Hokey "Service Interrupted" message on my account page

Hello,

There are multiple causes and types off service outages. The "service interrupted" message does not differentiate between what type of outage your area may be experiencing. It could be something like an On Demand outage that you would not even see if you are only using internet service. Please feel free to send us any outage related concerns to cox.help@cox.com and we will gladly assist you.

Thanks,

Allan - Cox Support Forums Moderator. 

I've asked for help with this very thing several times, you will typically get one of the "scripted" answers and receive no real assistance to the actual issue whether it here on the support forums or worse, call in.

I got this a week ago & still patiently wait even after I was told in a prior email from the same rep "I believe I know what the issue is." 

Best of luck getting it resolved, a week in my case is an unacceptable amount of time at best....the "web strategy team" must be pretty backed up or on vacation so it seems.

_________________________________________________________________
From: Kevin
Sent: Dec. 18, 2017 at 2:49 PM
Subject: RE: RE: Re: Service Interrupted - Please Repair

Thanks

KMDonlon said:
....the "web strategy team" must be pretty backed up or on vacation so it seems.

They're celebrating Festivus with the product development team making balloon animals, tandem pogo-stick relays, and full-contact Sudoku tournaments.  Refreshments of suggestively shaped sugar cookies and frozen concentrated eggnog will be served. 

Holidays do call for patience, and once they're done with all that as well as the reenactment of the scene at the end of Monty Python's Quest for the Holy Grail where the charging army of knights are stopped by British law enforcement, they'll get on with their strategies related to the calibration and synchronization of the service interrupted message once they've confirmed that the escalation is within correct parameters and precision-machined to within 0.0001 millimeter tolerance.

I just want it fixed & fixed in a timely manner. Nothing more, nothing less. 

Sadly I am still patiently waiting....have had no updates of my open ticket except it remains open upon me having to inquirer after roughly one week. I am surprised at the time frame involved to resolve a fairly common issue for what appears to be a problem for many customers.

KMDonlon said:

Sadly I am still patiently waiting....have had no updates of my open ticket except it remains open upon me having to inquirer after roughly one week. I am surprised at the time frame involved to resolve a fairly common issue for what appears to be a problem for many customers.

Apart from the "Service Interrupted" message I assume you're referring to, are there any other issues?  If not, then we can safely assume that the premise that the message is in response to specific accounts is not entirely accurate.

Allan said:
...The "service interrupted" message does not differentiate between what type of outage your area may be experiencing...

A red Service Interrupted message means Cox recognizes an interruption with your device or its connection to our network.

This is contradictory and is why some of us are frustrated with the "help" that Cox offers.  It's challenging to take these things seriously.  Cox's BS treatment of its paying customers does not reflect any real level of respect or appreciation for them.  It's a product of a business environment where the customer cannot choose another provider of the same level product unless he or she is willing to pack up and physically relocate.

I've been a paying Cox customer for over 20 years and am shelling out more for two services than new customers pay for three, so please don't tell me how Cox Communications values customer loyalty unless you close the sentence with, "you gullible moron".

I understand and completely agree.....I have never experienced so much frustration & lack of follow up when dealing with any other utility or service provider that I can remember. I do try to give them the benefit of the doubt with each service request but it always takes me right back to the "insanity circle" .....doing the same thing and expecting different results. In this case, merely asking for a timely resolution to a common issue. 

DannyS said:
Hello Stinkfoot63, The tickets submitted remain open and when feedback is received we will let you know. Appears an issue exist were the notification is not resetting. The Service interruption will flag all accounts in the node when a ticket exist. If could be affecting a service that a particular customer may not have or even noise affecting one upstream carrier that only affected modems running on that carrier. Meaning it could be an internet outage, but if your modem is not on that carrier currently, you would not see an effect with your connection. Again apologize for the delay on the response from the ticket that is open and when we receive an update we will let you know.

No need to notify me.  This isn't my issue.

My presence here is a product of keeping track of issues and to determine whether things I have observed are sporadic events or something worth noting.  Occasionally I'll note an exception with my service- be unable to log into Phone Tools or access my usage meter, for example.  Second shift work has me accessing the net at odd hours so I factor in the possibility that there's maintenance work being performed and don't necessarily initiate anything because of it.

Reading through these threads gives me a good idea of what type of help I can expect and while I am no techie I do have a sense of when we're being BS'ed and when we're being taken seriously.

My 20+ year history with Cox includes many instances that have permanently painted the company and its industry in a decidedly negative light.  Some of the responses by moderators have been helpful and/or informative and some not so much.  Your post may not apply to me but does apply to a couple other participants.  It also highlights a glaring deficiency in the formulaic "information" that Cox furnishes which compounds our frustration.

Perhaps your "Web Strategy Team" can examine this, if that team actually exists.  It seems to be a questionable "strategy" at best to create confusion with the information provided when it omits the possibility that the red alerts in this discussion refer to issues that go well beyond an individual account's devices.

Hello Cox Support Team,

I am still awaiting any information from the Web Strategy team or Becky K. , the Cox Social Media Support Specialist. 

Please provide me any updates as to your findings and a possible ETA to getting this resolved? 

Thank you

@KMDonion

 The ticket is still currently open and we are awaiting a resolution. I am truly sorry for any inconvenience this delay may be causing. 

Allan - Cox Support Forums Moderator

I see that plenty of other Cox customers report this issue, it apparently seems this is not uncommon by any means.

I would have thought that 2 weeks would be an ample amount of time to get it resolved or at least provide an update to the customer. I have been fairly patient thus far.

Thank you, it has been fixed