Outage
So we get no notice of an outage and then after about 20+ min of trying to trouble i search and search for the hidden number to call even if you google it the number won’t pop up. Wait on the phone ...
Forum Discussion
@Lkgareld08, I recommend using our Cox app. Among other things, the app lists outages in your area and is also updated with estimated times for restoration. You can learn more about the app here: www.cox.com/.../cox-app.html. Planned outages are typically communicated within the bill statement and/or door hangers/flyers. -Allan, Cox Support Forums Moderator.
I find this to be a silly suggestion...use an app to check for unplanned outages. I find that cox support lives in the dark in relationship to outages.
If you post an issue in this forum a bot auto replies with...
@Hoslerjenn, I recommend sending us an email with your full name, address, and a brief description of the issue to cox.help@cox.com. -Allan, Cox Support Forums Moderator
and tags a (possibly fictitious) employees name to the suggestion. As if this helps. Most people have already tried calling support to learn that support is not really support. The script that T1 support is tethered to is as follows...
1. Lookup your account
2. Has it been out long? What is long to one person is not long to another. How long has it been out?
If it has been out 5 min in the middle of a backup cycle that runs 1 time daily...that was too long
3. Non-technical troubleshooting (reboot your modem and direct connect to a single device)
If you have been walked through this previously you do this every time before calling
4. If still out...check to see if the NOC (Network Operations Center) at COX has officially recognized the outage
5. Apologize (again and again and again)
6. If the NOC did not consider this issue severe enough to declare an outage...Schedule a line tech to come out to clip and recap the home wiring connection (even if it has been done multiple times in the past)
7. If still not fixed...Apologize (again and again and again and tell the customer that cox values their patronage...translation TY for giving us money where COX is not accountable for maintaining quality service
