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jp97's avatar
jp97
New Contributor

Cox is telling me my internet/tv will be for a week - help!

Hello,

The construction workers building a house behind me cut my Cox line. I'll refrain from calling the names that are going thru my head right after 24 hours of no internet and tv.

A Cox tech was out today and said they didn't just cut my line, they damaged the main line so he can't fix it. Says he put in an ESR and it may be a week before it's repaired. I work from home so a week without internet is not an option and he suggested I call support to get a better idea when someone will be here. Support line tells me with Thanksgiving coming it may be more than a week but no details about when and can't tell me anyone I can talk to about it.

Can someone here help me expedite this?!? I know cutting the line is not Cox's fault but not repairing for a week is really not acceptable.

Thanks,
JoAnn

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  • DannyS's avatar
    DannyS
    Moderator

    The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone and High Speed Internet services with other customers. This appears as if you may need for someone to look into your account personally.  We can definitely be able to assist you with this.  If you are needing help with billing or other account specific issues, please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.

  • jp97's avatar
    jp97
    New Contributor

    Danny,

    I'm sorry to have troubled you. In the past I've always received very good support and customer service in the Cox TV forums (shout out to Becky if she's still around - you still rock!) I'm very sorry to hear from you that I should not be requesting help on the forums anymore. To fit more into your guidelines outlined below, I will amend my above question to the following:

    Does anyone have any experience with if this really takes a week or have any suggestions as to how/whom I might contact to expedite this this type of ESR?

    Thanks again.

    JoAnn

  • jp97's avatar
    jp97
    New Contributor

    My service is back on thanks to a couple of awesome Cox employees who were out here this evening! To anyone else in the future who may have an issue similar to this and is wondering how long it might take:

    The construction worker cut the main line at approximately  4:15pm on Friday afternoon and I immediately called Cox Support.

    The first line tech was out here on Saturday around 3pm. By 4pm he had determined it wasn't my line but the main line and had escalated the issue.

    After he left, and at his suggestion, I spoke with Cox Support by telephone. Then twitter and of course this post on Saturday afternoon.

    The Cox guys who ultimately fixed the problem arrived around 4:30pm Sunday evening and my service was restored around 7pm.

    And so ends the most boring weekend of my life with no tv and no internet!

  • Karen_R's avatar
    Karen_R
    Former Moderator
    Hello JP97,

    I apologize for any misinformation but Danny was saying that due to the nature of the issue that we would need to take a look at your account to provide more details. You can post messages to our Cox forums at any time but messages of this nature require that we look into your account specifically. Thanks
  • Karen_R's avatar
    Karen_R
    Former Moderator
    Oh great JP97, I'm glad to hear the tech repaired the line and all services are working. We're available daily on Cox Forums, 24/7. Thanks