Forum Discussion

Allisonmclendon's avatar
Allisonmclendon
New Contributor
22 days ago

work from home, no internet for 5 days

I am now on Day 5 of no internet. 5 days ago when my home interenet started to glitch in connection, I called about the issue and was told I couldnt get an appointment for a week. When I told them how I work from home as a telehealth provider and cant be down for a week, they told me I was put on a priority list. I called later that day after it completely went out (before it was on and off). They told me I had someone coming out the next morning. Never. happened. same thing day after day. lie after lie. How is this ok? and there is no customer service number for the specific area you live in, its all a call service center that has limited capabilities of figuring anything out or adjusting anything. How is this ok? its fraud. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor II
    21 days ago

    First, if you work from home, I suggest getting a backup internet connection. Outages happen with any ISP. Either cellular like Verizon Home Internet or Starlink, which I think just started to offer a backup service tier for a lower price. 

    Next, call centers are not local. That isn't efficient. I don't think any ISP has local call centers. You are lucky to get someone in your country, never-mind state. The dispatchers are local, but I don't think Tier 1 has the ability to contact dispatch anymore. They are the ones that control the scheduling of the techs.

    Did you want to troubleshoot here with us forum users? If so, tell us some data on your network and the problem like how the coax gets through your house and what model modem and router you have.

  • ChrisJ2's avatar
    ChrisJ2
    Moderator
    22 days ago

    Oh no, Allison. I'm so sorry that's happened to you. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. We really want to get you back up and running.