Cox Store — Local services in Council Bluffs

I was attempting to have service started at a new address and first tried to call the 800 number. While I was waiting for someone to answer (I hung up after 55 minutes), I was calling the Council Bluffs store on another line, trying multiple times but only ever getting the voicemail.

I decided to go in person, hoping for better luck getting a hold of someone, anyone, to help me. I got to the store and, as I was walking in, the store phone was ringing. There was an employee helping a customer, an employee that greeted me and was attempting to help me, and a third employee (turned out to be the manager) sitting on the couch by the front door, making no attempt to answer the phone.

After explaining to the employee what I described above, she apologized for the wait time for the 800 number and apologized for me just receiving the voicemail box when trying to call the store. I then pointed out that their store phone was ringing while the other employee was just sitting on the couch, relaxing, and she explained that that was the manager and she doesn't answer phones. I will admit that I laughed, somewhat derisively, because I couldn't believe what I had just heard. I was incredulous. A manager that doesn't answer phones when her employees are busy. Not only does that project a poor example of teamwork, it also visually and verbally gives the perception that customer service isn't necessarily a top priority, if they are willing to let a phone go unanswered when they have the capability of answering it. What if the person calling on the phone was not physically able to leave their house to come in person to the store? They would either call multiple times to keep getting no answer, or leave a voicemail message and hope someone would call them back...but from how things were looking, it didn't look like the response times would be very satisfactory.

At some point the manager came over because she must have noticed that I was not happy with the service that I was receiving. Giving her the short rundown of what I just explained above, her answer was slightly different from her subordinate: that she had just gotten off of a phone call in her office and had to man the entryway. I'm trying not to be unnecessarily condescending here, but it made me believe that much more, on top of what they had already tried to say, that they are so inept that they are unable to answer a phone (a portable phone that can be carried in a pocket, clipped to a waistband, held in a hand) and open a door for incoming customers (of which there were none after my arrival). Simple multi-tasking that requires less than basic skills.

The employee helping me then tried to ask for the address I wanted to start service at and I told her that I'd just like to cancel my service altogether, based on the customer service I was receiving today. I told them "you guys suck" as far as customer service (not the most eloquent phrase to escape my mouth but I was beyond frustrated at this point). I was then asked for an address to forward my final bill to, which was for my father's house in Glenwood (to ensure I received the bill to pay it), to which the manager attempted to politely and professionally one-up me by explaining that they don't service that area anyway. With that comment, she afforded herself another opportunity to showcase her ignorance: I explained to her in simple terms that she was assuming that was my next address just because I provided it for my final bill. My new address is still in Council Bluffs, well within their service range.

I chose two stars instead of one because, despite my frustrations manifesting itself into condescension and derisiveness, they did remain polite throughout my encounter with them. However, I am still in awe that, to be able to receive any sort of service today, that I had to physically drive to the store to meet with someone in person instead of being able to get a hold of someone on the phone. Better...

In all honesty, you guys are becoming too expensive. Without my promotional discount I would be paying 215.00$ for a 2 gigibyte beyond fast and unlimited data. Making it 160.00 a month. While I have GFIBER access to my house after they layed the lines last year and im getting offers for 2 gigabyte, unlimited data for only 100.00. Literally the same exact internet for 115.00$ less. Make that make sense. I've seriously pondered just dropping cox and going with GFIBER only because nowadays like charging 215.00 for 2g wifi is insane. At what poiny is price gouging enough it doesn't become greed. Surely if a fiber optic company ram from GFIBER can let americans afford that then cox is messing up somewhere. You was ahead of the game and now your starting to finish last when everyone else realizes what they can save amd the heart ache of issues. Ibpay for literally the best internet you have and im constantly getting jumped in and out of my devices aaaaaaaand it's a new modem from panoramic 8 your fastest yet.... idk same service, 2 g unlimited, 1 has issues and is 100 dollars more while the other seems to now be the leading edge offering the same option for cheaper and a hair of a fraction of issues .. where would you go. Would you stay? Or drop what seems like too much money and problems. And offering to me to contact you through the typical email response.. does that really fix anything? When I started cox 5 years ago, I was paying 66 dollars. Is cox a Chinese ran entity? Are there hidden tariffs we dont know about or what because the only thing that seems beyond fast is giving me horrible internet issues and taking my money for it at double the price. That's...

It's the typical run around when you go into a cox store and they try to sign you up for anything(I was trying to just pay my bill). If you get the panoramic modem the gray wifi router make sure to go into your account settings on cox.com and click privacy and turn off hotpot so that you don't beam out a cox wifi spot and have people using your stuff! (Anyone with a cox account can log into that cox wifi name and do whatever they want) They say it's not tied to your account but it messes with ours when we test it. Not sure if turning off the cox hotpot will disconnect your cox homelife security do at your own risk. We returned the panoramic router and got another 3.1 modem and moved on from it and haven't had any down time!

I've had gigablast since launch and I've also been a customer for over 10 years and they made me sign up as a new customer and wiped my history with them when I moved. A month later after I moved two of my friends got emails for cox loyalty program for reduced price of gig free and unlimited gigablast speeds. I took a screenshot of the email and took it in with me and they denied that it was...