So I call up a few weeks ago after I was experiencing dropouts like every 10 minutes and I also noticed my bill went up $6...wtf...after waiting 22 minutes I get a fairly knowledgeable CSR and they explain to me that the monthly fee went up $6 and that my modem I purchased two years ago is now obsolete, so I complained, they sent me to their "Loyalty" department, where the person there said they would give me $10 off a month for the next year, so now I am paying $4 less that I was before...lol The modem thing however was more annoying, and this is something folks on here should check out, Cox has upgraded to a DOC-sis 3.0 standard, so that means if you have an older 2.0 modem it needs to be swapped unless you have the most basic speed tier. I have the preferred, so I got a new Motorola modem for $60 and since then have had little to no issues.
Next phone call, I call to get the new modem setup, in years past this was a quick exercise, however after again waiting about 20 minutes to talk to a "live" person I get a woman who can barely enunciate and spoke very low, she can't find my account, I had to reread the serial # like 5 times, my 12 yr old neice is more tech savvy..lol, then after a few minutes of silence it goes back to the menu, apparently she transferred me, no please wait or thanks or bye...lol Anyways I get ah old of another person who seems to know what is going on and within a few minutes my modem is registered..:)
FYI you don't have to call anymore to swap out a modem, just power it up and make connections then start up IE, it will force you to go to the Cox Modem sign up page...to bad I wasn't aware of this before..
In closing, customer service is iffy, they will help if you complain and are a long time customer, they should have sent out notices regarding the Doc-sis 3.0 conversion as well as the rate hike, I did not receive any information on that, however I have got about 10 letters stating they have some new TV product...lol