Tag:"incompetence" | Cox Community

COX Rated WORST - No surprise there.
Consumer Reports released the results of their survey of telecommunication services. No surprise that COX is in the WORST category no matter whether you look at the "Phne TV Internet Bundles", "Internet Providers", "TV Services" categories. In the "Value" category COX is always the lowest score, and in "Customer Service", the second lowest score possible. Where "reliability" was a rating factor, COX scored the median or "average" value. Same with "speed". Why can a company with record (and increasing) profits sustain such growth with mediocre to poor services? UNREGULATED GOVERNMENT GRANTED MONOPOLIES! As in CA where COX hip-pocket politicians in the state legislature approved a carve up of the state into monopoly zones for telecom services among COX, COMCAST and XFINITY. This allowed COX for the longest time to keep its hip-pocket county commisioners from issuing construction permits to Verizon (local landline phone provider) to update their copper line to fiber which caused Verizon to abandon their services in my area to Frontier, a Chinese company that, because of Chinese law, has to make all communications on its networks available to Chinese military and industrial "intelligence" services without any type of legal review or check and balance. Why the Chinese interest in this area? It is fairly dense with high-tech companies with leading edge tech in medical, aerospace, military and civilian telecom, power generation and distribution technologies, the very areas Chinese spying has been penetrating and stealing for decades. FINALLY (probably due to anti-American Trumpists in the telecom regulating agencies from Fed to state level) Frontier was able to break the COX stranglehold on the permitting process and has just started to upgrade the local copper network to fiber, and in limited neighborhoods, offer high-speed internet via fiber. COX current response in an advertising campaign specifically calling out Frontier on speed based on their historical DSL service in order to be sure no one notices that they are transitioning to Fiber. In addition COX falsely claims a 99%+ up-time/reliability that I have not experienced EVER in Cox internet service, and in their TV service since the early 2000's. To bleed as much money out of existing customers before they discover there may be a more reliable and cost-effective option, COX has increased its customer abuse tactics. For example, charging for streaming services that are only available with a DVR-enable Cox receiver, while they KNOW you are only provisioned with (and charged for) non-DVR capable receiver (and stating when, called on the fact that their Web site says YOUR receiver IS capable of receiving the streaming service - i.e. HBOMax - that you need to upgrade to the DVR capable box at an addition $10 - 15 per month in order to use the service you are being billed for!). Another example: Initially signed up for the lowest internet speed package (at the time 100 mbps) when Verizon disabled my DSL by wiring in a new office complex between my home office and the switch so that the wire run to my house put me outside the DSL capable distance for their copper network. Subsequently I got (and saved) emails from COX telling me how I was getting a "free speed upgrade" to my existing internet service. Of course, these never appeared - at least not according to Ookla Speed Test. What did appear over time was a doubling then tripling of the "Ping" time over my DSL service which I believe is COX's interception of internet/website requests for purposes of privacy violating profiling and corporate throttling "for fun and profit" from data miners and corporations that want "priority" access to COX users. Then to rub salt into thw wounds, COX eliminated the 100 and 150 Mbps tiers, automatically "upgraded" those users to 250 mbps with an overall 40%+ fee increase, BUT NEVER UPGRADED THE ACTUAL SPEED OF THE CONNECTION!!! When contacted, they tried to tell my wife (take advantage of an ignorant woman, they thought - except she shares the same software engineering creds as I have) that in order to get these new speeds we would have to upgrade our equipment to COX "panoramic" (mesh) WiFi, which is total BS especially for a home with one computer wired to the router, and one light-use tablet connected to the internet VERY SPORADICALLY throughout any given day. (No social media accounts, little to no looking at videos, mostly email, some shopping, and some info research for non-digital hobbies.) When challenged, the excuse became, "well your modem is too old - you need to upgrade it". I've been using my own Netgear DOCSIS 3.0 modem since the beginning with COX, and the only problem is their frequent outages that sometimes the own up to as "maintenance" and other times as "outage in your area" always with the same predicted fix time of 6:00 am the next day. Despite knowing this was total BS on COX's part, I went to their web site and found a modem they claimed was DOCSIS 3.1 and compatible with their service. I purchased the modem from BestBuy, but when following the modem manufacturer's instructions for COX activation via COX web site, it failed (waited on activation to complete for several hours and gave up). I then called COX tech support number listed for Internet service activation, provided the tech with the MAC etc. and while waiting for the activation which he could not do, he tried to set up a "service call" by a tech with a replacement modem since the one I had could not be activated (despite all status indicators being normal). I told him that the modem was purchased from BestBuy and then he told me "UNLESS THE MODEM IS SUPPLIED BY COX IT WILL NOT WORK WITH COX INTERNET SERVICE". So, once again COX web site falsely advertises available services for specific hardware models! AND THEY GET AWAY WITH IT BECAUSE THEY ARE AN UNREGULATED MONOPOLY TELECOM PROVIDER!! AND THE KNOWINGLY CONTINUE TO MAKE FALSE CLAIMS AND "SERVICE ADJUSTMENTS" SOLELY TO INCREASE PROFITS WITHOUT IMPROVEMENTS TO QUALITY, QUANTITY OF SERVICE OR "CUSTOMER CARE". That's why, when talking to anyone about my telecom services I say, "COX - say it out loud - that's what you have to deal with - a bunch of....!
wmcole
2 years ago Place Internet
1.8KViews
4likes
3Comments
Cox AI Live Agents
AI must be sentient because it is passive aggressive, narcissistic and gives ultimations. One AI "live agent" said "we" don't like the language you are using and disconnected me. The AI will not let me cancel my service.
Professional_Sl
2 years ago Place Internet
245Views
0likes
1Comment
COX AI redundancy loop: Non-human AI "live agents" asking questions then transfering a customer from one AI bot to another all asking the same questions and providies no resolution.
COX AI Redundancy Loop
Professional_Sl
2 years ago Place Internet
276Views
0likes
2Comments
ISP drops, No downstream, No Internet…. why, oh why dear COX do you lie?
How are we supposed to trust you when… - Multiple Cox Representatives, over the phone and via chat, fail to complete account verification - Chat support does not understand the issue as described - Technical support apparently doesn’t know to use their tools and resources - Technical support misdiagnoses the issue, blames the customer, and doesn’t know to look for outages - COX outage information is not accurately reported and does not reflect on outage website - Smart Help self-service troubleshooting also does not report outage information, including from inner notes - Representatives do not know how to check inner notes - Technical support only solutions are 1) Reboot, the problem is on the customer end 2) Replace the modem 3) Charge extra for in person Technician 4) Charge extra to speak with Advanced Technical Support - Technical Support Supervisors argue with the customer in a way that implies the customer is a liar, even with issue being on Cox end - Retention department solution conflicts witheveryone else, including Technical Support Supervisors ISSUE DETAILS: Home ISP went down around 7pm PST last night, in middle of remote work shift. Spent about 6 hours troubleshooting. Couldn’t wait for tech to come last night so purchased new modem. New modem had SAME issue, with no downstream or ISP connection. Reverted setup back to OG and went to bed. Woke up today and everything magically worked. Home network logs show ISP WAN service resumed around 3:30am PST today. Technical support kept saying the issue was with my router and my modem was old (they are still selling same model on shelves btw, it's great! TY Netgear!), even when I had NO router connected, was NOT using Wi-Fi, and was directly ethernet modem connection. All cable connections, including splitter in attic, are solid with no lose or bad anything. No amount of rebooting, restarting, or resetting would fix. Logs indicated packet loss on ISP end and issue was with 2 separate modems (1 was brand new). Oddly during this, both modems did initially connect for 5-10 mins after 1 st reboot and then stopped working. Multiple agents wanted to charge me for having a technician come to home or charge to speak with “advanced support”. Called today to find out what the issue was, what changed, or what triggered the solution so could prevent a next time. Tech agent didn’t understand issue and wanted to troubleshoot an issue I wasn’t having any longer, which was nonsensical. The agent also wanted to charge me for advanced support or to send technician out, which again was nonsensical when I was no longer having an issue. The agent’s supervisor did not listen to issue and kept saying it was an issue with my router or modem. I spoke with retention, who advised me there WAS an outage last night that ended this morning. Those outage details were apparently missed by every other chat and over the phone agents? Really, really ODD. Makes me wonder if retention was blowing smoke or if their Technical Support and Chat groups are really that inadequate. From my experiences, I sadly believe the latter. Work also checks on outages and saw nada. Can’t prove to employer that COX had another outage! At least retention did help with future tech support needs with the Cox Cares support thingy. I appreciate COX not charging me for doing their jobs and supporting their own services...mostly. EFFORTS LOSS: ½ work shift, 6 hours total time last night, 2 hours today, and $300-ish on new modem which needs returning. EFFORTS GAIN: Learned most folks don’t need to pay for the unlimited plans if you keep your data under 1280 gigs a month. Check your data use history and save yourself $50 bucks a month off plan bloat! RESULT: 12/2-12/3 ISP drops – it was them not us! PS. Make sure if you talk to anyone at COX they verify your account. Lots of agents like to skip that step, give account info out, and make changes without it.
MomRules
2 years ago Place Internet
719Views
1like
3Comments
Federal Assistance program approved and I still don't know what Cox is doing with my account
I'm approved for lifeline and truconnet and other types of assistance because I'm disabled I spoke the Cox and they don't say nothing I got everything from the federal government confirmation numbers and whatever else that show was that I'm approved and every time I try to talk to pop you'll find out when you see your bill go down and it's been months
Cherie_69Arruda
3 years ago Place Internet
669Views
0likes
2Comments
Could you stop sending me Data Notices for cycles that have ALREADY ENDED
I get it. I use about a TB of data a month. I don't need to be notified on or AFTER the last day of my billing cycle. You're clearly batching an email alert to be sent out the next day, so please add a minimum days left in cycle to stop these incessant and useless emails.
Wombat
3 years ago Place Internet
398Views
0likes
1Comment
Can we get answers to service issues and compensated for failures?
There are a lot of complaints about service availability on this forum yet no answers. The responses are all the same... "We are sorry, feel free to contact us, have a nice day.". I am beyond frustrated and entirely dissatisfied with Cox. I am trapped as Cox has a monopoly in my area. I have been having connectivity issues consistently over the past few months. Last night (I work nights) internet was down from 9:30 pm until 9am this morning. The only answers are we are aware and working on it. That's my number one frustration is poor reliability with zero consistent results In resolving and no accountability. Where else do you pay for service, not get it, but are still required to pay????. My second frustration is the service level. I pay for 900+G service but have never gotten much over 300G. It's like renting a limosine but getting a compact. I have never encountered amore dishonest company than Cox. They need to offer everyone their fastest service but prorate based on what is actually delivered. I can't wait until I can move away from Cox. Guaranteed they would be out of business with these unethical practices if they weren't a monopoly!
MrGizmo
4 years ago Place Internet
1.9KViews
2likes
9Comments
Intermittent disconnects and packet loss
Hello, Issue: Issue 1: Every few minutes or so I get 1-3% packet loss. Sometimes it can go up to 20%, but this usually only happens 1-2 times a day. Issue 2: My internet will drop connection. There is no trigger for this. It happens any time. The odd thing is that when the internet drops, I can still hear my friends talking on discord. I cannot speak back to them, but I will be able to listen to their conversation while I wait for discord to drop me for disconnect issues. It's almost as if my packets being received are coming in fine, while the packets trying to leave are getting lost. When the internet goes out, all the Wi-Fi and ethernet connections disconnect as well. I know this because, my wife's ethernet connected computer disconnects, and the PlayStation on Wi-Fi disconnects. Also, my phone disconnects. None of the lights on the modem change. The internet usually comes back on 1-2 minutes later, but this happens frequently. Usually around every 30 minutes.If I run a tracert to google.com it says that the Destination host is unreachable. My setup: I have a Motorola Gigabyte modem with Docsys 3.0. That is connected to a UBNT Edgerouter X Router (Firmware is up to date), the router is connected to a TL-SG1210P switch, and the switch is connected to an access point for Wi-Fi and 2 computers. The Coaxial is directly connected from the tap to the modem. No splitting. The Coaxial cable has been completely replaced by a Cox technician, and tested for assurance. What has been done: I have had two different technicians come to my house and confirm that the node that feeds internet to the neighborhood is malfunctioning. The first technician setup a test that would check the node directly and report back any problems. She found tons of issues, and put in a work order to fix the node. The node was reported "serviced" in November. The packet loss issues started coming back, and with each day they worsen. The technician has since ghosted me, and will not respond to my recurring issues. The packet loss used to be consistent and around 15-50% loss. Since the node has been service, the issue has lessoned, but still persists. Before this, I had a DIFFERENT technician who didn't understand what packet loss was, but at least believed there was an issue because my upload speed was almost 0. He hooked up his monitor to my modem directly; the problem persisted. I kept trying to convince him that the problem lies with the node, but he didn't understand. I had him switch my modem out for a cox modem to prove to him that it wasn't my modem. The problem still persisted. We hooked my modem back up, and I took him outside to check the line feeding into the tap for my house. The problem persisted. We scoured through my neighborhood, and found the node that distributes internet to everyone, and hooked DIRECTLY into the node. The problem persisted. He called his superior, and the superior said he will have to send a specialist out to service the node, because there is something wrong with it. When the problems started to arise again in December, I tried to contact the technician who left me a work number, but they didn't respond. I tried calling Cox again, and they wanted to send out ANOTHER technician. I cancelled, because I've already been through this loop many times, and if the problem isn't occurring when they show up, then they will say that everything is fine.I am also afraid of getting another incompetent technician. I am willing to jump through some more hoops for technicians if they need more clarification on the issues. Let me know what you would like me to do. Thank you.
Solved
NokyX
4 years ago Place Internet
4.2KViews
2likes
9Comments
WiFi.Cox.com no longer accessible
Hello less than user friendly business, Can someone please explain to me why the WiFi.Cox.com site now re directs to Cox.com? I need this site in order to turn on port forwarding. Every time I try to access this site, I get re directed back to here. I’m not going to get into the reasons why I shouldn’t even need this site. Because I should just be able to login to my router and turn on port forwarding that way. Whoops, I guess I did just get into the reasons I shouldn’t need WiFi.Cox.com. Anyway, back to my point. Since you like to make things more difficult, instead of less difficult, and require me to port forward via WiFi.Cox.com. Can you at least please tell me why WiFi.Cox.com is no longer accessible? Less than kind regards, Frustrated customer
Carpenter72
5 years ago Place Internet
1.1KViews
0likes
4Comments
Training of "Technical Support"
So I come from a technical support job. I deal with internet providers across the country all day for a living. I have never dealt with such under trained and rude technical support (I've had 6 contacts in less than 24 hours) as I have the last two days. None of them were able to speak in proper English sentences and when I caught "Charles" (as if this is his real name) in a lie, he just stammered until he put me on an indefinite hold. The lie Charles said was that my router was receiving the signal from Cox and that it was the router that was the problem. Unfortunately for Charles, I unplugged the router 5 minutes beforehand and never plugged it back in just to see what he would say. After this, I was put on hold for over 15 minutes and called back, received another technician (who luckily spoke English) and they acknowledged the issue on Cox's end and my issue was resolved in under 5 minutes. Charles called back later to apologize for the call disconnecting and that no supervisors were available at which point I terminated the call.
CHJ
5 years ago Place Internet
518Views
1like
1Comment