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