Visitor
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3 Messages
Service Speed Issue and Unacceptable Support Response
Hello,
I recently moved to a residence that already had Cox service set up, and I signed up for the 2 Gig plan about four days ago. Since activating the service, I have only been receiving around 275 Mbps.
I contacted technical support to get this resolved, but the only troubleshooting that was done was a router restart. After that, I was told a technician would need to come out and that I would be charged $100 unless I signed up for Cox Complete Care.
This is very frustrating. I am not receiving anywhere near the speed being advertised and sold, yet instead of fixing the issue, I am being asked to pay more money. That is not acceptable.
Is this really the level of service Cox is offering? If Cox cannot deliver the speed promised and the solution is to charge me extra just to investigate the problem, then I will seriously consider switching to another provider.
Please review this issue and let me know how Cox plans to resolve it without additional charges.
UPDATE: Cox rep. "John" came and he did an amazing job. Turned out it is an equipment issue and services is great!
StephanieS
Moderator
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667 Messages
12 days ago
Moe_ sorry to hear that you've been having so much trouble with our service and not receiving the speeds that you pay for. We can certainly help! Please email us at cox.help@cox.com and include your full name, address and a link to this Forums post.
-Steff
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Darkatt
Honored Contributor
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2K Messages
11 days ago
If you just moved in, and have been there less than 30 days, Cox Complete Care will NOT spare you the 100$ conversion from self install to pro install.
That being said, are you connecting wirelessly or wired? What modem/router are you using?
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