I had one good experience here when I moved a year ago and needed to upgrade my router, but after dealing with the terrible service from Cox's customer service hotline and bills charging me for services I don't have, I just had enough and cancelled my service. I went in to return my router and saw around 30 people in line waiting. It took almost 20 minutes to call one person on the waiting list. Either they need more staff to handle the traffic or the staff needs to pick up the pace.