Poor Customer Support - No Breakdown of Date by Device
I called in to customer support the other day and am appalled at the poor customer support i received. I had overages on my data and when i asked for a breakdown of the overages was informed that they do not have the capability to tell me the breakdown of each device and the GB that each device pulled. I was then blindly transferred to technical support from billing without any further explanation. I then asked for a supervisor. The supervisor then proceeded to give me a very long and drawn out explanation about how they have no access to my modem (which is untrue) and that they cannot tell me a breakdown of devices that have access to my modem. I was extremely frustrated and told him he was only succeeding in making me angry. He then kept telling me they could not give me a data breakdown in long drawn out explanations. Here is my problem, first of all blind transferring a customer FOR ANY REASON is absolutely unacceptable in the customer service world. Second, if the first employee could not help me satisfactorily i should have automatically been escalated to a supervisor and should not have had to ask. Third, the supervisor should be trained well enough to DEESCALATE the situation and not proceed to ESCALATE it. I have worked in customer support/ sales for 17 years and never would i have allowed my teams to handle a customer this way. Here is all i wanted to accomplish. If i truly did go 500 GB over on my data (for my normal pattern of activity) in a billing period, fine. But, based on my last three - four month average that is absolutely insane when none of my patterns of activity have changed. I just want a report or bill showing me how my data overage was arrived at by device. This should not be complicated since, you as my internet provided receive this data from my modem, which you of course have access to. If you cannot show me that i actually pulled that much, by device, then i do not trust that the bill is correct. And if i do have a device that is pulling that much data, i want to know which one, so i can find out why this has changed, in the last few months. Anyone else experience this particular frustration?579Views0likes2CommentsWhat is going on with data usage?
Every month Cox is saying we are using more data - when in fact, I've had two young adult gamersmove out of the house, so now it is just myself and a young adult who is either working or at school. I have been chatting with a Cox person (Candyece N.) and she cannot tell me what devices are using the data nor can se tell me what time of day the data is being used. She also does not understand the difference between a modem and a router. I am so frustrated. For eight (8) years, my data usage has been between 400 GB and 600 GB, never once over700 GB, not once. Before the new system, my data usage was flat - eight years of flat usage; now with two less people in the house (neither of us gamers), my data usage is going up monthly (582, 699, 713,934 GB and rising). Their solution is to simply tell me to upgrade my plan. I then asked how to opt out of the automatic 50GB blocks (as it is only one day before we reset) and she told me "The internet cannot be turned off." I pointed out that they do it all of the time for people who do not pay their bills. She said that opting out is not an possible. Why not? How can it be possible that my data usage can go up so much in such a short period of time with less people in the house?Candyece then told me call the Abuse department, which I did and they told me that they had no idea why she told me to call them that they cannot tell me anything more than Candyece did. How can we believe Cox's numbers if they cannot tell us how they arrive at them? Is this happening to anyone else?1.2KViews0likes0CommentsWhy are there no larger data caps available? 1.5 or 2 terabyte limits available?
I have The second fastest data line Cox offers. Ihave 5 users in the house. We are a cord cutter family which means we use a ** load of data to get all of our daily information. Streaming,Online gaming, and Surfing are our main uses of data. I have restricted my download stream to a slower connection because we were eating to much data. Now I have a cable line that acts like a dsl line . I switched to get a better performing line which can push a ** load of data fast but I am limited to use this line due too not enough data offered. For every 50 Gigs of data I use I will get a$10 charge added on. Why do you not offer a 2 Terabyte limit for$95 a month. I would pay that as I am sure other customers would too.2.2KViews0likes3CommentsData Cap Usage Meter - Enhancements
Is there a way to get a detailed IP/Host breakdown of the data usage, or is that a plan for the usage site to allow for detailed reports like that? I'm hoping to reconcile the data usage with my local router data logs, to just verify usage across both systems to account for any potential inconsistencies. Since the data usage is now a chargeable item. The current usage meter is pretty light in the information it gives, as it's just a flat usage amount per day. Otherwise the data caps are kind of fuzzy in how they are charged vs verifying usage.1.8KViews0likes1Comment- 1.9KViews0likes1Comment
New Data Meter Exaggerates Data Usage
I think the new Cox data meter exaggerates data usage. Three reasons led me to this thinking: 1. Historic data usage - Since Cox updated its data meter, my Internet data usage doubled. My Internet behave hasn't changed - we don't even subscribe to Netflix. The only thing changed is Cox data metering service. The over 10 GB usage a day was a rare occurrence before Cox's data meter upgrade, but happens regularly now. 2. Current average usage - On a day when everyone is at work/school, our usage hovers around 5GB per day now. This is unusually large as we only use Internet for about 5 hours the entire day without streaming. The measured Internet usage amounts to 2.2 Mbps, which equals to watching streamed movies 5 hours straight. This was certainly not the case. 3. Current peak usage - Just yesterday my Internet usage was 15.7GB. This usage translates to 2.9 Mbps over 12 hours period, which means we were streaming videos for 12 hours straight. Again this was not the case. I don't broadcast my wifi SSID, my wifi encryption is set with WPA2 with complex password. I regularly check my DHCP binding list to make sure there was no freeloaders - there was none. I strongly suspect Cox data metering is exaggerating data usage, likely by a factor of 2. If you have similar experience, please share your observation here. We need to bring this to Cox's attention and have it fixed.5.2KViews0likes8CommentsDoes Cox Throttle Speeds?
I was noticing that for around several weeks my download speed was hovering around 37Mbps instead of the 50 that I was paying for. I contacted a representative from the site and he told me that Cox was sending all 50Mbps and that I was simply not receiving it. He suggested I reset my modem as that could be the problem so I did. Resetting the modem didn't help so I reset the router afterwards. That also didn't help so I contacted customer support again. I told the second representative the same thing as I told the first one, that my speeds were not where they should be. He then told me that because I was exceeding the data plan for my service that Cox was throttling my speeds. I looked at the Data Plan FAQs and it said specifically that Cox does not throttle speeds. Since the FAQ was updated on November 3rd, has Cox started to throttle speeds? I even asked him when Cox started to do this but he stated that he didn't know. Can anyone show me where it states that Cox now throttles speed or if this guy was lying to me?3.7KViews0likes3CommentsDouble speed and Monthly Data Plan
I did a search on the forum and only found one hit for someone asking this question without any response from Cox. Can anyone explain to me why Cox is doubling the internet speed on it's tiers but leaving the Monthly Data Plan allowance the same? The commercials I've seen on TV advertising this new speed increase all talk about how you can now stream more and do more. Doesn't that come with the assumption that you'll be using more data per month? As it is now this "speed increase" is coming across to me more as a marketing tool than anything else.3.3KViews0likes3Comments