cox communications lousy customer service

Posted on Posted in Services

cox communications thinks its customers are stupid

cox communications treats me like I'm stupid

I've been having issues with my cox communications  Internet starting in january 2014. I was getting about 60 Mbps prior to this issue and now lucky to get 1Mbps. cox communications has come out several times each time its an excuse tried 4 different modems and 5 routers. issue still happens where it either slows down to below 1 Mbps or has t3/t4 time out errors that don't register inside windows it shows connected but can't get a website to resolve or ping modem; All lights working on modem properly. Call cox communications  say they need to send tech out several tech come and always was that they will set me up on monitoring plan and a cox communications supervisor will contact me but hasn't yet below are some screenshots of speed tests and me conversation with cox communications on twitter @coxhelp. 

coxgraph

 

 

Cox communication test logs

 

july results

 

 

Jun 12

Adress is ***** la luna dr henderson nv 89014

cox communications

Jun 12

Can you verify the name listed to ensure we are looking at the correct account? Thanks, Dina 

Onestoptekshop

Jun 12

***************

cox communications  speed tests

Jun 12

There is no outage & modem is online. Please remove the router, any splitters on the line. connect the modem directly to the computer (1)

cox communications  speed tests

Jun 12

and reboot everything. See if this restores your connection, please. Thanks, Dina (2)

Onestoptekshop

Jun 12

I can due that it restores connection then t3/t4 timeout occurs again then have to go through it again and again and again(1)

Onestoptekshop

Jun 12

This has been happening for months they sent out team to replace the unit at the street fixed for couple months now back to same

Onestoptekshop

Jun 12

I would like the equipment at street fixed properly this time with a NEW unit not a refurbished or reused one

Cox Customer Care

Jun 13

**********, I must make an appointment for a service call. The technician who comes out will determine the cause and if outside work is (1) 

Cox Customer Care

Jun 13

needed, he will order it at that time. What day is best for you? Dina (2)

Onestoptekshop

Jun 13

today

Onestoptekshop

Jun 13

Asap i work from home as a IT tech

Cox Customer Care

Jun 13

**********, we don't normally have same day appointments but it looks like someone cancelled. I've scheduled you for today 1-3pm. I need a # (1)

Cox Customer Care

Jun 13

where the tech can call to confirm you're come prior to heading out. Thanks, Dina (2)

Onestoptekshop

Jun 13

**********

Cox Customer Care

Jun 13

**********, I've added the telephone number to your service call. We will see you later. Thanks, Dina 

Onestoptekshop

Jun 13

still waiting tech has not shown up yet

Cox Customer Care

Jun 14

Hi, sorry for the delayed reply. Our records show that the technician came out & completed the job. Please let us know if you're still (1)

Cox Customer Care

Jun 14

experiencing issues with your services. -Renee (2)

Onestoptekshop

Jun 24

Still getting this error from router: No Ranging Response received - T3 time-out. Couple times a day multiple routers and modems used

Cox Customer Care

Jun 25

Oh, no! What about when you connect directly to the modem & test without the router? I think we need to get another tech out to you. -Becky

Onestoptekshop

Jun 25

i agree get this fixed please not the normal techs this is street level issue or more but up to house all replace

Cox Customer Care

Jun 25

Hi. We must schedule a tech to the home who'd make contact with you & share new readings with street tech, as needed. It can be today. -Eri

Onestoptekshop

Jun 25

i'll be here **********

Cox Customer Care

Jun 25

I scheduled the appointment during our earlier contact, for 1-3 today. We'll see you shortly. -Erica. 

Onestoptekshop

Jun 30

still having issues had a senior tech out said he was monitoring it but lost service for 8 hours last night.

Cox Customer Care

Jun 30

Yikes!  Did you have a contact number for the senior technician? -Erica 

Onestoptekshop

Jun 30

7025639933

Cox Customer Care

Jun 30

Hello. Sorry for the late response. Are these the same issues you where experiencing before the tech came out? -Allan

Onestoptekshop

Jun 30

had speed issues it dropped from 24.8mbs to .5mbs when i called and prior to that was getting t4 reboots at modem there is clearly some

Onestoptekshop

Jun 30

issue with infrastructure in this neighborhood cause its getting worse daily

Onestoptekshop

Jun 30

Here is speed test from now

Onestoptekshop

Jun 30

Onestoptekshop

Jun 30

Onestoptekshop

Jun 30

Cox Customer Care

Jul 1

Not all the nearby equipment behaves like yours. A tech can visit you & if determines problem of that level, he'll escalate the matter...

Cox Customer Care

Jul 1

with the newly obtained readings from inside & outside your home, to the technicians, that work on the street level. Please share a day & 

Cox Customer Care

Jul 1

contact number that would work best when arranging for an adult to meet the technician at your home. 

Onestoptekshop

Jul 1

********** any day work from home sooner the better

Cox Customer Care

Jul 1

We can arrive between 8-10 tomorrow morning. Please answer any calls you receive that morning, to allow dispatch to confirm & not cancel.

Onestoptekshop

Jul 1

k

Onestoptekshop

Jul 2

could you let me know if maintenance guy coming today had the guy at 8 come by told me he had to send maintance guy over and would be here

Onestoptekshop

Jul 2

around noon - 2 still not been by

Cox Customer Care

Jul 3

**********, I see the maintenance was completed yesterday afternoon. Are you still having issues? Dina 

Onestoptekshop

Jul 4

still having issues had a senior tech out said he was monitoring it but lost service for 8 hours last night.

Cox Customer Care

Jul 4

When you lose connection, are you referring to the wireless? I do not see any disconnects - Uptime 2 Days, 17:38:05:00. -Derrick

Onestoptekshop

Jul 4

not wireless look at the time stamp in the log of modem there is times when it has t3 timeouts it shows Jan 01 1970 thats when connection

Onestoptekshop

Jul 4

drops off i dont have any wireless devices in my home i use regularly.

Cox Customer Care

Jul 4

1/2 The logs showing dates in 1970 are start up messages before its able to confirm time frames with the server.-Ed

Cox Customer Care

Jul 4

2/2 Are  you seeing time outs or errors matching the time you start seeing problems on the modem's log?-Ed

Onestoptekshop

Jul 4

yes i am the time stamp goes to 1970 during t3 time out errors and internet stops then reboot modem twice first time

Onestoptekshop

Jul 4

always get a t3 error then reboot for pc and it works

Cox Customer Care

Jul 4

1/2 If you are seeing 1970 for every T3 time out and not a time, the modem is reseting itself likely due to power issues.-Ed

Cox Customer Care

Jul 4

2/2 Through the logs does it show a current time not 1970 for any of the t3 time outs or just show the undated (1970) dates?-Ed

Onestoptekshop

Jul 4

Not modem issue been getting high levels even using 2 -6db pads from street to keep signals stable Tried 5 different new modems all same

Onestoptekshop

Jul 4

always the 1970 on t3, t4 error prior to t3 error but keep having to reset modem from UI. to factory to solve

Cox Customer Care

Jul 5

You have an appointment later today which has been escalated to a supervisor to address. Let's see what he/she is able to determine. Dina 

Onestoptekshop

Jul 5

stated that it was noise but still slow connection even after removing the noise

Cox Customer Care

Jul 5

Ryan, is the supervisor still there? Do I need to ask him to return? Dina 

Onestoptekshop

Jul 5

he left so yes

Cox Customer Care

Jul 5

I've requested our dispatchers ask the tech to return. If they cannot have him out today, they will call you directly to reschedule. Dina 

Cox Customer Care

Jul 5

They've contacted the tech and he will be calling you soon. Thanks, Dina 

Onestoptekshop

Jul 5

Also he told me he was not a supervisor so please stop lying to me.

Cox Customer Care

Jul 5

Ryan, a supervisor was requested and was noted on the account. I'm sorry if one was not dispatched. Dina 

Onestoptekshop

Jul 6

still issues this is really starting to piss me off

Onestoptekshop

Jul 6

as you can see July results suck bad on download but upload is fine

Cox Customer Care

Jul 7

I tried to check the modem signal levels, it looks like it is currently offline. Is everything plugged in and connected? -Derrick

Onestoptekshop

Jul 7

its been connected

Cox Customer Care

Jul 7

I am showing it is connected now. Are you using a splitter? -Tiff

Onestoptekshop

Jul 7

yes but they have tested them and each tech replaced them

Cox Customer Care

Jul 7

Ok. It looks like we will need to get another tech out to try and resolve this issue for you. Is there a good day/time? -Allan

Onestoptekshop

Jul 7

This is crazy last tech said he put me on monitoring system and his supervisor should have called me today. I'm not interested in a tech

Onestoptekshop

Jul 7

they cant solve it i want an advanced tech that can solve this issue one time out not this every other day new tech crap

Onestoptekshop

Jul 7

His supervisor never called today either

Cox Customer Care

Jul 7

Ok. There Is an escalation ticket for a sup to contact you. We will need to follow up on this. Is there a good contact number we can use (1)

Cox Customer Care

Jul 7

to call you? -Allan

Onestoptekshop

Jul 7

**********

Cox Customer Care

Jul 8

Thanks for the contact info.  I am following up with the leadership team on your issue. -Derrick

Onestoptekshop

Jul 9

asny updates on my issue had cut off 3 times last night

Cox Customer Care

Jul 9

You should be getting a call from a field supervisor soon. I apologize for the delay. -Stephanie

Onestoptekshop

Jul 9

Still no call i'm getting very irritated and fed up with this. The brush off he will call wont work on me.

Onestoptekshop

Jul 10

must be outage right?

Onestoptekshop

Jul 10

Hello still no call what is going on with internet

Onestoptekshop

Jul 10

keep getting this error

Onestoptekshop

Jul 10

Its a hard wired connection

Cox Customer Care

Jul 11

I followed up with our Field Services leadership team. When you lost connection were you hard-wired to the modem or router? -Derrick

Onestoptekshop

Jul 11

i've been hardwired to both when it has happened plus ive tried different modems and routers same results

Cox Customer Care

Jul 12

Looks like a senior/sup tech should be out today to look into this for you. Please let us know how the appointment goes. -Tiff

 

Finally got a cox communications supervisor out to house he tested the speed it was slow. So he called out "top cox communications" tech and he (after logging  in to main server through a vpn) and ran speedtest told me it was my computer. Which turned out to be kinda true. cox communications had me install this pc health check software to check out if it was pc issue and along with this it installs  a service called Cox internet reliability monitor in network adapter properties to my server and it limits speed so if you have slow down check for that service running first. I dont understand why this is in the software meant for debugging if it makes it so much worse. 

 

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