ONT Red Alarm Light On and No Internet

So we found a spot in the line that looks like a rodent chewed into. However I’m livid with Cox. The tech was supposed to show up between 1-3 today. My wife is a therapist who works from home.  She scheduled her day around the appointment window. Which means her clients also had to schedule around this. The tech shows up an hour early unannounced. No text or call to say they’re on the way. Then they stick their head in the window of my wife’s office interrupting an ongoing session! Then we’re being told Cox can’t fix this without tearing up the street which will require permits. Are you kidding!? They’re also saying they can’t switch us to cable even though our neighbors across the street are on Cox cable! This is so unacceptable. If fiber is so fragile and hard to fix why is the cable exposed? Should t it be in pvc or some sort of protection? This is a complete joke. 

Hi, there. I am so sorry for the issue with your cable and I understand your frustration. 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. Please email us at cox.help@cox.com with your full name, complete street address, 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.