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| - Update - 10/17/16
Since the initial review, I was still dealing with the issue of missing channels. I had another tech come out: Unresolved. I swapped out the tuning adaptor and then the cable card for my Tivo Premiere. Problems still there. Thinking it might be an issue with my Tivo, I went and turned in the adapter and cable card and brought home the Contour DVR.
Compared to Tivo, which we've used since 2001 (this is our third Tivo), the Contour pales in comparison. The remote is like one of the those ridiculous universal remotes. And the interface is non-intuitive. Makes you want to throw the remote at your TV.
Well, the Contour? I hooked it up and guess what? Still missing the channels. Honestly, flabbergasted.
Then a survey came to me in my email Inbox. I responded and gave my phone number. My response was not positive. So much so, I got a phone call from Cox representative. I was stunned. I explained to her the situation and she said "We need to get this resolved as quickly as possible."
An appointment was scheduled and they sent out a long time cable tech. He came out, and bam, he resolved the issue. All the channels I was supposed to get were coming through. I was very please. In fact, the next day, the woman who I spoke with before, called me to double check to make sure everything was good and that I wasn't charged a service fee.
I ended up driving the Contour back to the Cox store and got the tuning adapter and cable card for my Tivo. I am a happy customer now.
I bumped up my rating one star because of this woman at Cox actually making the effort to get things fixed.
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Original review below
Well, after reading all these bad reviews of Cox, I might as well share my experience.
I moved to La Mesa from North OC one month ago. My biggest concern was getting Cox cable for Internet and TV (being a Time Warner customer in OC for many years). Since there was really no other option for high speed Internet (I need more that 6 down and that's all AT&T Uverse can provide), I made the call to Cox.
I chose the self install since I work in IT. Not a problem. I have a Tivo that needed a cable card. So they shipped out the equipment. I installed everything except for the decoder box needed for the cable card. Oh, wait a minute, they didn't ship that to me. So I made the call and after being told I could pick it up at a store (which I had no time or energy to do so), they shipped one out. It was here the next day. Hooked it up and still, channels weren't coming in like they should. So, back on the phone I go. This time, I was transferred to four people (or was it five, I went numb after a while) . They were all very perplexed about the situation, probably because of the cable card in the Tivo. After all that time on the phone, they arranged for a tech to come my home.
Two days later, the tech arrives. Nice guy. He came in, I showed him how I hooked everything up. He said it was like it should be (although he did remove some kind of filter connection which the directions had me install). He powered down my Tivo and then back up. Still something wasn't right. So he made a phone call...to the right person, they did something on that end, bam! Channels came in. Time spent with the tech, 20 minutes tops.
Paying my first bill, I saw the $20 self install for the TV and Internet totaling $40. Okay, I can deal with that. It was expected.
So today, March 30th, I get my new bill. It's more than the previous bill. WTH?! Looking at the bill, I see they charged a $50 fee for that technician to come out. Whoa! No one told me about that! If that was the case, I would have cancelled the TV portion of the service (probably why they didn't tell me).
Well, back on the phone I go. I speak with the customer service person and he looks at my bill. Yep, there's the $50 charge. I was told that if a tech comes out within 30 days after the self install, they charge $50. Wow! And it's funny, the tech almost did nothing except power cycle the equipment and make a phone call.
Pressing the point that I was not told there would be a fee, the person finally said he could take $20 off. I still wasn't happy and my mind was spinning. I was one breath away from telling him cancel my TV service when he said that since I wasn't told it was going to cost $50 for the tech to come out, he waived the $50. I thanked him nicely.
That really bummed me out. So far, for the first month, the service has been fine. Some weird drop outs on the Internet but overall, it's okay.
In the end, we can complain all we want, but when we live in a world of limited choices, we really don't have a choice at all. The big cable and media companies will continue to suck the money out of us and there's not much we can do about it, except, of course, not have Internet or TV. But wait, actually, now that I think about it, that would be a peaceful life. "That's it, we're going off the grid!" LOL
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