Visitor
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4 Messages
Bait and Switch
Long story short: I got an offer from Cox for 500/50Mbps internet. This caught my eye as the upload is much faster than when I left them several years back. I signed up, they installed, and I'm only getting 500/10Mbps. I look on the account page and now it shows 500/10Mbps. They forgot to update the "Broadband Facts" though where it still says I should typically be receiving 57Mbps upload. Of course the chat agents all play dumb.
This is a patently illegal bait and switch. Anybody have advice on who to talk to about this beyond the FCC, the state AG's office, and the BBB?
Accepted Solution
OcalaGator
Visitor
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4 Messages
7 days ago
So here's an update on this. After some back and forth the initial explanation was that this node hasn't been upgraded to mid-split and thus not capable of 50Mbps, but upon further review, it has been upgraded to mid-split so it should be 50Mbps capable. They wanted to roll a truck to check the tap (which I am still not sure what good that would do since the backend system is showing 500/10Mbps provisioning). Anyway I rebooted the modem before the tech arrived for an unrelated matter (moving some power cables around) and when it came back up lo and behold, now I'm getting 50Mbps upload. Backend is still showing 500/10Mbps plan though. I rescheduled the tech to come back in a couple of days to see if this holds or if the backend updates or whatever but I am definitely getting every bit of 500/50Mbps right now.
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GregP1
Moderator
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321 Messages
8 days ago
Hi,
I apologize for the trouble you are experiencing with our service. Please contact us privately so we can investigate this. Our email address is cox.help@cox.com. Please be sure to include your name, your full street address, and a link to your forum post.
-Greg
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