Outage & No communication
How is it you can be on time with billing everyone but you can't even manage to simply put out updates on the outage? You just say there is an outage and leave it at that if you don't want everyone t...
Forum Discussion
Hi Unkindled98,
I sincerely apologize for the impact of the outage. I know how frustrating it is to wait for services to be restored, and not having an estimated repair time makes waiting even more difficult. To investigate what’s happening, please email our team at Cox.Help@cox.com with this post, your full name, and your complete address.
We’re not going to email you regarding an issue you should be fixing. How can something as complicated as my electricity be restored quicker than my internet. Guess what? I am paying for today and however else long it takes for you to address the outage. They can literally replace power lines quicker than you can flip a switch. You know you’re our only option regarding decently fast internet, therefore you take your time during these issues. Or if we’re intermittent in and out you do not care because you know you are the only option we haven depending on where we live. I pay you guys a lot of money to have service daily, I understand storms hit but when my electric is back up I fully expect my internet to be back up especially when I pay you way more than I pay OG&E, don’t get me wrong I have my issues with them being the only electric company avail but I’ll be damned if they don’t get the power on 3 times as fast as you get my internet up and running every single time. Do not reply with an automated bot either. Address me personally or not at all
It sounds like you don't know how these things work. Cox doesn't own the poles. The electric company does. Cox just leases the space. They can't even begin to work on a issue until the power is restored and any downed trees are removed and the roads are accessible. Also, HFC service is a lot more temperamental then electrical service. There are multiple amps and nodes that can be damaged or not have power. Just because you have power doesn't mean there is power where Cox equipment is. Some of that equipment has generators, but not all, and even the devices that do, the gas eventually runs out. It is NOT as easy as flipping a switch. That idea is absurd IMO.
Yes, the outage notification system needs to be improved. At least now they have a outage map. Before they didn't. They also added text notification. Many such system aren't very accurate because of the nature of the system. It's not just Cox though. I have Frontier and my entire state was affected by a issue and their outage map showed nothing. So if you don't like how Cox does something, try looking into a different ISP. Remember though, the grass is always greener on the other side.
Not that I agree with the OP claims here, but why are you always so hostile? I've seen you in a few threads saying the same thing you are saying here.
My net has been down for 25 hours here as well so you aren't alone. I would like to have 2 carriers run to my house, but CenturyLink doesn't service my address and wireless isn't great.
In a pinch, you can use your phones hotspot function to access the Internet from your other devices. Be sure your phone plan covers the data charges you will incur, i.e. unlimited data.
Anyways, it would be nice to have a technician summary of the issue available in the notifications. Getting a generic resolution time that rolls every 3 hours is just annoying. I assume those times are based on an SLA/SLO or common resolution times, but they aren't helpful for customers.
How am I hostile? User I was responding to was hostile by basically implicating that Cox is sitting around during a outage, not fixing the problem, because they have a monopoly in the area. As someone that is friends with Cox technicians, I take that as offensive. Also, they seem ignorant of how the system works. Like Cox just needs to "flip a switch" to turn service on after a outage. They asked for a personal response, not a copy/paste response from a mod, and that is what I gave them. If you can't stand other people's opinions, don't post on a public forum.
