Will Cox issue credit for outages? Asking for a friend...
Maybe that will help motivate speedier repairs? Especially these days when so many are working from home! Monthly bill is paid for service, always. So, when the service is out, the clock should start for customer credit. Pretty straight forward...1.6KViews0likes4Comments
FOURTH DAY OF OUTAGE/INTERMITTENT SERVICE
Why am I paying top dollar for this crappy 200 mpbs service? I am using an approved DOCSIS 3 modem and have already had a technician out to replace the ENTIRE strand of COAX from the box to the modem., and another technician come out and verify the signal strength. This is a SIGNAL or switching problem and I am not getting what I am paying for! What is wrong with this company? Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Sat Sep 2 10:37 AM Yes 2 Mbps 2 Mbps 8 millisec 68.4.x.x Orange County Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Sat Sep 2 10:47 AM Yes 1 Mbps 13 Mbps 8 millisec 68.4.x.x Orange County Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Sat Sep 2 11:02 AM Yes 12 Mbps 20 Mbps 8 millisec 68.4.x.x Orange County2.7KViews0likes6Comments
Questions regarding speeds and service fees
Last year, we upgraded our plan to the 50mbps download option. I never pulled more than 35mbps, but I chalked that up to the fact I was using WiFi and didn't worry too much about it. Most ISP's aren't going to get you the highest download speed that you pay for, so I settled for 35mbps. Then about a month ago, I realized that our speeds were supposedly "doubled." So, I decided to connect direct to our rented gateway to see what kind of speeds we were actually getting. Multiple speed tests showed that we were getting the same as before (~35mbps). I called the support line and talked to a very helpful rep who suggested I purchase my own modem and router, so I could get better speeds. I did that, and then checked the speeds again. They were somehow worse than before, so I called COX again. They escalated to a Tier 2 rep, who tried some things but ultimately had to send out a tech. The tech checked some equipment out and noticed that there were a lot of unnecessary connectors in the cable box (which I have no access to). He took care of that and said that the big problem was due to our being located "at the end of the line." Apparently, I can't get the speeds that I'm paying for because COX's infrastructure can't handle their customers. He said that another tech would come out and add a "booster" to our line within a week or two. Yesterday, I got a letter from COX informing us that we had signed up for a service protection plan of some kind and a few bucks would be added to our monthly bill. I didn't remember signing up for this, so we called COX. The rep told us that the tech had actually done us a favor by signing us up for the monthly service protection plan. If he hadn't signed us up, we would have been billed $60.00. I'm feeling a little cheated because the tech didn't find any issues with my setup inside the house, nor did he do any work on non-COX property. I don't believe that it's okay for COX to charge customers any money at all to service COX's own property. If I had messed around in the cable box or climbed a ladder and destroyed the node or something, I could see how that would be my fault, and I would have no problem paying for it. It's been a little over a week and I still don't have higher speeds, but I'm holding out until next week before I call up again since the tech did say one or two weeks. Questions: Since I'm consistently getting less than half the advertised download speed, should I downgrade to the 50mbps download plan? If I do that, am I going to only get half of that speed? Since the issue is with COX's infrastructure and is no fault of my own, can I be credited for the service call, as well as the past few months' worth of below-advertised speeds? Thanks for reading, Colin P.S. All the reps/techs I talked to were extremely friendly and helpful. I'm sure it was very frustrating for them to be unable to amend the situation, but they didn't show it.2.3KViews0likes3Comments
Getting a refund
I ended Cox services on 9/18 and was told I would receive a credit of $107 due to having already paid my bill for the month prior to disconnecting. I was just wondering how long it would take to receive this credit. I received the bill in the mail that showed the credit, but I'm guessing I'm supposed to receive a check? I wasn't signed up for bill pay so Cox doesn't have my bank account information to do an electronic transfer. Anyone else had to wait for a refund and can give me an idea as to how long it will take?3.4KViews0likes0Comments
Will Cox issue credit for outages? Asking for a friend...
Maybe that will help motivate speedier repairs? Especially these days when so many are working from home! Monthly bill is paid for service, always. So, when the service is out, the clock should start for customer credit. Pretty straight forward...