Forum Discussion

CarlaVala123's avatar
CarlaVala123
New Contributor
2 months ago

Cox Pedestal Help!

I am on the board in an HOA community Mesa, Arizona.  It's been a nightmare contacting the right person to get a "pedestal" in one of our homeowner's front yard. I did this 2 years ago and 2 or 3 tim...
  • LatitiaS's avatar
    LatitiaS
    2 months ago

    Hi CarlaVala123,

    Customer Service is very important to us, but it looks like we haven't done a great job of displaying such.  I am truly sorry for all the frustration and aggravation you have been through seeking help.  You reached the right place....Almost.....Please if you would, send us an email to Cox.Help@cox.com with the address and my team would be happy to get this reported to the appropriate team.  Please be sure to include the image so that we may attach it to our communication.  We look forward to hearing from you.  

    Cox Support Forum Moderator 

LatitiaS's avatar
LatitiaS
Moderator

Hi CarlaVala123,

Customer Service is very important to us, but it looks like we haven't done a great job of displaying such.  I am truly sorry for all the frustration and aggravation you have been through seeking help.  You reached the right place....Almost.....Please if you would, send us an email to Cox.Help@cox.com with the address and my team would be happy to get this reported to the appropriate team.  Please be sure to include the image so that we may attach it to our communication.  We look forward to hearing from you.  

Cox Support Forum Moderator 

EileenArchibald's avatar
EileenArchibald
New Contributor
2 months ago

Were you able to get help for the community? I saw another post that required a cox customer account for a technician to come out. I also live in an HOA and we have a few pedestals that need work. We won't have a specific customers account to attach the request to.

  • NicholeC's avatar
    NicholeC
    Moderator
    2 months ago

    Hi EileenArchibald,

    I can still report the ped issues to our field teams. If you're able to give addresses of where they are located, I can still get that taken care of for you. Please send an email to us at cox.help@cox.com

    Thank you. 

  • CarlaVala123's avatar
    CarlaVala123
    New Contributor
    2 months ago

    They have not fixed the pedestal yet. As usual, they will first send out someone to your house, not where the pedestals need replaced, thinking that you want your internet fixed!! Then you will have to further explain to them that this is a field service request for equipment repair. The last time I did this it took me a year to accomplish the repair of two pedestals. Those taking phone calls for Cox do not know or understand how to create the correct kind of work order. I had to contact the city of Mesa the first time I did this and they gave me the number of a Cox manager who expedited. 

    I just called Cox, am still on hold waiting for a manager.  The rep that answered the phone (3rd call today) said the "work order" was created for someone to come to MY HOUSE to fix my internet!!!!! They STILL had the wrong address and the wrong kind of work order. I asked for a manager, still waiting. 

    I will be attempting to contact corporate, then I'm going to reach out to  TV stations. Something needs to get the attention of Cox.  They simply cannot install pedestals and then NOT provide a phone number to call for repair/replacement of these pedestals. I will be advocating to drop Cox because of this issue.

  • JuanC's avatar
    JuanC
    Moderator
    2 months ago

    I'm very sorry to hear that the pedestal has not been fixed yet. I understand your frustration. Please reach out to us at cox.help@cox.com for assistance. We can submit a damage form to have this fixed.