82 year old mother charged for modem after turning it in a year ago
My 82-year-old mother had a "Mystery Charge" on her bill a month ago. She called Cox Billing Support, which is quite a time commitment, and was told by Kyle he was removing the charge from her account, gave her a confirmation number, and told her the next bill would show that all she owed Cox was her monthly charge. Next bill comes, and it says she has a past due on the "Mystery Charge". So today, we call Cox together. Now the charge is for a modem we turned in a year ago when we switched her to Panoramic Wi-Fi. We explained that we did not have the Cisco telephone modem as we turned it in when she began renting the Panaromic Wi-fi. After trying to get the gal to understand that the Panaramic Wi-Fi served as a telephone modem, she told me "you have the Cisco modem, I can see that it's on now." It wasn't , it isn't. Checked every cox plug in in the house. Not suprisingly, we did not have two modems connect to the cox service. I was explaining this and was disconnected. Called back. I asked the new Customer Service rep if she could see a Cisco modem live on the system from my Mom's residence. No. So I explained that we had a confirmation number saying this charge was being removed from the system. Suggested they pull up the recording of the conversation because they had "no record" of the credit. No can do. So now she said we needed to return the modem. I again stated that the modem was returned to the local store when we picked-up the Panoramic modem. Do you have the 1 inch x 1 inch receipt a year later? No. Who keeps these tiny scraps of paper. I asked if Cox showed my mom still having the modem, why they didn't contact us before now. No answer. I explained there was no reason for us to keep the modem. They have no value. But, I was told that without the 1 inch x 1 inch receipt there was nothing they could do for a 15-year-plus customer. So I asked when my Mom asked for her phone service to be switched from a land line to digital service, because she didn't. Cox forced her to switch to digital. Knowing she hadn't request the switch, I asked if I could get a copy of my mom's request that they install a modem. Said they couldn't. So I asked for a copy of what she signed saying she had received the modem. Said they couldn't. So I said then what proof do you have that she ever had the modem. And then I said, you know what, I'm going to trust you and believe that at one point this modem was in the house. Why can't you believe me when I assure you that the modem was returned? The modem has no value to my mother. I don't even think Cox still uses this modem. Neverthless, my mother has spent days looking for it despite the fact that I confirmed with her that she did indeed return it - I was with her. Thank you Cox for hassaling my elderly mother and sending her to bed with tears on multiple occasions.Thank you for charging my mother $122 for a modem that sells for $20. Thank you for charging a customer for outdated hardware that you will not use. Thank you for holding your customer responsible for bad record keeping. Thank you for neglecting to add equipment check-out and returns on your monthly bills so that customers have some way of knowing your service team neglected to enter the return or that record did not transfer to your master data system. Thank you for expecting your customers to hold on to 1" x 1" receipts to the end of time. Thank you.
Consistent Packet loss (25% or more) for six months, extremely disappointed
I am not one to complain but I feel I must make this post for other cox users experiencing the same frustration. For six months straight I cannot stream video *upload or play games consistently on a gigabit ethernet connection. I have replaced all my equipment (modem, router, switches, cable runs) and had 6 different techs to investigate the issue and I still experience this problem every day and it only gets worse. I was recently told it was an issue with the Node and that it was a known issue that has been reported multiple times. I have been told to wait for them to fix it and I feel like there is nothing I can do anymore. Every time I call retention to get my bill reduced for the issue I am met with denial and impatience. All I want to do is simply pay for a good internet connection but since COX has a monopoly in my area have no choice but to be at their whim. All but one tech that has came out has shown any sort of care for my issue while the rest have said they would escalate my issue for me to find out no notes were left on my account and I have to start the process over again and again. COX is hands down the worst internet provider I have ever been a customer of and I really use to love this company which at the point is just embarrassing to even say. The service up to this point is unacceptable and goes to show what happens when you do not need to compete for customers. I will be filing an FCC report and at this point if the problem is not resolved this month I will be using a cellular router with a data plan because that unfortunately looks like it will be the better option at this point. For any cox techs that reply to help me I already have open tickets regarding this case.
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.not being able to access cox wifi app or browser
I have been trying to access the cox wifi app or wifi.cox.com through the browser. I want to do this so I can access my wifi settings, Including port forwarding. This is what I get when I attempt to access the website. - Please Give Us a Call Sorry, there is a bit more we need to do to get you up and running with Panoramic Wifi. Call us at 1-800-234-3993, and we will get you squared away. To be clear, I AM able to enter my CORRECT username and password after I enter it displays this message. When I attempt to log into my account on the main cox.com website and the cox app everything works fine. I have been having this problem since I moved in last July and every time I call it's either "the website is down for support" or some other excuse. Only about two weeks ago was I told that this issue has been reported by others and it would be looked into.... two weeks ago after many months. I am tired of having to reexplain my issue with customer service which is why I'm making this post. Also worth noting is that when I look at "My account" and "manage wifi" on the main cox website it shows this - It looks like you are using a modem that is not compatible with Panoramic Wifi. Panoramic Wifi is available to customers who rent an eligible gateway.Upgrade Now. But I definitely have the router that supports cox panoramic wifi because it's the same that I had before I moved here.Technicolor CGM4141is what I have now and had before. wifi.cox.com and the cox wifi app worked prior to my move. It might be worth noting that there were issues because I had canceled my last account during my move and I don't entirely understand how it was resolved, I think maybe I have a new account number now. But I have wondered if that could be a contributing factor to these issues.