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gurka's avatar
gurka
New Contributor
4 years ago

Poor communications on outages

We had a cable outage on Wednesday July 22 due to a storm. We reported it to Cox when it happened. We received a text that service was back up, but our cable was not working. Subsequently, Cox sent us about 4 more such texts, and each time service was not really restored. We then called service who said that all outages in our area were cleared. We pointed out that a utility pole was down (completely fallen over) just down the street, but the rep assured us that was not the cause of our problem, so we set up for a service call.

On Friday, our local neighborhood listserv reported that Cox had made a temporary fix to the downed pole, and - surprise - our service was restored. 

So, during the outage, we received many texts that service was restored when it was not. We were incorrectly told that the fallen utility pole was not our issue. And, we never received a text when service was finally restored (we had to find that out through our listserv). Our service was out for about 48 hours.

Cox...can you look into this an see how to improve the accuracy and completeness of your communications???? Thx, gurka

1 Reply

  • CrystalS's avatar
    CrystalS
    Former Moderator
    Hello Gurkad,

    The purpose of the Cox Internet Forum is to allow customers to discuss technical topics related to residential Cox Cable, Telephone, and High-Speed Internet services with other customers. This appears as if you may need someone to look into your account personally. We would definitely be able to assist you with this. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started.

    Crystal S. Cox Support Forum Moderator