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ok so i have dozens of techs out because of they absolutely *** way cox tech support is set up
Here is the procces
1. Call support
2. cant scheduel net ops so have to scheduel tech
3. tech comes out to house for 2 mins then scheduels net ops
4. i wait because i have no way to know if net ops ever showed up and no way to contact them to let them know the problem persists.
5 i get tired of being unable to use the internet for games/shows/email/browsing/work
6. call tech support....they cant scheduel net ops
7. rinse and repeat, refer to step 2
We have replaced our equipment in the house 3+ times
Replaced the cable from the modem to the splitter(we only have internet no other connections)
Replaced the cable from the splitter to the street
THE ISSUE IS NOT IN THE HOUSE IS BEYOND THE BOX
here are some screen shots of my internets uptime
I was told 2 different times by a super visor @ cox phone tech support that i would be getting a call from net ops to work with me on this problem.
No calls yet.
Have you tried asking for NetOps ticket number? I think Tier 2 representatives should be able to look up the status of a ticket. Or you can email the Social Media Team at the email above.
This Morning 23.8% packet loss over the course of an hour internet completely unusable.
What would i do with the netops ticket number? Would that get me a phone number to call? Do i still have to play ring around the Rosie to get some one to work on this? I have to call regular support then spend 10 mins getting them to transfer me to t2 to get them to find out the status of my complaint but they still cant do anything?
I want to talk with a supervisor or someone up the totem pole at net ops so i know what is being done about this ** and what time-frame we are looking at to get it resolved, 2 week? 2 months? 2 more years?
I'm tired of spending loads of time not getting any information and have no direct line with the people supposedly working on this.
Can I get the same person/person from net ops to work on this each time they come out so they don't have to back track and figure out what has/has not been done?
What is the procedure for netops to deal with intermittent issues that haven't been resolved after multiple visits?
Zawakaz said:What would i do with the netops ticket number?
It would stop you from having to start from square one each time a technician comes out. It would also give you a way to check the status of the ticket without having to schedule a technician. Last, it assures that a ticket is actually being created and not being blown off.