Endless 3.1.1.2 errors

Well, the frustration continues!  Had a scheduled window for an appointment this morning between 8 and 10. At 10:45 and no technician     or call I called and spent some time hold while they tried to figure it out.  Unable to make it due to delays, we rescheduled for today between 3 and 5 PM.  No call and no technician again and a total of four hours of my day wasted waiting, at home, holding up my end of the service appointment, twice. And this is after two previous service calls to fix the issues have failed completely. 

Called at 5:15 to find out about the second missed appointment today. The customer service person apologized for the failure to meet their appointments. Yes, two missed appointments on the same day.  She said she would escalate it to a supervisor in the dispatch department and call me back with an update.  It's an hour later and no call back!  What the heck is going on? Has Cox become so big that customer service means nothing?  Certainly seems so.  What's so difficult about returning a promised call? For that matter, how come two service techs coming on two different days cannot resolve the problem(s)?

Oh wow, that's really not good!  I'd like to see what happened and what I can do to correct this and prevent it from happening again.  Please reach out to us via Facebook, Twitter, or email us at cox.help@cox.com, include your complete address and account name.   

If they have to use an amp to boost your signal that is bad.

I take it this signal amp is in your house.

As long as they have to use this to boost your signal you will always have problems.

Amps add noise to the already weak input to your home.

This is an old cheap fix which dates back to the old days with cable companies

which sadly hardly ever works..

April 29th appointment update. 

Well it started out sort of weird today. A contract technician showed up at my door and began to diagnose the problem AGAIN. After I told him everything that was done over the three previous visits, his solution: replace the drop from the pole. His logic: everything else has been tested and or replaced so that has to be the problem.  But but but...the signal is fine according to all three previous techs. Oh, no no no, that drop is old, we don't even use that kind of cable anymore, besides you live near the ocean, it's a problem too.  But before he was about to begin, the job disappeared from his route. On checking further he told me a "Cox tech", "a supervisor"  has been reassigned to this job. He's on his way and should be here in 20 minutes. 

Shawn, technician #5, arrived at my door. He said, he was here to resolve all of the problems. He added he'd reviewed all of the case notes, but was disappoint that there wasn't a whole lot from the tech from the previous nights trouble call. I told him, Jeff, last night technician, was ordered off the job at 8:45pm by his boss. I did my best to tell Shawn what Jeff found and changed last night, but the same error messages reappeared only 30 minutes after he left. 

After some preliminary tests Shawn said his first course of action was to replace, the just replaced CISCO Explorer cable box and its client with a new Contour2 box.  Huh? Really?  Yes, Shawn explained, we really don't use the old Explorer boxes, and since we're having all these problems and the signal is good, I figure it's the boxes. So twenty minutes later a new Contour2 box and its client are installed and programming is uploading.  Shawn also confessed he had another trouble call nearby, in the same node, although it was different box. 

So Shawn goes about showing me all of the "new" features Contour offers. Honestly I was shocked it does so much more than the old box. Its enhanced user interface makes it so much easier to find entertainment choices and other options. It is a dramatic leap compared to the old Explorer cable interface. 

Something else happened too. NO ERRORS!  None whatsoever. Yeah but it's only been about a half hour, I said, just you wait, I added.

So, before I start praising Shawn as the "cable repair guy extraordinaire", the guy who fixed the problem when four others tried and failed. ( that's not fair to Jeff, as he was ordered to leave by his supervisor, before he was finished). I'll give it a day or two cause I'm a bit pessimistic about this whole experience. However, I do have to give Shawn kudos... he used a common sense approach and took the proper action, he didn't hesitate and debate it he just did it. In addition, he also left me his direct cell number to call if there are problems. He also gave me his technical support engineer, Brian Scott, name and number. He told me Brian would be following up with me next week even if I didn't call him. 

So here's keeping my fingers crossed, and thanks to Shawn for letting me blow off some steam about this incident.  I will post in a day or so as to how it's all going.  I'd also like to thank those who helped out at "COX HELP" for looking into this and supporting this Cox customer!  You've restored my faith in Cox Customer Service.