I've Been Cox Blocked

By
Real Estate Agent with Sunset Properties, Powered by Movoto DRE #01485322

 I've Been Cox Blocked

 

When it's faster to hand deliver a message than it is to send it by email, there's a big problem.

 

Cox is my internet and email provider and I'm really unhappy.  Emails sit in my outbox and take a long time to get sent if they ever escape from the outbox.

 

This blog would be far too long if I outlined all of the ways Cox has not solved the problem.  It reminds me of how ActiveRain hasn't solved the issue of uploading photos from an iPad, but anyway....

 

Here are some of the the more ridiculous responses from Cox:

 

"Cox is an internet provider.  We do not have to offer email."  

Then don't.

 

"People use email on multiple devices and that takes up a lot of space."  

Wow, who knew??!

 

"Use webmail.  You should be happy I'm giving you a workaround."  

I'm super happy and by the way, your workaround didn't work.

 

"You're locked out of your email.  Try again in three hours and see if it works."

Seriously?

 

I decided to try online chat support.  Things were perking along with "Brenda G."  I was waiting for her next response.  I finally typed "Brenda?"  A message immediately popped up.  "Your chat session has ended."  What?  The same thing happened when I tried again with "Jack L."

 

I've been Cox blocked.

 

Customer service needs CPR.  Attitude needs a kick in the knee.  That concludes today's rant. 

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Comments (20)

Tammy Lankford,
Lane Realty Eatonton, GA Lake Sinclair, Milledgeville, 706-485-9668 - Eatonton, GA
Broker GA Lake Sinclair/Eatonton/Milledgeville

I have similar issues with AT&T.  I started with bellsouth (and I loved them and they have the BEST customer service), then the buy out.  Finally they are not my home provider anymore.  I'm working toward getting rid of them at my office too.

Jun 12, 2015 12:43 PM
Sybil Campbell
Fernandina Beach, FL
Referral Agent Amelia Island Florida

Jill Murty, Realtor - Serving Orange County, CA,  I had a lot of trouble with COmcast in Florida until I complained in their office.  A supervisor spoke to me and reversed the $800.00 fee that the phone representative said I owed!

Jun 12, 2015 01:00 PM
Fred Griffin Tallahassee Real Estate
Fred Griffin Real Estate - Tallahassee, FL
Licensed Florida Real Estate Broker

Hopefully you have access to another ISP.   If so, drop the Cox people and move to another company.

Jun 12, 2015 01:05 PM
William Feela
WHISPERING PINES REALTY - North Branch, MN
Realtor, Whispering Pines Realty 651-674-5999 No.

I use century link, they bought out part of the old bell system.

I like my service and the service I receive from the company

Jun 12, 2015 01:28 PM
Evelyn Johnston
Friends & Neighbors Real Estate - Elkhart, IN
The People You Know, Like and Trust!

Are there any alternatives? If so, I would be talking to them.

Jun 12, 2015 02:43 PM
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I feel your pain ... I have a couple of companies I'm dealing with right now that must have gone to the very same marketing sessions Cox attended.  Ironic that all concerned are communications companies ...

Gene

Jun 13, 2015 12:09 AM
Anna Banana Kruchten CRS, CRB, Phoenix Broker
HomeSmart Real Estate BR030809000 - Phoenix, AZ
602-380-4886

Jill we've been dealing with this for many months. Cox is updating their servers and apparently they started east and are moving west. Still not updated in Phoenix area.  We talked several times to a 'manager' but there is nothing to be done until they reach our area.  Pretty ridiculous to me to be in and out of service all day long.

Jun 13, 2015 01:26 AM
Nicole Doty - Gilbert Real Estate Expert
Zion Realty - Gilbert, AZ
Broker/Owner of Zion Realty ZionRealtyAZ.com

Cox blocked!  They have been ok for me the past year. They had an unfortunate incident with a major cable line being accidentaly damaged about six months ago and cut out service for half of my area(me included) but it only lasted about a day. 

Jun 13, 2015 01:41 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Tammy Lankford - It's so frustrating, especially when you used to have a good provider that was acquired by a bad one.

Sybil Campbell - That is horrible that you had to walk into their office to get something done.  The arrogance of phone rep is maddening.  

Fred Griffin - I think my options are a little thin.  I hope I can find a good option.

William Feela - It's great you're happy with the service.  I haven't heard of them, so I suspect they don't operate in my area.

Evelyn Johnston - I'd love a good alternative.  

Jun 13, 2015 07:09 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Gene Mundt, Chicago-area Mortgage Lender - www.genemundt.com - I'm so sorry you feel my pain.  What a headache dealing with this junk!

Those training sessions must include things like:

"How to effortlessly infuriate the customer."

"Tell the customer the service is good enough and to stop complaining."

Jun 13, 2015 07:17 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Anna Banana Kruchten - AZ Top Banana of Real Estate! - I got the same story about the servers from the guy who said Cox doesn't have to offer email and that people use email and Internet on multiple devices.  

People use multiple devices for email and internet?  Cox just became aware of this?  Wow!

I asked the Cox guy whom I shall refer to as Level Two Tom, if he was familiar with the ad campaign Cox was running.  Level Two Tom said that he was.  I asked him what he thought the goal of the ads might be.  He said he wasn't in that department.  I asked if he thought it was to get more business.  He said probably, yes.  

Why, I asked, would be the a big push to get new business if the ability did not currently exist to handle the existing business properly?  He didn't want to talk about that.

Jun 13, 2015 07:36 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Nicole Doty - Gilbert Real Estate Expert - It will come as no surprise at all that Mr. Murty was the creative genius behind the blog post title.  

I can understand an accident or a short temporary outage, but even the most mediocre forecaster would have been able to determine that additional servers were needed.

They should get their house in order before they try and bring on more customers.  Those advertising dollars should have gone toward more servers with the ad campaign to follow.  

Jun 13, 2015 07:43 AM
Laura Allen, Lake Tahoe - Truckee Real Estate for Sale TahoeLauraRealEstate.com
Coldwell Banker, Tahoe City, CA (530) 414-1260 - Tahoe City, CA
Tahoe Real Estate Agent Helping Buyers and Sellers

Jill Murty, Realtor - Serving Orange County, CA - There is nothing worse than not having access to your email.  It's time to get a new provider!

Jun 13, 2015 01:38 PM
Gabe Sanders
Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales - Stuart, FL
Stuart Florida Real Estate

Jill, it sounds like these folks are learning from Comcast customer support.

Jun 13, 2015 10:10 PM
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

I remember hating Cox when I had them for cable and internet, but realizing now that they are no different than any other company when I was finally free of them.  Hope you get this sorted out.

Jun 14, 2015 02:17 AM
John Meussner
Mason-McDuffie Mortgage, Conventional Loans, Jumbo Loans, FHA, 203(k), USDA, VA, - Walnut Creek, CA
#MortgageMadeEasy Walnut Creek, CA 484-680-4852

I'll join in on the fun.  I'm currently cox blocked from the internet at the house.  No idea why, just POOF! and the internet was gone yesterday morning, haven't had the time to figure it out yet. 

Jun 15, 2015 06:40 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Laura Allen, Lake Tahoe - Truckee Real Estate for Sale www.TahoeLauraLuxuryHomes.com - Seriously!

Gabe Sanders - I think you're right.  Ugh.

Chris Ann Cleland - Cox used to be good.  They acted like a small, local business, but no more.  What a bummer.

Jun 15, 2015 03:46 PM
Kelly Turbeville
Keller Williams - Lake Forest, CA
Turning Real Estate Dreams into Reality

Jill.. I am in Orange County as well and have recently not been real happy with Cox and I had them for years.  Internet connect seems to go in and out and much slower.  Called as well this week and wasn't real happy with the help. Disappointing for sure!

Jul 17, 2015 04:43 AM
Jill Murty, Realtor - Orange County, CA
Sunset Properties, Powered by Movoto - Laguna Niguel, CA

Kelly Turbeville - Hey O.C. neighbor!  As Anna Banana Kruchten - AZ Top Banana of Real Estate! said, they're updating their servers.  That probably has a lot to do with this.  

They obviously knew they had to do it, but waited until after the last minute to get started.  The didn't want to spend the money on that, but they're spending plenty of money on the perky commercials aimed at getting more business before they're prepared to support it.

Jul 17, 2015 05:46 AM
Frank Rubi
Frank Rubi Real Estate, LLC - Metairie, LA
FrankRubiRealEstate.com

Jill, I am not a fan of cox but it's the only choice here in my area. Hope your problem gets corrected soon. 

Jul 18, 2015 09:09 AM

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