Why can I detect an outage before Tech support can?

In other words, Cox doesn't monitor the operational status of their network.  Vendors do make software to do this for them.

In other words, the TECHNICIAN you call on the phone doesn't have the capability of monitoring the operational status of their network, and since they don't have that information in hand, until a number of people call in, THEY don't know there is a problem. The people who monitor the operational status cannot always see a smaller area of affect having problems. Instead of putting words in my mouth and providing snide remarks, why not provide something useful. 

What I am describing, is when you call in, you reach a rep on the phone, NOT network operations.  If you worked in a network ops center, then you should KNOW that. 

Correct and I do know this.  If the OP called to report not seeing a home modem from off the Cox network, as a rep, this wouldn't alarm me because I could see the home modem is online and OP is off the Cox network.

However, since OP verified the outage with a Cox-subscribed neighbor, as a rep, I should poke around or inquire with NetOps.  I'm sure Cox is monitoring their networks and NetOps wouldn't immediately notify the Help Desk because they may be fully aware, assessing and troubleshooting.

First, as a Help Desk, you don't set a quota for the number of calls about an outage.  This is insane.  People are paying you for a service but you'd deny their service until you received 3 more calls.  The first call is a heads up but OP had duplicated the outage with a neighbor.  Take some initiative, make inquiries outside the Help Desk and don't wait for other paying customers to complain.

Second, as a rep, if I can see the modem is online, why would I recommend a service call?  Where would the tech go?  The OP is at work.

You were obviously trained to be reactive and to procrastinate.  I was trained to be proactive and to treat people with a problem with some respect.  We different!

What you don't realize is when you call in to Cox, your call is routed to the first open representative, Be they in Ks., Va., La., Ne., or other call center in the U.S., or if all Reps in the states are busy, then your call is routed to a call center 3rd party partner. It would be different, if all calls when to a call center that was always local to the call, but that's not the case. Cox has call centers all over the country, so In Va., the agent may get a call from Santa Barbara, and the next call may be from Ct., the next one from Fl.