Forum Discussion

mypayan's avatar
mypayan
New Contributor
11 months ago

How to escalate an issue?

Any recommendations on how to escalate an issue. Since September  I've been having outages 3 techs have come out and they've said it's an issue in our alley. Each tech says they can't handle the issu...
packet loss
LaToyaW's avatar
LaToyaW
Moderator

Hello.

I'm so sorry this has been your experience. We have a clear path for issues like this, and a ticket is usually put in place for our field team. When you have a moment, please email us at cox.helpCox.com with the issue and your full name and complete address.

mypayan's avatar
mypayan
New Contributor
11 months ago

Do you know how long it takes to hear back from them once you email them. 

  • CurtB's avatar
    CurtB
    Valued Contributor III
    11 months ago

    It's been my experience that someone from the Cox Social Media team at cox.help@cox.com will respond to an email the same day, usually very quickly.  Follow up with another email.  Include your full name, service address and a link to this discussion.