Phone & Internet unreliable
Edited. Let's close this out. Great folks on this forum who gave me way more support than the Cox help chat / voice. Connectivity issues continue. Cox will not elevate the issue beyond Level 1. ...
Forum Discussion
A few said it's only a problem if it's a problem inside the house. Others said if the phone and internet were functional when the tech arrived I would be charged. Others had no clue of the policy. One was convinced the level 2 tech ran a signal test even though they could not connect to my modem which was happily in a loop trying to find a signal. I asked for the policy in writing, but no one would provide it. The cable is underground. The distro box (cat house) is on my back yard with a 50 foot of so run to my house where the riser is located. From the riser to the modem is about 25 feet in total. I checked the splitters visually and ohmed them out connected and disconnected, so I am confident the issue is most likely a low signal coming into the house. With that, why not have the tech come out??? It's because if they are anywhere as incompetent of the help desk folks, i just don't trust them. Both trust and distrust are earned. COX needs to make a move to regain my trust. Until then I will continue to work with them though my Verizon wireless hotspot.
Hi, cflorin2
Basically, If the cause of your trouble is Cox owned equipment, or signal delivery on our network outside your home you would not be charged. The policy we have online is for Cox Complete Care, but it should help you with some of the information you need. You can check out https://www.cox.com/residential/completecare.html for the details of what's covered in the plan and https://www.cox.com/aboutus/policies/completecare-terms.html for the plan terms.
Thank you. I did review that earlier. Not having a writen policy for non Complete Care folks and having help desk folks quote policy is troubling. I have my own unwritten policy which is get it in writing or look in the mirror when you get burned.
I hit the marked as solution by mistake above.. Any way to uncheck that?
cflorin2
I understand your concern. If something were to happen where you are charged for a visit that you believe might be in error, you can always email us at cox.help@cox.com with your info and concerns and we will be happy to review it for you. I'm not showing any part of this thread as marked as resolution. Were you able to deselect it on your end?I was able to unmark it. I wasn't manually refreshing the page after clicking on it.
