On Demand never works properly.
I find it sad, annoying etc etc that our ON Demand never works properly. There are several issues with this service. Either it hangs up getting stuck for all eternity causing us to have to unplug the box, jump up and down while hoolahooping holding a small poodle, all while on one leg. OR It give us the following message "You show can not be accessed at this time, please try again later. If the problem persists please contact coustomer service." Blah blah blah... I did the whole walk through trouble shoot with the CSR. I asked first if there was an outage in the area. I was told "NO" Cool right? Wrong... After the trouble shoot, un plug the box, yada yada blech. Nothing... same message same ole song and dance. The the tech sent a "signal" to the box. Again did not work. Then he reset the box on their side. Still not working. At this point I was told that "if (I) wait a few hours it should be fine." I should not have to go through this, none of us should. COX is hands down the worst service on the East Coast. The prices keep going up up up but, the service goes down down down. I would never recomend COX to anyone. DVR a show and the CC won't work half the time. On Demand does not work half the time. You don't even have all the basic stations on demand. I'm sorry but wow... there are a million things you need to do to even hope to remain in business. I for one will move asap and make sure the next community has a contract with either verizon or comcast. SO over givingCOXmy $ just to be annoyed. And so help me God don't say " we can have a technition come out to take a look" I am not paying even more $ to have someone come in and "Look" this should never have happened in the first place. IMHO COX is exactly what it sounds like (Insert intended pun here!)13KViews0likes1Comment
Arris SB6190 Cable Modem - RCS Partial Service and SYNC Time Sync Failure (100% Packet Loss)
I've gone through 3 cable modems, 3 wireless routers, and a handful of ethernet cables thinking it was a problem with my hardware. I've blocked every other device on the network for troubleshooting this. It's just my PC on it, hardwired in. The internet works without issues for about 90-120seconds at a time, then there's a 30 second period where I get 100% packet loss on everything. I can't get on any websites, I get disconnected from any games I'm running, etc. Then after 30 seconds, everything reconnects okay. I've rebooted all of my devices three times. I've called Cox and they said everything is testing fine. There's no Cox maintenance in the area and no outages. No construction in the vicinity.Is there anything I could do to diagnose this? Can I buy anything to test the coax drop in the wall or something? https://www.docdroid.net/tJH6C5a/event-log.pdf.htmlscreenshots of the Event Log from the modem page https://www.docdroid.net/RFmVJY2/status.pdf.htmlscreenshots of the Status page but I don't know what any of this means12KViews0likes11Comments
Can I temporarily disable my Cox Internet service?
As you can see, my question is about temporarily disabling my Cox Internet service. So, is it possible with Cox? Can I temporarily disable my Cox Internet service? The reason that I am asking this is because I am in the middle of getting caught up with my bills at this time and I don't want to end up falling short on what I owe to continue using the product sold to me. There is one more thing. In regards to disabeling my service for the Internet, will the charge be pro-rated. Therefore, I should only be paying the amount due towards the time I've been active. If this is the case, then is it safe for me to unplug the router from the outlet leaving me costless of the fact that the item was turn off? I am confused and would like to receive some clarification upon the Cancellation/Suspension Policy if that exist then that would be great to learn more about. I will be looking into the best response to resolve my dilemma. :)Solved5.4KViews0likes2Comments
How can I get Cox to pay attention to a problem beyond a simple Tier 1 problem? (Been trying for four years)
Several years ago I called Cox support about slow up/downloads. . By "low" I mean that for my 18 GB/s service I almost never get about 500MB/s, and often see 10KB or less. A technician came out and agreed my rates were low, because the usage in the area had expanded and the company had not added capacity. He said that everyone in the neighborhood has low rates, and that he would put in a higher level request. Many months later, after no change, I called support again and another technician gave the same diagnosis. He also looked over my modem set up and said it was correct; that the problem was definitely on their side. After another six months the (alleged) higher level request had produced no change. I wrote a letter to Cox Technical support explaining the situation, explaining what happened with the technician visits, and included charts from traffic management software showing the low rates. No response. A few months later I sent a second letter with added charts for the intervening period. No response. After a few months I sent a registered letter requiring signature on receipt. I got the signed receipt card back from USPS, but no response from Cox. After a few more months I sent another registered letter saying that if they didn’t do something I would have to file a complaint with the Better Business Bureau. No response. I called the BBB, including in my complaint all the information I had previously sent Cox. Somebody at Cox responded with a pure boiler plate Tier 1, here’s how to schedule a technician, etc. They obviously had not bothered to read the complaint before responding. , No response. After several inquiries from BBB she told them I could call her personally to schedule a technician. I called her several times and got voicemail. I passed this on to BBB, and she told them she had sent already sent a technician out who found no problem and that someone at the house had “admitted” that a router was in use. I did not know about this technician’s visit and still have no confirmation it ever took place. She persuaded BBB to close the complaint showing me as satisfied since they had not found a problem. I explained to the BBB what had actually happened and they agreed to re re-open the complaint. I then left six voicemails for this woman. On the seventh call a guy answered and said the lady had been transferred and he would be happy to work my problem. Since then I have left him nine voicemails with no response. I have the feeling that I have gotten caught in some backwash corner of the Cox organization, and that their senior management would not be happy if they heard this story. Unfortunately I have no idea who to call. Any suggestions are welcome?4.9KViews0likes10Comments
Circular Reference
I have Cox Phone & Voicemail service. I scheduled a tech service call for issues with my internet service. Cox left a voicemail today for me to confirm the appointment for tomorrow. (Before I address the actual issue, is it necessary for me to confirm an appointment, or will the appointment time be honored as originally scheduled?) Anyway, when listening to the voicemail, it says "Press 1 to confirm the appointment." However, when you press 1, it simply replays the message, as it does with every Cox voice message. Not sure how to get around this issue. I waited 15 minutes on hold to call Cox phone support and she had no idea whether I needed to call in to confirm the original appointment or not and could not understand the "Press 1" dilemma. Anyway, a lot of words just to say that I was curious and confused about the voicemail issue.Solved4.4KViews0likes3CommentsDigital house phones stopped working today.
Has anyone else had their digital house phones stop working today but call history still shows online? Also one of the phones not working in house is a solid landline. Called support and they had someone try stuff over phone but didn't work and have to wait until tommorrow for a "tech" between 1-3 PM.4.4KViews0likes3Comments
NIU for phone service
I recently had a new Coax line installed, and the field representative noticed that I still had a NIU that provided my phone service (I installed it myself when I worked for Cox). He stated that I'm going to need to upgrade soon, that Cox was trying to phase those out of their system. Who do I need to contact to have that happen?3.9KViews0likes1Comment
How do I monitor the duration of my out going calls on my restricted cox digital phone service
The Phone Call Log shows what time, date, who I called but does NOT TELL ME THE DURATION OF THE PHONE CALLS. SINCE I AM RESTRICTED FOR A HALF HOUR OF CALLS A MONTH, I REALLY NEED TO KNOW THE DURATION. I already had problems being overcharged and if I GO OVER THE HALF HOUR LIMIT A MONTH, THEY CHARGE ME .50 A MINUTE. IT IS NOT FAIR TO THE CUSTOMER SO THEY CAN PROVE THEY WERE NOT OVER THE LIMIT BECAUSE IT PURPOSELY FAILS TO SHOW YOU THE DURATION OF ALL CALLS GOING OUT. I NEED HELP WITH THIS REALLY BAD. THEN THEY CHARGED ME MORE PHONE USAGE FEES UNDER ANOTHER USAGE FEE, WHICH I AM BEING CHARGED MORE THAN DOUBLE.3.7KViews1like2Comments
Call Log
I requested a call log at my local Cox retail store on 2/4/16. What is the status? I was told that somebody would contact me within 7-10 business days. Please be aware that this request is related to the fiasco I encountered with many Cox technicians and support individuals regarding the fact that Call History didn't work prior to January 21.3.7KViews1like1CommentCox account practices and service levels.
This is an account specific question but contains information that other Cox customers might find to be interesting. First, I've been a Cox customer for many years. I've requested many different service changes over this 15-ish year period and a couple years ago chose to receive a two service bundle- phone and internet and while I got the higher tier of phone service I was led to believe that voice mail was an extra to be requested separately- incurring its own charge on the bill. Since I own an answering machine I saw no real need for the service and have declined to add it to my bill. Fast forward to about a month or so ago and casually perusing my phone call history in my online tools I discovered a couple calls that showed as being forwarded to voice mail. They were not important calls so I didn't think too much of it and at the time when I clicked the "Messages" link on the page there were no messages shown. I chalked it up as another technical glitch and thought nothing of it. This last weekend I was informed by a friend that his call placed to me went to some strange voice mail thing so I explored again- to find that in fact there were several messages there for me. I checked my most recent bill and lo and behold- there was an item "Voice Mail" in the "Telephone" section- but with no associated amount. Now by and large this does not necessarily constitute an inconvenience per se but I'd like to point out that I did not order it nor was I informed that this feature was going to be added to my array of features- because had I been aware I'd have at least turned it off since as I already pointed out, I own an answering machine. I'm struck by the fact that I may well have missed an important call that had gone to voice mail instead of my machine at home- I'm lucky that didn't happen. There's another issue and I'd really like a copy of a detailed customer agreement that we have with Cox and what the policy is on unilaterally altering services without notifying customers. It seems that this company whose business is communication seems unwilling to communicate with paying customers about matters of some importance... I've had three separate occasions where services were taken down for "regular maintenance"... including twice where I had no phone-- thankfully there was no emergency where I'd have needed to contact someone. I found it telling that I received zero notifications ahead of time for any of these and when I called a rep after the earliest incident I was told that such notifications were essentially unfeasible. As for my surprise voice mail- if there are no additional charges- or its inclusion is a contingency of my continued discount then I'm inclined to keep it- it may come in handy depending on the ability I have to configure it. If I can set a delay that enables my machine to pick up first then it'll be useful- but my greater concern is with a well established pattern that indicates a failure to grasp the value customers place on knowing ahead of time about matters that will seriously impact their access to the services for which they are paying a premium for and as well the at best questionable ethical compass that holds acceptable the practice of making unilateral changes to a customer's service without any notification to the affected party. THAT I find most troublesome and the theme of communications I'm considering initiating with the state Attorney General and as well with the Public Utilities Commission inquiring the nature of any and all laws and regulations governing the conduct of a business entity within a given jurisdiction. It's difficult not to see such a pattern of refusal to touch base with a customer concerning matters that common sense says are important as an attitude of contempt for customer needs but it is advisable to remember that such things help to open up markets to other players who may well approach things with an attitude more amiable toward customer service and the need for communication. If your company wants to call itself my friend in the digital age then it would be a good idea to make the effort to play the part of friend whether or not they feel up to the role... after all I am the paying customer.3.3KViews2likes1Comment
