I recently had lost of issues on a basic box activation. While the Service reps on the phone and chat were mostly nice and professional they were unable to resolve despite what I thought were valid efforts. They then escalated to the 'back office' and where the ticket was ignored and I could not get an update. Finally went to a Cox Communication store where they people there were fantastic and stayed with the issue until resolved. Highly recommend if possible going to the retail site and avoid the phone / chat for anything beyond very very basic.
Meant to add that I am a 30+ year Cox customer and do have the same compaint as the initial person who was chat was locked. Should be offered packages and bundles like new customers. Feel very much taken advanatage of
