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.7.1KViews5likes27CommentsInternet 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?1.4KViews4likes5CommentsYou'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.1.1KViews3likes6CommentsWorst 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.6KViews3likes8CommentsIf 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.243Views3likes5CommentsConstant 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.819Views3likes16CommentsPacketloss 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.1.5KViews3likes4Comments