Cox Phoenix, Technical Support Reps - Alicia ID#36049
Eddie - ID #36096
I am absolutely amazed at the arrogance, ignorance and blatant deceptive business practices. First, let me begin by saying I have over 25 years in the Information Technology field, I possess many industry certifications and have held positions including Director of Technology for a multi-state regional company
I subscribe to the preferred tier of service. Cox advertises speeds up to 15Mbs w/Power Boost 12Mbs w/o. I have never seen anything close to 15Mbs... So Im on tech support chat and I explain to the tech Eddie ID # 36096, that my maximum speed is 11.4Mbs on a good day when the planets align and the wind is blowing in the right direction. He replies thats its only 15Mbs at the beginning of the download etc. (I think... Duh!) So I share my credentials with Eddie, (so he can save the tech support double talk, used to confuse the clueless) and again explain that it has NEVER been over 11.4 at any time, ever Day or Night Different computers Power Boost or NO Power Boost Doesnt matter for months maybe longer. He continues, now sending me automated responses about how Power Boost works. Again I remind him of my credentials and that it may very well bea Power Boost problem in the sense that if Power Boost is what gives you 15Mbs then OK, because I've never seen that speed. Eddie continues to send automated responses about Power Boost, I can tell theyre automated because its a paragraph at a time and he sends them about every 20 seconds, way too much info to type in that short time and with flowery marketing phrases like youll soon be enjoying the speed and productivity of, blah, blah, blah AMAZING I ask if hes even reading my messages 20 seconds later more on Power Boost I ask for his supervisor. Alicia ID#36049 as she identifies herself (hiting the automated response button) Hi my name is Alicia I am so sorry youre having trouble, how may I assist you? OK Now were getting somewhere So I re-type the story and explain that Eddies automated responses are not acceptable (Alicia hits F1 key to send another automated) I am so sorry, blah, blah (Yeah, yeah, whatever, I bet that is the most used key on their keyboard) I type So, what can you do for me? (Time passes) "Hello? (More time passes) Hello? Finally, Alicia types No wait shes not typing another automated response Same thing about Power Boost What? I type Are you actually reading this? (I wait) Hello? More automated responses about Power Boost no, nO, NO! Are you reading anything I type? For the fifth or sixth time (Ive lost track) I HAVE NEVER, EVER, EVER, EVER seen 15Mbs! Not anything even close If Cox advertises 15Mbs and then through shady fine print you discover its really 12Mbs 23.5 hours a day I would think I would get that speed at least once!!! (Im really becoming agitated) SO, I gain my composure and ask OK Please explain why Im only getting 11.4Mbs and I have NEVER seen the 15Mbs as advertised? (Crickets) Hello? (More time passes) Hello (Nothing) Finally I restate my question Why Im only getting 11.4Mbs and I have NEVER seen the 15Mbs as advertised? Can you guess what the response was?
The same exact automated BS about Power Boost, word for word No answers, no explanations, no fixes A waste of an hour AMAZING!
But wait it gets better!
The next morning disgusted but needing my internet for work, I decide to upgrade my service to the premier tier. 20Mbs/25Mbs with power boost. That was easy called customer service (Hey no automated responses when it comes to taking your money) She signs me up and tells me it could take up to an hour OK, now were getting somewhere Im in no hurry. But then an hour later after I check, still nothing Long story short 11 hours later and 5 calls to technical support and Im still at 11.4Mbs They swear up and down on a stack of bibles its configured correctly (Looking at speedtest.net and in complete disgust, I reply with a very bored) Uh-huh. Im looking at the modems log SNR 32.1 dB, Power Level -1.8, No dropped packets and then Im told, if I want that speed I need to buy a new Docsis 3.0 modem Excuse me? Noooo This is Docsis 2.0 service Im not asking for Docsis 3.0 Im real familiar with the Motorola SB5101, and it has NO Problem with that speed More Tech support two step Trying to sell me a modem I dont need I have 3 - SB5101s Ive tried two of them and they both have the same results. The modem is not broke and is FULLY capable. Why Im only getting 11.4Mbs and I have NEVER seen the 15Mbs as advertised? LIARS! How many unsuspecting customers have they ripped off? OK So with no other choice send a tech fine... Then the rep tells me that if they discover its my fault they will charge me for a service call... Well, honestly... After what I've been though, talk about adding insult to injury Youve got to be kidding, I was the very first owner in this sub-division, and I have had cable internet at this location for 12 YEARS! Then I tell the rep, Well OK and if its not my fault, I can send Cox an invoice for 12 hours wasted by the way I bill out at $150 per She doesnt like that comment and replies in a VERY indignant tone NO WE ARENT GOING TO PAY YOU ANYTHING! Surprised at her attitude Im thinking, why she would care, is she responsible for paying it I am disgusted with the poor treatment and handling of my problem and was merely responding to the absurdity of her comment. Weird
In conclusion, it appears that what would have been considered fraud 20 years ago is today Just marketing an acceptable business practices from what I see of Cox Communications practices, that, 15Mbs isnt REALLY 15Mbs and they have NO EXCUSE Just tough beans Oh yeah and about the YOU NEED a DOCSIS 3.0 MODEM for DOCSIS 2.0 service ahh. Just because its backward compatible doesnt mean you will get any better service out of it
Shame on you cox communications, shame on you!
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