This is a common story I’m afraid. It’s not the pandemic, it’s poor decision making by a company that continues to devalue the consumer. I spent 3 more hours talking to Cox today. I’ve logged 30 hrs in the past 5 weeks dealing with Cox. Whether it be an on-site tech or waiting on hold, it’s been a draining experience. That said, I can’t let others fall prey to predatory business practices. DO NOT BELIEVE the “we may charge $75 for an on-site tech” nonsense. It’s very clear that Cox is pushing their “Complete Care” support package. Support Agents, social media specialists, and even technicians are pushing it. Do not fall into the trap. The $75 fee for a technician is erroneous. I have multiple confirmations in writing from various departments within Cox. The $75 fee is only applicable if the issue lies with your own equipment (meaning hardware you actually own).
Keep track of the days you experienced loss of services but don’t wait until the end of the month to ask for a credit. Ask for it every 4 days ($50 is the limit to what a tier 1 agent can grant you in my experience) and it’s roughly $8.77 a day for internet/TV/phone hence every 4 days to keep it under $50
Good luck. You are not alone
