Thank you, Allan, and thank you for the apology. In our experience, most Cox employees are unwilling to apologize under any circumstances. After hearing nothing from several Cox call center supervisors and field technicians who assured us they would call us back, we were put in touch with the complaint center which is a well-kept secret. Our open ticket was finally escalated appropriately. 5 technicians and 3 set top boxes later, all our Contour apps seem to be working properly. It is very frustrating that my husband and I had to spend 15 days in 3 weeks dealing with Cox representatives to eventually get a senior technician to our home who was able to solve the problem and correctly complete our Contour installation. Hopefully, this time a week from now everything will still be working.
It's been 2 weeks since our Contour service was finally working properly and I am pleased to report that the system is still performing as it should. I want to thank the technicians, call center supervisors, complaint center personnel and support forum moderators who contributed to solving our problem. Cox Contour TV with panoramic wifi is great when it works and is a huge step up from our previous Cox DVR setup. Based on our experience, Cox would benefit from providing better training for it's first-line customer service staff in the call center and for it's field technicians. Problems would be solved much more quickly and would provide a more positive customer experience. In this age of cord-cutting and numerous options for streaming entertainment, Cox and other cable and satellite providers would do well to increase their value to consumers. -Cox User for 30+ years
