Cox cut some users' uploads from 30 to 10Mbps, and its reps denied they could opt out

Cox Communications told customers on its 300Mbps down, 30Mbps up plan that on 3 March 2021 they would be switched to a 500/10Mbps plan at the same price, which was $80 a month for a year and $100 after. Cox said the change was tied to a network upgrade. A spokesperson told Ars Technica that customers could keep 30Mbps uploads by upgrading to a DOCSIS 3.1 modem, but the email did not mention that. The only other option with faster uploads was the pricier Gigablast plan.

Ars reported on 24 February that customers who called were told in no uncertain terms that they could not stay on their plan, even after upgrading modems. Cox admitted it had failed to make sure sales reps knew, saying staying was 'always an available option, albeit not one that was communicated as clearly as it could have been', and began retraining frontline staff. Customers described persistence, repeated calls and escalation to Cox's executive office before getting the opt-out.

The rollout began in California as part of a three-month phased launch across Cox markets. Hours after Cox promised to clarify, it began sending notices to non-California customers, a customer in Las Vegas among them, still without mentioning the option.

Cox's customer email gave no mention of the way to keep the 30Mbps plan, so most readers would assume the cut was automatic.

Frontline reps were trained in late January before the first communications, and their scripts did not include the opt-out Cox later described to the press.

The change was applied automatically unless a customer contacted Cox and insisted, putting the burden on subscribers.

A concession you announce to the press but not to your frontline staff or customers is not a concession. Brief the people who answer the phone before you change what customers pay for.

Cox said it was retraining all frontline employees that week, adding an options section to later notices and contacting affected customers again. It still said the 500/10 plan was a direct replacement. Ars noted the plan change followed a June 2020 episode in which Cox cut upload speeds on Gigablast from 35Mbps to 10Mbps in some neighbourhoods. The article reports no regulatory action.