 Review by nightdesigns 
UPDATED: 289 days ago
member for 7.4 years, 3689 visits, last login: a few hours ago
 Surprise,Maricopa,AZ
 $45 per month
 about 5 days
 "Fast, Reliable, Good Value"
 "Transfer of service went horribly wrong"
 "Took a while to get going, but once it did, rock solid."
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Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I moved from one Cox market to another (Orange County to Phoenix). I called ahead to Cox Phoenix before moving to get service set up and to have a tech ready to install TV the shortly after I moved in. At the time, I didn't have an exact delivery date, so I kept my internet service on at my old residence and had a few days of overlap of service at the new residence.
The sales guy on the phone told me that this wasn't an issue and I would be signed up for the exact same plan that I had now and that it would be no problem transferring my existing @cox.net e-mail addresses. I was to take my existing cable modem and it would be used as a self-install at the new address.
Once I got to the new address I hooked up the modem, got a sync light, but only got an error message saying I wasn't authorized when accessing the net. The message was on a remote server, so I knew I had internet connectivity. Called support, they had me do a bunch of connecting and disconnecting because they couldn't "see me" and didn't believe that the message was coming from them. It was eventually determined that because I had an existing account still open that I had to close it. Called the OC branch, canceled the account, still no go. Called PHX support back and a tech was dispatched 3 days later. Meanwhile, the e-mail accounts were dumped and could not be accessed. PHX support said that because I didn't have an "Active" account at this moment, there was nothing they could do.
So the tech comes out, I explain the situation, he tells me without even looking at the line that the modem isn't in the system. Double check the line to make sure that the signal was good (it was). He calls in to add the modem, can't, still listed in the OC database and they can't transfer. I had to call into OC support and have them release my modem. Fortunately the tech was very patient and waited the 30 minutes while I was on the phone as they sorted this out. As soon as it was released, he called in and I was up and running.
I also had another surprise when I got the bill. I was charged for a cable modem (brought my own from my previous address) an install fee (this was a self-install) and I was charted at the premium account rate (i had a preferred account before and that's all I wanted, and my speeds were only that of the preferred account.)
Now there was still the issue of the e-mail addresses. I call back PHX support, explain the situation. I'm told that they can't transfer e-mail addresses from division to division. WHAT? I had been assured several times that it could be done. I could re-add them, but they're held on to for a period of time before being released back into the available pool. There was nothing that could be done. I spoke to a supervisor, we even got a sales rep on the phone who said it could be done (via tech-support) and the supervisor said it couldn't be.
The only way I was able to get the e-mail addresses up and running was to contact a COX rep here on BBR. After providing info, they called me up and we moved all of the addresses over. I was told that tech-support should know how to do this, but apparently no one does.
Other than that, the service has been rock solid. I've had cox for many years and at many addresses, and this is the first time I've had a major issue on the internet side. The TV side, that's another story for another day.
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