Inexperienced rep
I recently spoke with a Cox Communication representative named Shane to try and resolve an issue with my uncle's phone. According to Shane, my uncle's bill was overdue, which was causing the phone to...
Forum Discussion
While what you are dealing with is unfortunate, it's the norm. Cox no longer trains 1st level support in technical issues, they have to follow a monkey script called Solution Center. 99% of the Cox agents in Tier 1 haven't a clue, and worse, I am told by some, that they no longer are required to escalate calls when requested. Not sure if that's the truth, but that's what I am hearing from friends who have had to call for assistance.
The entire process made me frustrated and angry. I was ready to cancel my account because the process was so difficult for something that should have been easy.
I hear you. When i was in Tier 1, if I had the minimal level of knowledge they have now, I would have been walked out of the door. ALL I can suggest is request escalation to CAG. Most of them are technically competent and can take care of your issues. Most of the reps who are in here as well, such as TiffanyR and LisaH. I worked with both of them when I was in Data Tier 2, and they are both extremely knowledgeable. If you have issues, they can help handle them.
Lately my experience with Cox tech support has not been good. I can't tell you the amount of times they would say the modem is the problem, the router is the problem.
The most amazing time was when I was running my line from the modem directly to my PC and was told they could see from their end the router was the problem. Ever time a Tech would come to my house (which waste my time and theirs) with in 5 minutes the problem was outside my home. Lately for Tech questions I find what I would consider a 2nd Tier Tech to be on the COXhelp email address. I get a quick response from someone who doesn't sound like their reading a script. What I will say is COX always gives me credit on my Bill however the level of credit doesn't really compensate for the down time inconvenience, for example a $5 dollar credit for being down all day is not much compensation. Another example would be when I had the phone with COX. I lose internet I lose phone too. If you have only internet and stream with other TV services you lose those services as well and at this point I don't know if COX will compensate for other services you pay for that are down from poor internet.
