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Lack of tech support/knowledge
Posted by Bfriended on 05/25/2003
PHOENIX, ARIZONA -- I have had Cox Internet for almost a year now. During all but the last two weeks, I have never, EVER had more than a couple of minutes down time. I have been so happy with the service. I bet once a week, I have told someone how happy I am with the cable internet.

About 2 weeks ago, at around 11pm, my internet went out. No big deal, figured it would be up in a couple of minutes as always. Sure enough, it was. But, about 1/2 an hour later, it went out again. Hmm, that never happened before. But a few minutes later it was up again. From 11pm to 3am, it happened at least 5 times. No big deal, just a small problem compared to the amount of time it HAS NOT been down since I first signed up.

The next night, about 11:30pm, it went down again. No big deal. It will be up in a minute. Sure enough, it was. Oops. 20 minutes later, it is down again. Here is where the fun starts.

I called the tech 800#. A guy answers, I give my account info. I tell him the problem. No pause from him, he says, "I don't show an outage, we will have to send a tech guy out". OK, that is fine. He then tells me that there will be a charge for him to come out. "WHAT!" Is there nothing you can check there first before sending someone out. "I am afraid not!" I hung up on the guy, called back. The next lady tried to schedule a tech guy immediately too.

I called one of my employess that I was talking to online when the cable went out. He lives over 20 miles from me. He has Cox Cable internet. He was down too. So, I told him to call also, and I would, and we could compare notes.

The lady I talked to on the third try, ran a few tests on my modem this time, checked the Ping time, all was well. She said since she could find no problems then she would have to send out a tech guy. I politely declined, and called my employee back. He informed me that they were showing no outages, that NO ONE else had called in, and his was obviously an isolated incident and they needed to schedule a tech guy to come to his house.

Meanwhile, both of our services had already been on for 10 minutes.

This has happened every morning and night for the last 2 weeks. When you call, nothing is wrong that they can find, and no one else has reported any down time.

I own a Web Hosting and design firm. I have 123 employees between 2 companies. I had one of my designers set up a page for my employees to sign into and document the down time they are having (yes, all of the people reported close to the same outages). As well, I had them all note what happened when they called the 800#. 91.2% of the time, they have been told that they must schedule a person to come to their house. 43.7% of the time, the outages reported are at the same time. Please keep in mind that not all of my employees are on line at the same time.

This is crazy. Yet Cox refuses to even admit that there is anything wrong, and everyone that calls is being told that they are the only person experiencing the same problem.

     
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Posted by Anonymous on 2003-10-31:
Just to let you know some problems may not show up on the test that is ran from an office possibaly in another area or state. I have had the same problem myself and I was told the same thing. Yes, I was upset but I did allow the tech to come out and take a look and the tech found the problem. He was very nice and understanding. I guess my point is don't let the call center get you upset I was told it is easer to find the problem in the field. Also ther was no charge because it was not my personal equipment.
Posted by Anonymous on 2003-11-20:
I would like to defend the tech support at Cox. I am a tech for Cox, and when you call in we pull up your MAC ID on your modem, place this info into a tool that talks to your modem, if at the time we send the signals to your modem all is fine, then there is nothing much more that we can do but sched a tech to come to your house and check your area. The only time there is a charge for a tech to come out to your home is if it is a non Cox related issue, then for our customers in Az, you have the option of buying csap insurance that will pay for any service charge Cox may apply. I just think it is funny that when customers call in on the phone with problems and think there is some magic switch we can flip over the phone to get your system running. Think about it, if your connection is not getting a signal from our server there is nothing we can do but sched. someone to your home, if there is a signal to your modem we will help you get back online over the phone.
Posted by Anonymous on 2003-12-05:
cox is horrible, you should be ashamed. I've had the tech's come to my place twice this week, each time saying the internet should be working, it does for about a day, then just craps out, and i lose a ton of packets. why am i payin' a months subscription, when i'm not gettin' a months worth of service? BOO! btw, it took me like an hour just to get to be able to post this steam i'm venting
Posted by garold on 2004-07-19:
cox doesnt charge for a service call unless your home wiring is bad, or your modem is bad, if you rent the modem we replace it!! even if it is your home wiring that is bad, you have the option to get the cox assurance plan for like $1.95/mo. and can cancel at anytime!!!
have the tech come out and get you fixed up!!
Posted by JasonJD on 2006-06-15:
A similar thing happened to me and I discovered it was the coaxial cable that my modem was using.
Posted by Ladderman on 2008-04-06:
If you are having intermittent issues as that, another idea is you have what they call return noise coming from your house, or on the mainline from another customer's house. Return noise is unwanted over the air interference, which can get into your cable line, and play havoc, with your service. Many cheaper television sets will do this alone. You need to have a tech come out with a specturm analyzer to see if you have that in your home or not. Also your modem MUST, be plugged in to a grounded AC outlet. Modems and digital boxes will have all kinds of issues in homes which do not have electrical wiring up to code. Techs should have these polarity testers to check that. If your particular AC outlet is not grounded, that can be an issue. Also that is not Cox's fault if that is not resolved by the customer. Grounding is everything.
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Toshiba Modem PCX1100U
Posted by Hc62B24 on 03/20/2005
CHESHIRE, CONNECTICUT -- I thought I was going to lose my mind! I had Internet access at the speed of light one day &
slower than dial-up the other. I could not troubleshoot the root cause? The inconsistent behavior had no pattern at all? I contacted the Cox 800# and the sent out a technician. The technician told us several things that could be the problem. All the suggestions had nothing to do with Cox, but suggested my software, Firewall, cable wire, PC location....

I had checked all of these so I was quite upset. A few days later I requested another technician to come out. This gentlemen was a bit more informative. He said that he has seen the problem I was having with several customers that owned the Toshiba PCX1100U Modem. He indicated that the Cable Modem I purchased through Cox "Toshiba PCX1100U" is no longer receiving updates from Toshiba. He said that Cox continually sends out network updates and since Toshiba is no longer upgrading it will not synchronize properly.

He said that until Cox determines this Modem to no longer be compatible I would have to keep it or buy a new one. If they stated it to no longer be compatable, they (Cox)would be responsible to give me a new one. After a bit of talking he managed to get his boss to agree to replace mine for free.

What concerns me is that others may be going through this as well. Additionally, the modem is
still listed as compatible on their web site!( http://support.cox.com/sdccommon/asp/contentredirect.asp )

I have not had any issues with Cox outside of this, but I would hate to think that someone else
may also be suffering with this mess.
     
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Posted by Techman on 2007-08-04:
Very common. Modems will go out of date eventually. They call those retired modems. You will get knocked offline intermittently off and on. That is why you should rent one from them. Why buy a new one from time to time.
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DMCA Violation - Service Shutoff For Downloading A Copyrighted File
Posted by Churro on 02/15/2012
Yesterday my wife says the Internet is down. I unplug the cable modem and the router and then plug them back in. After the light show dies down I give it a test on the iPad. Interestingly enough the web browser got redirected to a message from Cox stating my Internet service has been temporarily disabled due to a Digital Millennium Copyright Act (DMCA) complaint they received. The message went on to explain the DMCA that was signed by Bill Clinton and cited the particular file down load that violated the DMCA. Cox stated that said file must be deleted before the Internet suspension could be lifted and that if said file is not deleted and/or future violations occur my Internet service with Cox will be terminated permanently. Then there was a [Click Here] link to restore service.

Okay, so I knew it wasn't me or my wife who violated the DMCA so I asked the fifteen year old about the particular file. He fessed up then I took his wireless dongle. He said that's not fair I need a computer for my homework. My retort was simply his library card and Nikes. Kid, it's a mile and half I'm sure at your age it'll take you all of 25 minutes to walk there. He started to say something else and I asked do you really want me to hold your HDMI cables hostage? He got the point. I figure with good behavior he'll be back online with cox in a week.

I clicked the restore service link which did immediately restore service kind of like clicking the I agree button for free hotel wireless Internet.

The file in question was a torrent downloaded from some torrent web site. He wasn't quite sure which site and since I did a factory restore on his computer before checking his history we'll never know. Let this serve as a warning to those with Cox Internet that they are very receptive to DMCA complaints and take action upon them.
     
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Posted by MRM on 2012-02-15:
Wow! This is why if Im going to download illegal stuff, I park by a hotel to do my illegal activites and their internet speed (1.2 Mbps) is faster than my DSL!
Posted by Churro on 2012-02-15:
MRM, Whose internet would you download it on?
Posted by MRM on 2012-02-15:
Churro, I edited my comment above.
Posted by Churro on 2012-02-15:
Ah, you're a clever one you are MRM.
Posted by MRM on 2012-02-15:
I have Verizon DSL and so far I havent received any notice. But after this post, it is a real eye opener.
Posted by MRM on 2012-02-15:
Just to satisfy one's curiosity heres what I downloaded while I was parked by the hotel:

The Big Bang Theory Season 5

Colombiana

Whitney Houston songs
Posted by JISCal2 on 2012-02-15:
I have Cox internet. Good information to know. Thank you, Churro!
Posted by tnchuck100 on 2012-02-15:
McDonald's WiFi??
Posted by MRM on 2012-02-15:
Posted by Mean Mommy! on 2012-02-15:
He hehe! I thought I was the only one who took off wires to discipline. Works doesn't it? All I have to do it reach behind the computer and I've got the sweetest angles around!
Posted by yoke on 2012-02-15:
hehehe another way to discipline is to take away batteries. You are not taking away the phone, tv, internet, games, etc...just the batteries needed to work them!
Posted by DebtorBasher on 2012-02-15:
I just reach out my hand and tell my niece, 'You know Aunt Basher's rules.' and she hands over her phone...when her work is done, she gets it back. She's a fast little worker when she knows she can't text or check any of her messages until her work is done.
Posted by lexophiliac on 2012-02-15:
Who complained and how did they know? *Note to self - From now on download the dirty on the neighbor's pc while they're at work*
Posted by Mario The Great on 2012-02-15:
Anytime that someone downloads a torrent from somewhere, it registers a flag with Comcast, Cox, whomever. When I downloaded new releases 2 years ago, Comcast disconnected my internet and then I had to call them as they let me know quite clearly that future violations would result in permanent suspension of my internet service and possible referral to the authorities. Sooooo...I paid 20 bucks a month for city wide wireless and downloaded roughly 100 new movies over a period of 5 months. Never had another interruption from Comcast. :)
Posted by MRM on 2012-02-15:

The Diary of the intelectual property kleptomaniac:

I just park by the hotel and download movies, tv shows, and softwares. Depending on the number of seeds on torrent and the size of the files you'll be waiting for awhile for the download to finish.

Make sure to bring a cup with you so that you can pee. I try not to step outside of the vehicle while Im downloading stuff.
Posted by madconsumer on 2012-02-15:
this is a most very helpful review!!
Posted by clutzycook on 2012-02-15:
Wow. Whoda thunk? And all those torrent sites are up in arms about SOPA and whatever the other now-dead bill was. Shoot, Big Brother has been watching us for over 15 flippin' years!
Posted by Mario The Great on 2012-02-15:
I just downloaded Puss in Boots. Pretty funny movie.
Posted by MRM on 2012-02-15:
I'll download that movie, Mario based on your recommendation! I could have rented the movie for $2.99 at my local video store but I'll use that to buy lotto.
Posted by Mario The Great on 2012-02-15:
LOL - it's a funny movie. Tell me what you think the funny parts are. Have you seen DINNER FOR SCHMUCKS? It's also a funny movie. I keep inviting Huck, Churro, and little to Dinner, but I think they know. The gig is up.
Posted by GenuineNerd on 2012-02-15:
The one time I tried to download music MP3's from a P2P torrent site, it ended up putting a nasty virus on my computer...a friend of mine who works in IT was able to remove it. (I had Time Warner Road Runner at the time). Only downloading I do now is from iTunes and Amazon.
Posted by MRM on 2012-02-16:
Genuine, how can a MP3 file have virus in it, not unless you downloaded a .exe file and extracted the MP3 file. I have downloaded tons of MP3 files from torrent without being infected by viruses.
Posted by Alain on 2012-02-16:
Thank goodness I'm an untalented technogrouch and don't know how to do these things! Good warning, though, Churro to keep me from getting curious!
Posted by GenuineNerd on 2012-02-18:
In my case, it was the program I used to download the MP3 files that put the virus and malware on my PC. Not necessarily the MP3's themselves. The tracks I did download came out OK, but I had to uninstall the program I used (I think it was Azureus) because I was getting constant popups, as well as my machine running as slow as molasses after downloading the program. I'd rather pay 99¢ to iTunes or Amazon, or use my turntable or casssette deck to download music, than take my chances with P2P sites.
Posted by MrTwobit on 2012-02-26:
So Cox gives away private info on n unproven charge, and then by-passes the court system. Cox should tell DMCA to get a warrant!
Posted by Rob on 2012-03-06:
My question is, has no one wondered how they are legally seeing that you have illegal files on your PC? DMCA only allows them to monitor files or email on their servers. So are they holding these illegal files before they send them to you?
Posted by fred039 on 2012-05-14:
Cox probably flagged the traffic and send a notice on its own. That fits with them having a person click an "Ok, I promise I deleted it" button to restore service. More than likely, they are taking a proactive approach rather than get issued warrants. Afterall, fighting, or complying with those is on their dime. At least until they raise rates to cover it.
Posted by Pip on 2013-06-08:
Use a "hide my ip address" software
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Cox moving channel to premium package
Posted by Sandraluiza on 01/02/2011
LAS VEGAS, NV, NEVADA -- I am unsatisfied with cox cable and internet services and can hardly wait to drop their services. Cox is CONSTANTLY moving channels to their expanded package to motivate us to pay almost $20.00 extra if we want to watch that channel.
I think what we need to do is put together a petition motivating them to lower the price of basic services every time they steal any channels or exchange it for another infomercial channel. Recently we "lost" channels 46(hallmark) and 60(discovery health. I am so disappointed and pretty angry too. Also, we have been having problems with the quality of TV and internet, which they recently raised the prices for a "higher speed" but it is just a bunch of crap...speed is the same, only prices and higher.
Sandra, Las Vegas

     
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Posted by GenuineNerd on 2011-01-02:
As of yesterday, the Discovery Health channel became OWN-The Oprah Winfrey Network. Whether OWN is part of basic cable or the premium tier in your area, I don't know offhand.
Posted by Anonymous on 2011-01-02:
I have Cox and these channels have always been on a higher tier. I don't watch them so I wont pay for them.
Posted by sandraluiza on 2011-01-06:
Discovery health became OWN but also moved to premium package only.
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Cox Communication - Incompetence at its Best
Posted by Fayevorite on 12/15/2009
ARIZONA -- I recently had the unfortunate experience of establishing service with Cox. Their personnel are rude (I've been hung up on), they are incompetent (I've had to contact them repeatedly to have issues resolved), I've been sent (by them) in so many different directions that I am convinced that they do not know what they are doing. I've dealt with employees both at a local facility and over the telephone... my experience was the same with both.

I recommend that you do not use their services if possible... go with another company for your telephone, cable and internet services; otherwise you risk the same amount of frustration and upsetting emotions that I did dealing with Cox.
     
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Posted by goduke on 2009-12-15:
It must be a regional thing. I use cox for cable TV and internet, and have had exceptionally stellar service, all the way from the install, to changing packages around, to having signal problems (box lost authorization). Everything's always been taken care of on the first interaction.
Posted by CSD on 2009-12-15:
I am curious what you were saying to the person when the hung up on you?
Posted by Anonymous on 2009-12-15:
You never say what the issue is.
Posted by El Kabong on 2010-02-01:
Have you considered contacting the local media in your area? Many of the local TV stations have a viewer advocate departments. I believe a local TV channel would jump at the chance to take up your cause seeing that you have documentation. I wish you success in your quest.
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Cox strong-arming people into buying modems from them?
Posted by Saffronfinch on 06/07/2010
We have Cox cable internet, which we would love except that it goes out for long periods of time, and that it seems like they are scamming people into buying new modems.

We got an email yesterday stating that they have found problems with the model of modem we have and people with this modem should buy a new one from them for a discounted price. Our modem has worked perfectly for over a year and a half, no problems. Until mysteriously, the day after this email is sent to me, our internet goes out completely.

They claim it is because they upgraded their services and now this modem is not compatible. I wanted to know why, if it's caused by something THEY did, that I didn't ask for, that I have to pay for this new hardware. I didn't ask for upgraded service, and am not even really getting much of an upgrade as far as speeds go, with this alleged "update." They said that if we had bought our modem from THEM in the first place, they could've upgraded it for us for free, but since we bought ours elsewhere, there's nothing they could do. That, to me, is a horrible way to treat people who have used your service for over 10 years but just didn't purchase a modem from you.

They also told us that we could keep our modem and it would work fine, so long as we downgraded our service. So, basically, my options are to pay them $40 to keep the service I have, or downgrade to slower internet even though I was having a fine time with the service I had until they decided to blacklist my modem.

After getting the run around from associates at the store and on the phone, we found out that we never even should have gotten the email we did, as the "upgrades" they did shouldn't have affected our service because of the package we have. However, when we went into the store, they were happily selling brand new $40 modems to people without even letting them know that the email was inaccurate and they didn't need it.

They are causing problems ("upgrading") and blacklisting a popular modem to drive sales for their own sponsored brand of modem, more or less, it would seem. And they claim that our modem is "outdated," but it worked perfectly until the day after their email came. I don't think that's a coincidence.

They do have pretty good internet, when it actually works, but I think their business ethics are horrible. I was disgusted as I watched the sales guy sell an elderly man a new modem that he probably didn't even need, just because the guy asked about the email he got. He didn't check his plan or anything to see if he even needed it, just sold it to him and promised him it'd make his internet go faster. He completely took advantage of this man because the man didn't know any better and took his word for it. I am assuming they are making a lot of money off of people who got the email and didn't call to find out that they didn't need a modem and just went in and bought one, just like that poor elderly man.
     
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Posted by Weedwhacked on 2010-06-07:
Don't let strong arm tactics make you buy more than you need to. Yesterday I went to my wifes cousin's house and they told me that AT&T advised them that they need a new phone jack to use with their computer for DSL service. We were there for dinner and I went to Walmart and bought a USB network adapter and configured it to their new AT&T gateway. Internet is up and running and I advised them to call AT&T and let them know they do not need another jack. The home is now wirelessly equipped.
Posted by CoxTech1 on 2010-06-08:
I apologize for any problems you have been experiencing with the Intenret connection. If you want to email me at hrd-hsi.newsgroups@cox.com I'd be happy to look into this matter further and find out what is going on.

--CoxTech1
Posted by ChrisT05 on 2010-06-17:
I had heard that in some parts of the country they are upgrading to the DOCSIS 3.0 standard, maybe that had an effect? although it's supposed to be backward-compatable.
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We have had nothing but problems with the system and the customer service
Posted by Horseattire on 10/14/2009
PHOENIX, ARKANSAS -- I have had to have the box replaced about 6 or 7 times already, so for what they referred to as "A most valued cox bundle customer" they offered me 1 yr free of Cinemax On DEMAND, I called and asked what I had to do, I was told I would get channels 220 to 224 plus 780 and channel 1, I said but if I pick a movie from channel 1 I had to pay, she said no, it is free and included with the Cinemax on DEMAND.
I hung up, I haven't used channel 1 before since I don't pay for movies threw them it is cheaper with Netflix, but what the heck, I canceled my Netflix and started watching the shows on channel 1.
Then the bill came and I owed them $123.00 for the movies on channel 1, this was just from last month, not to include the movies I had watched this month, so it would end up about or over $200.00
I called customer service, told them that I wasn't informed properly, that I had to scroll down and find Cinemax On Demand and only those movies where free, when I was told that Channel 1 was free, and told that it was included in the Cinimax On Demand That I could get the movies on channel one for free.
Basically I was told that I must have misunderstood what was told to me, but he, the billing supervisor, would be willing to take off $100.00 but I would be responsible to pay the rest, I have used Cox Cable for 17 years, and at no time ever purchased a single movie from them until this offer had been given to me, I have had trouble with the computer high speed freezing up, my cable going out, my boxes freezing up, not recording what I had programmed, only recording 1/2 of the show, going thru 6 or 7 boxes, and they won't say " Yes there must have been a misunderstanding, we can take that off of your bill, I asked them to listen to the taped recording of the call, and listen to the sales representative and how I could make a misunderstanding because she did not clarify that Cinimax On Demand on channel 1 is the free movies.
He offers me a take it or leave it.
I agree to pay the remaining balance right then or pay the total amount. if they listening to the tape and find me at fault, I said I know she didn't clarify that only Cinemax On Demand, on channel 1 was free, and that I shouldn't have to pay for movies I would have never watched if it were explained properly, that he needed to listen to the tape.
He called me back and said that the sales representative did explain to me that on channel 1, that Cinimax On Demand was free, I said I want to listen to the tape, he told me I had to have a subpoena to get the tape recording, and since I declined on the $100 off of my bill he now will only take $20 off of my bill.
I spend $140 a month for the service and have for many years, and this manager is being obnoxiously rude and a bit snotty, he kept interrupting me, when I told him, "Why would I, all of a sudden, start buying movies after this phone conversation with this sales rep, and only after this phone call, I watched a movie a day, sometimes 2 movies a day, and some of them I didn't even watch the entire movie, I thought they were for free, I just couldn't make this man understand that I needed more proof that I was at fault, and not that his employee didn't explain it properly, I asked specifically if it were for free because my husband kept telling me it's not for free, you will end up having to pay for something, they always get you some way or another.
Well I am, because he just kept telling me it was my fault, and since I didn't take the offer before he listened to the tape I would end up having to pay about $180.
It ended with me asking to be referred to his supervisor, he said this conversation is over and he will have his supervisor call me if that is what I wanted.
After making thousands of dollars from me it is just so remarkable to me that they would be willing to lose me as a customer over a $200 bill.
Can all customers who have been over billed or mistreated get together and take legal action?
     
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Posted by Anonymous on 2009-10-14:
The on demand programming that will apply a charge to your account have a dollar amount in the description of the movie. The on demand programming also has a pop up warning screen that says you are about to make a purchase, they list the title of the program/movie and the amount you will be charged. Are you saying that these dollar amounts or warning messages did not display on your TV? If they did I would take that as a warning and call customer service to clarify what the salesperson had offered you.
Posted by Ytropious on 2009-10-14:
What would make you this the PPV movies were free? You are getting Cinemax on demand FREE (it's not free to non Cinemax subscribers), there's a special menu for that in channel 1. Also Free zone is where you go to watch stuff for free. I think the customer service rep just thought you had more sense then you did.
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Overall bad service
Posted by Dmoore111 on 01/20/2008
HENDERSON, NEVADA -- I have the 3 package bundle at Cox in Las Vegas. What a nightmare! I have phone, internet and HDTV cable. About 2 years ago it started. We've been with them since 1991. My husband passed away so I went down, with death certificate to put it in my name. They assured me, nothing would change. The next month, the bill did NOT autopay, as they had put a dash 1 (-1) on the end of the account and my bank didn't recognize it. Like others, I had to pay a reconnection fee.. but worse, I had to worry that my 805 credit rating might be dinged. From there on in, the nightmare started. And I can't remember all, this is just some. First, I've had techs out to my house 7 times, due to my HD picture FREEZING on certain channels (conveniently, always during an NFL game). Prior to the tech though, I spend 45 minutes each time, having them tell me to unhook all cables (My Sony weighs 378 pounds and is NOT fun to pull out of the cove it's in)..

They then reboot, which takes 12 minutes to fully load. Sometimes it works, sometimes it doesn't, in which case a tech is sent to the house. They first said it was a splitter for the wires that split to my computer... bing, my internet went down. Luckily, I was smart enough to check the net before the guy left... but he ARGUED with me that he hadn't done anything to cause it.. but I stood my ground and he finally radioed in for help and got it fixed. A few other times, they said it was the metal connector.. They change it, leave, and within weeks it's doing it again. so they bring another tech and replay the scene. One time, they said it was the junction box in the neighborhood, but isn't it suspicious that when I asked 3 neighbors, I was the only one with a problem. Another time, he said my cable box was so hot that he was amazed I could even get the time to display (it sits on a shelf, by itself.. so nothing I did caused it to get hot) Another insane issue. I use their Webmail.

I'm a developer.. I wrote a suggestion that they move their Entertainment Link a little further away, or lesson the size of the 'radio button' so that when we attempt to hit 'SEND MAIL' that it doesn't accidentally click the Entertainment button. Can you believe, I received an email back saying, "We are sorry you are having problems logging in." So I wrote a step-by-step procedure on how to duplicate the problem and sent it straight back to the person who wrote his response. This time, a second tech answers, "We are sorry you are having connection problems." I then hit 'reply' and ask him where in my email does it mention any such connection problems. I'M NOT HAVING CONNECTION PROBLEMS".. I then asked for this to be forwarded to a supervisor.. The supervisor answers, "We are sorry you are having problems logging in." GRRRRRRRRRRRRRRRR

Another problem, I decided to take the 'bundle' package (net, phone, cable) for $99. Well, first off, if you want call waiting, it's an extra $15. I had been paying $30 for my old phone service. With the bundle she quoted, it would have saved me $10 per month.. Ok, I CLEARLY asked if any phone worked with their digital service. They said yes. Nope! After the first day, my phone wouldn't dial out. They sent a tech (who always shows up on a different day or time than scheduled) so my teen didn't have a clue what to tell the guy. The tech picks up the phone, says, "She has a dialtone" and writes the ticket as fixed. so, I call them back out. Second guy can't fix it and doesn't know why.. leaves with the ticket 'unresolved'. Now we are in to 12 days without a phone. I finally get a tech on the phone who informs me, those $19.99 phones that I had, do not work.. They have to be X megabite digitals (I think 56mb). I call back to the sales lady and demanded to speak to the VERY person who sold me the package and said all phones worked.

She gave me a $50 credit towards a new phone. Then, after 3 months, my bill jumped up $10. When I called they said, "Oh, that was a 3 month special. I answered, "Why would I have bothered with all these changes and phone outages for a $10 savings only for 3 months." Her reply, "I'm sorry. She should have told you that." Another issue... when I signed up with them, I had a published number with the old company. Using my first initial of my first name so that nobody knew I was a single woman. When the book comes out, they have my full name. So in October, I call and decide to just list it as unpublished. From having worked for a phone company for 4 years, I KNOW there is a deadline to get the info to the phone book company. So I verify that I'm not paying $2.75 per month for unpublished, if I have just missed the deadline. He promises I'm within the time frame. The phone book comes to my house on January 9, STILL WITH MY FULL NAME. This time, I asked to speak to a supervisor. Her and I walk through the whole 2 years of issues.. one by one. She was very kind.. and asked if I would allow her to use my account for training purposes.

Absolutely.. And my whole phone call, prior to speaking to her, was to just stop the unpublished and quit charging me the $2.75.. why pay for something each month once the damage is done? Well, low and behold, I receive a letter in the mail yesterday that says, "Thank you. This is a confirmation that you want your number UNPUBLISHED." First off, didn't any nitwit that looked at this, question why an unpublished number was being requested to be unpublished? HELLO? ANYONE OUT THERE? But more so, don't you think that supervisor would have said, "Hey, let's make sure we do it right this time, being this account is going to Executive Escalations for training?" I then go sit on my couch to watch the evening news...

Low and behold, my picture starts freezing again.. It is so bad that when I called, the automated voice says, "We see you just called today. Is this regarding the same issue you had earlier?" (do they really have a voice recording for people who call multiple times a day?) so after waiting 24 minutes (my new, digital phone has a display of how long you've been on the phone)... a guy reboots me.. and when that doesn't work, he says, "well, until the tech gets there next Wednesday (it's Saturday), there is a trick. Just plug your cable wire straight from the wall, into the TV. You won't have HD anymore, but that will get you through tomorrow's playoff games." So, another tech is scheduled for Wednesday.. that's 8 times in 20 months... equaling, once every two months I have Cox in my house.. maybe I can write them off as dependents... but I'm obviously not 'head of household' as I have no control over nothing.

     
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Posted by Ladderman on 2008-03-13:
Sounds like your digital box tiling issue could be do to your internal wiring, or how your lines are being split. Depending how many cable outlets you have, you may or may not have signal issues. Your digital box should not be off the same splitter as your modem, unless you just have the one tv, and modem only. You could have a bad outlet,or a bad line from your pole for example. Those technicians should have a meter to test your signal in the first place. What you need to ask for, and should have a long time ago is a supervisor to look at it themself. That is after you go to the local office to ask for one.
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Cox Monopoly
Posted by Consumers Rule! on 01/11/2006
TULSA, OKLAHOMA -- We would give anything not to have to be at the mercy of Cox Cable monopoly. Their customer service, if you can call it that, is horrible. The internet techs had everything so messed up. Seems like with every call we made, the problems got worse. We are flooded with spam and pop ups and virus.

We were told that the Cox security service (Authentium?) got a virus and it impacted our computer. We never got any help at all. We had to spend a lot of money to fix the problem caused by their internet security program they tell us we should use.

They reel you in to sign up for services and then just kind of leave you hanging. For senior citizens who are just trying to get to know how this all works, it has been a virtual nightmare to try and figure things out. In the end we spent a lot of money to get things right.

They say that they are our "friend in the digital age". Well no friend we have would EVER treat us this way.

Message to other cable and internet companies across America - PLEASE move to TULSA, OKLAHOMA!!! We need good competition here!!
     
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Posted by Consumers Rule! on 2006-01-11:
Actually, Cox offers an anti-virus Security Suite that is handled by a company out of Florida. Apparently On 10/10/05, that company itself got attacked by some virus that subsequently impacted some Cox customers. When the consumer got no help from the company in Florida, they turned to Cox because after all, it was Cox's suggestion to use this security suite. (They still offer it today) The problem seemed to get worse before it got better with each call to tech support and in the end, never was fully resolved. Cox should not be offering a security suite unless they are going to stand behind it 100%.
Posted by bill on 2006-01-11:
Switch to DirecTv for your internet and tv service. You might also check with your phone company and see if they offer DSL for your internet.
Posted by miketech on 2006-01-12:
On the Internet "Trust no one!" and "You are never safe" There are so many exploits, virus, spyware, trojans, hackers, ect, ect.... on and on out there today, tommorrow and it's only going to get worse. I do computer work and I know enough to know that even with 2 anti-virus programs and 3 spyware blockers some people are still going to get bit. It's dangerous out there don't let anyone kid you. The Internet is like Tombstone on Friday night without Wyatt Earp and Doc Holiday.
I'm not defending Cox with this I think they should have help the affected customers.
I just want to point out that it's dangerous out there. It's to the point where I use two computers one for work and secure net stuff and one for the net suck as this and general surfing. It's only a matter of time till a big player such as Norton, McCafee or Microsoft gets a vunerability in there software that affects the auto updates and really friggs things up for millions on one day. If you've made it to the end of this I'm sorry for going on and on.
Posted by Techman on 2007-08-04:
Don't blame Cox. You think they were praying for a virus to hit the system? Don't think so. They are no happier than you are. Be happy Cox offered a service like that, because they do not have to.
Posted by Ladderman on 2007-08-12:
Why are you blaming Cox for. For goodness sake you want them to wash your car for you too? They are not responsible for what you just stated. No communications company is. You as others out there that like to blame cable companies for everything that goes wrong in your life, need to focus on someone else. Sick of bullies these days. I can think of bigger life issues than that to get worked up about.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Failure and refusal to honor verbal agreements or give written confirmation
Posted by Legalredhead42 on 03/11/2014
OMAHA, NEBRASKA -- 9/27/11 - Got deal from Cox from contract solicitor cold call - one month free premier internet, then $59.60 per month for digital cable plus premier internet - for as long as I have both services. Called Cox again because bill was more than quoted 9/27. Was told the permanent package I was quoted was never available. Was given package with lowest web speed and digital cable for $59.85 including taxes, but it expires in May – see below on 3/29/12. Cox called and offered 24 month price lock on this deal. Took it, expires 3/29/14. $59.85

6/4/12 – Bill not as promised. Rene at Cox gave me cable + net for $49.80 for six months - expires 12/3/12 – tape recorded on phone.

9/15/13 Modem ceased working. Called Cox. Was told I had to buy a new box. Found one on Amazon and ordered it. Installed it and still had problems, so called Cox. 9/20/13 got two year price lock at $71 from Cox with 4 Starz channels free and 5X faster internet speed. This was because I had to buy new modem/router for $150 from Amazon when I should have gotten one for free!!! Lady I talked to had been with Cox for 25 years – Joanna. Requested written confirmation – was told it wasn’t possible. Professional troubleshoot and install set up for 9/27/13.

10/21/13 - Bill came – not as promised. Talked to Amy in Customer Retention. Got HD box plus 1-70 plus Stars plus BTN plus other assorted channels with insurance and Essential Internet with price lock guarantee (no price hikes for two years, other than those listed below) for two years: First six months $99.63 including tax (through 4/21/14) Then $109.63 for the next six months (4/22/14 through 10/20/14) Then $124.10 for the next year (10/21/14 through 10/20/15) (this is the regular price, so going forward after two years, it should only go up a little, if at all, EXCEPT have to cancel Starz or will be billed for movie channel at regular rate!!! Requested written confirmation – was told it wasn’t possible. Recorded conversation.

3/10/14, got a bill for $105.80. Called and talked to David in Customer Retention. Said I wasn't price locked on internet and price expires 3/21/14. He said it was impossible to give me the deal I was promised. Gave me a credit of $6 for current bill to bring it down to $99.80. Gave me yet another new deal for internet and cable with supposedly same exact terms, except bill will be $107.40 starting with April 2014 bill through October 31, 2014. Then bill will go up to $122 through October 26, 2015. He said he would make detailed notations in case something happened again, but could not give me anything in writing, as usual. Recorded conversation.
     
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Posted by jktshff1 on 2014-03-12:
A verbal agreement is as good as the paper it's on.
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