Cox Phone Upgrade Incompatible with Home Security System - Still
Really. It appears that Cox is still doing nothing to address this, as we just had our phone system upgraded by Cox and our alarm system lost connectivity with the alarm company. This is completely unacceptable. To perform a mandatory migration that requires customers to incur additional alarm service costs, not only a one time equipment charge but an additional recurring service charge, because their upgrade orphans the standard POTS connectivity used by all alarm companies (see related 2017 forum post on "Cox Phone Upgrade Incompatible with Home Security System"). To not give a choice - poor customer service issue #1. To not give notice of the impact - poor customer service issue #2. To not help provide a resolution that doesn't cost the customer initially as well as continually-forever - poor customer service issue #3. Time after time Cox continues to lower the bar on customer service and expectations.
Landline cuts in and out not solved
We havethe ARRIS modem setup where your phone directly plugs into the back. The past 7 month people calling my coxline line cant hear us because the phone cut in and out. Today we received a new ARRIS modem and it is installed correctly and the cordless phone still cut in and out. What should be my next step to check before purchasing a brand new cordless phone system, that may not even solve the problem????
Porting Disconnected phone - Conflicting information - Need help
We had decided not to convert to the new digital phone. Unfortunately, I did not try and port it out (t-mobile) prior to a disconnect. So when I tried porting it, T-mobile couldn't port it. I called COX and talked to a tech who said that he could reactivate the phone at COX so I could port it. It was supposedly done. I tried to port and could not. I called COX again and the tech said that it was active and could be ported. I tried again with T-mobile. Again - it couldn't. T-mobile called COX and THAT representative (not tech support) said that I would have to reactivate the phone by having a service call, activating the new digital service and then I could port. That representative stated that the techs should have known that.That it requires a service call is the deal breaker for me. I can't have a tech in the room where my equipment is located due to a bedridden relative. I asked about a self install kit. That was not allowed either. Well - Which one is it?! This experience has been extremely frustrating. I am getting completely conflicting information. I want to keep this phone number but I don't want to jump through 20 hoops to do it. Thanks
ACTION REQUIRED: POOR SERVICE - Digital Phone upgrade and home alarm
Please see this thread on your forum. http://forums.cox.com/forum_home/phone_forum/f/6/t/18770.aspx I too, am facing the same situation. Cox has told me verbally they cannot guarantee my alarm will work which leads me to a costly upgrade and increased monitoring charges. I have been a cox customer for over 30 years, but that is about to change unless you come up with a better solution than just leaving your customer to deal with the fallout. I went into your cox store and explained the situation. They send out a technician who was supposed to tell me if my POTS line could be back wired to accommodate my alarm. When the technician arrived he was a nice young man (looked like a sub-contractor) but I could tell he only was trained to perform the digital upgrade. When I asked if my alarm would still work, he just stared at me with a blank look on his face and said he would have to call someone. When he returned he stated “they would not guarantee it would work with my alarm and wanted to proceed. Which I said absolutely NO. Were they going to leave my home unprotected and with a link that did not work to my alarm company for safety or fire? That absolutely crazy and libelous on your part. Additionally, they wanted to drill a how through the wall of the garage to mount and plug in the modem. Which by the way I have a large cabinet full of stuff there. And they do not tell you that if the power goes out in your house the modem will not work unless you paid them extra for a battery backup which only lasts for a short time. Come on Cox after 30 years of paying you a lot of money you are going cheap on me. This does not make good business sense at all. I would like a customer service representative and one of your real technicians to call me and explain better options to me, if you wish to keep my business. Dennis Towler Dtowler007@gmail.com