Service Tech Dishonesty
I scheduled an appointment for a tech to come out after doing all the troubleshooting steps over the weekend and talking to a couple of reps. The tech was scheduled to come out Monday between 3 and 5. We were home the entire time so I called at 5 to check on tech ETA. Then was told to call back in 30 mins if tech didn't call or show up, so I called again at 530. I was on phone then with another rep, foreign rep, who was on the phone with me for 30 mins checking on tech ETA. THey said tech was on the way. Okay. Then foreign rep called me back to check if tech had shown, I reported no one showed up and no calls. He had me on hold for a long time and I was super patient and understanding for all these calls. He pops back on and said the tech was at my house and tried the door three times and tried to call me, I was home, the whole family was home, no one came to my opened door. It was opened. No tech was there. Rep said the tech was there at 540. I then said, I was on the phone with the rep at that time still and NO ONE SHOWED UP at my door. Rep said that is all he could report and I asked to speak to a supervisor or someone else and he said he had all the authority and refused to transfer me. Hubby took my box to the Cox store and they were more helpful. THe foreign rep said he can reschedule me for tomorrow, Wednesday at 5 to 7. Which I anticipate another no-show or excuse. This seems like something the techs are doing to not show up during the later times. How do I formally report this tech and rep who clearly were dishonest about "being at my house and I was not home" when I actually was(?). I also have a ring camera which will show no one came to my door or even drove by on our street in a cox or service truck. Has anyone else experienced this? I am so frustrated. I did everything they asked me to do and to be treated this way after so many years of being a customer. I am considering cancelling now.
How do I escalate an outage going on a week
My internet has been out going on a week now. The first 3 days that I called, the disruption was blamed on a Cox outage, so not one phone technician took MY outage seriously. On day 4, I called when the "outage" was supposed to be over... "service normal", but not for me. I was finally able to get them to send a technician to my home, on day 5, who was quick to find that my modem and line going outside were just fine. He put in a request to send out another technician, "who should be there within 24 hours", to replace whatever was wrong with the pedestal outside my house, because he "wasn't getting any signal" to the pedestal. The 2nd tech arrived on the same day... but didn't talk to us. After talking to phone support today, my wife found that he wasn't able to fix the issue either. Talking to support again, they tried to get a "Supervisor Technician" out tomorrow, given how long this has been going on. When scheduling, she then came back and said that her system was erroring out, and the soonest a tech could get out is Sunday... 3 more days? How do I escalate this matter? I can buy service elsewhere and have it established by tomorrow... so 3 more days is unacceptable. If one of the phone technicians took this matter seriously on day 1, this matter would be over already.
