Incompetence at the highest level

Hi James Anzaldua,

Reading your post is indeed distressing, and I think you have every right to be upset.  I am truly sorry for the frustration and aggravation you have endured in seeking help for your issue.  Please send us an email at cox.help@cox.com so that we may review what has been done and also what needs to be done for resolution.  Please be sure to include the URL so that we may identify you.  We look forward to hearing from you soon. 

I sent you an email.

The technician just got here and found the problem within 15 minutes.

They checked the lines on the street and stated I was only getting levels of 29, when I should actually be getting 35 or more. They said 29 is very low, and this is most likely the cause for my packet loss, time outs, lag and choke. They have escalated it to maintenance and said it could take up to 3 days for them to arrive.

So basically, I have had a week wasted of my time because the first technician who came out didn't know what he was doing and couldn't find the problem. The technicians today said he SHOULD have found the problem, because they have the same tools he does. 

Again, as it is said in the title, incompetence at the highest level. And now I have to wait possibly 3 more days until this gets fixed? You (COX) should be escalating this to the point where maintenance comes out first thing tomorrow morning, if not TONIGHT.

On the user accessible status page>signals on the SB6190, http://192.168.100.1 from any browser, a downstream SNR of 29 would have been a flashing red light to anyone, computer literate or not, having done a 5 minute Google search in an attempt at self-troubleshooting.

Although, for at least a year now, a 5 minute, due diligence Google search on the SB6190 pre-purchase would have persuaded a potential buyer to run away as fast and as far as they could from this device.

@Jerry - I have worked in IT for the past 10+ years. You apparently did not read my original post. The levels on my modem were fine. The post I made regarding the levels of 29 that should have been 35, were regarding the lines running from the street, NOT the levels of my modem. Also, the first major thing I did to troubleshoot the problem was buy a new modem to replace the SB6190. I bought the SB6190 when it first came out, 2 years ago. Stop assuming things because it makes you look like a condescending tool.

So the maintenance technician came by on Saturday morning, in which he apparently couldn't find anything wrong. He told me he would continue testing and looking for any issues, so I walked back inside my home. A little while later, I look outside to see if he is still working, but he is gone. I call COX support (tier 2) line to find out what he wrote down, in which they said it is still a work in progress.

I asked them to escalate the ticket to at least notify me with a status update. The tier 2 person said they would initiate a status update request, which at least put me at ease for a little bit. Saturday goes by, no update. Sunday goes by, no update. I end up calling a few hours ago to ask for a status on what happened, in which the tier 2 tech told me my maintenance ticket was resolved. I asked what the resolution was, and they said no issues were found, so there was nothing to resolve. So I guess for now, I need to test it again and make sure it is working properly. As of right now, it is working OK.

Here comes the best part. Before I got off the phone with tier 2, I told them about the compensation portion of my ticket. That I should be compensated for all the time I was out, as well as all the hoops I had to jump through with COX support and the COX technicians. The constant miscommunication, hours spent on the phone, etc... The tier 2 tech stated all they can compensate me for is $29. I thought this was a slap in the face, so I told them I wanted to talk to loyalty support.

I called the Loyalty Department, in which the person put me on hold after 15 minutes and then hung up on me. I call back and get an apparent "account manager", who tells me there is nothing she can do for me. Telling me the system auto-generates a compensation back to the account, and that's all I am going to get. I explain how long I have been out of proper service, as well as 4-5 days prior to the ticket of my own troubleshooting tier 2 told me to try. She starts to argue with me about how $29 is more than fair, and that she has dealt with the same thing with her cell phone, going out for 24 hours. I tell her, yeah but I got loads and loads of information that contradicted itself, over the course of almost 2 weeks, through various people and tiers. She again tries to defend it by saying, "Yeah that's what you are going to get when there are multiple people looking at your ticket. People will give you misinformation."

For being in loyalty, she was the worst person I have talked to (customer service wise) in the past 2 weeks. That was the cherry on top, of the worst customer service experience I have had.

If you think I am lying or altering the story a bit, please go listen to the call. I called around 6:30 PM PST. She was awful, and if I don't actually get properly compensated, I'll leave to another ISP. 

good question.  i asked some time ago & got blown off too.

some issues are in internet & some are in apps.  but since cox made a "THING" about email...there should be a proper area.

fyi....apps gets ignored.