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falc

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What's the normal turn around time for Cox to contact you about a FCC complaint?

I received an email on 4/2 that the FCC has served my complaint to Cox. I have yet to receive a call. I see multiple threads here stating that people who filed complaints after me have received a call. Is it area specific? I'm just curious why they haven't called me and I might file another complaint if I don't receive a call soon.

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dchadd

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25 Messages

I got contacted in two days, though, it was an email saying we called you twice, once yesterday and once today and left you a voicemail, which I didn't receive any calls or voicemails. This is the phone number to the escalation department: (844)233-3044.

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EricB

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40 Messages

It is usually a few days, but I'm sure they are getting slammed right now with complaints, so it might take longer.

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Alef_Meem

New Contributor III

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17 Messages

In my case, I filed my FCC complaint Wednesday, April 1st, and then my state attorney general consumer complaint board (Arizona Attorney General) the very next day (April 2).

On April 3rd, I received a call from their executive office regarding the AZAG complaint. They acknowledged my (and pretty much everyone else’s) grievances regarding the issues caused by their network’s oversaturation. Lady was nice, we reached an agreement regarding compensation and she promised to keep me updated regarding the now-expedited node split for my neighborhood (said it wasn’t even planned for all of 2020 but because of COVID-19 and the network issues they are moving the schedule up).

She stated I was the first AZAG complaint but she had several other FCC complaints too. I also told her I filed my own FCC complaint so she could expect that soon and she said she’ll call me back to confirm receipt (apparently she legally has to, but it’ll just be a duplicate complaint for me).

So in summary: file with your state’s consumer complaint board as well (if applicable). You may receive a faster response!

I can also confirm that the phone number dchadd posted is their executive office phone number. It may not help calling it without them reaching out to you first, but of course, anything is worth a shot.

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EricB

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40 Messages

Who did you speak to at the executive office? I spoke to them April 1st,  I spoke to Jeff and he was very friendly and understanding, he is in the same boat working from home in Arizona. He said they will be monitoring the node, and looking into resolutions, and he would follow up after the weekend.  It sounds like your call a few days later, was a bit more productive as they have gotten more information etc.  I would like to reference it if needed, since we are both on the same node.

Also glad to hear we are indeed getting a node split, even if its a few months away, we have needed it for awhile before the Covid-19 crisis.

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Alef_Meem

New Contributor III

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17 Messages

Her name was Tracey. She hasn’t given me any reference or tracking numbers but just promised to continuously keep me updated, as well as offer me a discounted monthly rate for the inconvenience this has caused us (with the stipulation that I have to call monthly to have the rate adjusted for as long as this issue persists). Other than the side comment regarding expediting the node split (when it wasn’t even planned for this year), she did not specify anything regarding resolutions.

Also interesting is my modem was reset last night around 1AM remotely via SNMP. I don’t know if that’s due to monitoring my connection or not.

Feel free to reference me in your discussions with Jeff. If there’s a PM function on here or DSLReports go ahead and hit me up, I’d be happy to get in touch so we can share info and coordinate in resolving this.

I was playing Call of Duty online today from around 4 to 7 and it seemed better till around this time. Less jitter overall but then as soon as 8:00pm hit it went downhill fast.

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Alef_Meem

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17 Messages

It’s really bad tonight. Getting close to 170ms of jitter on some tests. 5-10% packet loss. Decided to check Cox account and there’s an “outage” for our CMTS set to be resolved by 1:18AM apparently. I wish they would call it for what it is and leave the outage message perpetually till the node split occurs...

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falc

New Contributor III

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19 Messages

They list it as an outage so you can't get credits. Them "resolving" it is most of the people using their upstream bandwidth go to bed so the line evens out. 300-350ms of jitter for me. My max ping to the first node is 398ms, last 60 minutes average packetloss of 7.8%. 

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