our amplifier and that we would have to get ANOTHER tech to the house... but he would escalate the issue to make sure the right guy came out. ARE YOU KIDDING ME? So that's where I am now. Slower speeds than I started with.... an amplifier, taken how many days off of work to just get worse and worse speeds? Sadly that is what they told me the previous two visits. This will be Cox's last opportunity to retain a 35+ year loyal customer. Interestingly enough, I pay for the "whole home wiring" plan. No one has looked at splitters, signal strength loss within the house, etc. The tech support guys on the phone say they can clearly see the signal strengths are "unacceptable" but the technicians always ignore that inconvenient fact. The last one claimed my computer was the cause (hardwired) although it is a gaming rig that is fully capable. I also asked the guy on the phone, "How come you expect me to continue to pay OVER $300 a month for a system that does not work as advertised or as you promised it would? (crickets chirping here). Sigh. What do I have to do to save Cox from itself? Who can I speak to in the leadership chain that could possibly have a clue on how to fix this? My next door neighbor has Cox internet and gets 300+ meg download so I know the system is capable. Does anyone have the number for a competent supervisor for Cox internet tech support that would care about a long-time customer? Should I just cut my losses and go to the competition and get symmetric 1 GIG speeds and say goodbye to Cox after nearly FOUR DECADES?
Returned Payment fee due to Cox Error, twice
Back in January, (due to the holidays) I had to set up a post dated payment to prevent my services from being cut off. I did so, I MANUALLY entered my card information, double checked and set up the payment. The day the payment was charged, for some reason it was declined and returned.The first thing I did was call my bank, checked for blocks and funds and EVERYTHING WITH MY BANK WAS IN ORDER. When I saw I was charged another fee for this I called and spoke to a supervisor and was then informed AFTER he verified my which card I used, that they had a different card on file (only on their end because it did not appear on my end) I haven't had this card in years and did not even have saved anywhere on my account. I have called and chatted several times, with supervisors and regular employees, I have been hung up on twice over this, I was a assured a supervisor would call me back ASAP and still nothing. I was informed my case was passed on several times to someone who can help me. Not once have I gotten a call back or update on my case. (Above and beyond with their customer service apparently). When I finally called back, I was told it was denied again and I do not find this is not a fair practice. What is comes down to is Cox charging ME a fee for THEIR mistake (twice!) and getting away with it by giving me the run around. I have been a customer of Cox since 2007 (not 2010 like they told me!) I have spent thousands of dollars as a customer for the past 12 years, and this forum is my last attempt at giving Cox the chance to do right by a long time customer otherwise we part ways here.
Your support agents via Live Chat service are lying to me.
I opened a chat this afternoon with a support agent to ask about a problem with a particular Wi-Fi hotspot that I've been using for the last year or so. The agent told me that the hot spot was undergoing maintenance. I informed the agent that the problems have been ongoing for about 2 weeks then the agent told me it was only reported yesterday. So I asked the agent why the hotspot with still visible and why I could see a signal coming from it if it was undergoing maintenance, wouldn't a hotspot that's undergoing maintenance be offline? No I was told that you could still connect to it so that brought me back to my original problem: why can't I connect to this hotspot that I've been using regularly for a year and I'm in the same exact spot and nothing has changed other than the fact that this hotspot is got a very weak signal coming from it? I was assured that technicians are working on it but there would be no estimated time that it would be fixed. So being skeptical with that answer I opened a chat with another agent. This time I started by asking if there were any known problems with Wi-Fi hotspots in the zip code where I'm at. This agent took some time and then came back with an address that was different from the address where I am. A completely different hotspot. So I then asked the agent if that was all the problem hot spots within that zip code and ask if there were any more. Well at that point the agent had cut off the conversation. I believe that the agent knew that he was caught in a lie. I see a pattern where support agents give answers based on the information that I give them and tailor their responses to avoid admitting things that make Cox look bad or that are embarrassing for Cox. And this pattern isn't anything new. I've experienced it several times in the past and it's been for the same exact issue, although not the same location but the same issue. So a few hours later I opened up a chat with a third agent. This agent told me that there were NO reports of a problem with the hot spot that I had mentioned to the first. So let's review here: agent #1 and agent #2 both told me that the hotspot was undergoing maintenance and agent #1 also told me that a customer reported a problem with it yesterday. The third agent told me that there were no reports of problems with the hotspot. Then when I mentioned that the versions of the situation that I was receiving we're not matching up between different agents the third agent attempted to do some damage control by some type of vague answer that made it sound like some agents have some information and other agents have their information and that they don't all necessarily draw from the same information. Can you see why I am extremely unhappy with the abysmal service that I'm getting? Why would anyone continue to do business with a company that's clearly training their people to lie to customers? I'm trying to think of one good reason why I should not close my account today
Cox Rep lied to me
When I was setting up my account 6 months ago, I was told I would need to enter a 1 year service agreement to get the internet speeds I wanted. Im a seasonal firefighter and I'd only need services for 6 months. I told this to the representative and I was assured that there was not going to be a cancellation fee because Cox doesn't provide services in the area I work. This sounded strange to me and I repeatedly asked for her guarantee that was true. She acted annoyed that I didn't believe her and she told me it was Cox policy. Here I am 6 months later, I cancelled my services and am being charged 65 dollars for cancelling early. When I brought up my interaction with the earlier representative, I was told that I was lying and that no one would say that. Pretty infuriating interaction. Not sure what recourse I have if any.
