An epinion from an employee
Written: Dec 10 '00
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Product Rating:
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Pros: Various programing options, internet service
Cons: Hold for customer service is long
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| ezreka's Full Review: Cox |
I work at Cox Communications, so I can tell you a lot about this company. I did work for a company called Multimedia Cable, but Cox bought them out this year. I have been with Cox for about a year now.
When Cox first took over there were no changes at all. Many of our customers would call to complain about this or that and say “This never happened with Multimedia”. I would have to explain over and over that nothing has changed!!!
This past September there was a change in the channel line-up. It was meant to be a good thing. Cox wanted every system to have the same line-up. It makes since to me. But, the plan was not well thought out. With Multimedia, there were three different basic packages to choose from. Basic (45 channels) $23, Standard Basic (52 channels) $27 or Expanded Basic (63 channels) $35. None of these included premium channels. Cox only has two basic packages either basic (20 channels) $6.16 or expanded basic (67 channels) $35. When they made the change, any former Multimedia customers that had standard or expanded basic were put into the expanded basic category and any that had just basic got just basic. Now for the problems. Those that only had the standard basic only got up to 52 channels. They were missing the other 15. I work overnight and get very few calls at that time, but in September there were 50 calls on hold at all times.
Now I am going to defend the company. This company strives for excellence. They do not like having outages of any kind, but they do happen. People have to understand that if there are 60 mph winds, the cable is probably going to get damaged. Cox technicians will work around the clock to get any outage repaired. One call will not constitute as an outage. We do have to have at least two calls from the same area to get a technician out there. But, if there is only two calls at 2:00 a.m. , I refuse to wake a Tech up to go out there. I will wait until I get three. We do believe you when you say your cable is out, but it is illegal for a technician to go to a residents home after 9:00 P.M. unless there is an outage in the area and he must get in the residents backyard.
I don’t know about the Cox Communications in other areas, but I do know when you call ours you will be on hold for a while. Please understand that the person answering the phone is not at fault. Try to refrain from yelling at them. They are just trying to do their job. We understand that it can be very frustrating to call to complain about something and end up being on hold for thirty + minutes.
Now to tell you about the services Cox offers. I already told you about the basic packages. You can add HBO, MAX, or Showtime to either of the basic packages for $11 a piece. If you want movie channels, I would recommend the digital cable. With Cox digital cable you get a variety of what Cox calls digital tiers. The digital bonus tier: Discovery Kids, Science, Home & Leisure, Civilization, Wings, and Health (you must subscribe to as least two other tiers to get this one, hence the Bonus). The Variety tier: Encore WAM, Toon Disney, Nick Too east and west, Nick Noggin, Nick games/sports, VH1 classics, country and soul, MTV 2, MTV X, BET on Jazz and Much music. The movie tier: 12 Encore channels, IFC and Sundance. Sports & Info tier: Weatherscan Local, Bloomberg info, ESPNNews, ESPN Classics, CNNsi, ZDTV, Game Show Network, BBC America, EWTN, ESPN now, NBA TV and Soap Opera network. With the movie channels you get 12 HBO, 8 MAX, 10 Showtime, 4 TMC, and 7 Starz. The Cox in our area offers three digital packages: Digital lite includes expanded basic plus all of the digital tiers mentioned (no movie channels) for $49.95. Digital Preferred includes everything in digital lite along with the 12 HBO and 8 MAX for $59.95. And Digital Works includes everything in digital preferred plus 10 Showtime, 4 TMC and 7 Starz for $77.95. Cox also provides Internet service with Cox @ home and Road Runner by Cox for $49.95. I especially appreciate the Internet service because it is 100x faster than dial up ISPs. Cox provides the phone service, but Multimedia did not so I am not very familiar with this service yet.
note: all prices are monthly charges before taxes
I would definitely recommend cable over a satellite and I am not just saying that because I work here. :) Cox has 24 hr. customer service and will repair any problems, even if it is the customers fault i.e. cut cable. When you buy a satellite it is your property and you are responsible for all repairs.
Recommended:
Yes
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Epinions.com ID:
ezreka
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Member: Angela
Location: somewere rainy
Reviews written: 89
Trusted by: 75 members
About Me:
Were does the time go?
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