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  • A warning to Cox customers: Cox Communications called me on Monday offering to upgrade me to their Ultimate plan. I told them I was at work and I needed to talk to my wife before purchasing anything. I let the sales agent give me her pitch and explain all the options. I specifically said I was open to it but needed time to decide. She said no problem, she would set up the order and I could confirm or decline it. Great. The next morning (Tuesday) I receive several emails telling me that my monthly charges are going up, they're going to install a Contour TV cable in my house, and they have already mailed me a panoramic WiFi modem. I confirmed NOTHING. I go to work that day thinking I could sort it out later. My wife texts me around noon saying a Cox technician is at the house installing the cable and the WiFi has stopped working. This is when my work day was interrupted, again, this time for an hour over the phone with four different Cox agents. This is when I learn that the plan we were on before, Premier (150mbs down), was phased out two years ago and we were grandfathered in. This is when I learn that they preemptively changed the modem on their side, invalidating our existing modem, before they even delivered us the new modem that I didn't ask for. I guess they assumed we'd be okay with going without internet for as long as it took to ship the new modem. This is when I learn that when the sales agent went against my wishes and signed me up for the Ultimate plan (which would bump our rate up by $45/month) we permanently lost the ability to return to our original plan. Instead we have to downgrade to 100mbs down at $5/mo. less. Besides being a horrible deal, they have cheated us out of their obsolete plan and taken up hours of our time. We have to return the modem and the Contour TV stuff to the store once it's mailed to us, and I will soon spend probably another hour over the phone telling them that they have lost two customers. If you're on the Premier plan, watch out for calls from agents offering to upgrade you. Don't let them get two words in because they will upgrade you regardless.
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