Cox’s unhealthy customer support stymies customers who don’t need add speeds lower

Network cables plugged into a router.

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Cox has been making it extraordinarily troublesome or inconceivable for some clients to stay with their present Web speeds regardless of promising that it will not pressure customers onto plans with slower uploads.

As we wrote two weeks in the past, Cox knowledgeable clients with 300Mbps obtain and 30Mbps add speeds that they are going to be switched to a plan with 500Mbps downloads and 10Mbps uploads on March 3. A Cox spokesperson instructed Ars on the time that clients can keep on the plan with 30Mbps uploads so long as they improve to a DOCSIS 3.1 modem. However Cox’s e-mail to its clients didn’t point out this selection, and clients who referred to as Cox customer support have since been instructed in no unsure phrases that they can’t keep on their present plans.

A number of Cox customers from California emailed Ars about the issue after studying our article, all with comparable experiences.

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