Cox Store — Local services in Manhattan

Wish I could give 0 stars. The worst set up and customer service I have ever experienced. The shipped the device out late but told me I could set it up myself with no issue so I there was no need for an installation apt. I got the device and spent 3.5 hours over their messaging feature and on the phone for them to tell me I had to have an installation appointment which is $100 or a care plan monthly $10 that I could cancel after 3 months. I asked if we could escalate the situation to see if we could get the issue resolved. They said someone from their escalation team would call me back between 1-5 minutes. I had to call them back 30 minutes later because I did not receive a call.

Next, They said their next available apt was not until the next week. I told them that I needed the internet because of work and they had sent the device late which caused me to already take time off, no budge. Eventually, I agreed to just pay for the care plan and we set up an apt for the next week and the representative told me they would come out between 8am-10am so I could at least work most of that day. After we hung up, I got a text that said my apt was set for 10-12pm. I called back and asked to be escalated so we could set my time for the slot we discussed on the phone. The representative said he could not do anything and that I would have to take that time slot or wait until the next day. I asked if they could waive the fee because this was the second time their mistake had resulted in poor client care and he said he couldn’t do anything because I would get charged in billing later. He also informed me I was not set up in the customer care plan (pretty much Apple care) even though the last representative said they signed me up. He continued to say he could not do anything for me and I had to no other options other than he could put a note to ask them to come as close as they could to the top part of my apt window.

I had a visit today from the tech who was extremely nice. I asked why they originally said I would not need an installation apt and he said because they saw that I had an active outlet. He tested the outlets and we found one downstairs (so I did not need a tech to come out). After he left I plugged in the modem and 3 hours later I still do not have WiFi and have been messaging someone in tech support who keeps saying they need time to check in my account which has taken an hour.

So as you can see. I would not recommend them and will be looking into other...

TL;DR: Bad value, poor service, get WTC Fiber if you can!

It is Internet. The customer service reps try their best to be helpful. That is the good I can say.

The bad: Predatory marketing and pricing. The promotion pricing lasts 12 months, and afterwards you are stuck with a rate that is much higher than the original. Most packages come with things that you don't need, preying on a lack of consumer knowledge. Tech support that is about as good as a Google search, and modem/router combos that you will never actually own. Your $50 package can easily balloon to $75 or $80 per month, and after your promotion ends... You're looking at well over $100 a month. The constant upsales from not only customer service but also the website itself... I just want to check for a service outage, not get sold on a range extender that I won't own and won't work. Pro tip: if you call and tell them that you are thinking about cancelling, they will often give you a sale. That's the good thing about the customer service reps.

The horrible router, the Panoramic, is among the worst I have used. Most packages come with router/modem combos that die frequently. I had mine mounted in a well ventilated space upright and went through 2 in about 18 months. At an absurd rate of $15 a month!!! the only good thing about the 'included' routers is that you can get a new one when they inevitably die. The software interface is absolutely horrible, lacks features aside from gimmicks, and it has to talk to the mothership for any config changes to be saved. A quality, 500mbps capable modem and router with better range and interface and won't die will run you about $100-150.

I have a significant outage at least once a month. I live over by the stadium... This is not a sparsely populated area. No excuse for losing a day of the internet that I pay for every month!!!

Terrible, truly awful value only bested by AT&T DSL which runs over a dang phone line!! WTC Fiber, a great local company, offers symmetric up/down speeds for much less money! I pay $70 a month for 150 down and 15 up. WTC offers 250 up and 250 down for $50 a month! No sales, no predatory marketing, no overpriced equipment rentals... Just good, clean, fast internet with symmetric speeds at a great price. I wish I could leave, but Cox is the only decent speed internet I can get in my neighborhood. WTC service area cuts off only 2 blocks...

Describe your experience: Horrified!

Why: Up until last week I was receiving roughly 70 channels of TV. Now I can't watch anything. I called cox and discovered they went all digital and that if I wanted to watch TV again I would now have to purchase a digital receiver and get cox service added. They explained the first receiver is free... for one year.

I have five TV's one in each bedroom and one in my family room. The cost is now adding up exponentially over a year. While on the phone with the representative she explained that I had been receiving the cable channels illegally. She blamed me for cox's inability to disconnect services 17 years ago when I moved in. Now ... I get the brunt of their stupidity. Hmmmmmm...

OK ...since I am not a cable expert I truly didn't know something was "wrong." Cox has been to my house several times over the years to fix the cable lines, and never has anyone said anything to me about being hooked up "illegally" until cox decided to go ALL digital.

The representative that I spoke to, explained that going ALL digital happened to coincided with an audit that was done on my line after 17 years. Hmmmmmm..... I must be really stupid.

Of course my question to the representative was "why" and she gave me the roundabout answer of how the service will be so much better for me where I will have a clearer picture on my TVs, faster internet capabilities and several other things.

After going a few rounds with the representative I realized nothing was going to change. The service I had been receiving for 17 years was now dead! My loyalty to the company means nothing. My bundled phone lines and internet service is a sham. Funny that the internet has not changed as a matter of fact I have more problems now than I did before the “digital” flop.

What can I do??? Simply spread the word one person at a time.

I have been pissed on by this company, and now I...