Unable to Initiate a Chat and Have Been on Hold for Nearly an Hour

absolutely not. I do not use either of those platforms. I should not have to use Facebook of all things to contact a business I pay directly for supposed service. I need to speak to a customer service representative via phone or chat immediately. 

why is the chat function no longer available in the app? why have I now been on hold with customer service for over an hour now? What is going on over there? 

You can call directly at 1-800-234-3993 or text 'HELP' to 54512 if the chat option is not working for you. It worked for me when I just tested it. You can also use the website to chat at the bottom right corner at https://www.cox.com/residential/home.html 
-Raquel

As I said I have been on hold for quite some time at that number. 

There is no chat option at the bottom right corner of the website.

The xxxx number just redirects to the website which, again, seems to no longer offer a chat option. 

What exactly is going on over there? It seems like ever since the Spectrum rebrand Cox has really dropped the ball.

Update: your automated phone service hung up on me. 

I apologize that you're not able to contact someone through any of the above means. We are unable to address individual account concerns on this platform. If you have a general question, the community may also be able to assist. For account specific concerns, please reach us on one of the above options for assistance. We can also call you once youve contacted us through Facebook or X, or Reddit at Spectrum_Official. I apologize for the inconvenience. 
-Raquel