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Disregard the gleefulness you may view on broadcasts or read elsewhere from Cox Communications (which includes their internet cable access) as to their glitzy “services.”

The reality is that they hold franchises in locales that then enables Cox exclusive use of those areas; that is, their cable services are offered exclusively in those areas that issue them these franchises. If you are a customer in one of those franchise areas, you have no options for cable service (television and cable internet) other than Cox.

Even if there are other cable services nearby, if you as a client reside or operate a business in one of those franchise areas that Cox monopolizes accordingly, your options for cable services (internet access and television) are limited to Cox Communications. DSL broadband and wireless are available for internet access but any cable services are limited to Cox (same applies to any company that has this similar franchise agreement anywhere else).

Combine that exclusion of competition for consumers in franchise areas with the inevitable callousness that results by the monopoly provider and you get what you get at present from Cox Communications in my current service area: the current creeping cable internet access speeds make dial-up look blazin’ fast by comparison.

When watching cable channels as provided by Cox, one is exposed to countless daily commercials by Cox for Cox: how grand their service is, how lauded they are, what a great place it is to work (yet they appear to continually need employees so that raises a question right there, along with the fact that I have rarely met anyone who actually works there who is happy in their work, aside from those they depict in their self-advertising and promotions).

No “Customer Satisfaction” or “Customer Happy” organization has ever contacted ME, however, to ask for my experiences and opinions after paying Cox around $150.00 a month for their cable services. I don’t receive “customer service” — but I do receive ongoing inaccurate invoices and no responses when I ask for service regarding this ongoing issue (I’ve been billed inaccurately by Cox for many years now, such as I’ve noticed, and to Cox it appears to be an issue of control and superiority that they refuse me accurate billing, rather than an issue of ethics otherwise. They allege to be providing services they do not (internet access speeds are not nearly what they claim they are nor are they consiistent nor relaible, nor does Cox allow customers to report outtages such that any credits might be provided for loss of service; “customer service” won’t record any outtages even when you try to report them and billing won’t credit, so they say, for outtages unless you report them and thus, Cox continues to manipulate charges for services not provided).

I’ve had cable service before — both television and cable internet — and the former good experience was from Roadrunner (but in another area of the country): it was technically competitive — reliable/worked fine/no failures beyond the occasional, no snailed-paced “broadband” — online assistance, reasonable prices, about all one would expect and want from a cable provider.

So at this point, I’ve had Cox service for over seven years going and I’d anticipate they’d value us long-term customers, but, doesn’t appear so.

MUCH LATER UPDATE (months later):

My access speed improved demonstratively after a number of changes to my service that occured at my ongoing insistence (but not before). So, Cox recreated my “highspeed” internet access but a great deal of effort on my individual part was necessary in order to bring this about:

(1.) Cox says they “split the node” in my service areas (more users in one area creates too much demand on one “node” and decreases performance for all customers; dividing up existing customers in high-use areas redistributes use-demand for those customers; err, somethin’ like that); and,

(2.) multiple, ongoing exchanges of my cable modem (as also cable tv/receiver box) eventually provided me with consistent and acceptable service (but this required a great deal of patience and trial-and-error equipment exchanges on my part, took about a year to eventually find a cable-tv-receiver that enabled acceptable service, while one cable modem exchange resolved a noticable amount of the internet access issue).

So I’ve returned to good reception as provided by Cox but it’s required immense patience and effort on my part to wade around the various difficulties I’ve described in these ongoing posts about the problem (a lot of phone calls, many visits to a Customer Service outlet, lot of time by technicians [house call came up with “nothing wrong” result while the service continued to lag]). The service — a full year later — does NOT “suck” but the experience I had in arriving at that has been arduous: lesson again emphasized is that each of us has to solve our own problems and you don’t always get what you pay for and when you don’t, you have to persist in complaining about conditions while exploring solutions.


C O M M E N T S : now closed