Becky
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Joined 13 years ago
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Re: STILL NO CHAT TRANSCRIPTS
Hi All, chat transcripts are available through https://www.cox.com/chat when using a computer and browser but not when using the chat function within the Cox App. I don't know if this is something that will be addressed in a future app upgrade. I know it's frustrating when you can't find answers to your questions and I apologize for the confusion regarding the transcript option. I've submitted a feature request to our product managers so your voices will be heard.15Views0likes0CommentsRe: Internet Down AGAIN
Hi JCNEW2002, I understand the impact that intermittent internet dropouts have on a busy family, and I apologize that replacing the modem didn't resolve the issues. Intermittent internet connectivity issues do not automatically mean that Cox is having an outage. For example, there may be something impacting the network signal to your home, specifically. This is where the suggestion of a service appointment by WiderMouthOpen is a good call. The line to your home may need to be replaced, for example. So that my team can take a closer look at what's happening and schedule a service call, if needed, please email Cox.Help@cox.com. You can also reach us by chatting through the Cox App or www.cox.com/chat.14Views0likes1CommentRe: Something is up with Cox's notifications
Hi Everyone, I understand how you feel about data caps, as we've all been impacted by high data usage at one time or another. If you're exceeding your data plan every month, it's important that we find out why. My first suggestion is to change your home network password to something brand new. Many customers—after noticing spikes in their data usage—were able to restore their usage to what they considered ‘normal’ for their household simply by changing their network password. All of the suggestions made in this thread are accurate in terms of things that use data. I'm not sure if spyware was mentioned in the previous suggestions. Spyware running in the background can cause spikes in data usage. Make sure you check all household devices for viruses and malware. Cox provides a Data Usage Meter to help you monitor your data usage. It is available in My Account (www.cox.com/datausage) and the Cox App. The Data Usage Meter is updated daily with usage from the prior day. If you disagree with the Data Usage Meter's calculations, using your own router and bandwidth meter is a good idea. Then we can compare your meter's usage numbers with the Cox Data Usage Meter. If you're constantly hitting your monthly data plan, we offer the Unlimited and 500 GB additional data plans to help you plan ahead for your household’s internet usage and avoid overage charges. You can learn more at https://www.cox.com/residential/support/unlimited-and-500-gb-additional-data-plans.html. If you see high spikes in data usage that you can't explain or you would like help in figuring out why your data usage is so high, please email my team at Cox.Help@cox.com.48Views1like5CommentsRe: Cable still unburied after promises to resolve in 3 days
Hi Greg, it sounds like you've been through a lot trying to get this cable buried, and I truly apologize for the frustration this has caused for you and your neighbor. We definitely want to make this right! Cox Forums is a place for customers to help each other with technical issues. Your previous threads were closed because this isn't a problem that other customers can help with. When he received your email, Chris escalated this on your behalf. We need to follow through on the escalation we submitted and make sure the bury team addresses the line in your neighbor’s yard. We will reach out to you via email shortly so we can get this resolved for you.12Views0likes0CommentsRe: Chargee more for poor tv service.
Hi there, thanks for joining our community and for your post. I'm sorry you're experiencing service issues. You've come to the right place! We can help. So that we can further assist you, please provide us with more details. What's happening? Please provide as many details as possible.21Views0likes0CommentsRe: 3rd Day No Internet
Hi RodRetro55, I probably feel the same way after 3 days without service! I understand the importance of the internet in everything we do these days, and I apologize that you've been experiencing issues for so long. We work hard to limit our customers' downtime. I see you've emailed us about this. I'm working to expedite details and will email you as soon as I get further information. Thank you for your patience during this time!22Views0likes0CommentsRe: Contour 1 guide search function only returns on demand programs not future play date channels
Hi Everyone, it appears that the Contour 1 Search function is working correctly now. Will you check on your ends and confirm? I appreciate your patience with us and we investigated this issue.25Views0likes1CommentRe: No way to do Business
Hi Dean60, I remember the stress of finals week each semester, and I apologize that you were impacted by an outage during this time. Cox works diligently to limit the amount of downtime our customers experience. Our normal maintenance window is between midnight and 6AM. Advance notice is not always practical; however, we try to let customers know when a major issue or a network upgrade in their area will impact their service for more than one day. Please keep in mind that not all outages are planned. Things happen. A car may take out a utility pole, for example. Things happen outside of our control. I appreciate your post and will make sure your comments are forwarded to our leadership team. I hope the rest of your finals go smoothly for you!15Views0likes0Comments