I use to work there. And they don't give us any information about the service outages at all. We as the reps fought to get more information but we were never heard. Me being a customer not with Cox would like to know when there is an outage and what exactly what caused the outage but this wasnt information they gave to us. Honestly I just quit there a week ago because I just couldn't deal with the lies they wanted us to tell people and the truth that the service really sucks and if you can get another provider do it. They literally forced us to offer a sale to customers calling in with constant internet issues that never could be resolved to get them to get a bundle deal or to uptier their internet and if we didn't make this offer we could be fired. Believe you me alot of us reps are forced to say and do certain things and not to mention not having the proper training. Take it from a former employee if you can cancel and go somewhere else do it. This service isn't with it.
Tech support does their best using the resources they have while being over the phone. Theyre not there physically as a technician would be. Considering you were still having issues, by picking up and trying a new modem is process of elimination. You say customers are tech savy now, there is a difference between being "tech savy" and understanding how cable works. Yes, customer service does tend to lead a customers to believe there is a specific issue. Instead of them taking a guess, its best for them to send out a technician. Along the lines of pricing, it is what it is. The company offers good service when everything is done rite. Network stations and celebrities are the one you need to be frustrated with since theyre the ones that cable companys must make contracts with to supply stations to the customers. Network stations are the ones in control of pricing these contacts. Moral of the whole situation, if customers worked for a cable company(especially a field services positions) and had more of an understanding of how cable works, they would be singing a different tune.
I have been going through my own nightmare with cox, my internet is down all day and the tv will only let you watch one Chanel.. After calling the problem has gotten worse. I’m going back to direct tv. But I don’t like Centry for internet had them before and bad service. Not enough choices for internet service by sunset park area.
