Cox's spam filtering **
I've been a Cox customer for 20+ years. I've always known that Cox's spam filtering was **, but it's worse that **, it's horrible. I've tried hard to protect my email from spammers, but unfortunately, I got on a spammers list and am getting ** that is obviously spam. Cox is lettingthis ** through and I have to consistency log into the webmail, look through my email, add the spam to the black senders list, and report as spam before I can download it to my email client. I have to do the same for my wife's account. It's getting ridiculous. Actually, its getting to the point where I"m going to have to drop cox as my primary email account and switch to something else. As much as I hate Google, or another online email provider, I may have to switch to them. Before the new webmail I used to be able to edit the block senders list and block whole domains, but that is no longer an option. I can now only add whole email addresses. The spammers are smart and will send out spam from multiple email accounts, but I can often stop a lot of that if I can block the domain. I honestly don't think that Cox has any kind of spam control in place. If they do, then its worthless. Daryl14KViews3likes18Comments
Intermittent Email send/receive failures with POP3 - Usual issue every few months - PLEASE FIX
For the past couple weeks now, I've been experiencing the infamous & intermittent email send/receive failures, like many other customers in these forums have been reporting. My system specs: Windows 10 Pro x64, version 1809, all updates installed MS Windows Defender active, no other security packages MS Office Outlook 2007 Cox Internet Preferred package My issues: For the past couple weeks, my various Cox email accounts have intermittent problems sending or receiving emails through Outlook 2007. When receiving emails, I'll get the Outlook pop-up error window stating the infamous 'Enter Network Password'. This issue happens consistently, all day longwith all my Cox email accounts...then emails will suddenly work again temporarily...then the issue reappears, rinse & repeat...it's an ongoing cycle of working/not working throughout the day for the past couple weeks now. I don't bother calling Support about this because they usually blame Outlook and do nothing about it. It's not an Outlook problem...or a Windows Defender problem, or a security setting problem. Everything works great, when it works...then this sudden issue pops once or twice a year, as so many other customers have been reporting. And as mentioned by other customers, Cox somewhat acknowledges that they know about this problem with email and it's been kicked upstairs for a harder look. In the past, I've reset my Outlook settings for the Cox emails, tried different settings and ports according to the Cox email support docs, and even deleted my Cox email account profiles within Outlook and recreated them (in case they were corrupted). Nothing has worked. This happens regularly, so please Cox...don't ask the usual questions about using Webmail, trying another computer, etc. We know, and you know, this has been a persistent, recurring issue with Cox email accounts for many years and these suggestions don't work or fix anything. Usually, Cox Support hems & haws and says they're working on it...or they wrongly blame Outlook...and nothing gets resolved. Eventually, somewhere in the deep basement of Cox, some tech support genius who lives down there, does something that magically fixes the issue. I pay a lot of money every month and expect working email. Please fix this email issues ASAP. Thank you.6.2KViews2likes14Comments
No internet for 5 days or the connection goes in and out
No one seems to be able to assist. I have tried through the web and the app with resets. I went and bought and picked up new things including their modem, talked to 10 different agents who use the same troubleshooting and telling me to do the same steps I’ve already done. Telling me everything looks fine on their end. What’s funny but not funny about that is, I then received a text from them separately saying there’s an outage in my area. Next was: Cox: Thanks for signing up to receive outage text updates. We're working on it, and expect you to be reconnected by 05:01AM. We'll continue to send updates as they're available. Next was: Cox: The outage in your area is resolved. We'll continue to closely monitor our network. Please let us know if your services are working. Reply "YES" if your service is up and running. Reply "NO" or "Unsure" if you're still having an issue. I say no. Then:We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Then:Cox: Your reset was unsuccessful. Try unplugging the power & plugging it back in. This can take up to 10 min. Then:Cox: It's been 3 days since the outage in your area was resolved, and we're checking to make sure your service is still running smoothly. Reply "YES" if you can connect without issues. Reply "NO" or "Unsure" if you’re still having trouble. I say NO again. Then: We're sorry to see you're having trouble connecting. Please visit https://cox.com/smarthelp to troubleshoot the issue and get back up and running. Now I’m highly annoyed because all these days have passed. I decide to txt AGENT for the 10th and final time. Same troubleshooting steps I already told them I’m tired of doing. Cox: Verify the Coax Cable is Connected into the Cable Port on the Box. Verify Coax Cable is connected to the wall outlet. Ensure all connections between the wall and the equipment are not loose or damaged. Me:I’ve reset, unplugged, plugged back, reset again, unscrewed cords, screwed them back in.It can’t be the modem, router, coax cords, Ethernet cords, power cords, nothing. I got all new stuff yesterday and a new modem from cox 3 days ago.My WiFi worked for 45 minutes today and then gone.I’ve troubleshoot everything, check cords, got a new modem, new router, etc.I’ve been without internet for 5 days.I’ve talked to ten agents.Then I was told there’s an outage in my area AFTER being told there wasn’t Then I’m told-Thank you so much for this confirmation, there are no outages reported in your area at this moment, in this case please allow me to reboot your device in order to clean up your line for any cache or excess of data and check the status of your modem, if the steps we follow don't fix the issue we will schedule a tech visit. 😑 did it, still nope. Next was:Thank you so much for following these steps with me today. I know how important it is for you to get everything working again, it seems like a tech visit needs to be done in order to sort this out for you, the visit would have a $75 potential charge (if the cause of the issue is Cox's responsibility charge won't be applied) I’m like at this point, y’all should’ve came out to the residents affected that are still having troubles because why would they lie 😑😑😑 Anybody else encounter this mess?2.7KViews2likes8CommentsCox's Failure to Support Gigablast
First off all I work from home and depend on a stable connection with good bandwidth... When the opportunity came up to upgrade to Gigablast I bought a brand new Arris SB8200 and upgraded my account. From day one I never got full Gigablast speeds even when plugged directly into the modem with my laptop. I even tested with another laptop and a desktop PC and none of them got more than ~650Mbps. I was OK with that though because in my book that was good bandwidth. Starting today I can't get more than 100Mbps at best... multiple tests using the Cox provided Speedtest app and website show download speeds as low as 5Mbps. The connection also drops out all together intermittently for minutes at a time. According to Cox their system hasn't detected any issues or outages so they refuse to send someone to investigate. I was willing to accept the fact that I'd probably be charged $75 for the truck roll but at least I'd have someone come out and maybe resolve the issues. Unfortunately I'm not worth their time apparently. I'm told that because their system doesn't show an issue they won't send a tech... Now, to be clear, I'm having to chat with this person using my Verizon mobile hotspot because my Cox connection was completely down but I still don't qualify for assistance. This is absolutely the worst customer service I have encountered with my home services and refuse to pay $150 per month for service that isn't worth Cox's time to fix when it is obviously not working correctly. Has anyone else had this happen? What did you do? Was it ever resolved? Should I just change ISP's? Thanks... JP2KViews2likes7Comments
Smart devices are not connecting to panoramic WiFi
It's been a month now since i upgraded to the gigablast plan and panoramic WiFi router. Ever since i did that most of my smart devices are failing to connect. Google nest thermostat, tuya smart bulbs, etekcity smart plugs. I tried to reset the bulbs and connect to the 2.4ghz network SSID but it tries for few minutes and fails. Nest support says the ping is very high (3000+),the so device shows offline. Have reset to factory defaults 5 times with help from their tech support but no luck. Just to test, i connected to my neighbor's WiFi (with his permission) and it worked immediately. After it worked, i switched the connection to my WiFi network and it went back to showing offline now. Speed test doesn't work as well (ookla) even through cox app. Only Google's works. Anyone else facing these issues? Any solution? P.S. All smart devices were working fine with my previous Netgear router. Stopped working only after panoramic WiFi router was setup.20KViews2likes30Comments
Your support agents via Live Chat service are lying to me.
I opened a chat this afternoon with a support agent to ask about a problem with a particular Wi-Fi hotspot that I've been using for the last year or so. The agent told me that the hot spot was undergoing maintenance. I informed the agent that the problems have been ongoing for about 2 weeks then the agent told me it was only reported yesterday. So I asked the agent why the hotspot with still visible and why I could see a signal coming from it if it was undergoing maintenance, wouldn't a hotspot that's undergoing maintenance be offline? No I was told that you could still connect to it so that brought me back to my original problem: why can't I connect to this hotspot that I've been using regularly for a year and I'm in the same exact spot and nothing has changed other than the fact that this hotspot is got a very weak signal coming from it? I was assured that technicians are working on it but there would be no estimated time that it would be fixed. So being skeptical with that answer I opened a chat with another agent. This time I started by asking if there were any known problems with Wi-Fi hotspots in the zip code where I'm at. This agent took some time and then came back with an address that was different from the address where I am. A completely different hotspot. So I then asked the agent if that was all the problem hot spots within that zip code and ask if there were any more. Well at that point the agent had cut off the conversation. I believe that the agent knew that he was caught in a lie. I see a pattern where support agents give answers based on the information that I give them and tailor their responses to avoid admitting things that make Cox look bad or that are embarrassing for Cox. And this pattern isn't anything new. I've experienced it several times in the past and it's been for the same exact issue, although not the same location but the same issue. So a few hours later I opened up a chat with a third agent. This agent told me that there were NO reports of a problem with the hot spot that I had mentioned to the first. So let's review here: agent #1 and agent #2 both told me that the hotspot was undergoing maintenance and agent #1 also told me that a customer reported a problem with it yesterday. The third agent told me that there were no reports of problems with the hotspot. Then when I mentioned that the versions of the situation that I was receiving we're not matching up between different agents the third agent attempted to do some damage control by some type of vague answer that made it sound like some agents have some information and other agents have their information and that they don't all necessarily draw from the same information. Can you see why I am extremely unhappy with the abysmal service that I'm getting? Why would anyone continue to do business with a company that's clearly training their people to lie to customers? I'm trying to think of one good reason why I should not close my account today1.7KViews1like2Comments
COX customer service is garbage.
COX customer service is garbage. I called to ask why my bill is rising every other month. The first rep says she will do "research" puts me on hold for 10 minutes. Then I'm transferred to another rep who has no idea what's going on. She offers me a bundle discount that would bring my monthly bill back down. Puts me on hold for 15 minutes. Then nothing. She's gone. No response. Nothing. GARBAGE. I know Ajit Pai allowed you all to rob us but at least show some respect to your paying customers. I'll be switching to AT&T as soon as possible.1.5KViews1like2Comments
Uncorrectables on ALL downstream channels. What could be the problem?
I live in Springfield, VA. I have a Netgear CM600 modem and have been receiving uncorrectables of hundreds of thousands and millions in a very limited uptime (< 24 hours). I am having this problem on every channel operating between 649-813MHz. The amount of uncorrectables varies, but is still very high for all of them. Alongside this problem, I have been experiencing network instability and modem crashing about every hour or so. Side note: I have tested a different modem (Arris SB6190) and have gotten the same, if not worse, results. The event log for each modem has showed me a different combination of errors like: -RCS Partial Service -SYNC Configuration Time out -Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out -No Ranging Response received - T3 time-out Cox Technical Support, including the technician who came into my house, said that everything on their side looked good (GREEN). This problem arose after changing my Motorola SURFboard modem to something from this decade (ie. SB6190 and CM600) due to a small UPLOAD SIDE packet loss issue (1-3%) I was having while gaming online. Never any crashing until now. Between the times when these errors occur in the event log, my internet is lightning fast (besides the upload packet loss issue still being present). >These are the values forDOWNSTREAMwith the Netgear CM600 at an uptime of around 90 minutes. <tabindex=-1>Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 3 687000000 Hz 9.1 dBmV 39.2 dB 214828 132675 2 Locked QAM256 1 675000000 Hz 9.3 dBmV 38.5 dB 65347 12412 3 Locked QAM256 2 681000000 Hz 9.6 dBmV 39.3 dB 92489 14832 4 Locked QAM256 4 693000000 Hz 9.3 dBmV 39.3 dB 219991 161237 5 Locked QAM256 5 699000000 Hz 8.8 dBmV 39.1 dB 232634 167674 6 Locked QAM256 6 705000000 Hz 8.5 dBmV 38.9 dB 231551 125552 7 Locked QAM256 7 711000000 Hz 8.4 dBmV 38.8 dB 206782 73208 8 Locked QAM256 8 717000000 Hz 8.1 dBmV 38.6 dB 159890 36191 9 Locked QAM256 17 771000000 Hz 8.7 dBmV 39.1 dB 37129 42243 10 Locked QAM256 18 777000000 Hz 8.8 dBmV 39.1 dB 30994 4741 11 Locked QAM256 19 783000000 Hz 8.9 dBmV 39.2 dB 24894 2178 12 Locked QAM256 20 789000000 Hz 8.4 dBmV 38.9 dB 22073 3062 13 Locked QAM256 21 795000000 Hz 7.9 dBmV 38.7 dB 15069 2258 14 Locked QAM256 22 801000000 Hz 7.5 dBmV 38.4 dB 12652 1561 15 Locked QAM256 23 807000000 Hz 7.2 dBmV 38.3 dB 20874 5991 16 Locked QAM256 24 813000000 Hz 7.8 dBmV 38.6 dB 58248 76267 UPSTREAM: <tabindex=-1>Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 2560 Ksym/sec 17154000 Hz 44.5 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 21984000 Hz 46.0 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 28414000 Hz 47.0 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 34844000 Hz 47.5 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV (I assume that I do not have the option for 8 Upstream channels because the Arris SB6190 did not even list the last 4 channels) Could this problem possibly be inside my home? The technician took out a splitter from my setup and placed my internet cable on a splitter with an amplifier. The problem does not seem to have changed though. I have another, higher-level, technician coming in 2 days. Is there anything that I can show them to help pinpoint the problem?Solved16KViews1like18CommentsCox Gigablast and Motorola MB8600 modem issues/firmware updates!~
Motorola/Cox, I am between a rock and a hard place and neither of you are helping me! Cox flat out said and it is also on their website – They do NOT provide firmware updates for user owned/3 rd party modems. I purchased an MB8600 a few months ago and it just degraded to less than 50% speed on my 1GB service. The tech tested the line all the way from road to modem connect and it is 1.3GB down / 30 MB upload. The modem now consistently spits out around 360MB to my desktop direct connect via CAT6 Ethernet. The tech arrived yesterday and after 2 hours it was agreed by both of us the modem needs a FIRMWARE update. Currently the modem is on version 8600-18.2.9 and was working fine for last 4 months until now. I see there is a history of Cox not updating user's modems. I only purchased my own after two visits to my hours by 3 different Cox techs and 7 hours of troubleshooting could NOT find the problem, but they all agreed my line to the modem was AWESOME! I need someone to upgrade this modem or I have to return it for a refund with another vendor’s modem. Bill K2.7KViews1like2CommentsGetting "US profile assignment change" constantly causing random disconnects.
I'm not sure what else to do at this point. Sorry about long rambling post. Location: South San Diego Install setup: Straight drop from the pole to the property and a grounding block. From there, about 10ft run straight into the modem. No splitters. For the past couple of months (maybe longer), I had been losing my internet connection intermittently, it could last anywhere from 15 seconds to a minute or two. During the day, it's enough to kick me off my work's VPN, in the evening, it's enough to kick me out of any online gaming sessions. It appears to be worse in the evening. Over time, it's gotten worse and worse with the back and forth with Cox CS which proceeded to always blame my Modem (Netgear CM1100) AND somehow router (Asus RT-AC68U) because their "test signal" looks PERFECT. Which isn't the issue, Signals have looked good with minimal to no packet loss. It's the QUALITY of service that is the issue. I got fed up and bought a new modem (Arris S33) AND a new router (RT-AX86U Pro) because I did not want to give Cox an "excuse" and voila, what do you know, same problem. I changed out to a new RG6 cable to the grounding block, even bought a new 3ghz grounding block myself. NOTHING. Then, after spending several hundred dollars, did Cox finally agree to send a tech out. The tech dropped NEW line from the pole, redid the wiring etc etc, all new wires and he noticed that there was "noise" in the line. Ingress so he called it and while we were chatting, it went back to normal, perfect and he said would you look at that, all good. While I was explaining to him the numbers went back to showing a noise. He was plugged straight into the grounding block outside so could not have been my lines/property. So the tech placed a ticket to have looked at. Supposedly the ingress was coming from a house on our street, the following day Cox left a notice on my door that they located the issue and resolved it. Well guess what, I'm getting EVEN MOREUS profile assignment change in my logs, and intermittent drops of service. So I called and spoke to tier 2, who again, for whatever reason, scheduled another tech visit. The tech came and I told him that a tech had come prior and already changed all the lines. He did his tests and said that the signal everything looks good, no packet loss or anything, but he also got some error on the Up Stream and sent it to his manager. He told me they are going to monitor the line, however they do that and see what is going on. The problem just seems to be getting worse and worse. I've gone from a few profile changes a day to pretty much every 30 minutes to an hour. I'm at a loss. The real problem is my WORK. I cannot and should not have to worry about if my VPN is going to disconnect any minute now. It won't disconnect at every change of profile but will 3-4 times during work day and more so at night. So I'm reaching out here to see if anyone has experienced this and what the solution was? I don't even know why I'm bothering as they laid down fiber on our street recently and I have access to fiber service from another company but we have been with COX for almost 18 years so I want to give them a chance. Ideas? Downstream Bonded Channels Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables 21 Locked QAM256 855000000 Hz 5 dBmV 43 dB 0 0 5 Locked QAM256 759000000 Hz 6 dBmV 43 dB 0 0 13 Locked QAM256 807000000 Hz 5 dBmV 44 dB 0 0 18 Locked QAM256 837000000 Hz 5 dBmV 44 dB 0 0 19 Locked QAM256 843000000 Hz 5 dBmV 44 dB 0 0 20 Locked QAM256 849000000 Hz 5 dBmV 44 dB 0 0 22 Locked QAM256 861000000 Hz 4 dBmV 43 dB 0 0 23 Locked QAM256 867000000 Hz 4 dBmV 43 dB 0 0 24 Locked QAM256 873000000 Hz 4 dBmV 43 dB 0 0 25 Locked QAM256 117000000 Hz 0 dBmV 41 dB 0 0 26 Locked QAM256 123000000 Hz 0 dBmV 41 dB 0 0 27 Locked QAM256 129000000 Hz 0 dBmV 41 dB 0 0 28 Locked QAM256 135000000 Hz 0 dBmV 41 dB 0 0 29 Locked QAM256 141000000 Hz 0 dBmV 41 dB 0 0 30 Locked QAM256 147000000 Hz 0 dBmV 41 dB 0 0 31 Locked QAM256 153000000 Hz 0 dBmV 41 dB 0 0 32 Locked QAM256 159000000 Hz 0 dBmV 41 dB 0 0 33 Locked QAM256 165000000 Hz 0 dBmV 41 dB 0 0 34 Locked QAM256 171000000 Hz 0 dBmV 41 dB 0 0 35 Locked QAM256 177000000 Hz 0 dBmV 41 dB 0 0 36 Locked QAM256 183000000 Hz 0 dBmV 41 dB 0 0 37 Locked QAM256 189000000 Hz 0 dBmV 41 dB 0 0 38 Locked QAM256 195000000 Hz 0 dBmV 41 dB 0 0 39 Locked QAM256 201000000 Hz 0 dBmV 42 dB 0 0 40 Locked QAM256 207000000 Hz 1 dBmV 41 dB 0 0 41 Locked QAM256 213000000 Hz 1 dBmV 42 dB 0 0 42 Locked QAM256 219000000 Hz 1 dBmV 42 dB 0 0 43 Locked QAM256 225000000 Hz 0 dBmV 42 dB 0 0 44 Locked QAM256 231000000 Hz 0 dBmV 42 dB 0 0 46 Locked QAM256 243000000 Hz 0 dBmV 41 dB 0 0 47 Locked QAM256 249000000 Hz 0 dBmV 42 dB 0 0 48 Locked QAM256 255000000 Hz 1 dBmV 42 dB 0 0 159 Locked OFDM PLC 300000000 Hz 2 dBmV 43 dB 447192759 0 160 Locked OFDM PLC 918000000 Hz 6 dBmV 43 dB 72860026 0 Upstream Bonded Channels Channel ID Lock Status US Channel Type Frequency Width Power 1 Locked SC-QAM 17600000 Hz 6400000 36.8 dBmV 2 Locked SC-QAM 24000000 Hz 6400000 36.8 dBmV 3 Locked SC-QAM 30400000 Hz 6400000 36.8 dBmV 4 Locked SC-QAM 36800000 Hz 6400000 36.8 dBmV 6 Locked OFDMA 36800000 Hz 44000000 31.5 dBmV Here's a snippet from last night to this morning (now) of most recent event, I reboot router daily (in hopes it won't drop connection today) so logs get deleted but you get the idea, just same thing throughout. 22/8/2023 01:29:44 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 01:30:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 02:26:03 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:19:18 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=:b1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 04:26:13 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:20:12 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 06:26:21 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:21:27 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:23:01 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:24:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=c;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:26:36 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:29:26 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:30:04 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 08:31:57 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:26:39 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 9 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:41:14 6 US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:49:34 6 US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=1;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:50:10 6 US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1; 22/8/2023 09:52:55 6 US profile assignment change. US Chan ID: 8; Previous Profile: 12 13; New Profile: 13.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1; 22/8/2023 10:26:48 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;4.9KViews1like21Comments
Your support agents via Live Chat service are lying to me.
I opened a chat this afternoon with a support agent to ask about a problem with a particular Wi-Fi hotspot that I've been using for the last year or so. The agent told me that the hot spot was undergoing maintenance. I informed the agent that the problems have been ongoing for about 2 weeks then the agent told me it was only reported yesterday. So I asked the agent why the hotspot with still visible and why I could see a signal coming from it if it was undergoing maintenance, wouldn't a hotspot that's undergoing maintenance be offline? No I was told that you could still connect to it so that brought me back to my original problem: why can't I connect to this hotspot that I've been using regularly for a year and I'm in the same exact spot and nothing has changed other than the fact that this hotspot is got a very weak signal coming from it? I was assured that technicians are working on it but there would be no estimated time that it would be fixed. So being skeptical with that answer I opened a chat with another agent. This time I started by asking if there were any known problems with Wi-Fi hotspots in the zip code where I'm at. This agent took some time and then came back with an address that was different from the address where I am. A completely different hotspot. So I then asked the agent if that was all the problem hot spots within that zip code and ask if there were any more. Well at that point the agent had cut off the conversation. I believe that the agent knew that he was caught in a lie. I see a pattern where support agents give answers based on the information that I give them and tailor their responses to avoid admitting things that make Cox look bad or that are embarrassing for Cox. And this pattern isn't anything new. I've experienced it several times in the past and it's been for the same exact issue, although not the same location but the same issue. So a few hours later I opened up a chat with a third agent. This agent told me that there were NO reports of a problem with the hot spot that I had mentioned to the first. So let's review here: agent #1 and agent #2 both told me that the hotspot was undergoing maintenance and agent #1 also told me that a customer reported a problem with it yesterday. The third agent told me that there were no reports of problems with the hotspot. Then when I mentioned that the versions of the situation that I was receiving we're not matching up between different agents the third agent attempted to do some damage control by some type of vague answer that made it sound like some agents have some information and other agents have their information and that they don't all necessarily draw from the same information. Can you see why I am extremely unhappy with the abysmal service that I'm getting? Why would anyone continue to do business with a company that's clearly training their people to lie to customers? I'm trying to think of one good reason why I should not close my account todayCOX customer service is garbage.
COX customer service is garbage. I called to ask why my bill is rising every other month. The first rep says she will do "research" puts me on hold for 10 minutes. Then I'm transferred to another rep who has no idea what's going on. She offers me a bundle discount that would bring my monthly bill back down. Puts me on hold for 15 minutes. Then nothing. She's gone. No response. Nothing. GARBAGE. I know Ajit Pai allowed you all to rob us but at least show some respect to your paying customers. I'll be switching to AT&T as soon as possible.