Node Split progress inquiry.

Stuff like this confuses me. Why is it so hard to get a ticket number? They aren't private or propritary... it's a database number. I think a lot of it is not the entire staff is trained in the ticketing platform software, so many employees simply don't know how to find the associated tickets. Here is a overview of some of the software they use (public). There UI will be a little different but same basic functions.

Node split or not, you still need someone to scrub the ticket database to find a ticket related to the problem for a ETR. If it was me, I would first start by looking for past outages in your area and see what tickets are associated with them, then use those to see if you can find a open ticket.  You will need atleast Tier 2 for someone with that training and access. If nothing else, use that ticket number for immediate escalation to Tier 2 when calling.

So this "work order # is: 7711716" was a technician visit. Well, A third party contractor showed up. He sat in his truck for 40 minutes and then left. He said he came up to the door and knocked and no one answered (lie). He never left his truck. He said he called over and over to my house phone + cellphone (lie). He didn't call once. He rescheduled the appointment on his own without contacting me for two weeks from now on June 4th between 3-5PM. The third party contractor was from WCC Cable. I have two doors the main door and the glass screen door. The main door was wide open with the see through glass screen door. A car was in the drive way. He just sat out there got his hour pay and left.

I contacted tier 2 support and tried to get someone out today but he could not get in contact with dispatch.

Tier 2 support said usually something like this is resolved within 3 months with a construction ticket. I can not for the life of me get any type of notes, numbers, whatever relating to a node split actually being planned.

But somehow support on twitter sees a node split "Hey, the node split is still on the schedule to get completed but the time frame has been changed. We are working to get this done as soon as possible. -Shariel" I followed up with "I want proof hard proof a physical letter in the mail. An email, Work order #, Anything relating to the note split. Stating that a node split is actually going to happen. Instead of getting the run around constantly. Because this is insane." The reply "Hey, there is no letter we can generate for this. Things happen that can push the dates back. -Shariel" My reply ". If there was a node split planned there would be some sort of information out there stating it was being planned. Because if it wasn't where are you getting your information from? You would have documentation stating a ETA"

The time frame has been changed 4 times now. End of march, End of april, End of May, End of June, Latest July! Keep in mind this has been going on since November. With the field supervisor being out in January with another technician who both seen the slow speed and failed to put in a ESR. The Field supervisor Bruce and the executive division a guy named Kevin both contacted me days after they left and stated a node split was needed and planned by the end of march. It's almost comical to have 1/10th of your internet speed for over half a year and not have a single ticket, esr, anything put in about slow speeds.

Norman said:

So this "work order # is: 7711716" was a technician visit. Well, A third party contractor showed up. He sat in his truck for 40 minutes and then left. He said he came up to the door and knocked and no one answered (lie). He never left his truck. He said he called over and over to my house phone + cellphone (lie). He didn't call once. He rescheduled the appointment on his own without contacting me for two weeks from now on June 4th between 3-5PM. The third party contractor was from WCC Cable. I have two doors the main door and the glass screen door. The main door was wide open with the see through glass screen door. A car was in the drive way. He just sat out there got his hour pay and left.

I contacted tier 2 support and tried to get someone out today but he could not get in contact with dispatch.

Tier 2 support said usually something like this is resolved within 3 months with a construction ticket. I can not for the life of me get any type of notes, numbers, whatever relating to a node split actually being planned.

But somehow support on twitter sees a node split "Hey, the node split is still on the schedule to get completed but the time frame has been changed. We are working to get this done as soon as possible. -Shariel" I followed up with "I want proof hard proof a physical letter in the mail. An email, Work order #, Anything relating to the note split. Stating that a node split is actually going to happen. Instead of getting the run around constantly. Because this is insane." The reply "Hey, there is no letter we can generate for this. Things happen that can push the dates back. -Shariel" My reply ". If there was a node split planned there would be some sort of information out there stating it was being planned. Because if it wasn't where are you getting your information from? You would have documentation stating a ETA"

The time frame has been changed 4 times now. End of march, End of april, End of May, End of June, Latest July! Keep in mind this has been going on since November. With the field supervisor being out in January with another technician who both seen the slow speed and failed to put in a ESR. The Field supervisor Bruce and the executive division a guy named Kevin both contacted me days after they left and stated a node split was needed and planned by the end of march. It's almost comical to have 1/10th of your internet speed for over half a year and not have a single ticket, esr, anything put in about slow speeds.

Norman,

The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox High Speed Internet services with other customers. Since your issue is being worked on by our field leadership, the forum platform will not be able to assist. For further updates, please email us at cox.help@cox.com. I will be closing this thread.