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Valued Contributor II
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Don't use support chat... ever.
Had another bad run in Chat support. Was in middle of big download of a game, and noticed my throughput acting wonky. Look at my signal levels and notice second upstream channel was 0db. I knew a reset would likly correct the problem but didn't want to do it in middle of download. I told the rep this. All I wanted to know is if there issues in my area, since I have a long history of upstream ingress. The chat rep wanted my account info which I wasn't comfortable giving at first, since it was a insecure chat and I was just asking for basic troubleshooting. A MAC address should suffice. He would not assist so I gave him the info. He said no problems, so I said thank you and disconnected.
A few seconds later my modem resets and I am hard down for over 5min. DPQ3212 wouldn't even get a dial tone, had to do a hard reset. It seems that the rep didn't like me questioning his authority so reset my modem even though I specifically asked him not to.
Moral of the story is don't waste your time with Cox online chat. They only make problems worse.
Tecknowhelp
Valued Contributor II
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MariaL
+1 more
Moderator
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We appreciate that you took time to share your comments because feedback is important to us. We’ve forwarded your post to our Chat Leadership group for review.
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Tecknowhelp
Valued Contributor II
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My intent wasn't to correct the situation, that is unlikely, but to inform others to avoid the problem all together. Chat is outsourced, and an outsourced agency will always be relatively incompetent. They are typically under trained and under payed and only care about metrics. The best solution would be to have a system status page, so the human factor is removed all together. The cox.net outage notification is a good start, but probably only shows complete system outages, not local issues like what I was checking.
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Tecknowhelp
Valued Contributor II
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Those are national outages, the same one as you hear in the IVR, which are notioursly inaccurate. Just because there is a outage in my state, or town, or even my node, doesn't mean I am in outage. You need some way of collecting and reporting user data on problems. It would help Cox and it's customers at the same time. You had one...why not make a new one?
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