Internet Has Been Out for Days, Yet Cox Tells Me I'm the Problem
I'd like to find out if anyone else has had an experience with Cox as terrible as my recent experience in Oklahoma City, OK: My home internet has been out for 3 or 4 days now. It started when our modem suddenly stopped getting any signal from Cox. The modem has power and has shown zero issues up to this point. I thought maybe it was that particular coaxial connection, so I tried hooking the modem up in other rooms around the house that that have a connection available. Same issue: modem powers on, but no connection to Cox. I then got on the Cox website to verify that my modems MAC and Serial Numbers were correct, as well as to try and reset my modem from my online account settings. Still no improvement. So, I decided tochat with a Cox support agent. The FIRST agent I talked to looked into all kinds of things and ended up telling me that I needed a new modem (which, of course they immediately started trying to sell me one of theirs). I said no thanks, went to the store, and bought a new modem. The new modem is the exact same brand and model (Netgear CM500) as the previous modem I'd been using for years with Cox, so I know for a fact it is compatible. I get home, I hookup the new modem, but still no connection to Cox. I try to activate the modem according to both the manufacturers instructions and the instructions on the Cox website, but I can't finish it myself because, of course, Cox can't establish a connection to the modem! So, I decide tochat with a Cox support agent AGAIN. The SECOND agent has me provide the MAC and Serial Number of the new modem so that they can activate it on my account for me. I provide them all of this information, and they tell me that they have activated the modem on their end, but that they still can't establish a connection to the new modem. Then, all of a sudden, the chat session ends before I can get anything else from them. Big help that was, Cox! Once again, I reach out to a Cox support agent. I tell the THIRD agent everything that's happened up to this point, about the sudden disconnection on my old modem, going out and buying a new modem, going through the headache of getting the new modem activated, and getting disconnected from the previous agent. This agent wants all the MAC and Serial Number information again so they can make sure the modem is activated. I provide all the information to them, they tell me the modem is activated "on their end", and that I need to reset the modem (unplug it, wait 10 seconds, plug back in). Then they tell me to "wait a while", I'm assuming so that Cox can try to connect to the modem. After about 10 or 15 minutes of waiting, and still no connection, this agent tells me that it's a problem with my modem. UM, EXCUSE ME? You mean, this brand new modem that the FIRST agent told me to go buy for absolutely no reason? Not likely. At this point I told the third agent that I'd like a technician to come out to my house and check the Cox lines outside because the only remaining possibility is that there's an issue with their equipment. The third agent then told me that they can't send a technician to my house because they're not allowed to touch equipment that's not provided by Cox (in reference to the modem). I tell them that's fine, because I'm not asking them to touch my modem, I want them to check up on their own equipment! The agent then goes back to insisting that the issue is with my brand new equipment. Well, of course it is, because Cox is just infallible, right?! At this point, I'm ready to drop Cox all together. I've never had such a poor customer service experience in my life. I worked in customer service for a number of years, and it never once occurred to me to tell a customer "it's not us, it's you" if I hadn't already exhausted every possibility on our end first. It's a shame too, because this is really the first issue I've ever had with Cox. At this point, the hot spot on my T-Mobile phone isproviding a more reliable connection for my home than Cox seems able to. In the meantime, I've talked with co-workers who live in nearby cities who've told me that their Cox service has been out for the exact same amount of time, with the exact same symptoms (modem suddenly receives no signal), who've been told the exact same thing by customer service agents (go buy a new modem), then been treated the exact same way after the recommendation doesn't work ("it's not us, it's you"). Is anyone else starting to see a pattern here?
Refund my $200.40 ASAP
I called Cox to report that my internet is not working after trying so many times to do it by myself. Cox rep was pushing to dispatch a Cox Pro to fix the issue. He mentioned that if its Cox failure, Cox will take care of the charge which was $75. Cox Tech showed up next day, and after several attempt. He realized that its a Cox problem and he needs to do some wiring check (Per his saying). He did some wiring adjustment outside my home, later he pushed again to have their rental modem. The excuse was that Cox modem has dual band 2.4 and 5Ghz, and mine is only 2.4Ghz. And he mentioned that it will be free of charge for the next 10 days if I'm willing to return it. I had a feeling that there is something going on so I returned it next day, and Cox is charged me $0.40 for one day rental !!!!!!! And by the way, my modem works just perfectly up to this moment I'm writing this paragraph. Now, here is the big dilemma, first of all, per your technician, there was a loose connection outside my home so since it's outside my home, logically I'm not liable to it which means it's something that Cox should take care of it. Otherwise you should charge me for a connection issue that happens in Mars !!!! And second, I was told that the charge of the tech is $75, for God sake, how come the $75 become $200 !!!!!!!!! Be careful of Cox tech support, all I was told is fake, tech rep was lying about the $75 charge, and Cox tech blamed me for the fault, though he spent most of the time outside our building doing something I have no clue about. And worse than that, I was told that the their modem is free for the first ten days...... Please train your crew very well and let them sue they don't push or say none sense things, and keep in mind that there are tons of internet providers looking for customers. DO NOT PLAY THESE GAMES OR IT WILL BE MY PLEASURE TO SUE COX, REFUND MY $200.40 ASAP.
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.
Cox is officially the worst company I've ever had the pleasure to deal with, NO FREAKING JOKE HERE!
Yes Cox **, I have Gigs blast and often times had better speeds when I was on 300mbps...i called for a technician to come out and check the system for both my internet and television... Well I did a test while I was on the phone with the tech and my speed was not quite 400mbps...ihave a program that monitors my speed coming into my house... I looked at the log file when the technicians got here, of course they checked the outside connection first, my connection speed leading up to the day they got here increased from the day I made the appointment until they knocked on my door and said there are no issues outside to 700mbps WOW. They said it has to be with your equipment which I have my own modem, because with their modem on the 300mbps plan I had good speeds ar the medem but couldn't get those speeds after their modem did all the bottlenecking protocols lol.🤣So I bought my own modem with a separate Wi-Fi router, my speeds increased two fold, to above what my limit was supposed to be. I said get your equipment and hook it up, well they said they don't have it on the truck. IMPORTANT NOTE HERE: They were supposed to bring new equipment with them because I didn't have their correct modem for Gigablast plus my contour equipment is almost 3 years old so I don't have any of the features I'm paying for that came out 2 years prior lol.🤣This all occurred over a month ago... Present day my logs show nothing over 300mbps in the last 30 days and I still don't have my new equipment from them which they charged me a $75 service call because they didn't find anything wrong and they were supposed to upgrade all my equipment, which didn't happen because they didn't bring any or didn't have the correct equipment lol.🤣ANOTHER NOTE: In order to get the latest equipment and avoid the $75 service call fee is you have to exchange it at their closest location, well guess what 'I'M DISABLED' and can not physically disconnect the equipment put it in my van, exchange it and then reconnect everything to when I get the stuff home... Nope Cox doesn't have anything in place to wave the fee automatically, I have to call back and some how prove to someone on the phone that I am physically unable to complete those tasks lol.🤣