Cox Support
Thought I would bring this here as no where else in the Cox support system seems to be interested. So here goes ... Experiencing random outages ... scheduled a tech to visit. So far so good. ...
Forum Discussion
Thanks CurtB, appreciate your help.
First, when you call it a outage, how do you mean that? Do you know for a fact that others in your area are offline or is it just you? If not, there isn't much you can do Cox side. They have to schedule technician as per their dispatch and time allows. If you had phone, you could get an escalated tech. Not sure if they still use it but there was something called a Coffee point's form to request a sooner technician. Outages go to maintenance(or maybe this case to TrueNet) so the problem may be resolved before the technician. What I suggest doing is calling TrueNet and see what they say. I found there number on their website and it's 904-777-9052. Let us know how it goes. Good luck.
Tried the number ... unless you have an actual name to enter all you get is the auto operator telling you to use the directory ... the "leave a message" option takes you to an inbox directory where again, you need an actual name to enter. Unable to contact anyone via the number OR leave a message option.
unless you have an actual name to enter all you get is the auto operator
That stinks, but makes sense I guess. They probably don't want to deal with everyone that could call in. It's too bad you didn't get a name from the contractor who caused the issue. BTW, do you know HOW they caused the issue? Did they just cut your line?
I work in the power distribution industry and an outage is when a customer has no service. I have no service ... it was caused by TruNet tech (who is in this case a representative of Cox). They admitted to the same when I approached them. How do you get an escalated Tech? I was never given that option or do I see that option in the phone app or via online support.
I have never heard of a "Coffee point's" form, can you elaborate? Thank you.One of the reasons I am glad I retired when I did, Cox no longer hires TECHNICAL people to work the first level of support, and I believe they farmed the first level of chat support to overseas people who haven't a clue what they are saying or doing. The ONLY way you are going to get any technical assistance is by calling and requesting escalation to CAG, or by working with someone like TiffanyR, or LisaH here in the the social media support. BOTH of them are technical and can absolutely assist you in resolution.
