Cox agent confirms that they do throttle speeds
Just got out of a chat with an agent about speed issues I've been having for the past month and he confirmed with me that due to exceeding the data usage cap that Cox is indeed shaping/throttling my connection. I tried to point out that under Cox's own Terms of Service it states that "Cox does not shape or throttle Internet traffic based on the particular online content, protocols or applications a customer uses" but he was adamant that I was being throttled due to excessive usage. I had a feeling that was the case since my speeds have taken quite a nose dive in the past month. I'm currently on the Internet Premier plan that reportedly has 100mbps/10mbps and I'm down to 16.2mbps/768kbps on my last speed test. The download doesn't bother me so much, but the upload is killing me. I've done some troubleshooting on my end just to make sure it wasn't Cox doing this to me. I've moved the modem to every possible spot in the home, tried the connection with and without the router (same results either way), did a factory reset on my modem (Motorola Surfboard 6121), and checked my signal ratings and they appear to be in a good range for both the downstream and upstream. I feel like I've covered all my bases, and the timing of my slow down with me going over my data usage really only points to shaping happening on Cox's end. I'd love to be proven wrong, but that's what it looks like to me. I'll probably be calling in the morning to cancel service. tl;dr: Asked agent if I was being throttled, said yes even though it's not Cox's policy to do so.64KViews0likes18Comments
Changing Network Name/Password
I had a Cox Commctns guy come out here today & set us up- very helpful btw. But now I don't know how to personalize the Network name & password. I know you guys recommend not to do that, but it will make things easier for us. I've been looking around on this site for some answers, but nothing has worked so far. I was only given this little set-up guide. No official manual or anything. I have a Ubee. It is a DOCSIS 3.0 WeMTA. The S/N is: D484M13003917 What other info would you need to help me? There are a bunch of other #'s on this box, but not sure what's what. Thanks in advance! I'll probably call Cox in the morning, but just thought I'd ask here while I'm thinking about it.39KViews0likes1Comment
Why is Cox Communications STILL NOT Connected with the History Channel?
I tried this when the History Channel first came out with their app for the XBOX 360 a long time ago and today I figured that I would give it another try because SURELY Cox has by now linked up with their authentication service. To my true disappointment I noticed this STILL has not been completed and I feel the need to voice my discontent in finding this out. If anyone from Cox actually reads and/or replies to this thread.... (a practice critical to actually running a customer focused company inline with their presumed marketing flubber)... then please briefly explain to us all the following: Why is your customer authentication system not linked up with with theirs yet? If your response to the above question attempts to place the blame on the side of the History Channel then please explain to me how they manage to be connected with every single Cable TV provider in the entire Nation (~50+ providers)? This is evidenced by simply visiting their default Activation/Authentication page located athttp://www.history.com/activate (note: you must select the Roku or XBOX button prior to being able to see that use list of Cable providers) Please further provide us some insights into how many of your other current Channel Content Partners provide online viewing for which you currently have not properly implemented the same Activation/Authentication procedures? Please provide a general timeline in regards to when Cox Customers can expect such implementations to be completed? Although I am sure that the vast majority of remaining Cox subscribers do not use such services, your company needs to recognize that by failing to simply ensure such capabilities are treated as priorities you give people like me (and I am sure many others) just one more reason to look for alternatives out there. Get it together guys! Respectfully submitted, CH27KViews0likes8CommentsInternet speed - Ultimate
My internet is much slower then what im paying for but cox tells me its fine. I have the ultimate package (supposedly up to 150mbps) and these are the speed tests from sites OTHER then the bloated cox speedtest. http://testmy.net/db/qlbwoEr Speakeasy :Your Speed Result: Download Speed: 17160 kbps (2145 KB/sec transfer rate) Upload Speed: 17782 kbps (2222.8 KB/sec transfer rate) What does Cox say my internet is? Start Cox Net Download Speed Upload Speed Latency Your IP Address Cox Market Fri Apr 12 11:36 AM Yes 79 Mbps 36 Mbps 40 millisec **.***.***.** Las Vegas Im paying $125 a month for your best internet and protection plan... and every time I call in or have a tech come out your telling me its fine.26KViews0likes27Comments
Data Usage Discrepancy
With the current policy of data caps I decided to track my usage at the router level. I just checked my cox account and from start of my billing cycle to yesterday (6-26-17 thru 7-11-17) states I have used 205 GB. When I check my router Netgear r7000 that I started tracking a day before my billing cycle to today (6-25-17 thru 7-12-17) states I used only 187GB. That is a discrepancy of 18GB! I would not care normally but since it is now policy to charge if and when we go over 1TB, this phantom data can be a means to charge overages. I highly disagree with any data caps in principle and function but if you choose to institute a cap then I expect it to be accurate. I want to know what Cox's stance on the accuracy on the data meter and discrepancies when I track my own. I would attach screen captures but your forum is too lackluster to properly insert. This is just a personal comment, data caps and penalties was a terrible idea and is the first time I am truly unhappy with my service and will be reviewing other service options.20KViews0likes44Comments
$25 Returned Payment Fee
I pay my Cox bill with my credit card using auto-pay. I received an updated credit card, as often happens to everyone. It has the same card number, but a different expiration date, even though the old card wasn't set to expire for quite some time. On Dec 13, the following occurred (in this order): I activated my new card, which instantly deactivated the old one. I starting going to my various auto-pay sites to change my card info, but hadn't gotten to the Cox site yet. I received an email from Cox saying my auto-payment didn't go through. I went to the Cox site, updated my card info, made a payment, and reactivated auto-pay. I continued to update my card info at other sites. A few days ago, I got a letter from Cox saying my account had been slapped with a $25 returned payment fee. My payment was due Dec 13, and I made the successful payment Dec 13. The payment was not late. The fee was not for making a late payment. Cox just happened to hit that short window between when I activated the new card (deactivating the card on file) and updated my card info @ Cox. (I have since called Cox. The person I spoke with was about 98% sure Cox would reverse the charge because I have been a customer for a long time, and there were no other issues. We'll see.) I called my credit union, which issued my credit card. I was told they do not charge Cox (or anyone else) when Cox attempts to charge a credit card, but is unable to do so. They also do not charge Cox when a paper check bounces. The credit union person I talked with suggested that now that people are moving away from using paper checks and are using paperless methods instead, companies are losing the revenue they received from bounced checks. Therefore, they (I only know of Cox doing this) are now using the "returned payment fee" for credit cards/auto-pay. Even before she suggested this, I knew Cox was doing this simply to increase revenue and rip-off their customers. Imagine all the times people run a card through a card reader at a check-out at a store, and it gets rejected because the person ddint' realize the card had expired. What if there was a $25 fee every time that happened? Totally unreasonable. In Cox's terma/agreements/policies, this situation is considered "insufficient funds." Now, if you bounce a check, that is typically because of insufficient funds, but when a credit card doesn't work, that could be due to many things. In my case, there was still about $10,000 of credit left on that card, so insufficient funds does not apply. AND the credit card number had not changed, so the credit card number was still valid! AND I paid the darned bill ON TIME! There are many lessons here. One lesson is, know all of your auto-pay due dates (they seem to be all over the place). If you get a new credit card, choose a day that is not a due date or even near a due date to activate your card and update your card info on all of your auto-pay sites. Cox will lose customers over this. It won't matter to them, though, because these returned payment fees will make up for lost customers. If they don't reverse that charge for me, or they ever do this to me again, I will also leave the company.17KViews2likes2Comments
Warning about $5 Tier Upgrade Promo
I'm not the first to write about this... I read another post of a complaint from another customer who was swindled by a Cox upgrade offer. This is clearly written intentionally deceptive. I was offered (in big bold letters) " FREE" tier upgrade from essential to preferred service. It even explicitly stated $0.00 upfront and $0.00 /month ! This offer and order confirmation number appeared in my account but has since been removed. When I call in to confirm the status of the free upgrade, no one knows what I'm talking about, and instead want me to upgrade from paying $35/mo to $52/mo "...this is a great deal", I'm told. I never intended to upgrade in the first place, until this offer appeared on my screen. I thought, after reading the confusing fine print, that "the catch" (because there is always a catch) was that instead of "FREE" as it appeared to be, the increase would cost me $5/mo in additional fees.... $5 DOES NOT EQUAL FREE, By the way. But i figured, okay why not? $5 extra for increase from 5mbps to 25mbps was worth it. BUT NOOO, it aparently means something alltogether different. The cost of the upgrade is actually to pay an increased rate of $50/month (not actually a deal, this is what they already offer on their site to anyone) But instead of charging me $15 extra to open the bandwidth (which I'm sure is just a click of a button) they will only charge me $5 extra to increase my speed and my rate! There is a reason why we switched from COX to DirecTV/AT&T Uverse... unfortunately, I'll have to deal with these deceptive games as UVerse speeds in my area are capped at less than 3mbps (That's another whole story ... they were willing to charge me for 12mbps until i caught on that the distance from our house to their station was too far to reach those speeds) Cox is not "your friend in the digital age" they are the lesser of two evils. They can be allied with to get the internet you want because you have no other choice... but as long as you know what kind of scheming you're getting yourself into.15KViews0likes3Comments
WATCH ESPN
I am getting conflicting information by reading through the forums so I will ask directly. On the ESPN website under watchespn are COX customers only allowed to watch ESPN3 even if they pay for cable and internet through cox and have ESPN on the cable package? When I go to ESPN and go to WATCHESPN it has a lock on everything except for ESPN3 after I log into my COX account.11KViews0likes9CommentsNew Construction Install Request
How can I get someone out to my address to verify that the equipment in my yard is in fact a Cox pedestal so we can get service at our new home? I've been trying for weeks to get someone out here but everyone that I have spoken with acts dumbfounded. I was in the industry for 12 years in Kansas City and when someone had the same situation that I currently have, I would have a technician out at that address to look at it and 9 times out of 10 we had them built in the billing system and services installed in less than 24 hours. Since I've started this process, I have been forced to go with Dish (shame on you Cox) and we are using our phones as hotspots for connectivity.Solved11KViews0likes1Comment
