New Contributor
•
2 Messages
How to escalate an issue?
Any recommendations on how to escalate an issue. Since September I've been having outages 3 techs have come out and they've said it's an issue in our alley. Each tech says they can't handle the issue that it needs to go to a team and I will be contacted. Now 2 months later I keep having my signal drop daily several times a day. I was even proactive replaced the modem wasn't the issue. Went to the store to try to escalate the issue and still no one has ever contacted us about coming to check the alley wiring. At this point feeling defeated.
LaToyaW
Moderator
•
105 Messages
2 years ago
Hello.
I'm so sorry this has been your experience. We have a clear path for issues like this, and a ticket is usually put in place for our field team. When you have a moment, please email us at cox.helpCox.com with the issue and your full name and complete address.
2
0
CurtB
Honored Contributor
•
2K Messages
2 years ago
Eliminating a signal issue starts with a tech visit that identifies the source of the signal issue. If it was found to be on your side of the demarc, the tech could have repaired it at your expense. If it was from the tap to the demarc, the tech should have repaired or replaced it. If the issue was on the main line side of the tap, the tech should have escalated the issue for a line tech visit to repair the signal issue. If techs have already identified a main line signal issue, they should have escalated the issue. Your best course of action now would be to contact cox.help@cox.com. Include a full description of what's been done to date along with your full name, service address and a link to this forum discussion.
Edit: LaToyaW posted while I was typing. So, do what she suggested.
0
0
DRVEGAS
Valued Contributor
•
410 Messages
2 years ago
Try CoxHelp on X as well.
0
0