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Witch's avatar
Witch
New Contributor
27 days ago

Cox @ Tulsa OK

I'm currently at the 33h mark without broadband. Unscheduled outage. We're well past all the hopeful 'fixed by time' deadlines. Zero reasons given for the outage. Zero estimates now for how long this one will last.

This is but the latest in a long saga of Cox outages in my area (74137). Cox has the capability to track exactly how many outages & their duration each customer has experienced... so why isn't that data in the app? Why aren't outage credits automated? Why do I have to keep calling to get a credit when you already KNOW?

I want to see a graph of my Cox outages every month in that app your customer service reps keep pushing on customers whose WIFI is down. (Don't recommend the app, their WIFI is down. They can't download it.)

Also, how am I texting you when the only way that interface opens up is through the app? Stop pushing the app on a "my Internet is down" conversation. Your customers are not dumb. Your customer service scripts *do* make Cox look dumb, though.

Deploy a portable hotspot when my outage is over 12 hours (6, ideally). "We don't do that" is unacceptable. You *would* do that if the CEO of Cox needed it here in Tulsa. Admit it.

"Looks like your modem is over 5 years old..." they said. It is, so why hasn't Cox replaced it as a regular part of the maintenance calendar? Are you just waiting around for our modems to fail, when you can see on your end how old they are? 

No fiber optic options available.

My cell service gets 253 Mbps service... Cox brags about hardwired modem at 100 Mbps. Europe @ 5Gbps is laughing at us. And we pay more than they do, too.

#CoxFail, Inc.®™

COXFail
  • JulianN's avatar
    JulianN
    Moderator
    27 days ago

    Hello, I am sorry you're in this ongoing outage. I understand this can be a problem and frustrating. We value your business and want you to have a good and reliable connection. I can say, we'll always work to resolve them as quickly as possible. Not all homes react the same way in an outage. Some homes may have intermittent or no connection and others may not be affective at all. This is the reason an automated credit is not applied to customers’ accounts, regarding outages. However, we do not expect customers to pay for services they are not receiving. If you'd like further assistance on this matter, please email us your “full” name, “complete” address, Cox pin and a copy of your post to Cox.Help@cox.com for further assistance. Thank you! 

    • Witch's avatar
      Witch
      New Contributor
      27 days ago

      That's a non-response. And, no, I won't email, it's even less efficient than a text. Good thing you didn't suggest Morse code, I'm a little rusty, but I'd give it a go:

      ... _ _ _ ...

      That's SOS.

      Total number of times my Internet has had an outage due to loose or faulty wires or connections, ever: 0

      Total number of times suggesting I check that & it fixed it: 0