- Report: #1090217
Report - Rebuttal - Arbitrate
Complaint Review: Cox Communications
Cox CommunicationsEl Cajon, California USA
Cox Communications Poor Internet, even worse support! El Cajon California
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For weeks now my household has been having problems with the internet disconnecting, and taking hours to reset, even after unplugging the router, modem, and connecting the internet from modem straight to computer (very important to remember).
Finally I called Cox to file a complaint, not only that I expect to be prorated for all of the outages I was experiencing, but also for them to fix the d**n thing. There's nothing worse than having choosing to stay at work to take an online university test online so it doesn't drop in the middle of it (therefore ruining a grade and GPA), but also because a member of my household works from home in the evenings and weekend too.
What is worth pointing out, is that the Cox service would drop almost like clockwork at the same time every other day, then take 1-2 hours to come back online again.
Okay, so on with the complaint. The first time, the representative told me that I need to buy a new router, I didn't. I went to the movies, came home, and it was working perfectly fine. The second time I called, I was told the same, so I took the router to a friends place to test, and it worked perfectly fine yet again, then when I returned home, it again worked. Thrid time, I was told again to finally replace the router, and as the internet had been out for 4+ hours, I decided to drive to Bestbuy and buy a new one. When I got home, everything worked fine.
Fast forward 3 weeks, the same EXACT issues began again, modem resets, and ther "online" light keeps flashing. I let it go a couple of times as it lasted only an hour, but then it started taking hours for the modem to come on. I called about 4 times, and was told each time that as my modem is out of warrenty, I need to buy a new one, even though after those 4 times it worked in two to five hours later (always around the same time the internet cut off when Cox blamed the modem).
Then comes the fifth time I contacted Cox technicians about the issue (a few days ago). The lady rudely cut me off everytime I told her to stop blaming it on the modem and get someone out to fix it, she hung up on me. So what did I do, I jumped in the car, and went and bought a brand new modem, the same as I had before. While at Bestbuy, the gentleman told me that Cox had teamed up with Mottorola for a better modem to get the most of the internet I was paying for, hmm I thought! This was starting to sound like a ploy to force customers to purchase newer modems, i.e. more revenue.
When I returned home and carefully took the new modem out of the box (I planned on proving a point) so I can return it, it worked for five minutes, then what do you know, same problems again, tha tlasted a few more hours.
Oh, and the Cox technician stopped by today, went into the apartment complex cable/internet area and what were his words... "it seems that there are lose cables in here." He didn't even come into my apartment, while yesterday Cox had the audacity to say "we'll waiver the tech. fee", you're d**n right, it's your equipment, not mine, especially after you mae me pay for items I never did need!
This report was posted on Ripoff Report on 10/07/2013 05:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cox-Communications/El-Cajon-California-92020/Cox-Communications-Poor-Internet-even-worse-support-El-Cajon-California-1090217. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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