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| - 1 star service. For several years, I have paid $100 per month to Cox for Internet, just Internet. No Cable TV. No phone. Nothing else. It's quite a bit of money only for Internet, but I need a fast, reliable connection for business that I do out of my home. For the last several months, I've had Internet Connection issues. Our Apple TV resets intermittently, I have business Skype calls that drop, and Internet browsing that stops working until I turn Wi-Fi OFF, then ON again via my computer.
I have contacted customer support multiple times to fix the issue. They tried fixing it over the phone, and they have also sent technicians to our house. I have been told everything including that the modem needed to be reset, there was a weak signal, adjustments were needed outside of our house, an attenuator needed to be removed from the cable connection to our modem, and that we should move the modem from being mounted on the wall to a shelf. We did everything that was recommended; we even bought a shelf and had it installed just for the modem to go on it.
The other day, I called Cox to explain how the issue was not resolved and to request a supervisor. I was told that a supervisor would visit tonight. Well, 15 minutes after the start of the scheduled window, I received a voicemail from an 800 number saying that the order was canceled and I needed to call to re-schedule. I called Cox customer support to see what happened. I was told the technician canceled because I didn't pick up. When I heard 'technician', I said, "Wait a second, I was previously told a supervisor would visit." The customer support guy said there's no guarantee a supervisor will visit, so then he asked if I wanted a technician to visit. Since I could not receive a guarantee that a supervisor would visit, I asked to talk to a supervisor.
After waiting on hold for at least 10 minutes, I explained the issues to the supervisor and she said she would check my modem status. She got back to me saying that the modem was online for 6 days, and therefore I was experiencing a Wi-Fi connection issue that was likely out of Cox's control. However, she explained that there might be something preventing a good WiFi connection, and that I could pay a $100 fee to Cox Business Solutions to come diagnose the problem plus an extra $10 a month to my bill. She said that I might also want to consider a range extender. I asked, "Don't you think that sounds a little ridiculous after all I've been through." She said, "No, not if that will solve your problem." I asked if any of the fees she suggested could be waived due to the fact that I've been given the run around. She said that there was nothing that would justify covering the costs. I told her in that case I would consider a different service provider before paying all of the extra fees. I also said that I was unhappy with the customer service and I wasn't surprised by all of the negative Yelp reviews regarding Cox customer service. She said, "Well, I hope that you're honest in your review." I said, "Yeah, I'll be honest about how bad Cox customer service is." She said, "Well, I can have another technician come out again, if you want." I asked, "Will that resolve the Wi-Fi connection issues. She said, "No, you'll have to pay the extra fees for those issues." I reluctantly agreed to schedule the appointment, but said I'm going to seriously consider leaving Cox.
I don't understand why Cox does not try harder with customer retention. Cox should go out of their way to keep loyal customers like me who have paid $100 per month for several years. Other companies like Apple receive great customer satisfaction reviews for doing it. That's how they keep customers and get new ones, might I add. Given my experiences, Cox may be too stubborn to learn from others, though.
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