Call History Update

Note: The following is an on-topic discussion of Cox related matters.  It doesn’t break any forum rules.  It’s too long, but MS Edge users can select everything, launch ‘read aloud selection’ and sit back.  (3:55 listen)    

Me: Here are emails from Cox when I notified them of the following voicemail I received earlier in the day.

"Hi, this is Cox Communications. Following up on a ticket that was escalated for you. In order to further investigate the issue, we do need permission to do a password reset. You can give us a call back on x-xxx-xxx-xxxx so that we can re-escalate the ticket. Thank you and have a wonderful day."

Cox: Thank you for providing that information.  After reviewing the ticket, it looks like the engineers are requesting the password information.  What I can do is note to the team that you've declined the request and have them move forward if possible.

Me to Cox: (fact finding)

1. Can I reset it back to what it was before you changed it?
2. What is temporary?  Is one night long enough?
3. Is this for a final fix?  Will all known issues be corrected by using my Cox account?
4. When would this happen?

Cox: You can set it back to whatever you currently use once the engineers finish your ticket, we do not know exactly how long that would be but the password would need to stay the same during this process. We would reach out to you once the ticket is completed.  You can set it to something generic for now for testing purposes and either provide it to us here and we can update the ticket for you or you can also call back on the number that was provided in order to do so by phone.

Me: Notice the open-ended time frame?   Me to Cox: No, I'm not comfortable with that.

Cox: We truly apologize that you do not feel comfortable with our process. In order to move forward, we would need the ability to log in. If you change your mind and would like to move forward, please let us know. In the meantime, is there anything else that we can assist you with? 

Me: I told then I wouldn't change my mind.

Cox: As ********, ******** and ******* have said, we will need for you to allow us to have access to move forward with this process and to work towards a resolution to this concern. I am truly sorry for any inconvenience that this process may have caused.

Me: This “move forward” thing has become a common theme.  I’m ticked, being candid about what I’m thinking and a bit rude but not crude or abusive.  I think I called Cox a third-rate cable company.

Cox: I am truly sorry to hear this and we do want to get this issue resolved for you. Please let us know if you change your mind. We value your tenure with our family and are always here to assist you.

Me: "Change your mind" is another common theme.  I’ve previously made a point several times to tell Cox I won’t be changing my mind about allowing Cox or a third-party to have open-ended access ”as me” to all of my Cox information.  (It’s not just Call History).  I sent a three-word email “FIX CALL HISTORY”.  I wanted to make sure they still understood the end objective.  Cox’s application has had issues for 2 1/2 months.

Cox: That is exactly what we want to do for you. In order to do so, we need to move forward with this process and require your permission to do so. Please let us know if you change your mind. We will be here to assist you. 

Me: They managed to get both move forward and change your mind in this one. 

Cox, you have my permission to fix Call History.  You just don’t have permission to hijack my Cox account to do it.  I won’t okay you or your vendor having open-ended access to all my account information.  I'm never going to change my mind.  Because of this, you're refusing to fix issues I’m still having with your broken website after two and a half months.

Avoid Cox.