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Why the wait for installation?
I was scheduled to have internet access installed on Friday March 11, but the technician said that because it was raining he couldn't climb the ladder to make the connection at the pole. He told me that I would be contacted to make another appointment. Of course no one contacted me.
I called customer service to reschedule installation and they told me the earliest I could schedule another appointment would be Thursday, March 17. Why do I have to go to the "back of the line" for an installation time because the install tech couldn't do his job? I would very much like to have my service connected sooner than that.
It seems to me that since this delay was through no fault of my own I should be able to have service connected sooner than a week later.
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Tecknowhelp
Valued Contributor II
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This sounds more like a matter for normal (non-public) customer service and the escalation chain. Is the main issue you just want the technician out earlier? Sometimes it's not just a matter of fault, but what appointments are available in the system. "Sometimes" those appointments can be over ridden, but your basically bumping someone else. Just like you shouldn't have to wait for someone else's delay, why should they? It's a matter of triage.
On a different point, have you tried connecting the modem and seeing if it can get online? If the technician hasn't been up the pole to look, maybe there is no filter or issue to resolve. This happens a lot, because as you see, the technicians don't like to climb the poles to add a filter , to disconnect data service which is redudent to the modem being disconnected in Cox system. You will be happy to know with Cox going all encryption, this will be a thing of the past. For now, plug the modem in and see what lights you get on the front. Try to get it on a outlet closest to where the cable line comes into the house. You can also check the signal levels via 192.168.100.1 or 192.168.0.1 depending.
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MichaelJ
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sixkiller0
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Thanks for the explanation and suggestions! I understand that there are only so many appointments, and I wouldn't want to bump anyone else who is already scheduled, but from a customer service perspective I would think that someone who has already waited in line for service shouldn't have to wait at the back of the line again when the service provider is at fault. There should be some type of prioritization in these types of situations.
I did plug in the modem and there was no connection. When the service technician arrived initially he attached a signal meter to the cable and told me that the signal was blocked at the pole. He actually forgot his signal meter outside at my house in the rain and had someone come pick it up a few hours later. I hope those aren't too expensive.
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sixkiller0
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co.help@cox.com is not a valid email address.
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