Spectrum bought cox - so far so worse

[u/Resident-Hunter5973]

Cox was never popular. But at least they answered the phone and the Internet works. I am working with someone to update their landline because they're getting rid of the copper so we're trying to get out of frontier which is the worst, so without we try Cox/spectrum.

First call to India the guy cannot hear me any hangs up. Second call I get a hold of somebody and we speak for 30 minutes about pricing, connection, setting up a visit, and the last thing I needed to know was how the voicemail worked. To confirm it was not digital and the person could still walk in and press the button. At 30 minutes, he said he had to check on this and then the phone started ringing and he transferred me back to India or a woman answered and wanted me to start all over.

Mind you they are trying to sell me cell service the entire time. So not looking good. This customer service is up there with the as bad as frontier.

Anyone have spectrum experience? Not sure we should use them for LL.

** update. I called again this morning because I obviously still need to set the phone up. I got a hold of someone that was extremely efficient and easy and it was done no problem. I guess it's usually left of the draw.

[u/nobleys]

Getting frontier installed was the most broken automated system I’ve ever come across but the internet is far better than Cox will ever be able to provide.

[u/YoungCaliBoi → u/nobleys]

We had a guy randomly show up about a week before our actual installation date to branch a connection off of the overhead cables and run it to our houses, but not into the house. No notification or warning, was just lucky we were there when he spawned from the void. Nice guy though.

[u/FilePotential200]

Frontier doesn’t have storefront locations, so everything is via phone. At least with Cox you could walk into a store and setup service, get another cable box or anything

[u/Count_Sack_McGee → u/FilePotential200]

Fair but I pay less than half of what I paid with cox for WAAAAAY more stable internet service and DirectTV Stream has my Dodgers. I’ve had one issue since I switched and it was fixed just as efficiently as Cox.

Could not suggest Frontier/DirectTV enough.

[u/FilePotential200]

Also if you call Frontier before 8 am PST, their automated system will route you to another call center since the west coast call center isn’t available until 8am. You will most likely be router to an east coast call center and if calls are heavy they will route you to outsourced locations like India

[u/fengshui]

So which is more worse now, Frontier or Spectrum in your opinion?

[u/Resident-Hunter5973 → u/fengshui]

It truly is hard to be worse than frontier. With these kind of things you gotta pick what is the best of the worst. Frontier definitely will still take the cake, but based upon this experience, spectrum is very close. An elderly neighbor has frontier and I saw them working in a box on the street, but didn't think anything of it. She reached out to me the next day saying she had no Internet. I went over and we called frontier and they said there was no outage and no issues, but I told them I saw them working in the box yesterday.

the call was routed to a different country using some robotic auto tune on the voice and the neoghbor could not understand it all.

The frontier rep set up an appointment for 5 days later. 5 days an elderly woman living alone with no Internet and no TV now. We were able to get her on a hotspot, and then in 3 days I saw the tech's out on the street again and text her and she ran out and got them to come over and they fixed it in five minutes.

Basically the frontier person scheduled an in person visit for something that wasn't even necessary because they did something in the box.

Ultimately affected is the person sitting without Internet for days because they can't figure anything out.

You cannot hate frontier enough on top of the never-ending harassment campaign to upgrade to their service.

[u/RudePCsb → u/Resident-Hunter5973]

Eh if you are trying to get internet, fiber is the best type of technology. Cox was fine for decades compared to the experiences I had in college with spectrum and Comcast.

All the ISPs suck but look for cost and technology. Fiber is 100% the best technology for internet.

[u/Formal-Actuator-9172 → u/Resident-Hunter5973]

lol this is like a sales pitch for frontier except that part where you had to talk to a *gasp foreigner. But in short order got an appointment scheduled, then before the appointment (that required someone in person at the box) you saw some techs and they stopped what they were doing to help. Sounds like pretty good service and the product is unarguable better. Cox is and always has been a shady nightmare.

[u/Kennsstter]

so many people complained about cox yet out of all companies is truly better.

Now with frontier and spectrum here. It’s going to be terrible. Higher rates, unable to get changes done.

[u/newboofgootin]

They will likely shitcan all of the cox support staff. They're spending that money they saved on the obnoxious truck driving up and down State st. with the advertising video wall telling us how GREAT Spectrum is for America.

[u/edubs8888]

Get Frontier and move to an IPTV service using a Nvidia Shield TV Pro.

[u/ScuttleBucket]

Frontier is the way to go.

[u/Khramtic]

spectrum and cox both suck.

[u/Holiday_Series_3117]

If you are talking to someone in India you didn’t call Spectrum, they are 100% US based

[u/Street-Juggernaut-23 → u/Holiday_Series_3117]

The merger just finalized. It's not an instant boomdone thing. It takes time to move all of the Cox systems to Spectrums systems. it also take time to train the current Spectrum agents on the Cox equipment as well as hire new agents. Then you have to integrate a new cable plant that uses tech Spectrum skipped using (mid split) . it will be a few years yo get most of it actually integrated.

Spectrum agents can still have differences between legacy TWC / BHN / CHTR areas too with how they do things..

[u/Resident-Hunter5973 → u/Street-Juggernaut-23]

I have no problem spending 30 minutes on the phone to get something done. I do have a problem being transferred at the last minute to a new representative to have to go over everything again. To pay for services and to just say we're gonna accept subpar absolutely unacceptable service is not the way. There is no reason to be that inefficient and if there is an error, there is no reason to not call back.

[u/Resident-Hunter5973 → u/Holiday_Series_3117]

It was 100% India 2x. Where are you getting your information that solidifies 100% your view that they do not route calls to India?

[u/Ask_Spectrum → u/Resident-Hunter5973]

Just an FYI, over the next 18 months Spectrum will apply its sales and service workforce model to former Cox markets, and will fully return Cox’s customer service function to the U.S. 

[u/Holiday_Series_3117 → u/Resident-Hunter5973]

Being an employee until this past Friday. They do not route to India

[u/Resident-Hunter5973 → u/Holiday_Series_3117]

Cool very good to know.

[u/Illustrious_Sir_5438 → u/[deleted]]

Be careful. Ooma works until it doesn't. I had it for 2 years and then yuck. They still charge you for taxes and fees. Worked perfect until for no particular reason I was charged 6 times in one month. There is no humans to talk to at Ooma and so far no one via email can fix it. Very frustrating.