Tag:"INCOMPETENCE" | Cox Community

Warning about $5 Tier Upgrade Promo
I'm not the first to write about this... I read another post of a complaint from another customer who was swindled by a Cox upgrade offer. This is clearly written intentionally deceptive. I was offered (in big bold letters) " FREE" tier upgrade from essential to preferred service. It even explicitly stated $0.00 upfront and $0.00 /month ! This offer and order confirmation number appeared in my account but has since been removed. When I call in to confirm the status of the free upgrade, no one knows what I'm talking about, and instead want me to upgrade from paying $35/mo to $52/mo "...this is a great deal", I'm told. I never intended to upgrade in the first place, until this offer appeared on my screen. I thought, after reading the confusing fine print, that "the catch" (because there is always a catch) was that instead of "FREE" as it appeared to be, the increase would cost me $5/mo in additional fees.... $5 DOES NOT EQUAL FREE, By the way. But i figured, okay why not? $5 extra for increase from 5mbps to 25mbps was worth it. BUT NOOO, it aparently means something alltogether different. The cost of the upgrade is actually to pay an increased rate of $50/month (not actually a deal, this is what they already offer on their site to anyone) But instead of charging me $15 extra to open the bandwidth (which I'm sure is just a click of a button) they will only charge me $5 extra to increase my speed and my rate! There is a reason why we switched from COX to DirecTV/AT&T Uverse... unfortunately, I'll have to deal with these deceptive games as UVerse speeds in my area are capped at less than 3mbps (That's another whole story ... they were willing to charge me for 12mbps until i caught on that the distance from our house to their station was too far to reach those speeds) Cox is not "your friend in the digital age" they are the lesser of two evils. They can be allied with to get the internet you want because you have no other choice... but as long as you know what kind of scheming you're getting yourself into.
natesc0tt
11 years ago Place Archives
15KViews
0likes
3Comments
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. - Arthur
marminn
10 years ago Place Archives
7.4KViews
0likes
3Comments
What's Cox's plan for customers traveling outside the U.S.?
In a marathon chat session last night I learned that by default Cox blocks email IMAP access from customers outside the U.S. Much of my time was wasted dealing with a Tier 1 tech who also had no clue that Cox does this. The Tier 2 tech explained this by saying Tier 1 techs are not trained to know this. So I'm wondering. If not even Cox's Tier 1 techs don't know this deep secret, how does Cox expect customers to learn about it? In particular, suppose a customer (a) relies heavily on Cox email and (b) also needs the features of a serious email client (features like tight integration among email accounts from multiple email providers, programmable filters, or open API's allowing tight integration with other software such as calendars, task managers, and contact synchronization)? How are customers supposed to know their email app won't work overseas unless Cox whitelists overseas access for the account? In my case, the way I learned was wasting 2 hours chatting with a Cox Tier 1 Tech who was totally ignorant of this and too ignorant to know he was ignorant, so he tried all sorts of things that ultimately made the situation worse before he finally passed off to a Tier 2, who explained the problem. Is this how Cox intends for us to learn about it? P.S. The Tier 1 changed my password without my permission. Now, even using the new password he gave me, nothing about Cox email seems to work properly.
Darius
7 years ago Place Internet
7.3KViews
0likes
7Comments
Why doesn't the COX website work on a Mac?
I'm trying to pay my bill tonight. I've tried Firefox 28.0, Chrome 33.0.1750.152, and Safari 7.0.3 (9537.75.14). All up to date, running on up to date Mavericks. Every time I get redirected to http://ww2.cox.com/ibill/home.cox, the screen is blank. Firebug shows that the HTML document has HEAD and BODY entities, but both are blank. I absolutely loathe ever having to deal with Cox, because your support people while usually polite are never competent, but now you've even broken your bill paying website. Apparently you really, really don't want your customers money. Aaaaarrrrrrrgh!
softweyr
11 years ago Place Archives
4.5KViews
0likes
3Comments
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.
MattyG
10 years ago Place Archives
4.1KViews
0likes
1Comment
Intermittent disconnects and packet loss
Hello, Issue: Issue 1: Every few minutes or so I get 1-3% packet loss. Sometimes it can go up to 20%, but this usually only happens 1-2 times a day. Issue 2: My internet will drop connection. There is no trigger for this. It happens any time. The odd thing is that when the internet drops, I can still hear my friends talking on discord. I cannot speak back to them, but I will be able to listen to their conversation while I wait for discord to drop me for disconnect issues. It's almost as if my packets being received are coming in fine, while the packets trying to leave are getting lost. When the internet goes out, all the Wi-Fi and ethernet connections disconnect as well. I know this because, my wife's ethernet connected computer disconnects, and the PlayStation on Wi-Fi disconnects. Also, my phone disconnects. None of the lights on the modem change. The internet usually comes back on 1-2 minutes later, but this happens frequently. Usually around every 30 minutes.If I run a tracert to google.com it says that the Destination host is unreachable. My setup: I have a Motorola Gigabyte modem with Docsys 3.0. That is connected to a UBNT Edgerouter X Router (Firmware is up to date), the router is connected to a TL-SG1210P switch, and the switch is connected to an access point for Wi-Fi and 2 computers. The Coaxial is directly connected from the tap to the modem. No splitting. The Coaxial cable has been completely replaced by a Cox technician, and tested for assurance. What has been done: I have had two different technicians come to my house and confirm that the node that feeds internet to the neighborhood is malfunctioning. The first technician setup a test that would check the node directly and report back any problems. She found tons of issues, and put in a work order to fix the node. The node was reported "serviced" in November. The packet loss issues started coming back, and with each day they worsen. The technician has since ghosted me, and will not respond to my recurring issues. The packet loss used to be consistent and around 15-50% loss. Since the node has been service, the issue has lessoned, but still persists. Before this, I had a DIFFERENT technician who didn't understand what packet loss was, but at least believed there was an issue because my upload speed was almost 0. He hooked up his monitor to my modem directly; the problem persisted. I kept trying to convince him that the problem lies with the node, but he didn't understand. I had him switch my modem out for a cox modem to prove to him that it wasn't my modem. The problem still persisted. We hooked my modem back up, and I took him outside to check the line feeding into the tap for my house. The problem persisted. We scoured through my neighborhood, and found the node that distributes internet to everyone, and hooked DIRECTLY into the node. The problem persisted. He called his superior, and the superior said he will have to send a specialist out to service the node, because there is something wrong with it. When the problems started to arise again in December, I tried to contact the technician who left me a work number, but they didn't respond. I tried calling Cox again, and they wanted to send out ANOTHER technician. I cancelled, because I've already been through this loop many times, and if the problem isn't occurring when they show up, then they will say that everything is fine.I am also afraid of getting another incompetent technician. I am willing to jump through some more hoops for technicians if they need more clarification on the issues. Let me know what you would like me to do. Thank you.
Solved
NokyX
4 years ago Place Internet
4.1KViews
2likes
9Comments
My Internet Speed Keeps Dropping
My Cox Internet speed keeps dropping! We've had this problem for months now and have contacted Cox phone support numerous times. It all started one day when the internet speed suddenly dropped. We contacted Cox and they restarted it on their end. Then a few days later we had the same problem. So we contacted them again and scheduled them to come to our house and try to fix it. When they came, all they did was change the cable that connected the modem to the interwebs. Everything seemed fine and dandy until the internet started to drop again. So we called again, but this time they told us to update the firmware on the router (Note we were able to find out that the modem had nothing to do with the problem). So I did. And what did that do? Nothing.The internet was dropping and going up and then dropping again. So we got fed up with it and just bought a new router. Well it all seemed fun and games for a few days until the same problem started occurring. With a new router.So now we sit here as I type this message to try to get some professional help. Please do whatever you can I just want to fix this problem. Sorry if I didn't give enough info as I am a simple child with the mental capabilities as, well, a child.PLEASE RESPOND ASAP. ~SumJuan
SumJuan
11 years ago Place Archives
3.5KViews
0likes
3Comments
I fixed my Outlook email problem after Cox "maintenance"
Hi all, Like all (?) Outlook users, I lost the ability to receive mail a week ago (I could still send). I use Windows 10 Pro, version 1903 (OS build 18362.746). I am using Outlook Version 1911 (build 12228.20332). I fixed my connection issue by disabling the use of TLS 1.0 by Windows 10.I suspect the "maintenance" was to require TLS 1.2 connections. Our Outlook clients are trying to connect using TLS 1.0 and get rejected. Here's how I did it. The first step may not be required -- I think it was the second step that was definitive. NOTE: These directions are essentially the same as those here:https://windowsreport.com/how-to-disable-tls-1-0/ 1. Disable TLS 1.0 in Internet Settings Press Windows Key + S [This will bring up Search] Type "internet options" into search bar The Internet Properties window pops up Select the "Advanced" tab Scroll down to the bottom, the "Security" section. Uncheck "Use TLS 1.0" Note: I also unchecked TLS 1.1, and I checked Use TLS 1.3 (experimental). You may not need to do that. 2. Edit the Registry to Disable TLS 1.0 Press Windows Key + R [this brings up the "Run" window] type "regedit" in Run to run the registry editor Then, in the left-hand tree view, open up this key path: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SecurityProviders\SCHANNEL\Protocols I couldn't see TLS 1.0 and Client subkeys went I arrived at the end of the above key path, so I had to create them. To create them: right-click on Protocols and select New > Key then enter "TLS 1.0" as the key title Next, right click on the TLS 1.0 key you just created, and select New > Key again. Enter "Client" as the title. Then, select the Client key, and in in the empty-space to the right of it, right-click and select New > DWORD (32-bit) Value Enter "Enabled" as the new DWORD's title The default value for this new Enabled DWORD is 0 (zero), which disables TLS 1.0. Finally, restart Windows (reboot). My Outlook IMAP Settings for Cox The above procedure should have restored your prior configuration to a working state. If it's not, here are is my working Outlook configuration. Recall that I am using Windows 10, with OutlookVersion 1911 (build 12228.20332) as part of Office 365. Note that I use IMAP and not POP. It Outlook, select the File menu In the Account Information screen, press the "Account Settings" button, then select "Server Settings" The IMAP Account Settings -- Incoming mail -- window appears: Now press the "Outgoing mail" link in this window. Now the IMAP settings for outgoing mail appears: Good Luck & Merry Christmas!
blackeneth
5 years ago Place Internet
3.4KViews
1like
0Comments
BEWARE...if you have a MAC running Yosemite and download McAfee from COX!!!!
It causes machine to have issues booting up! Looking at the internet this is a known issue with McAfee 9.6 and previous.. you must download 9.7 and that is IMPOSSIBLE with COX! I wasted an enormous amount of time on this issue and COX is unable(or unwilling) to help. With COX you can ONLY download what they LET you and 9.7 is not available. Spent an hour online with India with a non english speaker...waste of time. I've been with COX for 18 years and that is about to end.
Azwilly
10 years ago Place Archives
3.1KViews
0likes
3Comments
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?
chuck_m1
7 years ago Place Internet
3KViews
0likes
4Comments