dg2
Premium
join:2004-01-22
Lowell, AR
 ·Cox HSI
1 edit | [MAC] Upgrades have BEGUN
I guess, for the sake of consolidating some of these loose threads, I'll post this here.
On August 12, I wrote Janet Barnard, M.A.C.'s chief as of January, concerning the treatment of M.A.C. internet subscribers.
Today (8/23), I received this reply:
"David,
First, I apologize for not responding sooner to your e-mail. I believe that I have been having e-mail “discussions” with someone who you may be friends with, who has also participated in the user group exchanges to which you refer below, so I would imagine he’s shared with you some of the info we discussed.
Today I can add a little more meat to some of the info that I’ve given to other customers in similar letters like this. We have launched our “Cox standard” platform in our south Louisiana area! This happened as of this morning, and tens of thousands of households in that part of Middle America can now contact us to convert to the new platform. All of the features that you and your friends may have talked about over the past months that have been available to other Cox customers are now beginning to roll out in Middle America!
Of course, you can imagine that I and every one of our employees are very excited that we can finally say that those service levels that our customers want and expect from Cox are here. I wish that there was something I could say or do that would erase any ill will you may feel about your experiences in Lowell to date. My commitment is simply that going forward we will give you the true Cox experience as I’ve seen it play out in systems such as Omaha, the location from which I most recently transferred. I recognize that we have a great deal of trust to earn back from people like you who’ve been loyal customers along the way. Our work is cut out for us, but as you may have read in various publications about the accomplishments in Omaha, you have my dedication and commitment to make this region a property of which Cox, and mostly our customers, can be proud.
I’m sure you can understand that because we’re in a very competitive business (certainly not a monopoly environment!), I cannot yet give you a specific date for your city. But if you keep your eye on the press coming out about Louisiana, this should give you assurance that this is now legitimate and real. The conversions are happening every day starting today! While we’ve chosen not to do a specific posting on the web to which you referred below, you are welcome to share this as you see appropriate.
My thanks again for your honesty and most importantly for your business. We value this from you and the thousand of others in Middle America who have given us an opportunity to make necessary changes and advancements.
It’s a new day, a new world, and we all have a great deal to look forward to!
Janet Barnard"
As I have mixed emotions about the content of this letter, I will be crafting a reply to Mrs. Barnard, which I would be willing to discuss after she has a chance to respond. She is correct on at least two points - that M.A.C. customers "want and expect" a certain level of service from Cox; and that they have a great deal of trust to "earn back." Results will go much farther than words on that account.
The good part: even though it is years overdue, it looks like the migration has begun, and the folks in part of M.A.C. territory are finally getting fair and honest treatment from Cox.
--
On August 9, 2004 Cox Communications upgraded 3000/256 areas to 4500/500. "Middle America Cox" is still running at 1024/128, for the same fee as the faster areas. Cox officials are finally beginning to release upgrade dates - will they deliver? |
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reodega
@cox-internet.co | Re: [ALL] So you didnt get the upgrade NOW WHAT?
It's good to finally hear something from their end. I just hope the actual roll-out is done in a timely manner  |
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jmc012
join:2003-02-27
Crowley, LA | Re: [ALL] So you didnt get the upgrade NOW WHAT?
It's no bull, I got my 4 meg connection today in Southern Lousiana. No complaints here, thanks COX ! |
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kiepto
join:2004-07-12 | How did you go about getting the 4 meg connection set up? I'm in Lafayette, which I assume is considered South Louisiana, and I'm still on the old system. |
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chadrob30
Howdy
Premium
join:2002-04-24
Fort Smith, AR
·Cox HSI
1 edit | reply to dg2
Re: [MAC] Upgrades have BEGUN
I don't believe it is automatic...you probably have to call [Mod Edit]Cox and tell them you want the upgrade...they will do their thing, then you just power cycle your modem and it should, with a prayer and a bunch of luck, work. lol.
--
"You have to regard everything I say with suspicion -- I may be trying
to bullshit you, or I may just be bullshitting you inadvertently."
-- J. Wainwright, Mathematics 140b |
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BillRoland
Premium
join:2001-01-21
Ocala, FL
clubs: | reply to dg2
Post a trace route please. |
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atuarre
Here come the drums
Premium
join:2004-02-14
Lake Charles, LA
clubs:
| The minute I read his post, I got on the phone and called Cox. Naturally I got a residential representative. I told her who I was, and that I was a commercial customer, and I wanted any information that she had regarding upgrades in southern Louisiana. She retrieved her paper and told me there were three packages availble. I then inquired about the Lake Charles market which she replied that they did not currently have those packages available but we were on the list, there just was not a date listed. I am assuming this is the three weeks that guy that called me told me about.
Seeing as how I explicitly told him I wanted to be contacted no matter what, when they hit the Lake Charles market, I am expecting a call sometime soon (Whenever they get here). And if I am out of the office, or out of the area, and he does call, both of my executive assistants have been instructed to forward his call to me. I will post any information I get as soon as it is available to me.
I'm curious about which friend she was speaking about in the e-mails DG2. Was it me, or was it one of the other people that wrote her? |
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chadrob30
Howdy
Premium
join:2002-04-24
Fort Smith, AR | reply to dg2
quote:
both of my executive assistants
 |
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atuarre
Here come the drums
Premium
join:2004-02-14
Lake Charles, LA
clubs: | reply to jmc012
Re: [ALL] So you didnt get the upgrade NOW WHAT?
jmc, they have been working on a SONET fiber ring in Lafayette for some time; that should have given you some idea. |
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Rob850
join:2003-04-11
Mary Esther, FL
| reply to dg2
Re: [MAC] Upgrades have BEGUN
Standard form letter but it did look like he wrote back to you in the beginning. Form letters need to stop.
Now when Cox converts the rest of Cox-Internet to Cox-HSI that would be great.
Rob
»www.robfwb.com |
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atuarre
Here come the drums
Premium
join:2004-02-14
Lake Charles, LA
clubs: | I agree Rob.
I am curious..., is Cox going to adjust the pricing as well, or are the rates we pay as subscribers to these new products going to increase? |
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the niTz
Premium
join:2004-07-05
Sahuarita, AZ | reply to dg2
good to hear their finally doing their jobs for u guys out in the mac area, hope all goes well
gd lck
the niTz:D:) |
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Sentinel
Premium
join:2001-02-07
Florida | reply to dg2
And yet I still wonder about Florida since we are not MAC but yet are not NOT MAC so who are we  and when will we get ours ..... |
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dg2
Premium
join:2004-01-22
Lowell, AR
·Cox HSI
| reply to atuarre
said by atuarre  :
I am curious..., is Cox going to adjust the pricing as well, or are the rates we pay as subscribers to these new products going to increase?
Here's what I've been able to piece together from previous conversations with various Cox people, and from Mrs. Barnard's letter:
This is a full integration of M.A.C. into the Cox HSI system. No more two-system mess. Rates and speeds should even out across the board. Variation in pricing should be no different than between existing Cox HSI markets across the US, and from what I can tell there is little or no difference in their pricing for residential services.
--
"Middle America Cox" customers passed over for three upgrades, but still saw rates equal to the upgraded markets. Most of MAC still running at 1/4 speed for the same rate. Cox has finally begun to upgrade MAC - will they complete the job? When? |
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ahperry
join:2003-11-14
Fayetteville, AR
| reply to dg2
Well, this is great news indeed! As others have posted, I too hope that they do this in a timely fashion...
dg2 and I (who live in the same area) are praying that Northwest Arkansas is soon to follow this!
As far as who his friend is that Janet mentions, I'm sure it's me!  |
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eastex
Premium
join:2003-09-23
Texas
·Suddenlink
| reply to dg2
Below is response from Janet regarding start of upgrades in Louisiana. Received 8:00 a.m. 8-24-04.
"Good to hear from you.
I'm sure you can understand that we're absolutely thrilled to be at the point of beginning the conversions. Things have gone well so far, with minor glitches as is always the case with something new, but the progress was very good for day one in south Louisiana. I realize we can only gain your trust back over time with strong performance and a fulfillment of commitments. I assure you again you have my personal commitment to see this through in a timely manner. It is a huge undertaking with many detailed steps along the way, so I only ask that you bear with us as the progress keeps happening. Even though it's not apparent yet, work is continuing in the rest of MAC. You will love the outcome, as I'm sure you can see in reading about the new products available in parts of Middle America.
Hang in there - "help is on the way"!
Once again, my apologies that I can't "flip the switch" today, and my thanks for your business each day that you stay with us. We take the responsibility to provide you with satisfaction very seriously."
Sounds like it is real this time!
eastex |
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razorbackfan
Go Hogs Go
join:2004-01-02
Ridgway, CO
clubs:
| reply to dg2
They can "flip the switch" and upgrade tons of users from 3mps down to 4mps down overnight, but can't "flip the switch" to increase us from the mere 1mps down to the standard 3mps down everyone else is getting for the same price.
Uh huh.
And dg2 I wonder if she even realizes Lowell is in NORTHWEST ARKANSAS and not southern Lousianna? I'm sure you are as excited as I am about their speed increase. |
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jmc012
join:2003-02-27
Crowley, LA
| reply to dg2
Guys, if you live in Lafaytte or one of the surrounding communitys, you will need to contact the local office. They will need to set up a cox.net e-mail address for you and convert you over. Once everything is convertered the modem should reboot and the speed should be there. Your old e-mail will be forwarded to your new e-mail address for some time to allow you time to convert over. |
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jmc012
join:2003-02-27
Crowley, LA | Should of said, "converted" not convertered on the last post. |
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