Forum Discussion

joneangel's avatar
joneangel
New Contributor II
10 months ago

Too many outages for no apparent reason

There have been too many outages that are not storm or accident related. I'm now experiencing my second outage in a two day period. Less than six months ago, I experienced five outages in a one week. Some at Cox said it was unexpected, while other said it was scheduled maintenance.

 

Less than six months ago, I experienced five outages in a one week. Some at Cox said it was unexpected, while other said it was scheduled maintenance.

I am currently to be attending an online meeting, but since I'm missing it, I suffer a loss for my business. So it's more than just an inconvenience. And anytime I try to find out what's going on. I have to re-register for notification, if I need to contact, someone in the chat I have to provide my name, my phone number, my pin, the answer to security question, all even though I went onto the chat through my registered information on the app. It almost seems like you're intentionally trying to dump your customers. 

  • RaquelD's avatar
    RaquelD
    Moderator
    10 months ago

    Hello. Your time and privacy is very important to us. I apologize that you have not received consistent information and that your services have yet to be corrected. We'd like to address these concerns.  When you have a moment, can you please email cox.help@cox.com with name, address, and link to forum thread so we can assist? You can also reach us on Twitter at @CoxHelp, visit us on Facebook, or at cox.help@cox.com.  

    • joneangel's avatar
      joneangel
      New Contributor II
      10 months ago

      There is nothing to respond to other than each time I lose WiFi service, whether for hours or days, I lose more than the ability to check Facebook or send an email. And I sign up to receive text updates so I can better plan the logistics of working around the outage. But you sent no text updates other than a notification that service was restored. This is not proper notification. 

      As I stated, I lost my WiFi service at the same time I was scheduled to join a YouTube live broadcast, related to my business, So losing WiFi service is more than an "inconvenience" to some of your customers. It's a loss of revenue that can't be recouped.