[AZ] I thought that I should share this with ALL cox customers - Cox (2024)

after doing some thinking and Spending My whole day Off messing with this I thought i would come on here to share my story with all other cox high speed internet customers.

me and My family have been with cox since we moved here from NJ in the summer of 2003.

Way before there was two Different speed packages.

well Lets get to the point. I just wanted to let everyone Know that im not against cox high speed internet in anyway. and this post is NOT about the price of the service or anything like that. Just wanted to get that out of the way before hand.

For the past Two months we have Noticed (me and my family) that the internet has been very very flaky and also degraded to almost 56 speeds at times.

we thought nothing of it since the service was very up and down pretty much most of the time. But from reading on here and Doing my research online i thought it was just "normal" cox internet problems that come here and there.

then this past week my router needed to be reset over and over again about almost each time that we would want to use the internet on anything wifi.

So I went and bought a brand new Router for the house .. The samething happen with a brand new router ...

Then I thought it might be the modem so I called cox to ask them If there was anything wrong with there connect. Since my xbox 360 was also not connecting to there live service and giving me a message about a DNS problem.

When I called cox I was told that they Could not see my modem signals and they would try to reprovision the modem to see if that fixed it.

I was then told that the modem would be rebooting and it never did. But I was Told from the cox rep that it showed that the modem was Rebooting.

I Was then Told to unplug the modem to see if we could force the reboot that way.

When I had the modem not powered on with the plug unplugged the rep once again told me that the modem Was online but that she Could'nt see it On her system. and that a service call to my house was needed to fix the problem.

Well this is when things get Crazy. and IM sorry if this is boring anyone at this point but There is alot to explain. I am very upset at the moment about this whole thing that unfolds from here...

The Service guy comes to my house and I just want to say that he was super nice and really helping as much as he could.

He comes in and checks the levels on the modem and sees that there is something Wrong and he needs to get to the panel box to see whats wrong.

he then spends about an hour re doing all the wires in there since it was a bad connection with something that was maybe making the signal not work enough to send my modems info to the headend at cox.

after doing that he noted that the signals are back to what they should be. Then We run a few speed tests to see if it was still getting 4500 down and not the speeds i have been paying for over a year the premier package ( I think its calls that)/

We run the test and sure enough everything is all over the place the speeds are still slow. (4500-6400)

This is where things Get very very weird ..

The service guy places another call to see if they know why The modem is still not coming up on there end but is online.

We then come to find out that the modem is NOT under my account and is infact under SOMEONE eles's account.

And That it shows that the modem I have been using for the past four years has never been "provisioned" to my account.

AT this point we try yet another modem that I had in the house. and that modem went online fine and also was able to be seen by the database at cox.

but once again the speeds were nothing close to what you would get with the lower speed package and def no where near what I should be getting for 59.99

The service guy once again Calls whoever on the phone and this time they Tell him to Test it out with a "field modem" to see if that would clear up the problem with the speeds and that it might very well be my modems that both dont work ...(come on ....)

He then Puts the tester modem on and syncs it Up to there network and once again we are online .. and once again the speeds this time are ever WORSE !

at this point he places about another 6 calls and then finally says something about his boss would have to come out to my house and use a company laptop to make sure that the problem is not My computer ... MInd you I work With computers for a living and have 4 computers in the house that they Could Test it out on... anyway >>

I over hear the tech say " I cant just feed him a line he knows what hes talking about".. Which I thought was not just rude but also What Kind of Service is that !?!

They Then call back and say ... Oh ok we found that first modem its been his modem since 2006 ... But was not on the Right account it was on someones eless account ..

So pretty Much lets put it like this //

I have been paying 59.99 for speeds that i have not had in over a year since moving into this new house.

MY modem Has also been on someone eles's account meaning that i have been using there speeds and not what i have been paying for.

I am very Upset to think that for the money i have been spending with Cox each month its all been for me to just STEAL service from someone else.

They then try to cover the mistake up by saying that this tends to happen from time to time... and I tried telling them but Do you let people know ?

I mean how often does this happen that most of us would have no idea that this is going on unless you check.

You could be paying for someone Eless internet and let alone you Could also be nailed with what ever they Do since its tied to your account.

After the service rep left I called again cause I feel that i should be compensated for this past year With something since I feel that not only Was I not getting what i was paying for but also i think this is a HUGE invasion of privacy.

I have no way to tell what kind of info I might have had open to someone.

I was told there might be a chance that someone cloned My modem. and i Brought it up a few times and still they denied that something like that can be done.

When I know this is not true at all. Ive read about it and talked to people that said its been done to them.

How would they turn off my modem and resync it when my modem would not turn off and back on . yet on there end it showed that it did ?

How can my modem have not been on my account at all and be under another persons account? and then after I complain about it they said that the modem in fact was mine and on there network since 2006?

I guess you could say that i should have known Better about my speeds and called Sooner to say that I did'nt have the right speeds.. but If im paying for something and it worked fine till This past 2 weeks how eles would i know whats going on ??

I dont know what to make of this. I think they should atleast tell the person who was paying for my internet that happened and at least doing something to compensate me for paying full price on a service that i did'nt get let alone I ended up Using it on someone eles account ??

now i sit here.. the internet is working again. Speeds are fine. but I feel cheated and confused and worried about if or if my modem is cloned and how someone else could be on my account like i was till now...

again sorry for this looooong post. but Im lost and i know this is the best place to get help in the right direction.