US Cable Support > Cox HSI > [NV] No more of the run around

reply to ikyuaoki

Re: [NV] No more of the run around

like i said before i love cox's high speed internet and service i just wish what ever issues im facing will be resolved sooner rather than later other than that cox has been 100 percent helpful with me and a big thank you too there tech support and all the members on this forum thank you guys for all the help and information

..and try getting this with centuryde-linked:

wish my upload burst speed was that high or as high as some of the ppl with upstream channel boding

reply to Rob_
I do not understand why some of you are taking this personally.

Rob: if I could get the 12Mbps I have been paying for from Cox, I would never have posted here in the first place. I pay for 12Mbps, and see a connection of .8 - 1.2 Mbps. And it drops out continuously. This isn't a sporadic problem that has happened once or twice. This is a continuous, on-going problem that has lasted for a YEAR.

When I try to be reasonable and fix this, Cox has treated me like dirt. When I called to cancel, things 'magically' start to work.... for a day, maybe 2 at best. Then back to square one.

I do know what DoS attacks are. It is not paranoid software. I have pages of these attacks as well as screen shots of my router. This occurs when I stream, or connect with Xbox Live. Since I have quit trying to connect to either, I do not have those DoS attacks in my router logs.

If people here want to help, then HELP others who are getting treated this was by Cox, instead of defending Cox. It's a big problem here in Henderson. To this day, a year of repeated requests to Cox to resolve this has gone unanswered. They have never attempted to send a tech out. They have honestly refused to perform any troubleshooting on their side. The only (AHEM) 'positive' thing they have done is to offer discounted, or free service.

When I called to cancel 2 days ago, the lady asked how they could make this right. I asked her to point out one, single attempt made by Cox to rectify this problem. She was silent. I asked if Cox would be willing to resolve this issue, and provide the service I am paying for. Her response was a 6 month discount.

That was the final insult I will tolerate from Cox.

If my equipment were faulty, why does is work for a few hours after I call to cancel? Why did Cox refuse to send someone to investigate this? Why offer discounted, or free service instead of actually resolving a customer issue, and retain the customer? Why do so many people in my area have this problem? Why have so many decided to change providers?

The only logical conclusion is that Cox is either unwilling, or incapable of providing the service they are charging people for. And that is why I found the 6 month discount to be such an insult. I had to put up with year of being treated like dirt, and ran around in circles, just to discover I will not get the 12Mbps I have been paying for.

Don't get mad at someone for reporting this. HELP them.

i had similar speed issues like that until i upgraded to a docsis 3.0 modem what kind of modem were you using?

reply to Goodbye Cox

CoxTech,

I appreciate your attempt to at least act like you want to resolve this. It is a refreshing change to the treatment I have received from calling customer service.

My disconnect order has gone through. I no longer have service with Cox. Therefore, I can not run the tests you suggest.

I can only provide screenshots of the DoS attacks from the past several months, as well as my repeated attempts to report this via the online web page. Unfortunately, I can not provide proof of what was said to me on phone conversations.

I hope that someone from Cox will take what I have posted seriously, and look into the issues in the Henderson area, as well as the horrible customer support we have had to endure.

trust me coxtech1 isnt acting
if you still had service with cox him or any cox techs on this forum would be the more than helpful to try to resolve your problem and are some of the most knowledge people i have ever talked to regarding cox service issues

these guys do things that no phone tech or field tech can do

reply to Goodbye Cox
i would like to see the screenshots as well i have cox internet problems as well but its a needle in a hay stack problem for me but cox is helping me every call i get some more info and and getting closer to a resolution on my problem

im sorry for all the bs you have gone through cause i have had my fair share of it as well

My new service gets installed tomorrow. When I get online, I will post some screenshots. I will also create an email address to forward the original jpg's to Bryant, and any Cox rep. That way, you can verify creation date, time, and see my repeated attempts to resolve this.

To be quite honest, it will be a worthless effort. As it has been for the past year.

For those of you that have excellent service with Cox.... I envy you. but what I have had to go through is nothing short of a F-ing crime.

reply to Goodbye Cox
I would also be interested in seeing whatever you have of these DoS attacks that you are seeing. Do you happen to have raw packet captures or the like?

reply to Goodbye Cox

Troubleshooting idea to assist Cox

i have just discovered I can assist the Cox associates on this page even better.

My co-worker was going to switch over to the plan I have this morning. But he has agreed to allow me to video his internet experience, as well as his attempt to contact Cox technical support live. This will be done on a 1080p video camera.

I am also awaiting a confirmation from a clerk from a local gas station to confirm his approval to do the same.

We can call CoxTech1 directly, have him/her on a speakerphone listening to what goes on, while discussing the issue with Cox technical support live. We're more than happy to provide MAC addresses, as well as open cnn.com to ensure credibility of timeline. All of this will be captured, and uploaded to Youtube the same day, ensuring there is no possibility of faking any of what is happening here. We can provide a live ipconfig, tracerts, ping tests, you name it.

Will this help you out, CoxTech1?

Actually that technical data you collected would probably be enough for me to start. If the account is inactive now the modem MAC really won't be of much use anymore.

reply to Goodbye Cox

Re: [NV] No more of the run around

nickphx,

You are correct in the general aspect of my posts. I was reviewing Cox's service, and support on this website. I was not seeking assistance. Isn't that the concept behind broadbandreports.com? 'Posting a report of broadband service'? Isn't this what I did?

I didn't realize that broadbandreports.com is a online communications point for Cox technicians to resolve issues, as opposed to a customer of theirs seeking assistance via the method they were told to seek assistance: calling into their technical support line as instructed.

At what point did this change? Was this included in any of my bills? I can certainly testify that at no point in time did any Cox representative refer me to this web site.

Tim: how much more do you have to pay for a business account versus the residential account?

It worked out to about $30 a month more on a 3 yr contract. As I have no other viable high speed provider here, it didn't seem to be a terrible contract to do. The support (and lack of download caps) was worth it. I also run a business from my home, so switching to a business account made sense that way too. The only reason I'd gone to home service was to get the Ultimate speeds, as I am updating web servers from home and the increased upload speed was convenient. Thankfully about the time I was having all the issues, Cox Business started offering the same speeds on a SOHO Ultimate account, so switching became a good choice.

Cox provides service here as a way to intercept issues that aren't being resolved through the normal channels. This forum shouldnt be necessary, but we should be happy it is here, as the folks who staff it (CoxTech1, etc) have proven to be extremely helpful in the past.

Nonetheless the home support is lacking for any issue that can't be resolved with a phone call or one truck roll.