82 year old mother charged for modem after turning it in a year ago
My 82-year-old mother had a "Mystery Charge" on her bill a month ago. She called Cox Billing Support, which is quite a time commitment, and was told by Kyle he was removing the charge from her account, gave her a confirmation number, and told her the next bill would show that all she owed Cox was her monthly charge. Next bill comes, and it says she has a past due on the "Mystery Charge". So today, we call Cox together. Now the charge is for a modem we turned in a year ago when we switched her to Panoramic Wi-Fi. We explained that we did not have the Cisco telephone modem as we turned it in when she began renting the Panaromic Wi-fi. After trying to get the gal to understand that the Panaramic Wi-Fi served as a telephone modem, she told me "you have the Cisco modem, I can see that it's on now." It wasn't , it isn't. Checked every cox plug in in the house. Not suprisingly, we did not have two modems connect to the cox service. I was explaining this and was disconnected. Called back. I asked the new Customer Service rep if she could see a Cisco modem live on the system from my Mom's residence. No. So I explained that we had a confirmation number saying this charge was being removed from the system. Suggested they pull up the recording of the conversation because they had "no record" of the credit. No can do. So now she said we needed to return the modem. I again stated that the modem was returned to the local store when we picked-up the Panoramic modem. Do you have the 1 inch x 1 inch receipt a year later? No. Who keeps these tiny scraps of paper. I asked if Cox showed my mom still having the modem, why they didn't contact us before now. No answer. I explained there was no reason for us to keep the modem. They have no value. But, I was told that without the 1 inch x 1 inch receipt there was nothing they could do for a 15-year-plus customer. So I asked when my Mom asked for her phone service to be switched from a land line to digital service, because she didn't. Cox forced her to switch to digital. Knowing she hadn't request the switch, I asked if I could get a copy of my mom's request that they install a modem. Said they couldn't. So I asked for a copy of what she signed saying she had received the modem. Said they couldn't. So I said then what proof do you have that she ever had the modem. And then I said, you know what, I'm going to trust you and believe that at one point this modem was in the house. Why can't you believe me when I assure you that the modem was returned? The modem has no value to my mother. I don't even think Cox still uses this modem. Neverthless, my mother has spent days looking for it despite the fact that I confirmed with her that she did indeed return it - I was with her. Thank you Cox for hassaling my elderly mother and sending her to bed with tears on multiple occasions.Thank you for charging my mother $122 for a modem that sells for $20. Thank you for charging a customer for outdated hardware that you will not use. Thank you for holding your customer responsible for bad record keeping. Thank you for neglecting to add equipment check-out and returns on your monthly bills so that customers have some way of knowing your service team neglected to enter the return or that record did not transfer to your master data system. Thank you for expecting your customers to hold on to 1" x 1" receipts to the end of time. Thank you.
What is the deal with new customers getting better rates for the same services as loyal customers?
I've been a loyal customer for a year now and my internet went up to $89.99 a month.... after notifying the "Loyalty Department" I was told the only discount they could give me was $15 off /month(starting next month) and they would not be able to honor that deal. My previous internet company (SUDDENLINK) would always honor the deal when I complained about unfair pricing. I feel like I am being taken advantage of yet no one seems to care.
10 question survey for free samsanug s10 or iphone 11 legit or not?
Is this legit or not i recieved a survey request about how satisfied i am with cox, what phone service i use, which phone os I use, which phone am I interested in winning. . After answering 9 qyestions it goes to a new screen, question 10 was where to ship the samsung10, I selected. It pops up congrarulations you won an iphone 11 and so i press the back button since thats not the phone selected and the survey is gone.ISP drops, No downstream, No Internet…. why, oh why dear COX do you lie?
How are we supposed to trust you when… - Multiple Cox Representatives, over the phone and via chat, fail to complete account verification - Chat support does not understand the issue as described - Technical support apparently doesn’t know to use their tools and resources - Technical support misdiagnoses the issue, blames the customer, and doesn’t know to look for outages - COX outage information is not accurately reported and does not reflect on outage website - Smart Help self-service troubleshooting also does not report outage information, including from inner notes - Representatives do not know how to check inner notes - Technical support only solutions are 1) Reboot, the problem is on the customer end 2) Replace the modem 3) Charge extra for in person Technician 4) Charge extra to speak with Advanced Technical Support - Technical Support Supervisors argue with the customer in a way that implies the customer is a liar, even with issue being on Cox end - Retention department solution conflicts witheveryone else, including Technical Support Supervisors ISSUE DETAILS: Home ISP went down around 7pm PST last night, in middle of remote work shift. Spent about 6 hours troubleshooting. Couldn’t wait for tech to come last night so purchased new modem. New modem had SAME issue, with no downstream or ISP connection. Reverted setup back to OG and went to bed. Woke up today and everything magically worked. Home network logs show ISP WAN service resumed around 3:30am PST today. Technical support kept saying the issue was with my router and my modem was old (they are still selling same model on shelves btw, it's great! TY Netgear!), even when I had NO router connected, was NOT using Wi-Fi, and was directly ethernet modem connection. All cable connections, including splitter in attic, are solid with no lose or bad anything. No amount of rebooting, restarting, or resetting would fix. Logs indicated packet loss on ISP end and issue was with 2 separate modems (1 was brand new). Oddly during this, both modems did initially connect for 5-10 mins after 1 st reboot and then stopped working. Multiple agents wanted to charge me for having a technician come to home or charge to speak with “advanced support”. Called today to find out what the issue was, what changed, or what triggered the solution so could prevent a next time. Tech agent didn’t understand issue and wanted to troubleshoot an issue I wasn’t having any longer, which was nonsensical. The agent also wanted to charge me for advanced support or to send technician out, which again was nonsensical when I was no longer having an issue. The agent’s supervisor did not listen to issue and kept saying it was an issue with my router or modem. I spoke with retention, who advised me there WAS an outage last night that ended this morning. Those outage details were apparently missed by every other chat and over the phone agents? Really, really ODD. Makes me wonder if retention was blowing smoke or if their Technical Support and Chat groups are really that inadequate. From my experiences, I sadly believe the latter. Work also checks on outages and saw nada. Can’t prove to employer that COX had another outage! At least retention did help with future tech support needs with the Cox Cares support thingy. I appreciate COX not charging me for doing their jobs and supporting their own services...mostly. EFFORTS LOSS: ½ work shift, 6 hours total time last night, 2 hours today, and $300-ish on new modem which needs returning. EFFORTS GAIN: Learned most folks don’t need to pay for the unlimited plans if you keep your data under 1280 gigs a month. Check your data use history and save yourself $50 bucks a month off plan bloat! RESULT: 12/2-12/3 ISP drops – it was them not us! PS. Make sure if you talk to anyone at COX they verify your account. Lots of agents like to skip that step, give account info out, and make changes without it.
How to get phishing or spoofing reports forwarded to the appropriate authority?
I sometimes get spoofed emails purporting to be from Amazon which try to scare me into clicking on a bogus link by claiming my account has been frozen or my payment on file has expired or some such BS. I am unable to forward these emails, either as an attachment or in the original format) to "stop-spoofing at amazon.com" although I am able to forward them to "spamreport@cox.net" (as an attachment). How can I get Cox to forward these emails to "stop-spoofing at amazon.com" since they (Amazon) are the only ones who have the motivation to protect their customers.
Family member constantly under bombardment by spoof and fake emails from cox
So my uncle is having a terrible time with the whole transition to the webmail and getting slammed with the fake warning messages. Some most convincing. TL:DR version He fell for the bait, but cox support got things back in order. PHEW! Good job guys and gals! Now the problem persists with him STILL being bombarded. Now he gets some random messages saying he needs to click a link to update his webmail version. I'm digging around and all I can find is this noise: https://www.cox.com/residential/support/notice-to-cox-email-users-to-link-accounts.html This is something that should be something that should be mailed to the account holder; Not emailed. What the hat is this nonsense? Is he going to actually loose his email or something? I've got like 8 family members with cox, and only ONE of us is getting this message. Could someone please shed some light on this? I am in attempts to collect one of these emails he's getting in order to identify legitimacy as it starts off "Dear Customer" and generally its quite personalized.