We signed up for Cox internet service (*** Mbps) about a year ago and were initially qu...

GetHuman5018046's来自July 2020的Cox Communications的{0}客户服务问题

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The issue in GetHuman5018046's own words
We signed up for Cox internet service (*** Mbps) about a year ago and were initially quite happy with the service. We are fairly light users (*-TV, *-PCs, *-mobiles, ...). Our entire data usage (estimated since Cox doesn't report on my account pages) is less than *** GB*month and bandwidth usage is probably *** Mbps max. unless I am doing a speed test. A couple of months ago we started getting bumped off our internet connection intermittently and quite randomly. Usually lasts a only few minutes but problematic when I am doing a Zoom meeting or watching TV. Now happens several times a day virtually every day. I find the internet connection is dropped at the hardwired gateway not just wifi. I have followed the trouble-shooting steps on my own several times. The internet connection may resolve within a few minutes, but that happens even spontaneously.* Today I called tech support and explained my problem. The first tech went through the standard checks and rebooted the gateway. Finding nothing wrong she starts to blame the fact that I have too many 'devices' on the network and that the ***Mbps service is only for *-* 'devices'. No mention of bandwidth. Now most of my 'devices' are passive (security sensors, Nest thermostat, etc.) and even if all were using bandwidth at the same time it would be ****-** Mbps let alone anywhere near my usual **** available. I tried to explain that the "number of devices":* (*) has not changed since I had the Cox service installed and it worked fine before, * (*) the number of 'devices' is only useful as a rough gauge of needs and that bandwidth utilization is what counts, and * (*) even if I was approaching max on available bandwidth the 'devices' buffer the signals and may slow down but do not turn off the connection.*Tech support staff kept repeating the same, blaming the instability on me. * I worked in computer*network systems, I know how it is supposed to work and nobody worries about 'number of devices' per se. Tech Support just continued to tell me that I needed to upgrade (i.e. up-sell me) to Gigablast service. I find that unacceptable. Even if I did upgrade, your website suggests that my *** wifi connected 'devices' could not be handled by that either. *-* with *** Mbps and ** devices with Gigablast. In today's world, very few households would fall in the *-* "devices" category as described to me. It feels to me like up-selling is driving tech support now vs service. * All other ISPs talk about bandwidth and data usage per month and all are pretty clear that my level of use would be adequately managed with **-** Mbps service let alone ***. * I need reliable internet service and am quite pleased with the service...when it works. However, I will be compelled to look elsewhere if Cox cannot provide that. Please have someone contact me soonest.

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Cox Communications

Reported by GetHuman5018046
Jul 1st, 2020 - a year ago
Not resolved


Jul 1st, 2020 5:19pm
Jul 1st, 2020 5:19pm