Cox Communications Inc Complaint - Lack of tech support/knowledge
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.