The Litany

Can I also quickly point out that I laughed a little at the "Happy Connecting" message I got when I made my forum account? I had to go to work just to write this forum post.  My job's Cox T-3 connection seems pretty decent - how 'bout you hook me up with this at the price I'm paying for the terribleness I'm getting at home?  Bah... that would be a second question; I'm not confident there will be a good answer to the first one I asked so I should probably stop inquiring.

Thank you DustinP.

I will do this once the latest resolution suggested by phone support turns out to be a dead end. The current theory is that the hardware they sent me to install myself may be faulty, so I need to swap it out with a new one from a service location.

Because the troubleshooting has been so ineffective, I'm seriously considering doing my own legwork and rebuilding my entire network from scratch, send back all the useless equipment your company provided and buy approved versions that I have personally vetted. I just... don't trust you anymore.

Not you, DustinP - you're cool.  Your company... I don't trust your company. Y'all take too many shortcuts to make a profit and it doesn't seem like any of you have the capacity to service a customer from start to finish.  It's a shame your company cannot empower a single person to help me through my problem until I don't have one anymore.

But... thank you for your time anyway.

Hi Becky, DustinP,

I've written the e-mail address provided, as requested, and referenced this thread.

Since last reply, I've changed out the cable modem at a service center, directly connected my desktop to it, and as of this moment it's taken me 14 tries to write this post due to the disconnects. Attached is my latest, hardwired speed test.

It's not me, it's you. I'm sorry for that.

@Trapjack

That is certainly not the speeds that we want you to experience and I suggest we have  tech come take a look. Please send us a an email to cox.help@cox.com so we can have a tech come out and take a look.

Thanks,

Alan - Cox Support Forums Moderator.

Hi Becky, DustinP, and welcome Alan with 1 and 2 L's,

Without further ado, I bring you...

The Litany, Chapter 3:

I have since had another service call come to my house and they found a frayed wire in the green cable box outside.  They surmised that this was the cause of all my internet service interruptions (the technician was knowledgeable about how the slow drip of water causes line noise - and there was a lot when he checked it with his fancy not-modem).

Before leaving he assured me that the problem was resolved.  It continues to confound us here. The internet will drop out for a minute or two every 20 minutes REGARDLESS of whether or not we are on the WiFi - this happens EVEN WHEN I am directly connected to the modem (so please, please stop troubleshooting my network - when it's eliminated altogether I have the SAME issue).

We were told by Travis (the first technician to visit about a weeks ago) that the problem is a "Plant Issue" - meaning the second service technician that came out probably had no capacity to fix my issue.  We were also told that Maintenance would be out to check and fix the problem - I don't know what that means, or when that's supposed to happen, but Travis gave us the indication that it should be resolved within 48 hours (and told us to cancel the second tech visit if the problem resolves itself before then.)

I really dislike how long this narrative is going. And I really, really dislike paying for a service that I'm not able to fully utilize.

Kindly put me in contact with someone that can actually help me,

TrapJack

Hello,

Sorry to see you are still experiencing issues with the service.  We see the email you sent and will reply to you there shortly.

My saga continues. Please, see the e-mail I sent a little while ago for further details, since you are able to do so.

I decided to post here separately so I could voice an opinion - this ticket is still in progress and therefore this thread should not be locked. I'm going to criticize your company a little but it's all because I'm being honest with you.

If your only duty on the forum is to funnel people to your e-mail support services, you should save yourself some overhead and simply make your e-mail button a bit larger and shut down the forum. You're playing a very cheap game with your customers that's laughably transparent.

If you're wondering why both of these avenues exist in the first place, its because actually dealing with customers in an e-mail vice on a public forum allows a company to quietly deal with it's dirty laundry in a sub-standard fashion without other members of their communities seeing the weakness in their own selected services and support. Why else would you have pushed so hard for me to use the Cox.help email account, which has been less Cox.help and been more like Cox.moreproblems?

As I said before, my disconnecting issues still exist and its the same one that's been going on since the beginning of this thread. I continue to have pitifully low expectations of service and you still have offered me less than expected.

Please read this post, read my email, and FIX the problem. Since the forums are supposedly a different department from phone help and e-mail support, I'm updating my ticket here as well so my displeasure and concerns are voiced. If you don't read the e-mail, I'll know you haven't, I'll let you know you haven't, and so please don't waste any more of our collective time.

TrapJack