Just got off a 30 minute call where the service person told me that a technician was not scheduled to go to my house today but is scheduled for tomorrow. I asked to speak to a supervisor again. The tech said the supervisor did not authorize the call transfer. Again I explained that I had spoken to a supervisor last night 9/14 who promised me that a technician would come today on 9/15. He then chatted by computer for a few minutes with the supervisor and then came back and said he would transfer the call to a supervisor. When he transferred the call a recording came on stating that the office was closed and the line went dead. I do not know what else to do.
Cox sends an email notification in advance of pending service calls. If you didn't receive that email, your appointment was probably never scheduled. After failing to get a service call by phone multiple times, it might be time to try something different. Contact cox.help@cox.com, as Allan recommended 18 hours ago, and ask them to verify you have a service call scheduled for tomorrow. You will at least have documentation of your communication. Include your name, the full service address and a link to this Forum thread.
I did email cox.help@cox.com yesterday. Here is the email response from Cox last night:
I'm very sorry to hear that you haven't had a technician out to the residence yet. I have pulled up the account and notice there is a work order for a technician to come to the home on the 16th to fix this for you.
Thank you,
Juan
Cox Social Media Support Specialist
No technician came today, 9/16
That's pertinent information. If you posted yesterday that you emailed Cox, I didn't see it. But, an email from someone in Cox Social Media Support is not the same as an email confirmation of a scheduled appointment for a service call. A work order could mean a tech visit was requested for the 16th, but it may not have been scheduled or was never confirmed internally. You should have received a system generated email confirmation.
Contact cox.help@cox.com again to notify them that another scheduled service call didn't happen. If you never received an email confirmation of the service call appointment, tell them that too. It's an indication that something may have gone wrong. Ask if they can do any research to determine if anything unusual happened with scheduling the appointment.
I have responded to the emails from cox.help@cox.com. Maybe cox can make me an employee so I can research in the system if there is anything unusual. Apparently to disconnect a customer and not return to reconnect is usual.
