NOT GETTING SPEED I PAID FOR!!!!! I want a manager to contact me immediately.
We have been Cox customers off and on for the past 20 years. Mostly leaving due to HIJACKED bills and overcharges. We are back because my daughter does online school due to illness and unfortunately, Cox is the "best" internet we have here in Vegas. Got a card in the mail to upgrade to 150mbps internet for $5 per month for 12 months -- going to $10 extra after. OK. Fine. Excited to have faster speeds. We had 50mbps speed and would usually only even get 40 or so. Upgraded and NOW only get 30-40mbps when we are paying for 150!!! Our cell phones don't even go that high (can get 100 or so only). Chat support. She said to trade in modem, so we did. We have a BRAND new router ($80), also at their suggestion. I don't think they even know how to fix the problem, just collect more $$$ Called in to tech support and spent about 30 minutes on the phone with a "techie" insulting my 7 year old computer and my limited computer knowledge. Probably still lives in his moms basement and plays D&D all day. Oh, and they also said in order to actually get WHAT I AM PAYING FOR, I have to connect ALL my devices directly to the modem & router. WHAT ABOUT THE CONVENIENCE OF WIRELESS????? You promote that this service is supposed to work and give us screaming fast internet? Well your OWN site's speed test comes up "latency error" when I try to do it -- so the problem is with your server somewhere (according to the troubleshooter guide). Am I pissed? YOU BET. I have been screwed over by this company time and time again (costing time and money) and all they can seem to suggest is upgrade equipment at my cost. Well THEY SHOULD TELL YOU all that when they want you to upgrade service. I am stuck now and would like a member of your management team to FIX this issue. I am tired of dealing with so called tech people whose only solution is to switch things on and off, move stuff, or buy new things. Three calls and chat sessions, plus a trip to the store to get a new modem. Not to mention all the past ** I dealt with over the hijacked billing and upcharges. That only got corrected when I threatened legal action (still possible). Show me what I actually pay you for, people -- the TEN people working in the store that handed me the new modem don't even have to answer the phones at their store. Y'all can do better. Customer support team -- ESCALATE to management. PLEASE. I just want what I paid for. I know you are not Costco, but you could at least try harder......1.9KViews0likes3Comments
High Upload Latency
I've been dealing with latency issues/ high ping for a few months now, but it was tolerable. Over the last week however, it has become unbearable. I have reset both my modem and router, manually set my bandwidth in my router (to eliminate bufferbloat), and disconnected every device except one from my network with no joy. I now have reset the modem and connected directly to it, and I am still seeing spikes of extremely high latency during upload with a frequency of every 3 to 7 seconds during the beginning of the test, then I can see the latency just climb. I have the Cisco DPQ3212 issued router, so I cannot look at noise levels. I was hoping that you could do that and flash any applicable firmware updates as well. To clarify, the tests that I have run are stream tests, not multi-threaded. While running a multi-threaded test, the latency is barely noticeable, but this is not a real-world application test. I have the 60Mb/s 10Mb/s internet plan. Any support would be great. I have a co-worker who lives in another part of town that is having the same issue, and has attempted to troubleshoot with no joy.1.4KViews0likes1Comment