Lousy support
I have been a Cox customer (phone, TV, Internet) for 13 years and until recently have been thrilled with COX support. For the last almost 3 months I have been having horrendous email issues. I have multiple calls in, have spoken to at least a dozen techs and the problem STILL isn't fixed. What I have been told over and over and over ad infinitum is that the problem will be fixed in 24-48 hours so now after roughly 2200 hours I can't send a message reliably, or receive one without having to go to webmail which has started to be ridiculously slow. I am a consultant and I live on email, and this situation is costing me money, not including the 10s of THOUSANDS of dollars I have paid to Cox. What has been suggested is that I; A. Do all my email correspondence on Webmail B. Buy a different machine (I am on an iMac running Yosemite) C. Wait 24-48 hours for it to be fixed (NOT!!!!!) Point A would require that I somehow setup the forty or so mailboxes and dozens of rules I have created over the years to Webmail where I would be exposing my emails to web operations which are OH SO SECURE (?!?!?!?!) Point B Buy a Windows machine. I would rather rub shards of glass in my eyes! After 35 years in the IT world as an Engineer/Team Lead in testing, development and support for small companies like AT&T, Lucent, Bell Labs, Merck, CBS, HBO, J.P. Morgan, etc., etc. I no longer have the patience or the cast iron stomach to deal with windows. To Windows folks, if you blast me it goes right to the trash. I don't even read it. Besides I don't have the cash to replace machines every 2 years to support a bloated OS. Point C YEAH, RIGHT! Yes this a major flaming post after 3 months of the issue not being fixed. Oh yeah; specifics: iMac Intel Core 2 Duo @ 3.06gHz 12G of RAM Yosemite 10.10.3 Apple EmailVersion 8.2 (2098) Sometimes I get email the rest of the time I get the can't connect, server is offline dialog. Same thing with sending although a lot more often. I have tried everything that Cox Tech support has asked (except buying a machine) meticulously. Been told more than once, usually at Level 2 support that Cox knows about the issue and it is on THEIR end, not the Mac. Anyone else seeing this? Sorry for the tone of this post but as I said it's frustrating as ***!! jb ps My wife has a Mac Mini less than a year old and it has never connected to Cox but she's fine with Webmail.3.3KViews0likes6Comments
Multiple technicians and BBB complaint
I've had a total of 5 techs in my home and 3 line techs out. I'm being told this is a distribution problem. There is a representative i have been in communication with due to the BBB complaint. Basically going on 3 months with this issue and nothing has improved. I'm paying for COX Ultimate and intermittently i am barely able to get 10 mbps down and 5 up. Someone needs to actually fix this problem. Look at the entire issue and come to a conclusion. I just now lost connection to everything i was doing and then it immediately reconnects. I have been pressured into purchasing a new modem to the tune of $99. Nothing has improved. I've now filed an FCC complaint as well.2.9KViews0likes4Comments
Port 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?5.7KViews0likes3Comments
Billing Nightmare - Seems No One Can Help Me!!
Finally switched my phone and internet from ATT to a Cox Bundle after a bunch of mailed solicitations and a guy who showed up at my door (Tv was already with Cox...) based on a promise of a $120 bundle, free HBO, etc. Two months in and several calls later (with some promises to fix the billing that did not happen and a "Loyalty" department person - worst customer service rep ever- who got very aggressive and said I'm not eligible for the bundle I signed up for!!) and I'm being billed for $168 (before taxes) for a bundle that was supposed to be $120! (And keep getting billed for the "free" HBO) Ready to cancel the whole deal and go back to ATT for phone and internet and just do Hulu, Netflix, etc. - extremely frustrating!!! Not saying ATT is much better - seems like every huge company just does not care anymore and its all about churn and burn with customer services or honored promises out the window... Very sad.2.9KViews0likes1Comment
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. - Arthur7.4KViews0likes3CommentsPunished for being a current Cox customer. Why and why doesn't Cox fix the issue?
I am a current Cox customer and have been for some time. My current service was just an internet package. I am paying 62.99 per month for what I found out to be the "Preferred" package. I became annoyed and frustrated when I found this out because I had asked for the fastest internet plan to begin with. Then I find out some time later that new customers that aren't currently doing business with Cox are given a "Premium" package for 59.99! New customers get to spend less money for a superior product than current loyal customers who are already paying the business?! How is that rewarding your loyal customers? How is that right? They also have the "Preferred" package for 49.99! Well I thought that Cox valued my business enough to either issue a credit or offer me a great deal to compensate for having had overcharged me for a inferior product. Boy was I wrong! My mentality is that I am not a new customer, I am a current paying customer who has been overcharged for services which is an issue - and that issue needs to be addressed and fixed by Cox. The very best that they could offer me was a "discount" to compensate of 20% for one year. I guess they think customers can't do math. It would come out to 50 and some change for the "Preferred" internet I already had. They just offered to "discount" my service down to the price that it was supposed to be to begin with! Like I said, I thought Cox had valued my money and business but I guess not. Maybe it was too much to think they'd offer me a better internet plan with a better price to keep my business and to compensate for being ripped off. I also loved what the reps told me, "it's an incentive to get new business" - so my money is worth less than of those who you don't already have? Also "business is business" - to which I define: "Good business is good business" and "Bad business is bad business" - you don't see Apple pulling this stuff.2.3KViews0likes1CommentRE: My Internet is dog slow
Not accurate - This issue is NOT solved. (See pages & pages confirming widespread issue that still persists.) Forum: Internet Forum Posted: 5 Nov 2014 Post Subject: RE: My Internet is dog slow Post author: ChrisL By chance could you try getting some trace route data to the sites/hosts you're having problems accessing?2Views0likes0Comments
Backup for Mac?
I recently attempted to set up Cox Secure Backup and downloaded the Mac client. After it would not allow me to sign in using my User ID and password, I contacted online chat...and had a dreadful experience. After several questions, the agent told me that Online Backup was for Windows only. I asked why then would there be a Mac client, for which he had no answer. When I looked at the software page online, I now see it says the software is compatible with 10.6-10.8, though in another spot it says it doesn't work with 10.7. Regardless...with the percentage of Mac users on 10.9 and now 10.10, it's wholly unacceptable that this software is not kept up to date. Does Cox believe we're living in 1995? So..the rep tells me to contact the Online Support Team and gives me a number, which I call. There the rep tells me to sign in without the @cox.net portion of the email address, which works great. I click a few buttons, and it appears to start working , though I'm not sure it will finish (it's showing a little over 6.7% complete as I write this...) so I ask him about the current versions of Mac OS, and he confirms that they are not supported and company has no plans to support it... I asked why they would abandon users who are a higher percentage today than they were when the software was supported, but he suggests I call someone on the business side of the company... I really don't understand the business logic of this. In a way it's not a big issue, as i use Carbonite for back up of my system (way too large for Cox), but I had planned on using it for my wife's computer (easily within the limit). I think it's an idiotic business position, and I would also say that the whole customer service experience was terrible. Cox used to be excellent, but this was horrific. Sad to see, but at least AT&T Uverse is now available in my area. Does Cox have any intention of supporting Mac users?2KViews0likes1Comment
Failing Internet
I would like to point out that I was not being goofy with my profile...I thought I was typing in a forum not creating a profile.... Anyway I am clearly having internet issues. I did an internet test and it shows to be working fine, but it will not work on my phone and I cannot play my games online. I have two game consoles and when we try to play games together the internet drops out. With the phones it shows that we are connected and says we are in our settings but when we try to browse the internet it says we do not have internet. This is what I run on my internet: PS3 (x2) Cell Phones (2-3) Computers (2-3) I do not know if it is my modum/router or my service because it has not always been this way. For the first 6 months my internet was amazing. Now for the past couple months I have not been able to use it like I once did. I pay for the $20 internet plan. Please help me.1.9KViews0likes1Comment