The Big Think

November 15, 2005


Filed under: Bandwidth Speed — jasony @ 12:13 pm

Cox must be feeling the pressure to treat its customers well. SBC has been digging up the neighborhood for the past two weeks installing new fiber for their DSL services (only $14.95/month!). It’s been a bit of a pain, but the workers have been good about replanting grass and generally keeping the place looking okay. Well, as good of a job as you can do when you dig giant 6′ deep holes in people’s yards.

Anyway, Cox must have realized that they’re soon going to have mass defections if they don’t do something about their service. We’ve been consistently getting between 100k-500k on our so-called “high speed” cable modem for a couple of months now. Complaining hasn’t done anything to fix the problem.

Lo and behold yesterday they sent work trucks to our neighborhood to upgrade the system. They’re doing something to the cable box in front of everyone’s house, and the service guy who came out this morning to check our connection (again) said that they’re upgrading more of the equipment.

And here’s a bonus. I was told that our old modem was slowing down because it was old technology that had been orphaned by one of the many recent “upgrades”. (you know- the ones where they say “your maximum speed has been upgraded from 2mbps to 1000TERABITS/SECOND!” and then you read the small print that says *”speeds not guaranteed”). The modem would have to be replaced at our cost (about $70) because we purchased the original.

The service tech this morning took a look at our old modem and commented on how old it was, then said he’d go ahead and replace it with a new one no charge. Right now we’re getting 3.7mbps. Finally!

Chalk it up to the pressures of competition, but I sure wish Cox would treat its customers well when they don’t have competition breathing down their necks. Sure, it costs time and money, but you’re eventually going to have to do it anyway. Why not make your customers happy and do it when you don’t technically have to?

1 Comment »

  1. We bought our modem back when you used to save $3 a month by owning. Oh well. The caveat, although it’s supposed to be free around here, be sure to watch your bill and make sure the service tech didn’t “do you a favor” by adding a modem lease charge.

    Comment by Patrick Watts — November 15, 2005 @ 1:09 pm

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