Cox Customer Service Complaint: Gryphon Router
I picked up a new router at 3:00 pm on 09/24. I talked to Cox cable online chat prior to buying it, and they told that I would need to enable bridge mode on my wifi. So I get the router, had to follow the instructions to enable bridge mode. I go to the IP Address, Admin Tool -- turns out the login info. isnt the default login. I go on online chat for another 3 hours, where they try to troubleshoot and change the password. No one had any idea what they were doing. They told me to call a technician, after I wasted 3 hours. I had even asked if it would be better to call instead, they said no. So I end up calling anyways, I called 2 times on my cell phone, disconnected after 5 minutes, each time. Called another few time on the home phone, disconnected. Luckily, one service rep was able to help me do a hard reset for 90 seconds and I was able to get the login info to enable bridge mode. I spent another hour on customer service just for them to tell me there was an outage in my area and that they couldn't help me until it was done. So I waited till it was over, tried connecting the router, yet it still was unable to connect. SO I call again, talk with a service rep, she tells me to reset it, it doesn't work. Tells me to call a technician, tells me I'll get charged $75 if it's not Cox's problem... that I had to pay $10 a month to avoid this. No help, at all. I hung up, spent the next 3 hours trying to to disable bridge mode... FYI the Ethernet cable said it had no IP address. Finally I figured out to hard reset the WiFi. It worked, I disabled the bridge mode. You know what, I plugged the router into the modem, and it worked perfectly. I wasted 10+ hours following Cox's instructions, and no one is properly trained to give me the correct information. 10 hours when all I had to do was plug it in to the back of the Modem. I am being appalled by your customer service.
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 tochat 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 tochat 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 isproviding 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?
Cox is officially the worst company I've ever had the pleasure to deal with, NO FREAKING JOKE HERE!
Yes Cox **, I have Gigs blast and often times had better speeds when I was on 300mbps...i called for a technician to come out and check the system for both my internet and television... Well I did a test while I was on the phone with the tech and my speed was not quite 400mbps...ihave a program that monitors my speed coming into my house... I looked at the log file when the technicians got here, of course they checked the outside connection first, my connection speed leading up to the day they got here increased from the day I made the appointment until they knocked on my door and said there are no issues outside to 700mbps WOW. They said it has to be with your equipment which I have my own modem, because with their modem on the 300mbps plan I had good speeds ar the medem but couldn't get those speeds after their modem did all the bottlenecking protocols lol.🤣So I bought my own modem with a separate Wi-Fi router, my speeds increased two fold, to above what my limit was supposed to be. I said get your equipment and hook it up, well they said they don't have it on the truck. IMPORTANT NOTE HERE: They were supposed to bring new equipment with them because I didn't have their correct modem for Gigablast plus my contour equipment is almost 3 years old so I don't have any of the features I'm paying for that came out 2 years prior lol.🤣This all occurred over a month ago... Present day my logs show nothing over 300mbps in the last 30 days and I still don't have my new equipment from them which they charged me a $75 service call because they didn't find anything wrong and they were supposed to upgrade all my equipment, which didn't happen because they didn't bring any or didn't have the correct equipment lol.🤣ANOTHER NOTE: In order to get the latest equipment and avoid the $75 service call fee is you have to exchange it at their closest location, well guess what 'I'M DISABLED' and can not physically disconnect the equipment put it in my van, exchange it and then reconnect everything to when I get the stuff home... Nope Cox doesn't have anything in place to wave the fee automatically, I have to call back and some how prove to someone on the phone that I am physically unable to complete those tasks lol.🤣
Not a happy Ex customer - How do I escalate any problem/issues/concerns?
I had persistent repeatable problems with COX services and finally after 3 Years I discontinued it. The bigger concern was whenever I get someone on the phone or chat I get someone who follows a script and refuses to elevate the problem. Terrible experience. Here is a timeline to go with Payed my last bill - 20 Feb 2020 Stopped using COX services - March 2020 Cox discontinued providing internet services - March 2020 COX discontinued my account - May 2020 Now, after discontinuing I am charged with a hefty payment of $209.44, I have raised my concerns with your customer execs to help me understand what I am charged for??? But they don't have any clear answer, only thing they say is - "You are charged till May 2020", How?? Cox has stopped my services from March 2020?? No Answer... On top of that - Support staff don't escalate this issue to anyone, who can explain.. So irritating and frustrating. I was thinking to move back to Cox but now I am totally dissatisfied.
You're company is the worst
I had the displeasure of contacting your customer service. I made a payment of $124.87 and called to verify it was accepted because for some reason your company is the only one I have problems making payments to. I made 2 attempts through ACH but they got returned even though I verified the funds were available and no restriction were placed on this specific merchant. I talked to 3 different reps and instead of help, I got dumped to collections. Your agent Annie was truly a disgusting person. Her solution? Pay more money. I need my connection since I have to find work after losing it to covid. I had to choose between work and my insulin this month all because I couldn't get a small extension. You people are truly human garbage that just sees people as dollar signs. If there was actually any decent alternatives in my area, I would have already left your poor excuse of a company. I know this falls on deaf years, since this company couldn't care less about just one customer but I thought I'd share my experience with you. I hope who ever is reading this has a great day. Unless that person works for Cox.
Going on 7 days of Internet Outage
We've been without internet now for 7 days because of an outage and Cox will not provide any indication whatsoever on when service will be restored. Everyday, same message on the page and text:" Our technicians continue to work to resolve the problem in your neighborhood. Currently there is no estimated time for when service will be restored." SEVEN DAYS! We are on a stay at home order from the Governor, so all my work and my children's classes are online. This is the worst experience ever! I've been working of the hot spot on my cell phone just to be able to work and now we've exhausted our data plan and have to pay and extra $300 this month in extra data charges from our wireless carrier. I've called support, done the interactive chat, called technical support, billing and anyone else that will answer or respond and nobody can give me an answer on when we will get our Internet service restored. Beyond frustrating. Does anyone here have a management contact at Cox that can escalate this to resolution? this is completely unacceptable.