Thanks for the tips. Yes, in Phoenix.
The problem I ran into yesterday was when the first line tech rebooted my modem and ran diagnostics, on her end she said it looked ok, and because of the Cox service algorithm, she could not send a technician because nothing appeared wrong on her end. Of course I understand the diagnostics they run from their end don't pick up all the problems that a technician in the field can find. And while I'm on the phone with her I look at my modem event log and there are ongoing T3 timeouts as we are talking, which I alerted her to, but she said her hands were still tied because nothing looked wrong on her end. I'd love to have the technician come out but I can't demonstrate to the first line service representative that anything is actually wrong. They don't accept my modem event log as evidence of a problem, yet the diagnostics on their end are not sensitive enough to pick up the problem. Catch 22.