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I have been struggling to get Cox to follow up on burying the cable from the pole to my house. Currently the line is strung overhead to my house. I started this process over a month ago by calling and asking if this could be done. I was working with Dominion Power to also bury the electric line from the pole to my house. Cox stated that this would make things easier because they could simply use the same trench that Dominion did to bury the electric line.
I have called multiple times to follow up and each time am told that I need to speak to technical support. While the technical support people are pleasant enough, they cannot see nor can they help me with any of my questions about why the line has not been buried. I finally got to speak to the construction crew who assured me that my line would be buried today (9/14). I come home and lo and behold, the line is not buried as promised and no one at Cox can tell me why the work was not done.
I am tired of not being able to call and get a simple answer to my question. I am tired of technical support staff who tell me "oh well this process takes time". I even had one try to blame the failure of the crew not getting back to me on Hurricane Flo (this was on Wednesday before the storm even approached the east coast). Sorry...not an excuse. Dominion came out and did their work and they can be pretty frustrating to deal with too. But Cox is even more frustrating.
At this point...will I ever get this project completed? Will I ever be given a direct line where I can get a straight answer without having to wait on hold for 40 minutes only to be told "well, we can't see the notes in the system, you'll have to wait for a call back from someone else".
I have been promised that a supervisor is to call me today with the answer to this issue. If this does not happen, I will be sending information to the email. I would think that you all would have plenty of notes on this issue given how many times I have called to try and get a straight answer as to what is going on.
Field escalations are useless. I have not received a call back from a supervisor at any point in this month long process. I called Saturday and was told "there was a problem that they couldn't finish the job". No details as to what the problem was. I asked for a call on Monday with an update. No call received. At this point I am beyond frustrated with Cox. Field escalations mean nothing when I do not get calls back or answers to my questions
So I am now on the phone with Cox technical support. It seems that all of the tickets that were supposed to be expedited were put in as resolved which is not the case. So expediting does nothing when Cox doesn't talk to its customers. I am now being told that I need to start the process again. If you are a customer and you are looking to have your line buried my best advice is to stay on Cox to get the work done.