1 Message
No Internet for 3 Days
Hello staff,
My apartment has not had internet in 3 days. As a hybrid worker, this is extremely detrimental for me. I live in a building with many students, who I assume are also struggling.
I understand that as an outage, it’s hard to give an estimate for when work will be done, but when I get an automated text that your team is ‘working through the night’ and zero other updates, it’s hard to have faith any work is truly being done.
All I want are two things:
1. Solid confirmation that this is an issue with my area, not my specific unit. Any response I’ve gotten with your chat has not been specific enough. I need to know if I need something like a new router or just to wait.
2. An estimate of how long this outage will last. Just like? Two days. Two weeks. Six hours. Just something. This lack of communication has me considering cancelling my payments, because what have I been paying for the last few days? No internet and no communication beyond chatbots and templated responses from workers?
I’m not trying to be unreasonable, I understand that there’s company policy and procedure and that the individual employees are doing the best they can but I’m almost begging a real person to respond non-templated because right now, I don’t even have real confirmation a person, and not just a software with automation, knows about this issue/outage.
BrittneyC
Moderator
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50 Messages
3 months ago
Hi,
The purpose of the Cox Forums is to provide a space where customers can discuss technical topics related to residential Cox Cable, Telephone, and High-Speed Internet services with other customers.
Based on your post, it looks like your issue may require a review of your account. We’d be happy to assist you with this directly. Please reach out to us privately at cox.help@cox.com and include the following information:
Your full street address
A link to your forum post
We look forward to helping you further.
Best regards,
-Brittney C
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lelliott1967
Visitor
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4 Messages
3 months ago
Cox has terrible customer service!!
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smalldarenda0407
2 Messages
3 months ago
I've experienced two lengthy outages since starting service just a month ago. Im seriously not happy with the service I'm getting or the communication with VOX and their Customer Service Agents.
Issue 1: I was told by the store employee when I picked my modem up that the $100.00 installation fee would be waived due to me not needing to get the modem when I wasn't aware of the tech needing to find the hook up that was there but had a plate over it.
2. 4hrs or more of an outage twice in 1.5 weeks.
3. Chatted with an Agent that asked me what my issue was twice. Told me to stay connected then the chat started buffering after wasting 20 mins. Started a new chat with a different agent and she sent me a link that didn't work. It gave an error NO INTERNET.
3. While I'm chatting with the first agent I get a text that was declined saying COX was trying to take the $100 installation payment out of my account and there wasn't enough. I NEVER AUTHORIZED them to debit anything out of my account. If the money was there that payment would have cost me all kinds of NSF's. TOTALLY UNACCEPTABLE!
Im tired of dealing with COX and already have service set with T-Mobile.
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