Cox Communications Inc Complaint - Cox strong-arming people into buying modems from them?
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 And they claim that our modem is "outdated," but it worked perfectly until the day after their email came.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.