Weeks ago I contacted Cox and asked about service at a new address. We were being forced to move and located a suitable property that suited everyones needs.
I was in charge of securing connectivity. We run our office from home. Our phones, internet, calendar. It's all updated and synced over the web. We've been very happy with Cox and I wanted to continue to utilize them for our services.
This is my first contact with Cox. The employee said that due to the nature of the network surrounding the address however, getting service shouldn't be a problem. This is how the first conversation with cox went down.
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Prismatic: I figured as much. 500 feet would be our neighbor. The street is 2000 feet away
Kassandra M.: Yes is close to your new address, reason why I can say that your installation should be more than probably.
Prismatic: You give me hope, Kassandra. If I can't get broadband I might have to back out of this house, LOL
Prismatic: We use a LOT of data, and rely on low ping times. Cox can't be beat
Kassandra M.: I am pretty sure that you will be installed as soon you contact the sales department. They will not lose a customer without fight.
Prismatic: That's what I like to hear
Kassandra M.: :-)
Prismatic: Thank you for the help today, It's much, much appreciated
Kassandra M.: You are welcome.
Kassandra M.: Thanks for allowing me to help you today.
Kassandra M.: Is there anything else I can help you with?
Prismatic: That's it. Thank you
....
A few days later I contacted Cox again and inquired about the address and was told it wasn't in the system. The employee said they'll submit the form and update the account when the address is processed. I left the chat feeling content.
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Alex M.: When are you planning to move to your new address?
Prismatic: In about two weeks. August 1st
Alex M.: Thank you , allow me a minute
Alex M.: Can you please double check the address is [Redacted]
Prismatic: One moment
Alex M.: Sure
Alex M.: No worries
Prismatic: The address is accurate.
Prismatic: Big URL incoming
[Redacted]
Alex M.: Thank you Prismatic
Alex M.: I was checking that address and we are current do not have service there
Prismatic: I am aware of that
Alex M.: I will submit a form to create
Alex M.: the account for you
Prismatic: We already have an account with Cox
Alex M.: We will create a new account in the new address
Prismatic: Understood. My apologies
Alex M.: No worries Caleb so I will submit that form for you
Alex M.: Once is created I will schedule the work order for august 1st
....
A couple weeks pass and I contact Cox again, they tell me the address is added but it's not listed as serviceable.
A long time family friend is a Cox employee, who has been with the company for decades, sent me this. (Circle and Red box are my additions)
[att=1]
The circle is my house, and the red box to the right indicates houses that are wired for cox service. There's a fiber line that runs down the street just north of the image in the picture.
My house and 4 other residences on the street are so, so very close to service. All five houses (this one included) have been trying for years to get Cox to come to the neighborhood. The tech I spoke with provided me with the house numbers of those "in the same process". A quick walk and a few door knocks confirmed, everybody here wants Cox service.
The long time family friend comes out and looks around the property. It's feasible to run a line from this property and up to those houses behind but he was worried about attenuation issues. He left it at that, saying sorry, but it's "probably never going to happen". Much to the dismay of my new neighbors who all excitedly wanted to know why there was a Cox truck parked on my driveway for a period of time.
Later that night I sent the long time family friend and Cox employee a text asking hey, if I trench up the hill, run power and install a broadband drop booster, would that solve the problem? His response was that the issue was more of a legal one, where if he wired in my home the other residences would be able to sue cox to get service ran to them.
I feel helpless and hopeless. We rely so heavily on the internet here for our business and pleasure. The only options are Satellite with low data caps, Cellular with low data caps, a WISP with decent speeds and mediocre data caps and vastly more expensive than cox, or, as I'm currently doing for the time being, tethering to my cellphone.
I plan to approach all the neighbors here and get signatures to take to the Cox local office but I feel like it'll fall on deaf ears. If cox had told me when this all began that it simply wasn't a possibility I wold have looked elsewhere to live. The whole family is looking at me and I can't do anything.
Someone please help me.
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Lalalalalalla
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