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  • If I could give 0 stars I would. I switched from the essential internet package (15mbph) to the preferred package (50mbph) because our internet was so slow. I asked the representative if I needed different equipment to support the higher internet speed, he told me no. We had the new preferred internet for about 3 weeks (and paying the higher cost for it) when we finally realized the internet was still super slow. I downloaded a few "wifi speed test" apps and they all tested the internet speed at 2-7mbph, yet I was paying for 50. I called Cox and spoke with yet again a very clueless, rude, unhelpful representative. They tried fixing it over the phone but nothing helped so they had to schedule for a tech guy to come to the house. They said he can try switching the modems to see if it will help. The tech guy came and restarted a few things but never switched out the modem. He moved it upstairs and during the process told me "something happened" with my Nintendo Switch gaming console. The console wouldn't turn on and he went on and on about how I can return it at the store as long as I "don't tell them what happened". After I tried fixing it myself I finally got it to work again. He told me he tested the internet and it was at 30mbph and that it was the fastest it was going to be. He left and when I tested the internet it was at 2.7 mbph. I called Cox the next day and explained the situation. The lady immediately cut me off towards the end and told me that it was "absolutely ridiculous" what the tech had done because she can see right away in my account that I need a newer modem because the one I was renting from them was their older model that only supports 25mbph. She said she doesn't know why the tech didn't see that right away or try switching out my modems. So she scheduled a tech to come out to give me the updated modem which was no additional cost from the old one I had. She scheduled me from 5-8pm but after the phone call I got an email saying it was 3-5. I couldn't be home at that time so I had my roommate stay home instead. When I got home the evening after the tech guy came, my roommate told me that it was the same tech guy who came out last time (if the guy couldn't figure it out the first time why would they send him back again??) He told my roommate "the work order says to switch the modem with the newer model but I know what your problem is so I'm going to ignore that work order and install a high speed 5G modem...it costs a little more than the one they wanted me to install but it's better". So he went ahead and installed a higher-cost modem without my knowledge or approval. There were many, many, many other issues I had to deal with during this time but unless I am very detailed about them, Yelp won't allow me to post it. So, there is ONE detailed issues of MANY. If you can avoid Cox at any cost please do. Unfortunately where I live the only other option for internet isnt much better than Cox. What a shame.
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