GigaBlast just a money grab? Worse two weeks of my life
My location is SW OKC, near the SW 59th and Walker HUb is what services me. On Thursday Nov 30th I signed up for Gigablast. I have been patiently waiting for this service to come to my area. I have a Arris SB8200 modem, Docis 3.1 which I verified before buying was rated for Cox's new Service. I bought modem a year ago and had Ultimate which is what they offered. I got good consistent speeds when it was working , on Ultimate I averaged 341/30. On Monday, Dec 3rd after not seeing anything from Cox in email or a Phone call, I called them to get them to turn on Gigablast. Since that day I have yet to receive Gigablast. My speeds are in the range of 74 to 91Mbps Up/ 33-36 Mbps Down. On Friday Dec 7th, after cancelling an appt for the day before, Cox finally sent a rep to my house to look at the issue. I had gotten escalated to Tier 2 and they tried three modem resets and still could not get me the speeds. The Tech came out and tested at where my line comes into the living room, which feeds to the modem. He said he was getting 1.4GPS down/ 33 Up. We speed tested, Modem to Computer and only got 114Mbps Down/35 Up, He suggested it was the Modem. I called Arris while he was there, they looked over the logs and said it wasn't the Modem. They said it was loss in the Downstream and Upstream Channel Power. The Technician said it wasn't the case. I suggested then a test where he puts in a new Cox Modem, and we see what if that would resolve it since he is trying to blame my Modem. After calling it in to get approval to do so, we then hook up the Cox Panoramic Modem. We Speed Test again, and get back 92Gbps down/ 34Up. So at the point he gets on the phone with Tier 2 and they place a "Maintenance Work Order" saying the problem is at my HUB, 59th and South Walker. No ETA on when the issue will be fixed. So Almost a week later of having speeds average of 92 down / 30 Up, I call Cox this morning, Thursday, Dec 13th. I get escalated to Tier 2 who tell me they see the Maintenance Ticket has been closed and that the issue is marked "Resolved". I report the speed test again, and so now, I wait another Tech to come out tomorrow to see if they can "fix" the issue. Meanwhile, a block away from me, ATT has put up signs saying that "GigaPower is coming soon". Maybe after 25 years of loyalty, its time for me to leave Cox, if ATT will come to my area....? Can anyone attest to actually having Gigablast working in the SW OKC area?Email RE: Automatic Speed Increases - Marketing Error or Generous ISP?
Dear Users, I got this email from Cox a few weeks ago and was over come with glee but then I looked further into it. I read it as a free upgrade but I know that business don't really do "free" upgrades. The sales rep said it was just a normal ad to get people to call to upgrade. I pointed out that it doesn't say to call or act in any form. It explicitly says "Just sit back and relax…" The rep said the ad means that they are now able to provide those speeds unlike before. In response I mentioned the use of "your" throughout the ad. I told her the ad says, "Cox is upgrading MY internet speed." Clearly the emphasis is on "my" because the ad says "your." Her interpretation fits if they replaced "your internet" with "our infrastructure." The Cox sales rep I spoke with reinforced my previous beliefs that "nothing is free" so I would have to pay to upgrade. I then took it further and consulted Dr. R (name purposely omitted) from CNU. Dr. R is an expert in Public Relations and current teaches English at Christopher Newport University. Dr. R said that the ad makes it sound that it will be a free upgrade which further reinforces my original interpretation. Like I imposed in the picture above, this statement here means that Cox will be giving me 100 Mbps down. A hyphen is used to clarify the attached statement. The previous statement uses the pronoun "your" meaning my personal service i.e. 'my personal service will max out at 100 Mbps.' My point here is that either Cox's Marketing team has made a mistake or that I expect to to upgrade MY internet speed to 100 Mbps without me having to pay more. Please tell me what you all think, -Greg
