If you are tired of daily internet dropouts...
If you, like many others, are experiencing daily internet drop-outs, horrible customer service, technicians who don't understand the problem, who simply test, then leave, replace the line to the house NOT UNDERSTANDING when you tell them it's everyone in the neighborhood, apparently customer service is not responding. After the 10th time of going in circles with a "remote" subcontracted customer service system that continues to just promise "We'll work on it", I found there is another option. Cox communications is licensed by the Federal Communications Commission to provide a specified level of data capability, pursuant to the cost, service, and expectations that many customer pay a premium amount of money for. Since the new protocol ALSO provides television broadcast service through said internet service (at an additional premium), they ALSO must meet federal service standards per their FCC licensing. The federal government ALSO subsidizes them millions to support EMS, Amber Alerts, and local television stations for reasons of public safety, and times of crisis such as COVID. Daily loss of internet, my employment productivity, and TV, without a REASONABLE attempt to correct the repeated, ongoing problem is a violation of their promise to you, the customer, and the federal government (FCC). IF you have tried over and over to get this issue corrected, only to be met with the same "run around" and lack of action, the FCC complaint portal is a very powerful tool. I just finished my detailed complaint, and you should too if you are experiencing the same problems of lack of service, lack of action, and lack of basically any motivation to correct a repeating problem. https://consumercomplaints.fcc.gov/hc/en-us/articles/115002206106-Internet-Form-Descriptions-of-Complaint-Issues Go to this URL and PLEASE take the time to explain your situation. With enough of these, Cox will be held accountable for their failure to provide a service that YOU are paying a small fortune for.
'ells going on down there?
Cox customer for about 7 years now.. theres been maintenance occasional outages last year up until a fortnight ago was almost no interruptions. In the last 10 days my internet has been out at least once a day often for over 2 hours. Right now Friday 7/19 @9:22 am it has been down since 7pm last night and trust me I checked several times during the hours most people are asleep. Someone in this household works from home, internet connection is required as well as for those that may want to use the service we pay for to play video games or watch YouTube videos or even watch TV which is down atm also. IDK what happened in the last couple weeks did you guys send all of your techs to Houston? Cause we need some GD TLC over here in Tucson. It's a Friday there's no excuse.
Repeated internet outages in LAGUNA HILLS since early May
We have been experiencing repeated internet outages in LAGUNA HILLS, CA since early May. Issues range from severely degraded performance to complete outages almost daily multiple times per day. Cox support has not been able or willing to disclose what the problem is and when it will be permanently resolved. I'm wondering if anyone has any info on this and how many customers are affected.Internet going down every day
Broken Arrow, OK For the last month, our internet has been going down at least twice a day every single day. Sometimes it's back in 5 minutes, other times it's been down for hours. This started not long after we upgraded our service. Been in chats/calls/ in person at our local center to ask what's going on and the most I got out of anyone was a big fat shrug, and was then told my bill would be comp'd for next month. Finally I got someone to tell me that Cox was doing work in the area - but that's about it. Nothing about if they're installing new equipment or Optic, or if someone was raiding the boxes for copper, or anything other than "working diligently to restore service". If there was work going to be done in the area, then there should have been a letter or something else letting us know, right? I've had to work from home on and off and have had to leave my house to go to the local library in order to even be able to do my job - I work call center essentially, and had to do it from my car so I wouldn't disturb the guests in the library, but this is getting RIDICULOUS. It's bad enough that we're going to have to switch services because we're paying for a service we can't rely on at all from day to day.
Internet Service
I am paying a lot of money to Cox for very poor service. I have the highest speeds, latest router but constantly “disconnected". Cox has been to my home about 10 times this year alone, attempting to resolve my issue. My lose service almost every morning and every couple of days in the evening. I may have 4-5 devices utilizing the service (sometimes less), so it is not over utilization. If I had another option in my area, I would definitely use it.Cox Cable takes unauthorized payment from bank account then goes into site maintenance to hide.
I woke up early this morning because of some neck pain, and since I could not sleep, I checked my Email, and bank accounts, just to find my checking account was overdrawn because of a $78.02 charge taken by Cox Cable in the middle of the night that was not authorized by me, nor due.... So, I attempted to login to my account in order to find further information, only to be met with an notification that the site was under maintenance. This is the same thing I got when I tried to contact tech support, that they could not access my account due to maintenance, and was disconnected. I do not have a cable internet bill due until January 24, so it makes no sens that they would jump the gun, and withdraw the payment so early from my bank, which they do not have authorization to do without my expressed consent. I did not have enough in the account at this time to cover it, so they left me with a negative balance, and have made themselves impossible to contact. What a bunch of criminals. They should all be locked away, and not allowed to have a monopoly as internet providers, but they feel they can do whatever they want because they are not affected by competition, allowing them to steal as much money as they want from their clients, whenever they feel like it!!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?