Absolutely horrendous service, do not recommend to anyone. Save yourself the time and go with Starlink or Metronet. I wfh and have a family member whose medical device requires Internet connection, this company is wasting my time and my money everyday of their "service".
We recently moved to Casa grande 6/30 and did the legwork to make sure we were set up with Wi-Fi before to moving in a week prior. I was repeatedly told that all I have to do is plug-in, and I was advised NOT to schedule a pro install because it "would take about a week" and that in most cases they just require plugging in. THIS IS NOT THE CASE!
Upon picking up July 1, I immediately ran into issues. I was provided the router itself + yellow cord. I live in a new build community that has Cox fiber optic, so there should be 0 problem. The cord provided does not fit anywhere in my house. I watched the installation videos that was provided to no avail. I call the branch for help, and someone from the store walks me through my home via phone. None of the solutions work w/ the cable they provided. There is 1 plug in my home that already has a 3 inch cord protruding out of it. They advised me to try this out, and even when plugging in & connecting the router to power, the Wi-Fi on my device shows "No Internet connection". It is from there that they escalated me to tech-support, where I had to explain my situation again to no avail. I transferred again to someone else, who walked me through everything (and walked me through my house), & still nothing. She then advised that she scheduled an appt for a tech to come on July 3 between 8-10am
Come July 3, I call the branch at 9:55 (5 minutes prior to the END cap for their window) to see when I can expect them, and was transferred because the branch was closed per the answering machine. The 1st person I spoke to stated that I do not have an appt at all for installation and they have no idea why I am under that guise. I tell them my experience and advise them that they need to get a tech to my home since this is the 2nd mistake made. I am then escalated to a manager, to which they tell me I DO have an appt scheduled but there's not a timeframe, just that it is today (7/3). I asked him to send me this in writing via email, and he tells me he does not have the access to do so. I confirmed again that a tech will be coming to my home and he says that someone will call me within the next 1-2 hrs when they are coming.
3 hours after that phone call with no tech, I call the COX again, someone the local branch answers. I explain my whole situation and all of the escalations. This is where an employee tells me that I did not have an appt for install or anything for a tech to come, rather that it was scheduled as an appt at the branch and I would need to reschedule for the next week. This is absolutely ridiculous. I have never seen this LOW level of customer service and lack of internal company communication in my life. The person from the branch tries to walk me through the issue, going through the same situations for the 5th time. Having me walk through my home while on the phone explaining everything to no avail. Even with buying my own co-ax cable in ATTEMPT to make this work (because clearly the equipment that Cox is not working) this does not work. The router still shows no Internet connection.
The person at the branch was only able to set me up for a NEW appt DAYS later. Due to COX's mistake and the company's continued lack of regard for customer experience + the extenuating circumstances of WFH & having someone who is dependent on connection for a medical device-- they should have scheduled this first thing! The "best" they have is an appt 1.5 wks after pickup after TELLING me I didn't need pro install!
Then a rep calls me this morning to try and sell me on additional offers " to make sure I'm reaping all the benefits of Cox prior to install" What. A. JOKE! read more
