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mbrosius's avatar
mbrosius
New Contributor
6 months ago

"Free" Upgrade to Fiber - Not so free

My wife received a call regarding upgrading our location to Fiber and wasn't available at the time to speak to anyone.  I called in and the voice recording comes over and says that we are eligible for a free upgrade to fiber.  After waiting on hold for 25 minutes, I'm told to upgrade we have to pay a fee to have the fiber professionally connected. This doesn't seem very free to me.  The only solution provided to me is to call back and talk to someone in Technical Support.

This feels like a bait and switch by adding on a fee which isn't free.

  • crystallopez80's avatar
    crystallopez80
    New Contributor
    5 months ago

    May had the exact same experience and absolutely disgusted by Cox intentionally misleading (lying!!) to it's customers. Cox sent a guy to my door, emailed, and mailed ads all claiming FREE FIBER UPGRADE. No fine print anywhere that the technician service visit is the only free thing. It is definitely not a free upgrade to fiber. I had to waste an entire Saturday afternoon at home waiting for the technician to come do this fake free upgrade, wait 2 hours for the visit to complete, then another hour (so far) talking with Cox to get to the bottom of this BS. The first person made no apologies for the misleading information or for my inconvenience. I am currently on hold with the "Retention" department to determine whether I CANCEL MY SERVICE COMPLETELY or not!!

    DO BETTER COX

  • JulianN's avatar
    JulianN
    Moderator
    6 months ago

    Hello, I am very sorry you have not had the best experience with Cox. I understand how important communication and reliable service is. We value your business, and I would be happy to help. Please email us your “full” name, “complete” address, and a copy of your post to Cox.Help@cox.com for further assistance. Thank you!