Forum Discussion

jamesLB's avatar
jamesLB
New Contributor
6 years ago

Why does it take an onsite technician visit to repair a problem in the network?

 Last night Cox did maintenance on the internet to my house (and others I assume).  Today my modem will not connect to the internet.  Yet they want to send someone to my house?  Incredibly stupid and...
Rob_H_'s avatar
Rob_H_
Contributor II
6 years ago

Under these circumstances, you might want to insist on being transferred to Tier 2 Internet Support.  Once transferred, ask for the Tech's name who answers and ascertain if he/she is, in fact, in Tier 2.  If you are denied being transferred to Tier 2, get the Tech's name and city location, then perhaps contact customer support and ask to speak with someone in "Escalations" or "Customer Loyalty".