Internet issues and a bad customer experience
I am submitting this forum since I have been having consistent issues with my internet speed, everytime I reset the modem the internet speed for my devices will go back up to the 500 mbps speed andafter 5-10 minutes I have issues of the speeds going back down to 20 - 30 mbps, this has consistently happened on all my devices and at times I have had the download speeds be 3 mbps. This is my ultimate issue when on the call with the Cox representative and letting them know I have updated the COAX cable made sure to reset, and all the common troubleshooting steps they said they would do a ping test, they said after the ping tests, it shows no packets were lost, but still I have internet download speeds. They began to get very terse with me on the phone and changing their tone being very argumentative and insisting that it is my device that has the issue, I let him know that since this is happening consistently in every device I own, PC, tv, phone and even my brand new laptop that there was no way that it could be a device issue, especially when all devices are experiencing the same thing of a modem reset increasing speeds for 10 minutes only to go back down to bare minimum speeds. I requested for a Tech to come over and check my issues but after talking they kept interupting me saying that the Tech would not be of any help and its my own devices with these issues, they then tried to upsell me with Cox complete care but after wanting confirmation if I could get a Tech with Cox complete care they said I was being difficult and that I kept asking the same questions when I simply wanted clarification, I was told cox care does not do Tech and felt frustrated that they would try to upsell me something that would not resolve my issue.
Over a week without Internet, horrible support
I have been trying to use the internet for over a week with no success. I contacted your support and no one was able to help, I went to the cox shop and I got a new modem that is still not working. I already paid for the service that I am not receiving and your support wants to charge me $100 to fix the problem. That's unacceptable, I already paid for the internet service and I am paying extra for my mobile phone service to be able to use the internet. I will not pay an extra $100 to someone provides me the service that you are already supposed to be providing. If this case doesn't get resolved this week I will contact another internet provider.Intermittent Connectivity Issues
I recently moved and previously had zero issues with connectivity. From day 1 in the new home, the internet would disconnect every 90-120 minutes. I have contacted customer five times, twice over text and three calls. The first two were taking so long to respond I figured I would just restart the modem myself. That worked until the eventual disconnection about an hour and a half later. Finally I call, speak to someone who seems like he knows what’s going on and offers to send the technician out for free if the issue persisted. Great! The issue persisted, I call from work the next day but the new customer service rep insists I have to do the troubleshooting now for the fourth time. I ask if he can send the tech out and read the previous rep’s notes. He said he didn’t see any notes regarding sending a tech out and it could be a $100 charge because we didn’t do the troubleshooting. I decline and say I’ll call at home so we can do the troubleshooting again. I get home, call the service line again, same troubleshooting, same claim that the issue is fixed. I tell her that this is now the fifth time and what would it take to send a tech out. I get the same line from her to call back if the issue persists. At this point I’m wondering if there is some magic number of times calling customer service I need to reach before they actually send someone. I ask for a manager, who then says she sees no problem, but now it’s a potential $75 fee for the tech visit. On top of all this, I keep getting pushed to the app THAT WONT WORK IF THE GATEWAY ISNT CONNECTED TO THE INTERNET. So is it free, $100, or $75? Is it based on troubleshooting or is it based on complaining to a manager or getting the right rep? I’m debating terminating the service because of how awful it’s been dealing with them.
Extortionists
I have just had Cox wifi set up today and it did not work for a single moment. I am now going to be charged even more money for a technician to come out and fix the mistake they made. Im being held responsible for the internet i paid for not working properly. This is extortion. Almost the definition of extortion to be honest. You are forcing me to pay more money for your company’s mistakes. Its unjust and unfair to me as a customer to force more money out of me just to have the service actually work properly. Congratulations, you won. You’ve successfully drained even more of my money than was previously agreed. If i had known this company was going to treat me this way i would never have signed up. You are extortionists. This is wrong.
Random Drops
Whether I'm playing a game, streaming a show, working, or just googling, the internet will randomly cut out for a few minutes at a time, often ruining whatever I was doing. The equipment is all fine, in good positions, and it doesn't matter if its the only device on or not. Support doesn't seem to know how to do anything other than reset a modem. Are there any fixes for it, or do I just need to switch?
You need competitors.
Just moved here from Idaho. I am so disappointed with the service I have had so far. 7 outages. One lasting upwardly 9 hours. Being overhcarged for a gig when it should NOT be 175$ a month. That's OUTRAGEOUS. Some of the worst customer service I have EVER experienced with never ANY resolutions to issues. I've had only problems with the service since I've gotten it. I am directly connected in and have yet to even reach 690 megs. I feel scammed. Upset. Very frustrated. When I went to try to start a mobile service with all of you I was kept on the phone for more than an hour and a half only for the guy to mess up the entire order, now having to have him call me AGAIN tomorrow. If anyone sees this, I truly recommend going with TMOBILE 5g, or ATT air. I will be leaving very soon. I can kiss the 1 gig good bye at this point. I have never been so upset at any company, nor ever have made a review or post about a company. Horrible. As a brand new customer I do not feel Valued AT ALL.Internet Has Been Out for Days, Yet Cox Tells Me I'm the Problem
I'd like to find out if anyone else has had an experience with Cox as terrible as my recent experience in Oklahoma City, OK: My home internet has been out for 3 or 4 days now. It started when our modem suddenly stopped getting any signal from Cox. The modem has power and has shown zero issues up to this point. I thought maybe it was that particular coaxial connection, so I tried hooking the modem up in other rooms around the house that that have a connection available. Same issue: modem powers on, but no connection to Cox. I then got on the Cox website to verify that my modems MAC and Serial Numbers were correct, as well as to try and reset my modem from my online account settings. Still no improvement. So, I decided to chat with a Cox support agent. The FIRST agent I talked to looked into all kinds of things and ended up telling me that I needed a new modem (which, of course they immediately started trying to sell me one of theirs). I said no thanks, went to the store, and bought a new modem. The new modem is the exact same brand and model (Netgear CM500) as the previous modem I'd been using for years with Cox, so I know for a fact it is compatible. I get home, I hookup the new modem, but still no connection to Cox. I try to activate the modem according to both the manufacturers instructions and the instructions on the Cox website, but I can't finish it myself because, of course, Cox can't establish a connection to the modem! So, I decide to chat with a Cox support agent AGAIN. The SECOND agent has me provide the MAC and Serial Number of the new modem so that they can activate it on my account for me. I provide them all of this information, and they tell me that they have activated the modem on their end, but that they still can't establish a connection to the new modem. Then, all of a sudden, the chat session ends before I can get anything else from them. Big help that was, Cox! Once again, I reach out to a Cox support agent. I tell the THIRD agent everything that's happened up to this point, about the sudden disconnection on my old modem, going out and buying a new modem, going through the headache of getting the new modem activated, and getting disconnected from the previous agent. This agent wants all the MAC and Serial Number information again so they can make sure the modem is activated. I provide all the information to them, they tell me the modem is activated "on their end", and that I need to reset the modem (unplug it, wait 10 seconds, plug back in). Then they tell me to "wait a while", I'm assuming so that Cox can try to connect to the modem. After about 10 or 15 minutes of waiting, and still no connection, this agent tells me that it's a problem with my modem. UM, EXCUSE ME? You mean, this brand new modem that the FIRST agent told me to go buy for absolutely no reason? Not likely. At this point I told the third agent that I'd like a technician to come out to my house and check the Cox lines outside because the only remaining possibility is that there's an issue with their equipment. The third agent then told me that they can't send a technician to my house because they're not allowed to touch equipment that's not provided by Cox (in reference to the modem). I tell them that's fine, because I'm not asking them to touch my modem, I want them to check up on their own equipment! The agent then goes back to insisting that the issue is with my brand new equipment. Well, of course it is, because Cox is just infallible, right?! At this point, I'm ready to drop Cox all together. I've never had such a poor customer service experience in my life. I worked in customer service for a number of years, and it never once occurred to me to tell a customer "it's not us, it's you" if I hadn't already exhausted every possibility on our end first. It's a shame too, because this is really the first issue I've ever had with Cox. At this point, the hot spot on my T-Mobile phone is providing a more reliable connection for my home than Cox seems able to. In the meantime, I've talked with co-workers who live in nearby cities who've told me that their Cox service has been out for the exact same amount of time, with the exact same symptoms (modem suddenly receives no signal), who've been told the exact same thing by customer service agents (go buy a new modem), then been treated the exact same way after the recommendation doesn't work ("it's not us, it's you"). Is anyone else starting to see a pattern here?