How do I escalate an outage going on a week
My internet has been out going on a week now. The first 3 days that I called, the disruption was blamed on a Cox outage, so not one phone technician took MY outage seriously. On day 4, I called when the "outage" was supposed to be over... "service normal", but not for me. I was finally able to get them to send a technician to my home, on day 5, who was quick to find that my modem and line going outside were just fine. He put in a request to send out another technician, "who should be there within 24 hours", to replace whatever was wrong with the pedestal outside my house, because he "wasn't getting any signal" to the pedestal. The 2nd tech arrived on the same day... but didn't talk to us. After talking to phone support today, my wife found that he wasn't able to fix the issue either. Talking to support again, they tried to get a "Supervisor Technician" out tomorrow, given how long this has been going on. When scheduling, she then came back and said that her system was erroring out, and the soonest a tech could get out is Sunday... 3 more days? How do I escalate this matter? I can buy service elsewhere and have it established by tomorrow... so 3 more days is unacceptable. If one of the phone technicians took this matter seriously on day 1, this matter would be over already.
Agents who don’t do what they say
Why is there no way to verify or look back at a chat conversation? I ask for a transcript and never get it. A couple days later I’m told oh there’s no record of your conversation with Miller and your bill is past due. I literally have the history on my computer to back me up, but there’s no record of my payment arrangement with Miller from May 17th. How is it possible to complete an entire survey but there is no record of it. I specifically called two days in advance so I wouldn’t geta late fee and here we are. No one knows anything but it’s my fault that the agent who gave me first June 2nd then June 6th for the dates didn’t do clearly anything right. Please just disconnect and I’ll go to a company that can do the job. It makes no sense that EVERYTIME I call the offices are closed but I can chat with someone. Then the chat reps don’t even respond if they don’t want to. This is how you treat customers? I don’t understand how there is no way to pull up any information from a 30 minute chat.Wildly different internet speeds / slow
We have been having problems with our internet speed for a couple weeks. We have been experiencing lag and wildly different internet speed (based on sped tests). We have probably spent 20 hours with cox trying to fix it and have had two techs out in a week. Yet, throughout this process we decided to increase our speed to a gigablast and purchased a new modem to support the speed. When wired on a dell laptop our speed tests are 800,160 and then 230 all within 10 minutes and when it’s wireless (phones on MacBook) we get between 20 and 30 megabytes according to speedtest.net and coxs speed test. Our google mesh readings show speeds closer to 800ish but performance reflects the lower numbers. The first tech we had said when he tested there was no issues he could see for speed and that our problem was the google mesh routers. We have worked with google and they say there could be a problem but the problem is really with the speed and until we can get the hardwired speed more regular they can’t help. We had another tech out tonight and he said the tests he performed were fine and his readings were 800-900. he said we needed to find another device to do a hardwired test on it was probably our laptop as he didn’t show any problems. I have ordered an adapter for my Mac to run some additional speed tests but does this sound right?? When I have talked to cox on the phone they say there is a weak signal hence why they keep sending techs out. I am so frustrated because we have spent so much time on this, I can’t get anyone to help us other than telling us our equipment is faulty and I am paying for speeds we aren’t getting.
Hey, @Cox technical people, something in your filters have changed!
I am beyond frustrated with spending hours on the phone over the past week with Cox reps who cannot solve this, and are unwilling to escalate to real technical IT people who can. It's not an Outlook problem! If I had a choice, I'd have already dumps Cox. Eventually, the Cox monopoly will evaporate and people will remember their lack of customer support. I have used the same email address and Outlook setup for years. It has worked (until last week). Now, I cannot send an outbound email via outlook, When I do, here is the bounce back email response I get: From:System Administrator To: Me Subject: Deliverable: Test Your message did not reach some or all of the intended recipients. Subject: Test Sent: 5/23/2020 9:00 AM The following recipient(s) cannot be reached: 'xxxxx-xxxxxxxx@asu.edu' on 5/23/2020 9:00 AM 550 <xxxxx-xxxxxxxx@asu.edu> sender rejected. Refer to Error Codes section at https://www.cox.com/residential/support/email-error-codes.html for more information. AUP#CXSNDR And, the 550 error code on the COx website says: "550 - [<mailfrom address> sender rejected] -Cox requires that all sender domains resolve to a valid MX or A-record within DNS. -Ensure that your domain has a valid MX or A-record within DNS. Anyone have any ideas?Connection
So I’m a pretty new member for Cox... it’s been just over a month and without any problems! Which is really good since I’m a student during the summer and full time throughout the year, so I REALLY need consistency! Well, today was my first problem. So I came home from working all day and my Internet was working this morning but I came back and it wasn’t working and the US/DS light is flashing. Called support line, they couldn’t do anything besides tell me to turn it off then back on. Now, I have to wait 3 days until I can even get a tech out here to even look at it! As a full time student and full time two job employee, I can’t afford three days without internet. I expected better customer service from the support lines and at least something available next day for help restoring the connection... now I’m going to have to figure out how to get all my assignments done without my laptop, considering they’re all online, this won’t be a walk in the park if it’s even possible. Definitely not what I had expected in my first 2 months of being a customer. There needs to be more options for fixing internet that is down rather than simply, “unplug, then plug back in”. And on top of that, a $75 maintainance fee at “the technicians discretion”!? Are you kidding me? Once again, I am a college student, paying for his own schooling, his own apartment, and his own internet service bill. I don’t have $75 laying around to dish out to someone at their own discretion. The fact that I haven’t touched the modem (which I rent from cox) since installation or any of the cords near it or connected to it, and I haven’t had any previous problems whatsoever, leads me to believe this is a “Cox” problem. AND on top of ALL of this, some way, somehow, they messed up my address? And have my service at the completely wrong address which I can’t change until Monday of course, and I have to go in to the store, mind you, this is where I purchased the service initially. So since I had set up the service in person, there shouldn’t have been ANY confusion whatsoever. But no my service is registered at the complete wrong address. The numbers aren’t even similar to my current address and neither is the street! It makes no sense as to why this mistake was made and really upsets me that I should even have to deal with this before I’ve even been in service for 2 months! So thanks for adding another good load of stress on an already stressed out college student. Time to wait 3 days to hear from someone.