 Review by NoVA_CoxUser 
UPDATED: 172 days ago
member for 5.3 years, 2005 visits, last login: 3 days ago
 Alexandria,Fairfax,VA
 $60 per month
 about 1 days
 "FAST !!! (20/3 Mbit/sec) Reliable. Low latencies, Low noise, and good power levels."
 "Tier I CSRs -- Rarely understand the problem, or just don't have effective diagnostic tools available"
 "Usually SOLID ... but any problems which DO occur, require YOUR perseverence to resolve"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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6 Sep 2008: Reviewed / Updated
7 Jan 2007: Reviewed / Updated
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Measured Speeds: 20+ Mbit/sec "down" and 2.3 Mbit/sec "up"
Bottom Line: A fast and reliable connection ... but a frustrating repair process when those occasional problems DO pop-up.
Since Cox NoVA also provides phone service in this area, their entire HFC distribution system also has distributed backup power. I've found that the battery backup for the fiber node in my area (providing not only phone service but CATV and HSI as well) fails after operating about 3.5 hours on battery.
Some comments re: tech support:
The "official" Cox customer contact system seems to have problems tracking an "escalated" ticket. (i.e. a ticket which can't be repaired by the 1st tech dispatched) This causes unnecessary customer frustration as the phone CSRs seemingly have no mechanism to determine what (if anything) is REALLY being done. All they seem able to do is schedule yet another -- usually unnecessary -- "inside tech" truck roll. This is NOT meant to say that things aren't happening in the maint/repair "system" ... it's just that the CSRs don't seem to have the tools available to communicate a meaningful repair status to the customer.
Once you get past the initial telephone-contact CSRs, the support is good. The key is getting past "Tier I"
For BBR members, if you have more than the most basic problem, IM'ing CoxTech1 -- in addition to opening an "official" trouble ticket -- seems to be the best course to resolution. If you're looking for a reason to register as a member, this "unofficial support" is reason enough!
Phone Service Comments:
I've subscribed to Cox's "digital phone" service (CSV version) since 11/2004. It works great and I am very satisfied. While not as inexpensive or "web-based feature rich" as 3rd party VoIP providers (e.g. Packet-8, Vonage, Voicepulse, etc.) ... it's EVERY bit as good in quality, availability, and reliability as the ILEC (Verizon) or CLEC offerings with a MUCH more complete list of dialing features for fewer $$$.
The minor "growing pain" problems I did experience (immediately post-installation) were handled MUCH more quickly and professionally by Cox then I think an ILEC/CLEC is even capable.
For additional phone discussion and installation pics, see »[VA] Cox Digital Phone Install Pics
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