Cox Communications [Archive] - Hyundai Elantra Forum

: Cox Communications

07-09-2005, 10:58 AM
Really, this isn't anything important, but I'd like to share.

So, last night I wanted to switch cable modems. I plug the new modem in and try to start IE/FF, both come up with a Cox Fast Connect Kit website and I can't go to anything else. So, I go through the first couple steps and then want to enter my Account Info/Phone/Address and it comes up that the info is incorrect.

I call Cox to find out what's up, the first girl I talk to asks for the Customer S/N on the modem, I give it to her, she said it's in use, I told her my mom was using it last month, but my mom just moved and now I want to use the modem. She says she'd need all my moms account info to take it off her account and put it on mine. So, I knew all the info and gave it to the girl and then she still can't make it work. She says she has to get her supervisor, then comes back to the phone and says they are "backed up" and if I could call back in 30 minutes it might be ready. WTF? I say that's not a problem, but was curious if I'd have to go through all the questions and laughingly she said yes. I told her that was pretty worthless then.

So, I call back in 15 minutes (I'm a little pissed off at this point). This time I get some guy and he asks me for the MAC ID on the modem, I give it to him, he has me unplug the modem and plug it back in a couple times and he says that for some reason Cox can't recognize the modem and the modem probably doesn't work. WTF? I told him I know it works because it was working fine for the last 18 months at my moms house. "Well, like any electrical equipment, it can just go bad." I wanted to punch the guy through the phone. He says they can have someone look at the modem, on, you guessed it, Wednesday at earliest. I laughed at him and told him I couldn't be without a modem for five days, and asked for a supervisor (I hate doing this, because I hate when people do it me at work). He comes to the phone and is just as worthless.

I told him I wasn't going to pay for it if I wouldn't have internet for 5 days and he says I can talk to the Billing Dept for that. This is at 10 PM, so I ask if they are still open? "Ohh, well no, you can call them first thing in the morning." ... "When?" ... "First thing in the morning." ... "What time?" ... "I think 8" ... "You THINK????" ... "Yeah, I can check" ... "Please" ... "Yeah, it's 8 when they open." Keep in mind this is a supervisor and he doesn't even know when other things at Cox are open, worthless.

Anyway, since I knew the modem was fine I called back this morning, talked to a girl who knew what she was doing. She had me unplug the router and plug it back in a couple times, asked me to start up IE and TA DA, everything was working.

So... why do people employ people that have no idea what the internet, let alone a modem or router is? People who work "customer service" should actually be able to provide customer service, especially the managers or supervisors.

This actually makes me want to write a letter and complain about how crappy it was, and commend the one girl for knowing what the hell she was doing unlike anyone else up there.

----- So, that was a long post.

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07-09-2005, 11:07 AM
Welcome to the human race.

Screw know what their doing, they just need the money.

07-09-2005, 11:50 AM
Test question for immigrants to the US.
Compose a sentence containing "Green, Pink and Yellow"
Answer given: The phone goes green-green, I pink it up and say yellow.
Result. Person is now working for Cox Communications.

07-09-2005, 01:11 PM
Haha, they all sounded like "regular" Americans to me.

I love the speed and reliability of the internet service, as well as the cable service, I just wish they would know what they are talking about.

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07-09-2005, 01:14 PM
Linksys is worse.... by far. I hate them... every time I call(about the same problem) They ALWAYS ask the question, "Have you set the MTU?" I don't know what the MTU is but I have set it several times. It never works though.

07-09-2005, 02:53 PM
When I lived in Newport News, Va. my family and I had Cox Comm. I tell ya, they were alot better than Comcast here in Jax, Fl.

07-09-2005, 03:59 PM
MTU is maximum transmission unit(the largest size in bytes a packet can be). and yeah cox sux.

07-09-2005, 04:12 PM
did you get names?
if not I hope they (the employeeS) put notes in your account, otherwise it would be hard for the manager to coach the people that need it.

From being a manager in a call center for internet tech support i know what you went through and unfortunately the reality is that the good techs dont stay long on the phones... they move up to something better then being a phone monkey.

07-09-2005, 06:44 PM
I have first names.

They said they were putting notes in the account, but apparently not, because nobody mentioned the notes when I talked to the next person.

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07-13-2005, 12:07 PM
Oh they put notes in your account all right! Notes that say, "This guy is an a^&hole, and What a S%^*head!" LOL I despise Cox Cable they suck big fat hairy donkey balls IMHO I had them when I lived in Burke and their cable service people were even worse than the internet people. Kinda makes you feel like Michael Bolton in "Office Space" doesn't it? "What the hell is PC Load Letter?"

07-13-2005, 01:47 PM
OMG. and don't owe them money. They will send the installers out to repo the equipment if you go a day over 60.

07-13-2005, 06:24 PM
Haha, funny.

It's too bad the actual cable and internet are so good.

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