- Report: #419605
Complaint Review: Cox Communications - Virginia Beach Virginia
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Cox Communications
P.O. Box 62549 Virginia Beach, 23466 Virginia, U.S.A.
Phone:
757-224-1111
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Cox Communications, Cox Webmail is buggy, no refund when service is offline Virginia Beach Virginia
I have repeatedly tried to resolve a problem with Cox's webmail service. I am forced to log in multiple times each time I go to the site. Tech support has been lame, telling me
1) delete your cookies (but they couldn't tell me the precise name of their cookie, and I'm not going to lose all other site registrations because of Cox.)
2) change your password (no thank you, it's not because I forgot my password that I've been using for 5 years--it's because your system doesn't work.)
And the real kick in the butt? Last time I called because the service was not online, they said they wouldn't issue a refund because webmail is a "Free" service. As long as I had Internet connectivity, they wouldn't issue a refund. They claim no guarantee for keeping web sites (i.e., webmail) up and running. I pay $40 a month for this "free" service.
They don't train their customer service staff well. All they to go from is a script. They won't escalate your issue to a higher level and if you want to talk to someone higher up the chain, they don't offer a direct line-- you have to play the phone tree game all over again, after already wasting hours with people who don't know how to fix anything.
Laurie
WILLIAMSBURG, Virginia
U.S.A.
1) delete your cookies (but they couldn't tell me the precise name of their cookie, and I'm not going to lose all other site registrations because of Cox.)
2) change your password (no thank you, it's not because I forgot my password that I've been using for 5 years--it's because your system doesn't work.)
And the real kick in the butt? Last time I called because the service was not online, they said they wouldn't issue a refund because webmail is a "Free" service. As long as I had Internet connectivity, they wouldn't issue a refund. They claim no guarantee for keeping web sites (i.e., webmail) up and running. I pay $40 a month for this "free" service.
They don't train their customer service staff well. All they to go from is a script. They won't escalate your issue to a higher level and if you want to talk to someone higher up the chain, they don't offer a direct line-- you have to play the phone tree game all over again, after already wasting hours with people who don't know how to fix anything.
Laurie
WILLIAMSBURG, Virginia
U.S.A.
1 Updates & Rebuttals
Robert
Irvine,California,
U.S.A.
No problems here...
#2Consumer Comment
Tue, February 03, 2009
I use the Web Mail service on a regular(but not constant) basis and don't have problems. I do agree that their support is just reading a script and it seems like a trained monkey could do better. However, it is a "free" service, so I can see why they may not even have anyone to elevate the call to. Not knowing anything about your setup it could be a compatibility issue with something on the computer you are using. So here are some suggestions. 1. If you are asked your current location(state) select a different one in another part of the country. This will put you onto a different webmail address. If you don't get asked you can change it manually by putting in different addresses. http://webmail.east.cox.net http://webmail.central.cox.net http://webmail.west.cox.net So if you are for example on west, change to east and see if your problem goes away. 2. They have two types of web e-mail: Classic and Enhanced. If you are trying one that is not working, go back and try the other. 3. If you are using Internet Explorer try using a different browser such as Opera or Firefox. 4. Make sure your password meets the requirements. I say this because if you have had the same password for 5 years it may no longer meet the higher security requirements. I know I had to change mine about 6 months ago(or so) because it was not "strong" enough. That is I could get my e-mail through my regular client but couldn't access it on-line. (Directly from cox.net) - 8 to 24 Characters long - Must contain BOTH letters and numbers - Must not contain any form of the word 'password' - Must not contain any form of your e-mail address or cox login username If this is your case and you don't do it, no matter what else you do still won't get you in. So it would be an inconvienience, but it is not a RipOff for them trying to make it more secure. As for the cookies I don't think they even use cookies. I ran a test and no cookies were created. But if you are using IE you should verify that on Temporary Internet Files you are checking "Every time I visit the webpage".
