Hi Darius, the majority of Cox customers travelling overseas never experience problems accessing their Webmail or logging into their Cox account. If customers contact us before or during overseas travel, a procedure is in place to whitelist their devices. Tier 1 representatives have received training to make them aware of this procedure and have access to the procedure in our knowledgebase. Had the Tier 1 agent you spoke with used his or her tools or reached out to a teammate or supervisor for assistance, your experience would have been much smoother. After your original post, I submitted feedback to ensure that the agents who assisted you receive additional training. I will forward this thread to our leadership team today, so we can learn from this experience and hopefully implement process improvements. I'm not sure what to advise you in terms of how to access us while you are travelling in China. Are you able to access Twitter? We can have a private conversation via @CoxHelp on Twitter. Are you able to access your email via Cox.com Webmail instead of via Thunderbird? If so, email us at cox.help@x.com. Unfortunately, we have no way to troubleshoot why the chat buttons aren't working for you. -Becky, Cox Support Forums Moderator
Becky,
Neither am I having trouble accessing Webmail or logging into my Cox account. I am having trouble accessing Cox's SMTP server. Once again, you demonstrate either that you do not understand the difference or are deliberately deflecting the conversation to irrelevant issues.
What you say about Tier 1 representatives having training directly contradicts what Jayson P., one of your Tier 2 specialists, says. I also have experience with two different Tier 1 representatives that's consistent with what Jayson says and contradicts what you are saying. I have a written record of the chat with Jerry and Jayson as proof.
Also, I'll point out that my post asked you for technical details regarding some of your earlier "answers" (e.g., re. whitelisting IP addresses), and you don't address them. Remember, you were the one who first introduced things like browser settings and whitelisting IP addresses into the discussion. Your silence about things that seem technically impractical or impossible undermines trust that you know what you are talking about.
But more important than all of this, you still aren't addressing the question that is the subject of this thread: What is Cox's PLAN for customers traveling overseas? My post yesterday goes into excruciating detail about some of the things such a plan needs to include. Yet you ignore almost all of it.
I am growing tired of trying to get a straight answer from people who seem intent on avoiding giving one. So unless and until you or someone from Cox addresses the specific details I mentioned in my previous post, my conclusion is:
COX HAS NO EFFECTIVE PLAN FOR DEALING WITH CUSTOMERS TRAVELING OVERSEAS. SOME COX REPRESENTATIVES CLAIM THAT TIER-1 SUPPORT HAS TRAINING TO DEAL WITH THIS, BUT OTHER COX REPRESENTATIVE SAY THEY DO NOT. IT'S IMPOSSIBLE TO GET A STRAIGHT ANSWER ABOUT THIS FROM COX, BUT IN MY EXPERIENCE TIER-1 SUPPORT HAS NO KNOWLEDGE, LET ALONE TRAINING, ABOUT COX'S POLICIES AND PROCEDURES REGARDING OVERSEAS TRAVEL. MOREOVER, EVEN IF THEY DID, THIS WOULD ONLY BE PART OF AN EFFECTIVE PLAN FOR CUSTOMERS TRAVELING OVERSEAS, AND COX HAS NO SUCH PLAN!
