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This past weekend I did a chat with "Annie P", and she went through the canned list & rebooted the cable box and satellites, even though I had already done it and told her so. Then she said she would elevate the issue and someone would call me "within 5 minutes"--which I didn't believe, but was hopeful. Well, no one called, and here is is several days later and still no call, and no onscreen caller ID. This problem happened a year ago, and once before that also. What is the issue? Can it be fixed?
Try calling Cox again instead of the Chat. I think the Chat is hosted in another country but don't quote me on that. Ask them to "remove and then add back on the cable occurrence from the box". This should should get it to reload the phone part it needs to get Caller ID to work. They may have to send a reset signal to the back after. Once that is done, make sure the reset process didn't turn Called ID off, wait a little bit for your TV guide data to load, and then try calling yourself.
I appreciate the help. I called, and the rep knew what that was, and did it. Rebooted the boxes after. Still no joy. She transferred me to customer advocacy for help but he said it might take an hour for her update to kick in. Said I should call back tomorrow. Will do, and I'll let you know what happens...
If only this forum had a PM system where a moderator could message relevant information like the ticket number. I notice there is a option for notification of private messages, so maybe some day?
OldJedi said:They didn't tell me what they did last time.
When they fix it this time, ask what caused it, and what you or Cox can do to stop it from happening again. I have seen other users having similar problems in my google travels, and most of them say the issue happens often. Hopefully your troubles will help others who have the issue in the future.
I will ask them if and when they get it fixed.
Any update on this? Really want to get something official from Cox about what causes this.
They got it working yesterday. I got a courtesy call to verify the fix, but no one could/would tell me what the cause was. They did it without ever coming to the house.
Well at-least they fixed it. Not sure why a "back office team" was needed. Also not sure why they can't read the ticket for what they did to fix it. Isn't that the point of making tickets? Thanks for taking the time to post the update. Hopefully it just never happens again.