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CarlaVala123

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Cox Pedestal Help!

I am on the board in an HOA community Mesa, Arizona.  It's been a nightmare contacting the right person to get a "pedestal" in one of our homeowner's front yard. I did this 2 years ago and 2 or 3 times they sent a tech TO  MY HOUSE to "fix my internet".  I repeated over and over that my internet was fine, I needed someone to replace a pedestal in the community (wires hanging out, tricycle wheels caught in it, it's a hazard and a blight, etc.) After repeated phone calls to Cox, and wrong type of work orders being created,  I finally contacted Cox Corporate and waited forever to get a response. No help.  I next went to Social Media (as I recall).  Next, I went to the City of Mesa, they put a call into Cox for me. Finally was put in touch with a manager at Cox. I tried contacting this same manager via email with no response. I then tried calling this manager and the phone number is no longer good (I'm assuming because the call does not go through). 

Now, I need to have this pedestal replaced at one of our homes in the community. Do I have to go back the the City of Mesa and complain about Cox not providing a reasonable method to get someone the maintain their equipment (Pedestals)?

 

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LatitiaS

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531 Messages

Hi CarlaVala123,

Customer Service is very important to us, but it looks like we haven't done a great job of displaying such.  I am truly sorry for all the frustration and aggravation you have been through seeking help.  You reached the right place....Almost.....Please if you would, send us an email to Cox.Help@cox.com with the address and my team would be happy to get this reported to the appropriate team.  Please be sure to include the image so that we may attach it to our communication.  We look forward to hearing from you.  

Cox Support Forum Moderator 

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EileenArchibald

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Were you able to get help for the community? I saw another post that required a cox customer account for a technician to come out. I also live in an HOA and we have a few pedestals that need work. We won't have a specific customers account to attach the request to.

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NicholeC

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Hi EileenArchibald,

I can still report the ped issues to our field teams. If you're able to give addresses of where they are located, I can still get that taken care of for you. Please send an email to us at cox.help@cox.com

Thank you. 

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CarlaVala123

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They have not fixed the pedestal yet. As usual, they will first send out someone to your house, not where the pedestals need replaced, thinking that you want your internet fixed!! Then you will have to further explain to them that this is a field service request for equipment repair. The last time I did this it took me a year to accomplish the repair of two pedestals. Those taking phone calls for Cox do not know or understand how to create the correct kind of work order. I had to contact the city of Mesa the first time I did this and they gave me the number of a Cox manager who expedited. 

I just called Cox, am still on hold waiting for a manager.  The rep that answered the phone (3rd call today) said the "work order" was created for someone to come to MY HOUSE to fix my internet!!!!! They STILL had the wrong address and the wrong kind of work order. I asked for a manager, still waiting. 

I will be attempting to contact corporate, then I'm going to reach out to  TV stations. Something needs to get the attention of Cox.  They simply cannot install pedestals and then NOT provide a phone number to call for repair/replacement of these pedestals. I will be advocating to drop Cox because of this issue.

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JuanC

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148 Messages

I'm very sorry to hear that the pedestal has not been fixed yet. I understand your frustration. Please reach out to us at cox.help@cox.com for assistance. We can submit a damage form to have this fixed. 

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