Lifting Data Cap Covid-19
I'm curious if Cox will follow in the footsteps of AT&T and Comcast in removing the data cap limit during the outbreak. I work for Hartford Healthcare in CT, and more folks like myself are starting to work from home during the outbreak, and with my ability to remotely monitor our hospital's systems via VPN, I'll burn through my limit fairly quickly. Cox? This seems like an easy PR win.7.1KViews5likes27CommentsYou're Not Crazy It's Happening To Everyone
I can't read one more. I can't read one more post that says, "my modem drops dozens of times a day, and comes back up minutes later, sometimes it's unusable for HOURS, I've rebooted, and reset, and refreshed, and I've replaced ALL of my equipment, I've called Cox dozens of times, techs have visited my house over and over, and it's STILL HAPPENING, EVERY DAY." It's not a user-end issue, and I can't believe that with ALL OF THESE IDENTICAL REPORTS (and you can add mine - identical), that Cox is just plum mystified (and always, EXTREMELY RETICENT TO ISSUE ANY KIND OF CREDIT FOR THEIR BREACH OF CONTRACT). It's too much. That's enough. The Federal Communications Commission is there to protect consumers from this fraud and abuse, and by God, I'll be calling on them to do so. Investigative journalists live to expose greed and corruption, and the lack of antitrust measures governing utilities like Cox is fertilizer for the kind of stink Cox gives you for hundreds of dollars a month. So anyway, does anyone have any suggestions, he asked rhetorically. (incidentally, the sheer VOLUME of tags, crowd-sourced, shows where the stakeholders are:)2.3KViews4likes3CommentsBEWARE of Cox swindling more money out of you.
My credit card was canceled due to fraud. I quickly switched numbers on my account and my bill was paid with the correct card on time. It was not late. I was charged a $30 returned payment fee. This is nonsense. There is no returned payment fee incurred from the financial institution when a credit card is canceled or expired. This charge on my account is ridiculous. Of course if you try to talk with customer service and its not about how you want to add products or spend more money with them the call wait time is ridiculous and the live chat online conveniently doesn't work/is buggy. Such an awful company with retched customer service. My building has free wifi and its sketchy but worth cancelling my account. Good riddance.972Views3likes6CommentsWorst experiences ever
Over the last couple days I've spoken to agents online and on the phone, both were completely incompetent. I explained that I pay for gigablast but am only getting 110-140mbps and have already factory reset the modem, refreshed the signal, unplugged it, all the basics as I am in IT myself and more technical than most Cox agents I've ever interacted with. They then wanted to reset it again and still no improvement. They proceeded to schedule a tech visit which turned out to be 3 techs from a subcontracted company I've never heard of and after 2 hours, a new modem, changing my wifi password, and unplugging my Ethernet switcher had only managed to decrease my speeds further. They tried claiming that cox has never pushed 1000down and basically called me a liar when I mentioned I had when it was first installed. I finally showed them speedtest screenshots and all they did was start blaming my computer, ethernet cable, modem's placement, anything they could think of. My computer is a top of the line beast by the way so that was out of the question. They finally left with no clear answer or explanation so since then I've tried calling in for the last 2 hours and either get transferred, hung up on, or they lie and say they can't hear me. When I do get someone who actually talks, all they do is read from a script and ignore anything I say. I say the modem is brand new and the techs just left yet they want to start the whole rigmarole of resetting and refreshing the signal. I tell them the light is steady white and am immediately asked to let them know when the lights stop flashing...I tell them techs were just here and replaced the modem and the reply is "I'll send a tech out but if it's due to damage you caused the modem you will pay $75" Each agent (5+) I've spoken to would not discuss any credits to my bill or reimbursement for receiving a fraction of the speed I pay for. Finally I ask for a manager and am transferred to be greeted by a machine saying you're closed. This has by far been the worst customer experience I've ever encountered.6.8KViews3likes13Comments1TB CAP - Seriously?
I started my relationship with Cox in 2013. I had a complete bundle (TV+Phone+Internet) and paid a fair amount per month. They sold me on some guarantee lock, and other non-sense that were misrepresented. I was under the impression I was good for 2 years based on the guarantee lock. However, after 1 year, the cost of my bill went up by a hundred bucks. I called and managed to work a few things and eventually it only went up 30 bucks. A year later, it went up 70 dollars. I made a call talked to their LOYALTY department and managed to get discounts, so instead of 70 dollars, the bill went up by an additional 25 dollars. The following year, again the bill goes up and they tell me things have changed. I called loyalty department and managed to get some discounts even though bill still on the rise. Anyways, make a long story short, the loyalty department is there to make you feel better, as your bill rises by 100 dollars, the loyalty department applies some discounts for loyalty and drops it by 20 or 30 bucks. You feel like a winner and you commit to paying your bills even though it went up by 70 to 80 dollars. Point being its just a "MONOPOLY" system. Most people in my area have no other cable option other than COX. Therefore, COX can do all they want to jack up prices until they strike the nerves and eventually people like myself say "ENOUGH is Enough" after 5 years. I eventually cut off my cable and phone because it was too expensive and stuck with just the premier internet, which gave me 150 mbps, and unlimited usage. I learned yesterday, that as of September 2017, they changed the rules and capped it at 1 TB. I get a notification a few days ago and the notification stated that I am about to hit 1 TB and that i will have to pay additional sums for going over limit. I called the company and talked to a rep, they told me that I can pay an additional 49.99 for unlimited, or 25.99 for 500 GB more. I said why would i do that? this is ridiculous? they forward me to loyalty department, loyalty department was willing to add a 17 dollar discount, however, that doesn't change my situation. I still have to purchase additional Gigs... or I'll keep running into this issue. So I sat there thinking about every year, how COX continues to jack up contracts and change plans and steal money. I am sick and tired of this corporate thievery. I understand that you are not in the business of handing out free things, you are in the business of making money but a company that cannot adhere to a contract and continues to change policies is a company that you just cannot trust. Therefore, I have decided to completely end my relationship with this company period. In addition, I have also decided to inform every living soul that engages with the large youtube and social media following to discuss this on their next episodes. This is the beginning of something great. It's not for me it's for everyone that continues to have this issue. I know Cox is not the only cable company with such problematic business. Majority of them are in the same game. This is why they partitioned areas in order to monopolize by only providing one option, while the alternative options for internet are DSL. I am just not going to put up with this anymore. Nor is anyone else. Completely done with the nonsense. Can't wait to see these companies struggle, while the online world continues to take over the TV business.6KViews3likes8CommentsConstant outages
What is going on with the massive insatiability? The last month each day is a dice roll to see if I get working internet, half working internet, or no internet. Cox is really undermining the "I pay for internet, use internet to make money, pay them for more internet" arrangement. Sooner or later the situation will be insolvent. And the constant "updates" which are just lies at this point, every couple of hours its gonna be a couple more hours.708Views3likes16CommentsPacketloss for Over 2 years, and no fix.
All started a few years ago, getting packetloss in a game I currently played, back then I had 0 knowledge about anything internet related. So I did what any customer does, call the ISP, and tell them. I did, they sent a tech out, no fix. I keep calling cause it is getting really bad, and I am about to lose my mind, maybe 20 or so techs later, at that point I start looking into YouTube Videos, and learned a few things that people did to get COX to fix the internet, So I did the following, Download Ping Plotter, and run it for a few days, and when I lagged in game, I would check back in Ping Plotter, and bam! PACKETLOSS, I would quickly screenshot it and send it to a rep over email, they would follow up with nothing here i can see on my end, so i kept doing that for months, and many more techs, switching modems, replacing drops, replacing anything that can be the problem, was using the Panoramic Gateway at the time, and one tech gave me a ARRIS modem, and that helped a little bit with ping times, and some packetloss. But like all good things they come to a end. Then after more weeks of monitoring my network, and sending the info to cox, I get a call from a Senior Tech telling me he will be at my house around 7:30pm, to catch the packetloss, and I forgot to add the issue changed from constant loss to only getting loss at night, started when COVID came about, when everyone was on a stay at home order. And the tech stayed up there with his laptop on a conference call with 5 other people, that were monitoring my neighboorhood, they said they would see 7% at one house then 10% at my house, kinda like it was bouncing around, then after that a line crew consisting of 2 people told me they will be working the area for the next 2 weeks, everyday they would stop by to tell me to check and see if anything changed, and it didn't for a while, but one day they came by and told me that a AMP down at the road, blew up and ate the cable to the copper wire. and said you should see some improvement, and i did, and they continued to work in the area, fixing ingress, and such. But something they did fixed the internet, said they found a plant issue, and corrected it and it was fixed for a few months, then it came back, and when I realized what i went through to get to that point, endless hours watching ping plotter, emailing, etc. It consumed my free time, I then learned as much as possible about internet troubleshooting, we recently bought a NETGEAR NIGHTHAWK R7200, and a ARRISSB6183. Which has been doing well for me. The cox modems kept rebooting and causing issues, so I spent 75$ and got a reliable modem. So, with that being said, I doubt I will get close to getting this fix, but I am sharing my story and hoping someone with authority with COX sees this and tries to help a long time customer out with a LONG time issue, Thanks for reading this.2.6KViews3likes0CommentsEthernet and Wireless Dropping Consistently
Modem Cisco dpc3010 Router Gryhon ac3000 Plan Preferred 150 I have two computers connected via ethernet and multiple devices connected to wireless (watch, phone, tv) Randomly our internet disconnects and reconnects through the day. It gets worse at night.It affects both ethernet connection and wireless connection. Last night the modem just rebooted all on it's own in the middle of us having a game night. (After disconnecting multiple times throughout the night) When I test our internet via gryhon, we are getting more than 150 which is great but I'm wondering if that has anything to do with the internet dropping all the time. It's frustrating because we've put a lot of money into a router after speeds were ** and internet was dropping which solved the speed but not the dropping. I've tried rebooting my router and modem. Tried disconnecting everything from the wall (power and cable) then reconnecting after 30 min. All firmware is up to date on both modem and router. Tried disconnecting everything connected to the internet except for one computer via ethernet, still drops. I'm just not sure what's going on and I dont have the patience for support to tell me to reset my modem/router then blame it on the 3rd router or 2nd modem I've purchased.1.5KViews3likes4CommentsT3 Timeouts - Followup
Posting here because I wanted to follow up on my post from a couple months ago - T3 Timeouts. Wanted to update the community on my experience and what I had to do to get the issue resolved. My issue was that I was seeing intermittent (but crippling) packet loss on a daily basis. Going through normal Cox support channels, I had at least 6 different techs comeout to work on the problem. Some couldn't see the problem (if the packet loss wasn't happening when they were testing, most techs would just leave and charge us a fee for the visit without doing anything) and some would just change lines without doing any testing and call the problem fixed. Eventually, a tech came out and saw the problem. He created an ESR ticket to deal with the issue and gave me the ticket number to keep tabs on the problem. That's where the previous post ended. About a week later, I checked in with Cox support about the ticket. The ticket had been closed and some work apparently had been done in my neighborhood, but I wasn't seeing any improvement. I had two more techs come out to the house, neither of whom were able to identify and fix the issue. I was very hopeful when the original ESR ticket was created, but after it was closed I was basically starting back at square one to get Cox to acknowledge and fix the problem. At this point, I decided it was time to file an informal complaint with the FCC. I was contacted by Cox in I believe less than 24 hours after I filed the informal complaint. I was connected with the executive escalations team, and a tech was out the next day. There were at least 5 more tech visits after this one, but at least now there was a ticket being kept open until the issue was fixed and I wasn't starting from scratch each visit. Eventually, I was given the plant supervisor's cell number to text whenever I was seeing the packet loss so he could send someone out to check the neighborhood for interference. I was seeing multiple bucket trucks in my area over the past week and a half - from my conversations with the techs, I was told that there were a lot of locations near me where they identified some interference/ingress and had fixed the problem. Unfortunately for me, these fixes still weren't resolving my packet loss issue (hopefully the nail salon down the street is enjoying a very stable connection now). Last Friday, the escalations team let me know that the issueshould finally be resolved. Despite that, the issue became so severe over the weekend thatmy modem would completely disconnect from the internet multiple times and all of my real time applications became essentially unusable. This morning, I texted the plant supervisor letting him know that my issue was getting worse. I think they may have already had some indication that there was an issue, because there was someone out checking the pole in front of my house in less than 5 minutes of the text. Shortly after, the plant supervisor responded saying they'd identified interference on some of the lines, and that the tech had resolved it. For the first time in several months, Iam seeing 0% packet lossconsistently and my jitteris finally looking stable. I am cautiously optimistic that my problem has been dealt with. Beyond getting extremely lucky, I don't know how this would've been fixed without filing an informal FCC complaint. Even with the help of the higher tier support, it was difficult to track down and fix the problem. It blows my mind a little that the problem seems to have been right out in front of my house at the pole and yet they were combing the entire neighborhood for the issue, but I realize tracking down ingress is sort of like finding a needle in a haystack. It was also illuminating to speak to the techs and hear about how pitiful the state of their infrastructure is at the moment. I live in the Gulf South, and there are apparentlyinnumerableproblems from hurricane damage that Cox has not been able to address for years. So to sum it up, there's no way I would've reached a resolution without filing an informal FCC complaint. At least in my area, there are tons of problems that the company is very sluggishly dealing with. Had I not made some noise, it could've been years before they fixed it (assuming they'd ever fix it at all). The plant supervisor basically said they've been seeing the intermittent packet loss for long time, but since no one was complaining about it, they weren't committing resources to fixing it. Hopefully,it's resolved for good and I can finally stop stressing about it.174Views2likes1CommentCox's Failure to Support Gigablast
First off all I work from home and depend on a stable connection with good bandwidth... When the opportunity came up to upgrade to Gigablast I bought a brand new Arris SB8200 and upgraded my account. From day one I never got full Gigablast speeds even when plugged directly into the modem with my laptop. I even tested with another laptop and a desktop PC and none of them got more than ~650Mbps. I was OK with that though because in my book that was good bandwidth. Starting today I can't get more than 100Mbps at best... multiple tests using the Cox provided Speedtest app and website show download speeds as low as 5Mbps. The connection also drops out all together intermittently for minutes at a time. According to Cox their system hasn't detected any issues or outages so they refuse to send someone to investigate. I was willing to accept the fact that I'd probably be charged $75 for the truck roll but at least I'd have someone come out and maybe resolve the issues. Unfortunately I'm not worth their time apparently. I'm told that because their system doesn't show an issue they won't send a tech... Now, to be clear, I'm having to chat with this person using my Verizon mobile hotspot because my Cox connection was completely down but I still don't qualify for assistance. This is absolutely the worst customer service I have encountered with my home services and refuse to pay $150 per month for service that isn't worth Cox's time to fix when it is obviously not working correctly. Has anyone else had this happen? What did you do? Was it ever resolved? Should I just change ISP's? Thanks... JP2KViews2likes7Comments