Consistent Packet loss (25% or more) for six months, extremely disappointed
I am not one to complain but I feel I must make this post for other cox users experiencing the same frustration. For six months straight I cannot stream video *upload or play games consistently on a gigabit ethernet connection. I have replaced all my equipment (modem, router, switches, cable runs) and had 6 different techs to investigate the issue and I still experience this problem every day and it only gets worse. I was recently told it was an issue with the Node and that it was a known issue that has been reported multiple times. I have been told to wait for them to fix it and I feel like there is nothing I can do anymore. Every time I call retention to get my bill reduced for the issue I am met with denial and impatience. All I want to do is simply pay for a good internet connection but since COX has a monopoly in my area have no choice but to be at their whim. All but one tech that has came out has shown any sort of care for my issue while the rest have said they would escalate my issue for me to find out no notes were left on my account and I have to start the process over again and again. COX is hands down the worst internet provider I have ever been a customer of and I really use to love this company which at the point is just embarrassing to even say. The service up to this point is unacceptable and goes to show what happens when you do not need to compete for customers. I will be filing an FCC report and at this point if the problem is not resolved this month I will be using a cellular router with a data plan because that unfortunately looks like it will be the better option at this point. For any cox techs that reply to help me I already have open tickets regarding this case.
For over a week I have not been able to Access My Account RE: Online Billing and recent changes
I am still unable to view my Bill online or any of the services that may have been changed. I spoke with Technical Support, and Customer Service and Loyalty Representatives about 7 times over 4 days and no one is able to resolve the issues. My bill has gone up many times w/o reason, so I am concerned that it may be much higher than when I first called. The new website does not allow me to check my charges or services. While conveying this to a technical support member, he tried to check his own account while on the phone and he was unable to view his services. What can I do?
Returned Payment fee due to Cox Error, twice
Back in January, (due to the holidays) I had to set up a post dated payment to prevent my services from being cut off. I did so, I MANUALLY entered my card information, double checked and set up the payment. The day the payment was charged, for some reason it was declined and returned.The first thing I did was call my bank, checked for blocks and funds and EVERYTHING WITH MY BANK WAS IN ORDER. When I saw I was charged another fee for this I called and spoke to a supervisor and was then informed AFTER he verified my which card I used, that they had a different card on file (only on their end because it did not appear on my end) I haven't had this card in years and did not even have saved anywhere on my account. I have called and chatted several times, with supervisors and regular employees, I have been hung up on twice over this, I was a assured a supervisor would call me back ASAP and still nothing. I was informed my case was passed on several times to someone who can help me. Not once have I gotten a call back or update on my case. (Above and beyond with their customer service apparently). When I finally called back, I was told it was denied again and I do not find this is not a fair practice. What is comes down to is Cox charging ME a fee for THEIR mistake (twice!) and getting away with it by giving me the run around. I have been a customer of Cox since 2007 (not 2010 like they told me!) I have spent thousands of dollars as a customer for the past 12 years, and this forum is my last attempt at giving Cox the chance to do right by a long time customer otherwise we part ways here.