Why No Billing Credits for Frequent and Constant Outages?

Almost every night, usually after 10:00 PM, I land on one or more channels that shows nothing but black (well, really the equivalent of NTSC 7.5 IRE "black", something true digital, rather than clumsy MPEG-2 digitization of old style analog, does not need and should not show), but has a full guide and info banners.  When I log in to my account to reset my cable TV signal, I often see "outage in your area" with  resolution times 12, 14, 18 hours later.   Sometime there is no "outage" alert.  On those occasions sometimes a reset (an 8+ minute operation) does the trick (by which time I may have missed the critical portion of a program I was watching) and sometimes it makes no difference and I have to wait 12 to 24 hours to get the feed for affected channels back.

Now, Cox is forever telling me how much more reliable they are than satellite TV, yet their actual performance is way less.  When I ask aquaintences about their experiences with channels "dropping out" like this, most tell me it has never happened.  One or two in the Southeast tell me the lost it once or twice in hurricanes, but never individual channels, and never with the frequency of problems we have with Cox.

For landline telephone, if ever I lost any time of service availability, I would get a bill credit.

I pay for 24-7 access to my contracted channels from Cox.  Even the ones I consider "disgusting filth" like the shopping and religious channels (worship of two unforgiving Gods).  Yet, despite being denied access for hours on end to several channels to which I subscribe (including premiums like HBO) due to Cox meddling / problems, let alone the poor signal quality (MPEG blockiness /moire artifacts, stutter frames, a/v freezing for 10 sec to over 2 min at a time...) I get no credit on my bill for the time (likely 20 - 30 channel-hours per month) that I cannot view content for which I am supposed to pay.  This is a clear sign of a monopoly which needs to be broken.

Agitate with your Santa Barbara County representative to reneg Cox monopoly grant: allow optical (FIOS UVerse) competition and request a new provider of cable services for southern Santa Barbara County that can provide more reliable service at more reasonable prices with better customer service and less customer abuse.

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  • wmcole,

    I regret hearing you're having difficulty with your service, whether it be certain channels or entirely due to an outage. When there's trouble but no outage alert declared we'd want to troubleshoot while the issue is occuring to see if we can resolve the issue, and if necessary schedule a tech visit. Are you having trouble currently?

    We can issue adjustments for time without service, but please keep in mind that the Cox Support Forums and this TV forum are for customers to assist each other and discuss technical topics related to Cox services with other customers.

    If you need help with billing or other account specific issues, or would like to submit a channel request, please reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.


    Colleen D.
    Cox Support Forums Moderator

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