Internet down

Question

Our internet service went down on July 11.&nbsp; We called and were told it was a temporary outage in our area.&nbsp; We would then get updates via text that it would be fixed by a certain time.&nbsp; That time would pass, then we would hear nothing.&nbsp; We'd call again, get told another time and that time would come and go.&nbsp; We still do not have service and I'm at my wits end.&nbsp; "We are working as fast as possible to restore your service" just isn't cutting it anymore.&nbsp; I want to know when my internet will come back?&nbsp; After 48 hours, you know what the problem is and you know when you will fix it.&nbsp; Shame on you Cox.

bruce · Answer

Restoring your service may be on hold due to another issue, such as electrical power, structural damage, trunk damage, flooding, etc.&nbsp; Granted your update process could use some work but give the techs a break.

greg19 · Answer

Yes, I can only imagine the ** the technicians have to go through but still 48 hours down, I think Cox should have devoted more resources to getting the problem fixed. They have bandaged the problems in my area to many times, when I first moved in the service was pretty good but as time went on it got worse to say the least. They finally got the connection stable but it still has been a bad connection ever since the first problem had occurred. With the fairness mess gone I was hoping they would devote more resources to improving the overall system, but so far it does not seem to be happening as of yet, although have heard them talking about it but talk is cheap.&nbsp;

bruce · Answer

Sure, they could devote more resources but like I said, it may be an issue out of their control.

greg19 · Answer

Who’s control, the technicians, sure it’s out of their control but corporate not so much it’s just a matter of monetary gain or loss to keep the company profitable and in business.
Concern with customer service is what they say but if that was the case then system upgrades and stability would be a priority.
Their technicians probably deserve a pay raise or at the minimum a bonus for doing the work they do sometimes, such is the case for me, since they are out in the current weather we are having down here in the south, however with telephone and tv service for weather updates depending on a reliable internet connection more resources should have been spent sooner to upgrade the system, and repairs and upgrades done before waiting for the mess to hit the fan before having to fix it or upgrade it. More proactive and less reactive is preferable.&nbsp;
Without competition within the industry though I fear they will never have an urgent need to upgrade or provide more reliable service until it’s absolutely necessary which pretty much means when their stuff breaks an interrupts the service completely otherwise they don’t bother to do so.&nbsp;

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