Refund my $200.40 ASAP
I called Cox to report that my internet is not working after trying so many times to do it by myself. Cox rep was pushing to dispatch a Cox Pro to fix the issue. He mentioned that if its Cox failure, Cox will take care of the charge which was $75. Cox Tech showed up next day, and after several attempt. He realized that its a Cox problem and he needs to do some wiring check (Per his saying). He did some wiring adjustment outside my home, later he pushed again to have their rental modem. The excuse was that Cox modem has dual band 2.4 and 5Ghz, and mine is only 2.4Ghz. And he mentioned that it will be free of charge for the next 10 days if I'm willing to return it. I had a feeling that there is something going on so I returned it next day, and Cox is charged me $0.40 for one day rental !!!!!!! And by the way, my modem works just perfectly up to this moment I'm writing this paragraph. Now, here is the big dilemma, first of all, per your technician, there was a loose connection outside my home so since it's outside my home, logically I'm not liable to it which means it's something that Cox should take care of it. Otherwise you should charge me for a connection issue that happens in Mars !!!! And second, I was told that the charge of the tech is $75, for God sake, how come the $75 become $200 !!!!!!!!! Be careful of Cox tech support, all I was told is fake, tech rep was lying about the $75 charge, and Cox tech blamed me for the fault, though he spent most of the time outside our building doing something I have no clue about. And worse than that, I was told that the their modem is free for the first ten days...... Please train your crew very well and let them sue they don't push or say none sense things, and keep in mind that there are tons of internet providers looking for customers. DO NOT PLAY THESE GAMES OR IT WILL BE MY PLEASURE TO SUE COX, REFUND MY $200.40 ASAP.
Time Zone incorrect on Speed test history - And, horrible customer experience!
Isn't Cox aware of this issue yet? The first screen shot shows the correct time, for the single latest result I just ran. The second screen shot shows the times when I click on Show past results. Obviously the past results times just changed by 3 hours. You need to fix this to display the correct results. And, MADDENINGLY, I'm suddenly locked out from doing more speed tests in a 24 hour period!! I am trying to work with your maintenance team after a 3 week NIGHTMARE here with speeds, it's obvious that I'm not getting the upstream I'm paying for, so I've been troubleshooting for a couple hours and running tests, and now I'm locked out from further testing on my own account, WHEN I'M SIGNED IN TO MY ACCOUNT!?! You need to fix that nonsense too. Now a tech cannot look at my account and confirm the speeds I've been seeing for 24 hours! This is just unacceptable and you need to escalate this. Some people do know what they are about and don't abuse the system. Putting a limit on the speed tests this limits ME on helping YOU do the job that you all should have done and had resolved 2 weeks ago! I have jumped through hoops, talked to techs and sups a dozen times and more, had 4 techs out here, and finally had to threaten to dump you after 6 years before anyone would admit that YES it is YOUR ISSUE NOT MINE and get maintenance to actually start doing their job here! And the worst part is I have to do this EVERY THREE MONTHS FOR THE LAST 3 YEARS because no one wanted to pick up the ball and kept stupidly sending techs out here when they knew it was all fine on the premises...over and over again they've done this! Then the problem strangely disappears for a few months, and no one ever tells me what was done to fix it. Obviously not much because this nonsense starts again every three months!! I can't wait for a certain large company to start giving you the competition you need so your crews actually start doing the work they are paid for so you don't lose all your customers to the pending competition on its way here in the Phoenix area. I'm soooo fed up with this nonsense it just makes me sick. You guys REALLY SERIOUSLY need to step up the support and get some field techs with some brains (some are pretty good so don't get me wrong here) that can actually think outside the box of their little connection level meters and their "let's replace connectors" mentality, or ALL your customers are going bye bye when a certain company lays its fiber here within the next 1 to 2 years. I am just fit to be tied here. I have bought 3 new modems in the last 2 years just to help prove to you these issues aren't mine, I've dumped hours and hours into talking to you, troubleshooting, waiting on hold for 15 minutes to an hour on every call, and getting no respect as a customer who ACTUALLY KNOWS what they are doing and knows how to interpret modem logs. Up til my threats to cancel yesterday I've gotten zero respect from anyone there, although some supervisors have tried pretty hard and people are generally nice and want to be concerned, only to have field techs be stupid. In the last 4 days, TWICE I was supposed to have a scheduled appointment for techs yet AGAIN after 4 came out already in the last 3 weeks, and somehow those appointments just got "misplaced" or never made after they were confirmed to me on the phone and in chat!! GOOD LORD PEOPLE!! This will certainly be the final straw. If I don't have results by Monday, I will take the speed hit and go with the DSL and wait for the other company to get their fiber laid. There is no need to post and make any suggestions to me, because believe me, ALL has been done that can be done to this point and I will wait for maintenance to do something to resolve this tonight or tomorrow night. There is most likely a bad amp up the line from me or something else that strangely goes bad when the temps cool off at night (yes, it DOES seem just the opposite of what you'd normally think, but that's the situation). The public needs to know this rant, and believe me, it could be a LOT longer, if I wanted to post the detailed logs I have of every call, every chat, and everyone I've spoken to at Cox while trying to get this nightmare of a customer service JOKE worked out for the last 3 weeks. Yeah, you would laugh and shake your head if you saw all that I've had to go through in the last 3 weeks and say OMG to yourself. All that said, a very nice gal in the customer advocacy team has now picked up the ball and gotten proper communication going between her and me and maintenance and hopefully we will see an end to this buffoonery within the next 2 days. My only suggestion is, if you keep getting similar runarounds and you aren't consistently getting what you are paying for, don't let up and keep taking it up the line every time you call. Level 1 techs can remote reboot a modem and do very basic troubleshooting. If you have issues that are recurring and they send techs to your house more than twice, the problem most likely is NOT AT YOUR HOUSE or your tap and needs to get addressed at a higher level. And for your further enrichment take a look here to appreciate what Cox has put me through, because it's not just me! http://forums.cox.com/forum_home/internet_forum/f/5/p/3152/12890.aspx ========= ===============
