Tech told me there was network issues and that it would be solved eventually

Just called back and was told the tech that originally came out never filed a report. So the Tier 1 tech said he was going to dispatch another tech back out, and then transferred me to Tier 2 in case there was something they could do. Tier 2 said that wasn't right and the original tech didn't report it properly so I need to make sure they report it properly.

I don't know Cox's internal procedures for this stuff but I guess I have to learn them to get this fixed.

The Tier 2 rep is correct, the field tech should have put in a maintenance referral either directly or via his dispatcher, and there would have been a ticket associated with your account on the notes if he had. The notes from the Tier 2 tech indicate he was checking on the status of the referral.

However, this is a special case, because there wouldn't necessarily be a ticket associated with any single account for a problem this big. Nobody's bonding channels on your node, #KB18. A quick poll shows people on #KB17 have 4 up/8 down, so this is likely a node issue, and there should be a ticket open at the Master Telecommunications Center for it. Those can take a while for us to research, but it explains why there's no ticket number on the account.

I'll update this thread once I find out what's up with the node. Sorry about the confusion there.

I'm just glad to get a response really. I just learned more in your one paragraph than I did in multiple hours on the phone. I figured it was a node issue, and I knew a basic tech wasn't going to be able to do anything about it. The general feeling I got from every person I talked to was that it was someone else's responsibility - and that's understandable...but I had no way of telling that someone else I had a problem and it wasn't till the last Tier 2 tech (who's notes you're reading I assume) actually took some ownership of the problem.

And as an aside, if it's at all possible, don't let the field tech get in too much trouble. They pulled him to my location from several hundred miles away (we've had some bad storms) and he's apparently been working non-stop since he got here. He looked exhausted.

I'm not frustrated with the tech that came out so much as I am the fact that Cox's entire maintenance system depended on him - and him alone apparently - submitting a report. According to the Tier 2 tech there was no other way to do it besides him sending an email to ask politely.

Thank you for looking into this and making me better informed. I look forward to an update.

Turns out not even just your node. They are actually working on this at the headend. Sometime in the next day/few days (I'm not sure what the headend queue is like, or if they'll do it during an overnight window), service will probably go out for a few minutes when they repair or swap a line card in the CMTS (cable modem termination system) that operates several nodes.

So it definitely wouldn't have been ticketed on a single account.  Sorry for the delay.

Thanks for the update. Sounds like some late night fun is going to be had by some people that would rather be browsing Reddit.

Keep me in the loop if you can. I work from home so having stable internet is a pretty big deal and I'm hoping to not have to tell my head office I'm having connectivity issues.

Chris,

Thanks for the followup. I'm getting all channels, signals are fine, and speed is back to normal.

Thanks again to all of you for looking into this. This turned out to be a far better resource than calling on the phone.