oxio Reviews 

crap service. I've been texting them (because they won't talk on the phone) for five days in a row and they are not accepting responsibility for the issue so of course, we can't resolve it. I'm switching. Done texting them. Waste of time.

First of all they told me I would be receiving my equipment from 3 to 5 days. It took 2 months. Second they activated my account a month b4 I had equipment. I wasn't at home when the equipment arrived as I was in the hospital and I thought it was a scam as I didnt receive anything from then for a month b4 I was in hospital. Then I got an email that 51.45 was taken out of my account by them. It still isn't hooked up they haven't given my money back.

The most terrible Internet provider ever! I had countless internet interruptions for days, spent hours on communication with them, even a technician visit.
Still not working, switching to Roger’s.
If you need a reliable Internet service, stay away from them.

TLDR:
Yes, Oxio is cheap, and as long as it works, it's great.
But as soon as you have an issue that does not fit into one of their boxes, you are SOL.
You get what you pay for.

The good news is: you can cancel at any time and that is what I plan to do.

For those who want more details, read on.

What's the issue?
Every week, there are several days when my home internet network goes down, usually several times a day.
This can happen within minutes of the last reset.
I am not a heavy internet user - no gaming, no huge uploads or downloads.

How long have you been trying to get it resolved?
I have been talking to them over text about this issue (they do NOT offer phone support) since the beginning of November.

The customer service has been inconsistent at best. I'm always having to start again with a new agent, and explaining things again and again. Sometimes, they don't respond to text messages for 20 or 30 minutes (and they are only open between 8AM and 10PM on weekdays). They have sent out two 3rd party technicians.

How has this affected you?
Aside from it being incredibly annoying and frustrating to have to reset my network over and over and over, I've also been forced to use my cell phone's data plan to do things I would normally depend on my home internet to do. Also (and more importantly) I have wasted HOURS and HOURS and HOURS of my life trying to get this issue resolved.

Why can't they help?
They don't seem to know much, or maybe they just don't want to go to the trouble.
I keep having to start over again with new tech support agents, who have usually not taken the time to familiarize themselves with the issue. They are usually polite, but always offer the same solutions, which have already been tried or don't have any reasoning behind them. For instance, one agent wanted to send me another replacement router. There is no reason to think this will resolve the issue; it just feels like they're just grasping at straws.

What other resources have you tried?
I have called both the line provider and eero (the router manufacturer) to see if I could get more information. The line provider told me Oxio uses a modem that originally came out 9 years ago (Hitron Coda-45), which the line provider phased out a while ago. I mean, it's not the best modem, but I don't see why that should lead to repeated network outages.

One of the technicians who came out said I could try to change the line, but there's no reason to think the line is the issue. The TV is on the same line, and has had NO issues.

When I asked Oxio if they could run any diagnostics on my modem or router, they said no. When I asked if the Technicians who come out in person share their diagnostic information with Oxio, and Oxio said the Techs don't test the equipment; they are only responsible for the signal and the line.

Oxio said they test all the equipment before it goes out, and then they can't test it again. They've sent me new equipment and I still have the same issue.

Then, Oxio said they do have access to some logs on the eero router and the modem. However, they only have limited access to the router's logs, because eero does not allow them to see more. And those logs would not be helpful for this issue. They said they have requested that eero shares more info, and have gained a little more access to information. But, like I said, not information that would be helpful here.

Then, Oxio said they could look at the modem's logs, but they hadn't suggested it before because I would need a computer with an ethernet port, and most customers are not familiar enough with tech to do this. Then, when I asked what would happen if I could find a computer with an ethernet port, he said that I COULD actually access the logs over wifi, without an ethernet cable. I also looked up the modem to see if there were any known issues. And apparently, there are. It is 1 out of 70+ modems which uses an Intel Puma 6 or 7 chipset. I read there have been well-documented issues for years with modems with that chipset. When I asked if they had any other modems, they mentioned the Sercomm DM1000, but it has the same chipset, and that one is for customers who pay for higher speeds.

Compensation?
When I've asked if there is any compensation for the issues Oxio has been having, I am told I could ask for compensation when the issue is resolved. I have my doubts that this is even possible.
And then only 24 hour periods without internet are eligible for compensation (1:1)

The frustration is turned up to 11
WHY am I doing the legwork?
WHY am I the one who had to ask if they could check the logs?
WHY are they not able to diagnose issues remotely?
WHY are they using modems with known issues?

Welp, you get what you pay for, and I'm going to pay someone else.

Bad customer service. Can't them they only do text and Facebook. We lost connection all the time today alone 4 time. They always blame the provider and say they will ask for a technician but it take up to a week and we still lose connection. All they do on the chat is asking you to reset . I ask for a free month they said no it was not their fault. Oxio is garbage👎

Absolutely ridiculous service.
Was down and needed to restart and deal with connection problems for months.

Not worth it, too bad because it’s cheap but I guess also cheap in service.

Also costumer service very unhelpful.

Oxio provides the best top notch customer service. Responsive. No hassles. Slick customer portal. I am a total fan. Oh and reliable internet.

these guy are rediculous. first off if you miss a bill they can disconnect you in a min but if you pay it in full it takes weeks to get your service back on. They have the worst customer service ever and have drove me insane. Im supposed to send the equipment back now and there was the postal strike so i couldnt. now i tried to re activate my account and they said send your equipment back by jan 10 or we will charge you and lock them. i was trying to get my service reconnected and my bill is paid in pull just i moved so the service wasnt on at the moment. So if you enjoy headaches and need something to stress you out give oxio a try.

Takes them SEVEN business days after paying your bill to reconnect the internet if it’s been shut off. They also don’t credit your account for the week and an half it was off. Absolutely terrible customer service. I’ll be telling everyone I know not to bother.

Problem is it takes forever to get set up and get lines working. What an escapade.

Not worth the “savings”!

I signed up Nov 2023 after hearing good reviews and got a month free with no issues. Had no issues with the equipment sent to me and no issues until mid Nov 2024 when my internet randomly went out and wouldn’t come back on. It took hours for tech to acknowledge my query about this and asked for photos of my set up. Sent them photos and they said it must be a line issue and would book a tech to come out. I told them I work from home and working out of coffee shops wasn’t feasible for me and after telling them I would have to switch to another provider, they told me one was booked for a sunday at 8am almost a week later. After a couple days of attempting to work out of coffee shops (had no other option), the internet came back on and I worked from home. The tech came out at 8am that Sunday and after 5mins, said no issue with line. The service line for Oxio said “it must be an update issue with the modem” whatever that means. I’ve been with major providers before and never had any issue like this occur.

Three weeks later, same issues arose and it’s been difficult getting through to Oxio.

Do yourself a favor and pay a little more for the big providers…at least you’re guaranteed trusted connection and better support. All you get is the same run around “we’re sorry you’re experiencing this”, “is the modem plugged into the wall?”… in the years I’ve had internet, I’ve always had it plugged into a power bar and never had any issues. Don’t waste time with the money “saved” by using this company. Pay a little more for consistency and better support.

It has been a month since we signed up wiht Oxio and they have still not delivered the server/modem to give us access. We have been told that the delivery is our responsibility and they have offered no help or solution over this time. The package is clearly lost as the tracker hasn't been updated in 15 days, which they know about. The next issue we will have is that they wont refund us the month we have paid for until the modem we haven't received is sent back to them. Customer service is quick but after 60 messages they have not offered any help at any stage, they can't even contact the delivery service they partner with to give you updates.

Save yourself major headaches and do not deal with the Oxio rip off artists! I signed up for Oxio and my equipment delivery dates kept changing. In the meantime Oxio billed my account for service before I ever received the equipment. They were also sending me emails asking how I liked my service although I never ever received the equipment. Finally I told them that I would refuse delivery of my equipment because I did not want to deal with them any further. When the Purolator driver finally showed up I did not accept the equipment. Oxio can easily verify that I never took possession of the equipment but they are delaying my refund until they receive the equipment. I cannot control how long Purolator is taking. Oxio chose the shipper! It has been over a month now and I have not received a refund! However, I still receive emails from Oxio asking how I like my service! Save yourself similar grief and stay away from this useless company. You can never talk to a live person!

Oxio markets the hell out of their customer service, but it appears to be disingenuous hype as far as I can see. Someone mentioned that we shouldn't complain about the text based support, because it's stated up front. I'm not complaining about their method of customer contact, but the fact that support does nothing except offer vague non-answers, never gets back to you when they say they will and refuses to investigate any issues. Lots of "I'm sorry if you feel frustrated..." Yeah, thanks. As a matter of fact I feel they are outright lying to me. They tell me that the Rogers infrastructure that they are running on can't be upgraded and that Rogers is not sharing new info with them, yet other internet resellers running on the very same network in my community, like Lightspeed, have already offered new plans. I think they are a cleverly marketed company and unfortunately I fell for the slick advertising about "People of the Internet, we heart you." How about less marketing, more service?

For a company who's ENTIRE identity is fast no hassle set ups this has been the most hassle I've ever gone through trying to get internet! You can't even call them you have to message them on Instagram!!! Infuriating!!!!

Took an appointment to install internet, confirmed the same day the guy would come. They said he would. The guy never came. Now I have to wait 3 more days before getting internet and I need it for work. I explained the situation and they couldn't care less, saying it's not their fault the guy never came. They wouldn't give me a sooner appointment or take responsibility for the situation. I lost three days of work because of them and they wouldn't even give me credit on my account or any kind of compensation for my revenu lost saying they can't be taken accountable for any loss, even if it's their company that did not do their job, even when we confirmed in advance they would come. Very poor customer service

awful connection
If ur interesting for gaming or something where u need good connection to servers - its not for you.

Very unreliable company. They did not show up not once but twice. Had to cancel. No refund yet.

I have been using this service for 1 year now and everything has been super and I would recommend it to everyone. The technician arrived on time and did his job well. I followed the instructions that they gave me and I was able to get online right away with no problems. The price is a bonus for the service that I am getting and I am very happy.

The customer service is honestly useless. Been waiting over a week, had a technician sent on a day that didnt align at all with what we needed, husband took the day off just for the guy to be there all of 10 minutes told us we had to cut a pipe to make the coax cable accessible and book yet another appointment so we will be waiting again and I work from home. They have a "nothing I can do" attitude which is extremely frustrating, and I might just need to go through this entire rigamorole for them to tell me I have to cancel anyway cause they can't figure it out. Unbelievably ridiculous, I do not recommend this.