Where is an actually working link for Internet tech-support chat?

Question

Cox claims to have 24/7 tech support via chat. E.g., www.cox.com/.../home.html and www.cox.com/.../support-chat.html. But where and how? The links on these pages either don't initiate a chat or redirect to another web page.

becky · Answer

Hi Darius, what internet browser are you using? I'm able to launch a chat session from www.cox.com/.../support-chat.html using Chrome and IE. I'm also able to launch a chat session by going to www.cox.com/rc and pressing the blue "Chat Online Now" button. Make sure your internet browser is set to allow third-party cookies. -Becky, Cox Support Forums Moderator

darius · Answer

Firefox 62.0 for Mac.
The link you included converts to https://www.cox.com/residential/contactus.html?sc_id=cr_z_z_z_ecmsms_17Q2_vanity.
The /rc URL converts to https://www.cox.com/residential/contactus/support-chat.html.
I don't see a "Chat On-line Now" button on either. I also searched each page for "Now" and had 0 hits.

lisah · Answer

Hi Darius. As our website is everchanging, if you go to Support option next to Sales in the middle of the page, under the phone number is a blue chat online now button. If you press that button, you will be able to chat with someone. Thanks, Lisa - Cox Support Forums Moderator

darius · Answer

Hi Lisa.
In my experience this is not true. If one selects the SALES chat button to get "24/7 TECH SUPPORT," one gets a sequence of prompts asking for specific responses. But at the end of the sequence one gets a message saying either to TELEPHONE tech support or to contact Cox during normal business hours.
Both things are pretty impossible to do when you're on the other side of the world. But more to the point, neither one give access to 24/7 tech support via chat.
Your answer also raises a second question. Exactly at what school of human-factors engineering did Cox's engineers learn to HIDE chat for TECH support behind a link labelled chat for SALES support?
So the original question remains unanswered, and there's a new one.

darius · Answer

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.).

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Where is an actually working link for Internet tech-support chat?

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