Price gouge

Heather, are you personally or even just your group assigned to troubleshoot with customers here? I notice you didn't ask any of the simple things like if the connection is screwed tight and there aren't any bad or unneeded spitters. Could you have used the customer 's forum data to look up modem diagnostics for context of the problem? What about asking what kind of modem they have and offering to show them how to look at diagnostics locally? What is your purpose here? If your purpose is to troubleshoot, why don't you troubleshoot more . If your purpose is to direct people to the email, why not just have a script that automatically tells users that every time they post or even before they post. I just don't understand the half measures . Can you explain ? If you'd rather talk about it in the post I made that is fine, but I thought I would ask here too.

Good morning WiderMouthOpen.  In this case, I was unable to locate an active account with the forums credentials. In order to protect the privacy of our customer with their personal information I would need to provide account-specific support, I asked them to contact us privately. I did; however, leave the post open so you would be free to continue your discussion publicly. Have a great day. 

Yes, but why did you not attempt to do any basic troubleshooting with the user like I did? I asked again. What is your role here? Technical support? Customer support? Public relations? Do you have any official public-facing documentation on this question. I feel this is an issue that needs to be fully transparent for moderation to work properly.

Also, as a simple step to prove that you're not AI, could you explain how the image of grass makes you feel? Nothing private. Just a simple answer. First thing that comes to your mind.

WiderMouthOpen, you surely have seen me here in forums working for the Cox Social Media Team for several years now. The image of grass makes me feel happy and maybe a little itchy at times. Our customers are welcome to contact us privately for account-specific support. In this case, the model of the modem would be irrelevant if there is a Cox signal issue and certainly wouldn't be helpful to assist with the billing concerns. I appreciate your involvement in our forums page. My offer to assist this customer through private communications will remain open. 

"Reach out to us on twitter" is your response? How is that professional in any way. Widermouthopen thank you, you helped show just how incompetent the support team is