Multiple outages a week

I absolutely hate that you somehow have a monopoly. I would pay literally anyone else - your service goes out multiple times a week (with no credit to my account), your “24/7 virtual assistant”  doesn’t work (it just loops you back to the Cox website), and you can suspend service for “maintenance” whenever you feel like it with no prior warning or notice.   

You are the WORST!

 Hi, there. I'm so sorry for the difficulty with our service. Please know the purpose of the Cox community forums is to allow customers to discuss technical topics related to residential Cox services with other customers and we encourage our users to assist each other where possible via this avenue. Billing and issues related to a specific account require the sharing of sensitive information to resolve which isn't best suited for a public forum. Note the details of your concern and a link to this post.  Because this post falls outside of the purpose of our forums I will be turning off replies to this thread. We look forward to receiving your email so that we may assist you. -Chris

Also, the moderator replies here that says oh my gosh, we’re so sorry, just send us an email. Utterly useless.

Hello. You can get outage updates by visiting our website at https://www.cox.com/residential/support/outages.html as well as our outage maps. Alternatively, you can get additional information via the cox app including estimated times for service restoration. 

Hello. This sounds like there could be something going on besides area wide outages. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com 

For the last week and a half, I have had more outages than I have had Internet services.  Prior to this, I have to admit I I've had almost flawless internet connectivity, but these unplanned outages have went from an inconvenience to completely unacceptable and unreliable for internet services. The worst part is that the outages last from 4 hours to as long as 8 hours without internet service. I work remotely (from home) and this is now impacting my work performance and my reliability.  There needs to be a better process for handling these outages starting with alerting customers of the outage, some details on the (potential) cause of the outage, an expected outage duration that is calculated based on previous incidents and SMEs (subject matter experts), and creating a company policy that outlines how Cox will take ownership of each incident that is focused on customer satisfaction and retention! 

Hi, there. I'm really sorry for the poor experience you've had with our service. Please PM your address, full name and Cox PIN. I would be glad to look into this for you.  -Chris

Have only had a couple of interruptions in the past two years. One did take over 8hrs. I missed a day work as I work from home. The latest service outage is going on 24hrs. Is it intermittent or long term outages? I haven’t received an update for hours. At least then they provided a timeframe when services would resume. Even bad news at this point would better than no news at all. An unwanted vacation.

Hello. This is certainly not the experience that we want you to have with our service. Please send us an email with your full name, address, and a brief description of this concern to cox.help@cox.com