My Experience with Cox
Two days ago my home internet went out 4 times in a period of about an hour. To summarize: I checked my signal levels and signal to noise ratios and they were good. I checked my event log and saw several T2 and T3 timeouts, which is unusual. When I went to the Cox site (via phone after turning off the wifi) I saw the notice that there was an issue in my area, so I signed up for text updates. (I didn't get any this time.) Everything cleared shortly.
I offer this reinforce the importance of being diligent getting a good connection to your modem, and becoming reasonably proficient at checking your signal levels and logs, and using the available tools. The vast majority of problems I have had with Cox internet have been cable/connector related. There are periods when the internet goes down, apparently for service, but it's almost always between 2am and 6am so it doesn't cause us any significant issues. When there is a real network problem at Cox, I have had the positive experience of it being pretty easy to tell and Cox usually has a notice up by the time I've done my basic troubleshooting. A power outage/blip can disrupt service in unpredictable ways, so I make a point of restarting all my key devices when that happens.
I'm not saying Cox is perfect, but by using the approach above, I have had very stable service and haven't tried to call into the customer service line in years. I recognize the challenges in working with agents and prefer to avoid it. If something really requires "in person" action, I make sure I go to the local service center, transact my business, and make sure I leave with a printout of any service changes or pricing changes. Being methodical helps keep things calm.