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| - We've suffered with Cox cable for about 12 years now. Quit the cable TV a couple of years ago, got tired of high prices and garbage picture to watch. Because of where we live Cox was just about the only option for internet, so we still have Cox internet. In the past you would never know when it would get really slow or go out. Forget calling them, if you ever get a human they usually say it's your problem. It has worked better for the last year or so.
Currently we are in the process of moving to another part of town. Today Cox was to move the internet service to the new house. The cox guy came, my wife told him to install the internet connection in the office. We expected some big screw up, after all it is Cox. Well, they surprised us with the depth of their incompetence. I arrived at the house late and the Cox guy was finished and talking about having some other crew to come out to run a new cable to the street. This will require cutting the concrete? I expressed (nicer that what I really said) my feeling about cutting the concrete and the mess I'm sure they will make. Finally, I just shut up and went into another room. Supposedly, the inside work was done and just needed to be connected to the street...the other crew.
After he left, I looked in the office, where the cable was supposed to be, no cable. Remember, my wife told him repeatedly it was to be in the office. I found the cable in the living room, exactly the wrong place.
My wife called Cox and eventually got a human. She tried to explain what their guy had done and he needed to come back and fix it. She got no where! That's because they don't care, a customer means nothing to Cox.
I got on the phone and explained to the 'human' just who the customer is and who the vendor is in the transaction. I was told they would come and fix it, but it would be another $75 fee to fix what they screwed up. Well, I chewed on this human's ear for about 15 minutes, asked to speak to a supervisor. I was put on hold for about 5 or 10 minutes to wait for the supervisor, no supervisor. So then the supervisor was going to call us back, that was about 3 hours ago, still no supervisor. The fact is they just don't care. Cox is the sole source for cable in most of the valley and they just don't care how they treat customers.
Already out $75 for the transfer, but DSL is looking better to me.
In addition:
The above was on Thursday. Friday morning i went out and located the old cable that runs to the street, cleaned up the end of the pipe and pulled about a foot out so it could be seen. This wasn't hard the thing is right at the front corner of the house. Went out and opened the box in the sidewalk, lots of extra cable in there and it was connected to the main cable. Seems the Cox installer was just not smart enough to find the cable, or just to lazy. Also, I moved the cable from the living room to the office, put it through the wall and was ready to put a new end on it. Went to Lowes for some coax ends and a wall cover. Before I got to Lowes, my wife called, she had been on the phone with someone at Cox, apparently the one person that actually knows something. He said there wasn't an additional charge for moving the cable to the right location, in fact you have 30 days to make sure it's where you really need it. Also, he checked and someone was coming in just a couple of hours to run the cable to the street. And, someone would come Saturday to move the cable to the office. But, I already moved the cable to the office, I elected to let him come ahead and put an end on the thing. We'll see how that goes.
About 11 AM I noticed someone working at the corner of the house. A guy was running a new cable through the conduit to the street. In fact he was almost done. The conduit was there all the time, no cutting was required. So what was the problem with the first Cox guy, who knows? I went out and talked with the guy, turns out he is a contractor, not a Cox employee. Really nice guy, knows what he is doing, did a good job and left.
It's Saturday morning, haven't seen the 'move the cable' guy yet. Scheduled between 1 and 3 PM. We'll see how that goes. If you're counting, this is the third day still not done.
Update: The move the cable guy showed up about 10:30 AM. He did call first to see if he could come early. He was a contractor, not a Cox employee. A really nice guy. I told him our little cable moving story, he seemed to have heard it all before. He put an end on the cable in the office, installed the wall plate I had from Lowes and secured the cable outside the house. All done quickly and with no excuses, remember not a Cox employee.
Well, it took 3 days and 3 guys to get the cable from the street to the office. We still don't know if the thing really works. I haven't moved the modem/router yet and nobody bothered to test for a signal.
This is the kind of service you get when you have a monopoly. Unless you want to go DSL this is what you get.
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