No Internet Service for a Week and no Resolution in Sight - FELLOW CUSTOMERS BEWARE!
I have not had stable internet for a week and am at my wits end with Cox. As a bit of background, my wife and I both work from home so we need strong, reliable internet. I am also signed up for the extra monthly tech-support fee. The first day without internet was 02/14. I contacted Cox on 02/14 through live chat and after an hour of troubleshooting the problem was fixed....for about an hour or so. Once again I called back and had to go over the troubleshooting process and the issue was once again fixed. This happened about a few more times on 02/14 and I spent probably 4-5 hours connected with Cox agents.
On 02/15, I woke up and once again no internet. I called Cox and this time they were not able to get the internet fixed. The agent scheduled a technician to come out on 02/17 between 8am-10am, so I was without internet until 02/17. The technician showed up at 9:59am and after a few minutes my wife and I could tell that there was a complex issue going on. He supposedly did a "temporary fix" and said that a technician supervisor would contact us within 24 hours. He mentioned there being an issue with a "pedestal" or something similar, which the supervisor would need to correct. The internet did work when he left and worked for about 12-16 hours.
I woke up on 02/18 and once again no internet. I contacted Cox through a live agent and was now told that there was an outage in my area and technicians were out working on it. The customer service/honesty had been pretty lackluster up until now and this is where is really began to take a nosedive. I am the only one of my neighbors with an internet outage and there were no technicians in my neighborhood, so where exactly were these technicians and who's internet were they fixing instead of mine? The agent also couldn't tell me what the issue actually was or when the outage would be fixed. They just said that I need to be patient and Cox would reach out to me when the issue is resolved. I signed up for text updates hoping that I would get some information. Fast forward to the night of 02/18, I still had not received any updates so once again I contacts Cox and get the same run around; "outage in your area, no ETA, be patient". My fear was that there would be no resolution by Monday morning and my wife and I would have to take time off of work again due to Cox's internet issues.
On 02/19, once again no internet. I contacted Cox live chat agents numerous times throughout the day and again same response and no outage resolution ETA. I also tried calling the Cox phone number but kept getting disconnected after being told by the automated message that there was an outage in my area - the fact that Cox would hang up on a customer without even trying to resolve my issue is incredible. On 02/20 I called and was able to reach a live person on the phone. I escalated my issue to a supervisor who told me a similar story about how there is an outage and no ETA, but this time I was told that it was an "internal network issue" and there were no technicians out. So the story suddenly has changed, which I am guessing is because I mentioned I had physically gone around my neighborhood looking to see if any Cox technicians were around. I asked the supervisor to transfer me to their manager or to the engineering department so I can speak with someone who is involved with fixing the issue and can get a better understanding of what is going on and the expected timing, however the supervisor refused and would only go so far as scheduling a call back from their manager (which I have not yet received, or quite frankly expect to receive).
Once again my wife and I are forced to take time off of work because of Cox's downed internet. Will Cox pay us for our PTO days? I always thought Cox was a "premium" internet provider, but the only thing premium about them is their price. Their service and customer support is terrible (and many lie directly to you) and they don't care about their customers. I have been a customer for over 5 years and have been tossed around this last week as if I was not even a customer. I even pay the extra monthly technical support charge, but for what? I am hoping someone from Cox reads this and contacts me to resolve this problem. I have a feeling of hopelessness that my internet issues will be resolved even this week.
I most likely will be cancelling my Cox subscription and advise other customers to seriously look at other options that may be cheaper and provide the same level (or even better) of service.