Lisa, two more points.
1) Here's the exact message I get when i try to initiate a tech support chat by using the Sales Chat button:
For assistance with this request, please contact Customer Loyalty at
1-800-234-3993 (Monday – Friday,
8am - 8pm). Thank you and we look forward to serving you.
2) That crucial pages on your web site are everchanging (sic) should not be a problem if either (a) Cox support personnel keep up with the changes or (b) the changes actually improve user access by making things easier to find, work better,etc.
In this case, neither happened. Becky told me to click a nonexistent button, so she obviously did not keep up. And the page not only hides access to Tech Support Chat behind a button misleadingly labelled "Sales Chat," and the button itself doesn't work for Tech Support (see the error message for #1 above.).
Allan, what browser are you using?
Allan, et. al. This is getting ridiculous and incredibly frustrating! Just look at this thread! Becky, LisaH, and Allan all say contradictory things and give contradictory advice: Press the Chat Online Now button, use the Sales Chat button, use a different browser.
Hey, here's an idea. Cox representatives should test their "solutions" before telling the customer to try them. E.g., Allan should have provided a list of browsers that he had already tested on a Mac. Of course, this does not mean the web page will render properly in different parts of the world, but at least it would possibly identify browsers that don't work and would eliminate other browsers as being the cause of the problem. Even better, someone who knows what they're doing should examine the code in the Contact Us web page and figure out exactly what the problem is: non-conformance to standards? insecure links to remote sites? Etc.
But here's another idea. Cox should hire technicians in different parts of the world to test and troubleshoot these "solutions" before turning customers into guinea pigs. Don't come back and say this would take time: it should have been done long ago.
In addition to Firefox, I've tried to use Safari and Chrome. In both cases a "Additional Security Check" window displays. But the Captcha check box does not appear!
I created screenshots from the relevant browsers, but I can't upload them to this forum! Insert > Insert image/video/file opens a window with a "From" drop-down list that only has 2 choices: URL and Community (Search). Besides the fact that URL apparently duplicates the Link choice in the Insert menu, there's no obvious way to upload a file. If you want an absolute path to the file, say so! Otherwise, I have no way to upload the screen shots. Another untested Cox bug!
But in general, please stop guessing and actually debug the problems before you throw things back into the customer's lap.
Finally, I can document the telephone call I made to Cox before I left the U.S. and the one chat I had successfully from outside the U.S. Given that in both cases Cox dropped the ball and did not authorize our accounts for overseas travel, and we're now going on one week without proper email access, Cox should provide me with a simple, effective way to communicate privately to troubleshoot this problem. Email, for example, would work since there's always Gmail. At least Google knows how to do things better.
