Forum Discussion

Helpmerhonda's avatar
Helpmerhonda
New Contributor
3 years ago

Gigablast Installation

Anyone else have problems getting the proper technician to get fiber from the street to the house?  And if so, were they able to do it without digging up your driveway?

3 Replies

  • JonathanJ's avatar
    JonathanJ
    Former Moderator
    @Helpmerhonda

    I apologize for any inconvenience this has caused. Something like that can happen if the work order was scheduled for an install or upgrade and when the technician arrived they weren't able to complete the work order and need to refer it to our maintenance or construction team.


    Jonathan J
    Cox Moderator
    • Helpmerhonda's avatar
      Helpmerhonda
      New Contributor

      Well the technical support people have no idea what they're doing, and now I have no idea what's going on.  They have sent the wrong folks twice and when I called to complain, one supervisor hung up on me and another, escalated 2 levels up, made it sound like I was in control of the scheduling.  They sent the folks who run the wire into the house and said the street crew was coming but they did not.  We are also concerned they won't be able to "flush out" the conduit that runs under the driveway and that we'll be out of service if there are problems.  We have old old service so really slow and can't upgrade unless we do fiber.  How can I speak to someone who really knows what they're doing, instead of all these admin people who do not know...I say this after talking to the field folks, who DO know what they're doing, and numerous calls to the help desk with terrible outcomes. We have been your customer for 20+ years with no issues frankly, and all I want is faster service.

      • LatitiaS's avatar
        LatitiaS
        Moderator
        Hello Helpmerhonda,

        I understand some things are not always handled in the best possible way and I am sorry to learn of your experience from some of my peers. It looks like repairs are pending yet our field team has not provided an estimated date for completion. We apologize for the impact and appreciate your continued patience. We will follow up with you once we receive a notification of completion.

        Respectfully,

        Latitia
        Cox Forums Support Moderator