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Disappointing chat service. I kept being told to hold until the session timed out. The next rep did not apologize for the inconvenience. I was being put on hold too. So I gave up.
Mary, is it true that chat agents are outsourced? If so, are they the same contractors used for phone support or different?
Cox phone support has been consistently excellent for me. I have used the "chat" several times but I won't use it again. in the Explanation of Your Problem box, I write out the reason for my need for support. I explain what went wrong and what I tried to fix it. The Chat Agent (in each case) opened her chat with " I understand that your internet is down". Which didn't have anything to do with my support request. My internet was not down. I had to start over from the beginning. A complete waste of time and effort.