complaint

5 Topics

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?
waltere
11 years ago Place Archives
4.9KViews
0likes
10Comments
Complaint - Please READ
I was signed up for a service after moving apartments on 11/15 and had someone scheduled to come out and activate my unit. On that day my apt management screwed up and couldn't give access to the tech that had come out - 100% my apt's fault. This was on a Saturday. On the following Monday, I called Cox back asking to have someone come out and just flip the switch and the rep states that no one is available to come out until the following Monday, the 24th. I reluctantly agreed, scheduled someone to come out 11/24 between 3pm-5pm; - nothing I can really do, right? So now it's Monday, and no email confirmation was given so I give Cox a call back asking to see if my appointment was confirmed. The rep tells me that there were notes stating that they notified the customer of scheduled appointment on 11/24 but nothing was actually scheduled. I ask the rep to make sure that they come out today because I took a half day to be home. I get a call back saying that their dispatch told them to "just reschedule it to next available date" without any reason or cause. Seems to me that they didn't feel like changing anything even though they screwed up. Unprofessional, discourteous, and uncaring of any customer service whatsoever.
TannyL
10 years ago Place Archives
2.4KViews
0likes
1Comment
Did anyone else have a 50% increase in their monthly bill?
My cox bill increased from $160 a month to $240 beginning January 2020 with no change in services or benefits. My business account increased from $300 to $306 with no changes in services or benefits. Has anyone else had a similar experience? I'm going to report them to the Attorney General's office for Price Gouging, but wanted to see who else might have had this sort of issue with Cox before. Any information is helpful.
DoctorJ
5 years ago Place Internet
1.8KViews
0likes
5Comments
Giga Blast is not really giga blast - Complaint
I do have Giga blast service for the last 2 years. Lately 2-3 months back we are seeing Giga blast service is not really sending the speed it is supposed to . This is happening a lot during evening and night. I have complained to COX tech service and I am not getting any help to resolve. The speed we are getting in wired connection is in 200 MBPS or sometime in 80MBPS. This is misleading. With the same context the network light on the modem is always blinking orange, it never stays full Orange. I started to suspect that COX is throttling the speed in the evening. If this continues and no one takes any action in next few days, I want refund for the last 3 months of service and I will disconnect immediately.
indyguy
7 years ago Place Internet
1.4KViews
0likes
1Comment
Complaint to Cox
Cox makes it difficult to do business with them. I'll be filing a complaint with the FCC, but also wanted to file one with Cox and didn't see a way to do that on their website. I got an email that I had to update my modem, it had a button and said it would be 3 easy steps When I click the button, it has me login but takes me to different plans and options but not to update my modem. I go on to chat, and the stupid AI Oliver thing asks me, and I say I need to upgrade my modem, it takes me to link to sign on again and it says "I did not find a modem offline" HUH? I am not asking to reboot my modem, so I finally get to a live rep I explain to him and several minutes later he asks me to confirm I need a new modem, I say yes Several minutes later, he responds "there is an outage in your area and we expect service to be restored at..." That wasn't why I reached out. If there was an outage it wasn't affecting me. I asked for a supervisor, finally I get one and he says he can help. I also mention my TV cable boxes are glitchy and could I update those as well. He asks me for the serial number. My cable box is secured in a cabinet and not easy to take out to find a serial number sticker inconveniently placed on the back of the box. In doing so, the cable breaks and it's fished behind the wall and behind a tile fireplace. So now I'm screwed because my cable is now broken and have no TV in my family room. Why in the HELL does COX ask for the serial number - doesn't COX already know that? Then I get disconnected from my chat and my TV is now without a cable connection I decided to call COX this time, the first time I go through the phone tree I pick option 0 to speak to someone and it says I reached them after hours. It's a Saturday and they say they are closed on weekends. I know that can't be. So I call back and select "Technical Support" option That takes me to a recording that says there is an outage in my area and talking to someone would not speed up recovery and gives me no other option but to end the call. I have to call back and find an option to talk to someone and finally get a hold of someone in Sales to upgrade my service. COX makes it virtually impossible to talk to someone, unless you are going to upgrade you service so they make more money. So fed up, FIRST - if you send an email with a button to update your modem, take me to a page to update my modem, not review my service packages. SECOND: Get rid of that Oliver thing that is just a speed bump to annoy your customers or get one that is really AI and not just some canned responses. Do it right or not at all with virtual assistants. Oliver is crap. THIRD: DON'T make your customers dig for a serial number you don't need because you should know what equipment I have. Useless only again to place needless hurtles to your customers. FOURTH, just because you have an outage - DON'T ASSUME I'M CALLING ABOUT THAT AND GIVE ME THE OPTION TO TALK TO SOMEONE BECAUSE MY CALL IS NOT ABOUT THE FREAKING OUTAGE THAT WASN'T IMPACTING ME IN THE FIRST PLACE! I still don't have a new modem and now I'm without cable in my living room. Thanks COX you really know how to screw your customers. Horrible experience and you really need to see how awful and flawed you are by just seeing what it's like as a customer.
victor68
9 hours ago Place TV
11Views
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1Comment