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?
Not exactly sure how they dropped my service but they had a pedestal open on the lot next to my house. They had dropped another person across the street but brought them back up within 30 minutes.
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.
an outage is when a customer has no service.
Hmm, what do they call it then when a whole street or block is out then? I used to work for Cox and a "outage" was when either a report from the field or some other Cox group saw a large group(like a whole node) offline and it would come up on the customer database as a pop up and stop you from creating trouble calls. It could also be triggered but many people calling from the same area. I mentioned it because if it was a large group of people you probably didn't need a technician. Doesn't sound like it now though.
As for "coffee ponts form" forget I mentioned it. It's just a name of a form to contact dispatch. They probably don't use it anymore because it was on it's way out when I worked there a long time ago. I thought if you had something to mention you could push a representative to use it. To that end, I suggest you contact Cox by the email CurtB gave. Ask them to see if they can contact dispatch for a "disconnect in error". Sorry I don't have a better suggestion but there isn't much us users can do when a technician is needed. Hopefully you can get your case escalated. Are you internet only? No phone? I think if phone was down they would have to try to get a technician out in 24 hours as per FCC. Don't quote me on that though. Fingers crossed.
We have radio response meters that help us define the boundaries of an outage by reporting if they have changed status to off-line. We treat a single customer or a cluster of customers as an outage. It sounds like Cox only responds to a "cluster" of nodes reporting being off line.
On a side note ... how would you feel if you called the power company and reported your power out and were told that their system did not show you as an outage and we could get a tech to you in 5 days to investigate?
I will forget the Coffee points suggestion. 🙂
