How does a FCC complaint work?

::Moderator:: If you want to lock this, I understand. I just don't know where else to ask. No one in the call center could give me any info.

I have seen several people say they filed cases with the FCC that helped get email issues resolved. Last couple months I have had internet issues, which Cox can't seem to fix even though they have given valid effort. I was hesitant to file a case because it felt too much like a lawsuit, and I didn't want it to be finger pointing. Now, I see the FCC complaint process to be more in line with getting your issue escalated to groups of people at Cox you can't normally reach through the normal chain(Tier 1, 2, 2.5, etc).

My question is; can anyone share their experiences with the FCC complaint process? I got confirmation of the ticket being created and given to Cox. Then later I got a email saying Cox answered and I should receive a snail mail response. What do I do once I get the response? The problem is still occurring, but less frequently then when the filing the complaint. Is there any Cox support documentation on the process? You would think if someone took the time at Cox to write a letter, why not just call me?