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New Contributor II
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Phone out now entering 10th day
I have an earlier post on this forum:
http://forums.cox.com/forum_home/phone_forum/f/6/t/12436.aspx
but the headline no longer describes it correctly.
Two lengthy chats, now 5 emails and actually quite a bit of time writing on this forum. As stated in the earlier post my neighbors phone is out too. She doesn't use it much and hasn't had time to fool with customer service especially since she knew I was. I gave them her number last week. She plans on gathering up her paperwork and starting the procedure herself today since she has some free time.
Normally I prefer to use chats or email since at least there's a written record of what was agreed upon. I think this is normal when you are doing things that could affect how much you pay. In the case of the phone being out I guess I regret using the three support options chat,email and forum and instead I guess I should have phoned (which also usually takes longer than I expect) and phoned again until it was resolved.
By the way, as a side note, I disagree with dismissing posts that ask questions about what you are charged for your phone and what services you get:
http://forums.cox.com/forum_home/phone_forum/f/6/t/12235.aspx
http://forums.cox.com/forum_home/phone_forum/f/6/t/12235.aspx
They are both specifically about phone service and shed light on questions other phone users or potential customers might want to know.
DustinP
Moderator
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Thanks for keeping us updated through email and forums about the status of your phone service. There are forum guidelines available through forums. For any billing related concerns, we recommend calling, emailing, direct messaging or private messaging with Cox.
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kj32
New Contributor II
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Today I tried the 4th option. I called. The phone rep had none of the info from the emails or forum and had only one detail from a chat which was that a service call had been cancelled. I never cancelled a service call, I just requested they come that day and the chat rep would only offer the next day when I had appointments. A field rep called that evening saying he was in our area and had it working. I asked him to wait and let me check my and the neighbors #'s and neither worked. He then tried them and agreed they were out. Absolutely no follow up. Today I called the phone rep. It took 20 minutes. He wouldn't send anyone today but offered tomorrow evening. I said ok. The neighbor then called the phone support and spent her 20 minutes and they said they would send one tomorrow as well.They also offered to sell her a support protection insurance and said that if the problem was on her end it could cost $75.
Some hours later a field tech called. I think it was the result of a Forum Admin.'s request after we communicated with direct email on day 9 (not the 13 question email link above). The tech was clear across the country and worked on the computer end of the problem. It took him several hours but he got it working. He said there was nothing anyone coming to the house could have done. I then tried my neighbors phone and it was still out. It took him 30-40 minutes and he eventually got it working. It seemed the outages in this area threw off how the main computers recognized the phone modems or something like that.
I think most people would be alarmed at the phone being off for 10 hours much less 10 days. Once I reported it, it should have been followed up on Cox's end. Because several phones in our area were out a tech guy like the one today should have been assigned the job to fix it a week ago. I shouldn't have had to keep plugging away like I did. The two support chats were very time consuming and just left the problem hanging. The email link above (where you must fill out 13 questions every time) didn't appear to go anywhere. No reply at all, not even an auto-reply. While the Cox Workers on the forum tried to figure out what was making the problem and were polite I think they should have gotten the computer guy on it as soon as they saw how many days it had been out.
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DustinP
Moderator
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It appears our back office team was able to contact you remotely and assist in a resolution. Please understand we want to resolve service troubles as soon as they are brought to our attention. Some service troubles do require some research, and it is good that this has been resolved, however, it shouldn't have taken 10 days for a phone fix. There are many avenues to contact Cox for assistance, or even discuss troubleshooting options over Forums. Keep us informed if there are service troubles in the future. Thank you!
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