I've had two support people just blow me off while in talking to them, there's nothing wrong on my end, because I'm using data with over 100 GB of service, but somehow on their end I've had support just not respond at what seemed to be the most opportune moment.
Same thing happened to me they just don’t care. I’ve have the worst service ever and customer service
At the end of the day, 'vote with your wallet' - go elsewhere for service if its a viable option - if enough people do the same eventually they will notice. If you have no viable alternative provider(s) in your area make sure your government representation at all levels are frequently aware of your fervent dissatisfaction regarding cable monopolies.
I just had the same issue. They just beat around the bush with the issue I was having and then gave me a little attitude when I was trying to tell her what she was having me do wasn’t going to help my issue. Also tried to sell me something else in the middle of talking for a “discount” but I already spend too much money with them and have all sorts of problems.
In my limited experience so far with Cox I have found the Live Chat to be the worst option (apparent off-shore resource with less than optimal communications skills). Email (cox.help@cox.com) has been better since you can share all the details of your issue as you see them. Phone has been 'okay.' Snail mail is probably the best (albeit for non-time critical issues), especially if/when you start to Cc relevant regulators and C-level execs from Cox corporate. Always best to stay even-toned, state your problem, and most importantly, state your (reasonable) expectations for how you see the issue being resolved (e.g. "I expect my internet service to be fully functional as per my contract within the next five business days, a $25 serv.ice credit for outages to date, and an additional $10/day credit for each day after the aforementioned five days where this issue is still not resolved.")
