Review by KlubMarcus 
UPDATED: 1.8 years ago
member for 4.8 years, 53 visits, last login: 198 days ago
 Virginia Beach,Virginia Beach City,VA
 $30 per month
 about 3 days
 "Connected the day the free self-install kit arrived"
 "Customer service, technicians, and management are morons!"
 "Find another company, Cox managed to disconnect and piss off a customer who had working service!"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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We ordered Cox HSI after seeing a TV ad and we were looking for an ISP because we just moved to the area. My wife called the number, put in the order, the install kit arrived on schedule and I hooked it up. It worked! But the first Cox technicians had left a work order at our door saying we needed to call them for a re-schedule while we were out. I thought that was weird since the service already works, we even used the username/password that the phone sales people gave us which the setup CD asked for.
My wife calls in to re-schedule and has to leave town for training. She asks that I stay for the technician appointment a few days later. The technician arrives expecting to do an install. I point to the computer and working cable modem and he's puzzled, tells me there's a bill for me to pay, and he goes to work outside (probably at the cable box). My wife is not tech savvy and women tend to get ripped off (another example would be mechanics adding extra labor/parts) so I wanted to know exactly what the bill was for.
I call Cox's phone number on the original work order left at our door and the moron on the phone refused to tell me what the bill was for. I had to argue with her for about an hour without resolution. I don't have my wife's SS#, but my wife is out of town, and they refuse to even call her to verify the info I was piling on them. I told the moron at the phone to contact the technician who was already on-site to come back to my door and show me the work order. She said she can't do that w/o the SS#... idiots! He's already there and they were able to contact him by radio and send him to the next appointment. So the tech left w/o giving me the status of the work order or showing me the paperwork on what I was supposed to pay/sign for! He was already there. If they were worried about verifying ID, maybe the technician can check for them. No, Cox technicians and contractors don't ask for ID or verify SS#'s, but they are OK with over-the-phone. What morons!
Now Cox HSI service is completely out. After an hour, I was finally able to get a supervisor. He's a robot who was muttering the same cover-up line about not having a SS# so he can't do anything. I told him again that the service was already working before I called in, before the second technician arrived, before I spoke with him. So Cox employees made the situation worse! I already had service, I didn't know what the technician was doing there, the technician thought he was there for an install (even though they sent a self-install kit that worked), the customer service monkey couldn't tell me what the bill was, and the supervisor can't do anything... and they still expected me to pay the bill from the tech! The supervisor told me that his manager was out of the office to resolve the issue that the customer flunkie couldn't resolve, that the technician couldn't resolve, that he couldn't resolve, and will call me back within 24-48 hours. That's BS because I'm already disconnected.
Hours later, after my wife got of training in another state, she was able to call me and Cox. Guess what? They were CLOSED for the day! What kind of morons run a 24/7 ISP that closes after 6pm! Then number they left us had an automatic recording to call back the next day. Even when you follow Cox procedure, you still get screwed.
My advice is to shop for another ISP. Even if you think Cox service is good, they'll screw it up. At the very least, avoid contact with any Cox employees or contractors. If it works, don't let Cox HSI break it. BTW, their pricing isn't competitive and there are intermittent drops in service. Not such a big issue if I wasn't disconnected completely.
I just moved to a new neighborhood where Cox was the only broadband ISP available. I was using Sprint beforehand for the years between updating this review, I recommend Sprint DSL over Cox. Anyway, back to Cox. Just get the Value package. You won't see the difference anyway because PowerBoost is like VTEC on a Honduh, pretty useless for the VAST majority of the time and completely useless when you need real speed instead of being faked out by compression.
Followup comments:  ketchup2me
join:2008-02-05
Denham Springs, LA
| He's not alone! Agree 100% the right hand doesn't know what the left hand is doing. Had simular situation, had problem, called in, moron on phone reads a script. Thats what pisses me off, robot morons that are going to tell me, its probably something I did, when in fact their contractor removed a subdivision feed because he thought is was not used. So don't give the guy a hard time, I also came into an area that only "get coxed" had broadband in, before used bellsouth and never had trouble, NEVER! Cox service blows, and when at&t gets off their ass and finally runs fiber here, I'm switching. | |
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